Assessor Assessment Pack

Transcription

1 Manage Human Resource Services BSBHRM501

2 Precision Group (Australia) Pty Ltd 44 Bergin Rd, Ferny Grove, QLD, Website: Precision Group (Australia) Pty Ltd BSBHRM501 Manage Human Resource Services Content in the Assessment Pack has been reproduced with kind permission from material produced and owned by the Department of Education, Training and the Arts. Overseas Student Information If you are an overseas student and you have a problem with your school or college that you haven t been able to fix, the Overseas Students Ombudsman might be able to help. The Ombudsman is a free complaint investigation service, available to people on student visas who are studying with private providers. You can read more about what the Ombudsman does, or make a complaint online, by visiting oso.gov.au. Copyright Notice No part of this book may be reproduced in any form or by any means, electronic or mechanical, including photocopying or recording, or by an information retrieval system without written permission from Precision Group (Australia) Pty Ltd. Legal action may be taken against any person who infringes their copyright through unauthorised copying. These terms are subject to the conditions prescribed under the Australian Copyright Act Copying for Educational Purposes The Australian Copyright Act 1968 allows 10% of this book to be copied by any educational institute for educational purposes, provided that the institute (or the body that administers it) has given a remuneration notice to the Copyright Agency Limited (CAL) under the Act. For more information, info@copyright. com.au or visit < for other contact details. Disclaimer Precision Group has made a great effort to ensure that this material is free from error or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. Precision Group (Australia) Pty Ltd is not responsible for any injury, loss or damage as a result of material included or omitted from this material. Information in this course material is current at the time of publication. 72

3 Table of Contents Assessor Assessment Pack 75 Assessment Delivery 81 Assessment Assessor Information Steps for Assessors Assessment Agreement Tasks Context Marking Schedule 107 Recording Record of Assessment Unit of Competency and Assessment Requirements 113 BSBHRM501 Manage Human Resource Services 73

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5 Assessment Delivery 75

6 Assessor Information This Assessor Assessment Pack is designed to assist you in assessing Learners completing the assessment for. It may refer to the simulated business, Bounce Fitness and contains examples of what is in the Learner Assessment Pack, suggestions for assessing and the parameters of information required to provide a Satisfactory or Needs More Evidence decision. Notes, key points, and answers to guide and assist you are contained in this version, but are not in the Learner version. If you prefer to use the business of the Learner, simply substitute that business name. The simulated business, Bounce Fitness, is accessed by going to < precisiongroup.com.au>. You will have been given an access code for each Trainer/ Assessor Pack that you purchased. You will also have received an access code for each Learner Pack that you purchased. Access is valid for 12 months from the date of first log in. If you require access after this time, it may be purchased by going to < Each Learner has a Learner Assessment Pack and that is where it is intended that they will complete their assessment tasks using the simulated business, Bounce Fitness. If you prefer to use the organisation of the Learner or your own business model, simply inform the Learner and request that they replace references to Bounce Fitness with the name of your preferred organisation. Each Assessor Assessment Pack is made up of three parts: Assessment Delivery Assessor Information Steps for Assessors Assessment Agreement Assessment Tasks Context Marking Schedule Recording Record of Assessment Copy of Unit of Competency Copy of Assessment Requirements 76

7 Before you commence assessing, ensure that you have a good knowledge of the subject, the assessment requirements, situation of the Learner, and the expectations of the industry to which the assessing is related. Most assessments are designed to be completed using the simulated business, but your Registered Training Organisation (RTO) may prefer to use the industry of the Learner or their own business model. Learners may be required to demonstrate knowledge and skills which may be difficult for the Assessor to witness. An Evidence Record is supplied which will allow the knowledge or skill to be verified by at least one third party signatory and preferably two or more. These witnesses would usually be current or recent supervisors, or you, the Assessor. As you encounter each task, explanations are made and it is up to you to use your experience and background knowledge of assessing theory to make a judgement as to whether it is sufficient and credible. Remember to be governed by the guidelines of the RTO for whom you are assessing. This organisation will have quality assurance documentation defining standards and processes to which you must adhere. Records must be kept of all aspects of the assessment in the Learner Pack. This will all evidence the why of your judgement. Keeping detailed notes is vital, as is the rationale for judgement. Be sure to keep records of any reasonable adjustments to the Assessment Task/s that you may have applied. The way you record all information is crucial. It is essential that you ask: 1. What did you see or hear? Write it down! 2. How does this vision or information relate to this unit? Write it down!! 3. What professional judgement did you make? Why? Write it down!!! The record of assessment is a legal document and must be signed, dated, and stored as required by your RTO. Please note that while each performance criterion has been noted, holistic assessment is desirable. It is in the interests of accuracy and credibility that all performance criteria are included. Individual gaps in performance are able to be noted more effectively if necessary. 77

8 Steps for Assessors Before you receive the completed Learner Assessment Pack: 1. Carefully study the unit topic, Assessment, and industry. Investigate the simulated business or conduct conversations with employers as appropriate, to understand any processes, policies, or procedures that may be necessary for Learners to know, and to which they may refer. Understand the industry requirements and how any legislative requirements impact on their organisation. You will need this information to properly assess their employees. 2. Explain the conditions of assessment to the Learners and complete the Assessment Agreement. 3. Prepare your Tasks to contextualise the Assessment to meet the needs of the industry for which you are providing the training. You may prefer to print these and include them with this Assessment. In the Assessor Assessment Pack Recording section, note your additional Tasks and mapping under the Context Detail heading, to enable you to record the Learner Assessment results for the contextualised Tasks. Conducting the Assessment: 1. Prior to commencement of the Assessment, Learners will be given their copy of the Learner Assessment Pack and access to the simulated business. They will have discussed with you the Assessment format and have signed the Assessment Agreement. 2. At this stage you will commence assessing any Tasks against the Assessment Marking Schedule supplied. If you are not using the simulated business for assessment, you will need to have obtained information from the employer. Because there is so much diversity, it is impossible for all variations and permutations in legislation, codes, awards, organisational processes, etc. to be included here. Again, it is your judgement that will decide if the response to questions and Tasks is sufficient. Recording Sheets for Tasks have been provided. Please record each Learner s information and outcomes in their Learner Assessment Pack and ensure that you include your justification for your final decision. There must be enough detail to allow anyone who was not involved in the process to understand your judgement. 3. Once Learners have completed and returned their Assessment to you, you will arrange a time with them for the feedback discussion and to advise if there are any further steps for them to take. Learners have the right to appeal any decision. 78

9 Example Only Complete this section in the Learner Assessment Pack for each Learner. Assessment Agreement Have you signed off: Delivery Method Classroom Small Group One-on-One Online Other (please describe) Assessment Method Learner s Organisation Pre-assessment meeting conducted Simulated Business Assessment Conditions Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the workforce development human resource development field of work and include access to: Business strategy and operation plans Business technology Legislation, regulations and codes of practice relevant to staff recruitment, selection and induction Interaction with others. Assessors must satisfy NVR/AQTF assessor requirements. I confirm that the activities and assessment completed as part of this unit are my own work and comply with all relevant copyright and plagiarism rules. I understand that if there is any doubt of the authenticity of any piece of my assessment I can be orally examined and the signatory of evidence records may be contacted. Learner Name Learner Signature Date Assessor Name Assessor Signature Date 79

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11 Assessment 81

12 Tasks Learners are required to complete all tasks as instructed. Consider evidence as required by tasks and use accordingly to contextualise and meet the needs of each Learner. Contextualisation of Assessments by RTOs Precision Group recommends to all RTOs that they contextualise with additional tasks to suit particular industry requirements and specific organisational requirements. Contextualisation must retain the integrity of the assessment and the outcome of the unit of competency

13 Example Only The Learner must complete these tasks on their own paper. To be assessed for this competency, you must demonstrate your ability to: Plan and manage human resource delivery within legislative, organisational and business ethics frameworks Communicate effectively with a range of senior personnel Identify and arrange training support where appropriate Calculate human resource return on investment within the organisation. The following Assessment Tasks must be completed by you to enable you to demonstrate these skills. These must be conducted: Using the simulated business Bounce Fitness or In your own workplace if you are able to access all the documents and conduct all of the activities. Ensure that you gain the approval of your choice with your Assessor before commencing. The documents you will require if you are using the simulated business Bounce Fitness can be found on the Bounce Fitness website: Infrastructure Tab / Business Strategy and Planning Documents Bounce Fitness / Policies / Human Resource Policy / Code of Conduct Policies tab / Human Resources / Employment Assistance Program Policy Procedures tab / Human Resources / Employment Assistance Program Policy Policies tab /Human Resources Policies Documents tab / Financial / Standard Services Agreement Template Documents tab / Human Resources folder / Surveys People tab / Hierarchal Structure You may need to conduct further research. 83

14 Using Your Own Business If you are using your own organisation, you must find a human resources program that you can plan and implement in a coordinated approach with other existing human resources functions across the organisation. To do this, simply read the question and substitute your organisation for references to Bounce Fitness, and your human resource service for references to the employment assistance program. You will need to provide copies of all of the documents from your organisation that are requested for Bounce Fitness in the Task instructions. Obtain the approval of your Assessor before you commence. Case Study The simulated business, Bounce Fitness, wants to implement an Employment Assistance Program to support their staff. You have been charged with planning and implementing this program across the organisation. It must be integrated with other HR programs. Bounce Fitness believes that this is an investment which will ensure that all staff are able to access help when they need it. You are in charge of this project. 84

15 Task 1 Theory: Short Answer Questions Task 1 requires you to demonstrate your knowledge of managing human resources. To enable you to do this, answer the following questions. If you require more space, use your own paper placing your name and group identifier at the top and the question number beside your answer. 1a Identify the key provisions of legal and compliance requirements that apply to managing human resources? 1b Summarise the code of conduct of Bounce Fitness. 1c Briefly explain how human resource strategies and planning processes link to business and operational plans. 1d Briefly describe performance and contract management. 85

16 Task 1 Theory: Short Answer Questions (continued) 1e Briefly describe how feedback is used to modify the delivery of human resources. 1f When you have finished Tasks 2, 3 and 4, calculate the human resource return on investment for this project. Include copies of any documents to which you refer for your Assessor. 86

17 Marking Schedule Key Points and Suggested Answers Record what you saw or heard, how it related to the PC, your judgement, and why you made that judgement in the Learner Assessment Pack. Also ensure that you record your feedback. Task 1 Theory: Short Answer Questions The Learner must submit answers to the questions asked in Task 1. The answers must fall within the parameters of the model answers shown following. 1a Identify the key provisions of legal and compliance requirements that apply to managing human resources? The Learner should have included: 1b 1c 1d Work Health and Safety Act 2011 (WHS Act) Environmental Issues Equal Employment Opportunity Act (Commonwealth Authorities) 1987 Industrial Relations Codes of Practice Privacy Act Ethics Anti-Discrimination Act 1977 Summarise the code of conduct of Bounce Fitness. The Bounce Fitness Code of Conduct describes the behaviour that is expected to be demonstrated by all staff. It encourages appropriate qualification, fair play, consideration for clients well-being and education. Briefly explain how human resource strategies and planning processes link to business and operational plans. Human resources planning is a process that identifies current and future human resources needs for an organisation to achieve its goals. Human resources planning should serve as a link between human resources management and the overall strategic plan of an organisation. Briefly describe performance and contract management. Managing and monitoring a contract manager s performance will: Contribute to effective risk management. Contribute towards the development of strategic relationships. Assist in developing contract manager s capability. Assist in the development of supply chain management strategies Improve contract manager s performance. 95

18 Task 1 Theory: Short Answer Questions 1e Briefly describe how feedback is used to modify the delivery of human resources. Feedback on the human resource delivery provides workers with objective feedback of performance and allows the organisation to hear where there are problems. Regular feedback breaks down the large ideas and establishes the business values that enhance the culture whilst preserving a climate of cooperation and involvement. People need to understand what they re doing and how it impacts the whole business. Clear and understandable feedback is needed to allow staff to gauge the human resource performance. It also avoids the need for supervisors to continually monitor workers productivity levels to ensure all workers meet the critical measures of efficiency. This represented a breakthrough in communicating feedback, reinforcing behaviour and thus changing the culture. 1f The outcome of objective feedback is a change in attitudes and an ability to go beyond behavioural compliance to achieve attitudes aligned with a culture change that embraces management goals. When you have finished Tasks 2, 3 and 4, calculate the human resource return on investment for this project. The Learner should have accurately applied the calculation: Total cost / total revenue (or benefits) per period = length of time (payback period) 96

19 Task 2 Practical: Determine Strategies for Delivery of HR Services The Learner must have addressed the following questions within the parameters provided in relation to planning and implementing the establishment of an Employment Assistance Program in Bounce Fitness or an organisation of their choice as described in the Case Study and Using Your Own Business sections to demonstrate their understanding of the business strategy and operational plan of the business. If the Learner has used their organisation, all answers MUST be verified during the Assessor discussion with the Manager of the Learner during completion of the Evidence Record. Task 2 requires the Learner to develop strategies that complement the strategy of the organisation relating to the proposed human resources system. 2a Research the business strategy and operational plan and analyse it to see what is intended. Then, on your own paper, discuss how the Employee Assistance Program (or the program in your organisation that you have chosen to use) aligns with their business strategy and organisational plans. The Learner must have made a clear link between the strategic documents (copies of all to which the Learner referred must be included for your reference) which provides valid reasons for pursuing the program. Examples of the type of reasoning you should consider could include: Mission Statement Teamwork the Employee Assistance Program would build loyalty and resilience for staff Business Plan Action Plans Personnel does not reflect the wish to make an investment in staff, would this require a policy change? Business Strategy Point 4 could argue that Bounce sincerely wishes the best for their staff and therefore, considers an Employee Assistance Program as a good investment. Annual Strategic Human Resources Plan Planning the workforce point 5 demonstrates that an Employee Assistance Program would meet this planning. 97

20 Task 2 Practical: Determine Strategies for Delivery of HR Services (continued) These are the sort of examples and explanations that you are looking for. Ensure that whatever is suggested, particularly in relation to the organisation of the Learner, is well supported by argument and documentation. If the Learner has used their own organisation, the human resource requirements may include: Assessment and development centres Career management Competency development processes Counselling Discrimination, vilification, and harassment advice Education and training programs Feedback Flexible work arrangements Induction and orientation programs Industrial relations advice Workplace health and safety (WHS) processes and procedures Personal and career development planning Rehabilitation and return-to-work schemes Remuneration and benefits advice Self-analysis and self-assessment Staff selection Succession planning Tele-working procedures Workers compensation. Ensure that if the Learner has used their own organisation, sufficient documentation has been included and there are enough links to justify their choice to include their program and that the arguments would be appropriate and useful to senior management in making the decision. 98

21 Task 2 Practical: Determine Strategies for Delivery of HR Services (continued) 2b Review the external business environment which may impact on the organisation s human resources requirements. In the case of Bounce Fitness, this will depend on the current economic climate. The global financial crisis, for example, will impact on fitness centres as there is reduced disposable income, increased interest rates, etc. Consider the climate now, in relation to either the business of the Learner or a fitness centre, and ensure that the arguments are viable and valid. The external business environment to be considered by the applicant may include: Unemployment rates Competition for workers Skills and labour shortages Market trends Economic conditions Changes in technology 2c Industry changes. Describe the methods you will use to consult with line and senior managers (you will need at least two different processes). The Learner must have included at least a process for line managers and one for senior management. Presentations at Board meetings, face-to-face meetings, etc, would be most useful for senior management. Line managers could be polled by with follow-up meetings in a group or using telecommunications/skype for follow-up. These are the sort of examples with an explanation that you are looking for. Ensure that whatever is suggested, particularly in relation to the organisation of the Learner, is well supported by argument and documentation. 2d Ensure that if the Learner has used their own organisation, sufficient thought have been given to how this would be processed has been included and that the methods would be appropriate and useful to all levels of management in making or supporting the decision. Review the requirements for diversity in the workforce. The Bounce Fitness documents make no reference to diversity. This should be noted by the Learner. 2e Develop at least two options for the delivery of the Employment Assistance Program and describe how they comply with legislative requirements, organisational policies, and the business ethics framework. Remember to consider all stages of the program including evaluation, record, and document storage. 99

22 Task 2 Practical: Determine Strategies for Delivery of HR Services (continued) Options will include: Cost-benefit analysis Risk analyses Recommendations to groups and individuals who have a role in the implementation of policies, procedures, or decisions, and/or are affected by their implementation. The Learner must have included at least two options. In the case of Bounce Fitness, either local external staff (physiotherapists, psychologists, etc.) would probably be a better option in each location rather than trying to travel staff requiring support to a central place, i.e. Cairns. This could be demonstrated using a cost-benefit analysis. Legislative requirements, organisational policies, and business ethics framwork may include: Award and enterprise agreements, and relevant industrial instruments Relevant industry Codes of Practice Relevant legislation from all levels of government that affects business operation, especially in regard to WHS and environmental issues, EEO, industrial relations, and anti-discrimination Strategic and business plans. 2f However, there are many possible scenarios so consider the validity and credibility of each before reaching an assessment decision. Develop action plans for the delivery of the Employment Assistance Program. The action plans must include roles and responsibilities appropriate to the human resources team, line managers, and external contractors (if appropriate). Action plans must contain: Service specifications Performance standards Timeframes. Ensure that the action plans developed by the Learner are in the best order, contain enough detail, and are directly related to the other actions and staff responsibilities, and in a suitable timeframe. The Learner must have included copies of any documents to which they referred and copies of the strategic documents that they used to explain the alignment between the business strategy and organisational plans and the employment assistance program. If the Learner used their own organisation, they MUST also include details of the human resource program that they intend to implement. 100

23 Task 3 Practical: Manage the Delivery of Human Resource Services The Learner must have addressed the following questions within the parameters provided in relation to managing the delivery of an Employment Assistance Program in Bounce Fitness or an organisation of their choice as described in the Case Study and Using Your Own Business sections to demonstrate their understanding of the business strategy and operational plan of the business. If the Learner has used their organisation, all answers MUST be verified during the Assessor discussion with the Manager of the Learner during completion of the Evidence Record. Task 3 requires the Learner to plan the communication in relation to the proposed human resources system. 3a When you have determined how you will communicate with the line and senior managers (Task 2c), discuss your preferred methods with your Assessor and agree to strategies for the achievement of the establishment and integration of your plan. Using the information supplied by the Learner in Task 2c, the Learner must provide a method for communicating with senior managers and another for communicating with the line managers to allow agreement on the strategies for the achievement of the establishment and integration of their plan. The Learner may have another group with whom they wish to communicate, but the two nominated here are the ones being assessed. Communication with senior managers will be more formal than with line managers. This may include presentations to Board Meetings, face-toface meetings, written reports along with more casual updates or discussions. Communication with line managers will be more informal and may include meetings both face-to-face and online via Skype if in other locations as in the Bounce Fitness case. s, short reports, newsletters, and recommendations may be appropriate. 3b If the Learner has used their own organisation, check to see that the selected methods are most appropriate to that organisation and that no common, useful, and cost-effective methods have been overlooked. Use these strategies to develop the information communication you will use to inform internal and external stakeholders. This must include samples of any documents you create and intend to use. The Learner must have supplied samples of the documents and presentations discussed in Task 3a. Check that these are concise, useful, and contain only the information required at the stage they are intended to be delivered. Check that they are appropriate for the intended audience and complete in terms of information requirements. Check also that they have been carefully proofed and spell checked. 101

24 Task 3 Practical: Manage the Delivery of Human Resource Services (continued) 3c 3d Describe how you will negotiate the service agreements between the human resources team, service providers, and client groups. The Learner should have addressed the information contained on page 30 and 31 of the Trainer Manual. If they suggest differences, check that they are appropriate and useful. They may be relating to the communication systems of the organisation of the Learner, in which case, you should confirm with the Manager of the Learner during the Evidence Record completion discussion. Develop, document, and describe how you will communicate the action plans including: Service specifications Performance standards Timeframes. The communication plan supplied by the Learner must be appropriate to the groups that they seek to inform. In the case of Bounce Fitness, there are many centres spread around Australia. While it may be useful to have a small team visit each centre and discuss with each group face-to-face, this would be costly. As this is a beneficial human resources system, and probably not meeting any opposition with a simple functionality, Skype meetings, having a visit to the centre combined with some other purpose such as meeting with external providers, may be the best choice. This would be followed-up by newsletter and information, and training in using the system. The training could probably be completed by the Managers of the Centre after they have been trained probably centrally after the finalised system is introduced and they are being informed and allowed to ask questions. 3e This is the sort of detail that you are looking for if the Learner has used their own organisation. Ensure that suggestions in all cases are practical, cost-efficient, useful, and appropriate. If the Learner has used their own organisation, confirm with the Manager of the Learner during the Evidence Record completion discussion. What training and support will be required? How will you arrange this? In the case of Bounce Fitness, how to use the system, what is available to the staff and ongoing support (the Manager or a nominated HR individual) are the only requirements. This could be conducted by the Manager as stated above. If the Learner has used their organisation, consider the degree and amount of training that would be required. Consider also the cost in terms of trainers and time lost. Ask if it is practical and necessary, or is there a better way. If the Learner has used their own organisation, confirm with the Manager of the Learner during the Evidence Record completion discussion. 102

25 Task 3 Practical: Manage the Delivery of Human Resource Services (continued) 3f What monitoring will be undertaken to maintain quality assurance? Monitoring should include user surveys, receipt, and documentation of feedback constructive and positive. Interviews could also be conducted. Monitoring should be more frequent in the early stages or if there are problems or changes to the systems. All monitoring should be documented to allow for improvements. 3g 3h 3i If the Learner has used their organisation, consider the degree of monitoring that would be appropriate to the project. If the project could be contentious, more regular and frequent monitoring would be required. Consider also the cost monitoring must also be cost-efficient. Ask if it is practical and necessary, or is there a better way. If the Learner has used their own organisation, confirm with the Manager of the Learner during the Evidence Record completion discussion. How will you monitor the delivery of the service providers? Service providers will require monitoring on a basis that allows users and those referring to be canvassed. This would normally be by survey (online or hard copy), or interview. Ask if it is practical and necessary, or is there a better way. If the Learner has used their own organisation, confirm with the Manager of the Learner during the Evidence Record completion discussion. How will you rectify under-performance by service providers? Under-performance should be described in the terms on pages 36 and 37 of the Trainer Manual. If there is a departure, consider the appropriateness and usefulness of the alternative method and make a decision. If the Learner has used their own organisation, confirm with the Manager of the Learner during the Evidence Record completion discussion. How will you assess the ROI in providing the Employment Assistance Program? The return on investment must be explained and calculated according to the training on pages 37 and 38 of the Trainer Manual. In the case of Bounce Fitness, the Gain from Investment could be represented by the wages saved from worker compensation dividends due to fewer claims, or the reduction in time lost. The cost of investment would include establishment and ongoing maintenance costs. The Learner will not be able to provide hard numbers, but their discussion should demonstrate clear understanding of the concepts and an ability to apply in this context. The Learner must have included copies of any documents to which they referred. 103

26 Task 4 Project: Evaluate Human Resource Services Delivery The Learner must have addressed the following questions within the parameters provided in relation to managing the delivery of an Employment Assistance Program in Bounce Fitness or an organisation of their choice as described in the Case Study and Using Your Own Business sections to demonstrate their understanding of the business strategy and operational plan of the business. If the Learner has used their organisation, all answers MUST be verified during the Assessor discussion with the Manager of the Learner during completion of the Evidence Record. Task 4 requires the Learner to evaluate the delivery of the human resources system. 4a 4b 4c 4d The systems you will establish to gather and store information that will be needed to provide the Employment Assistance Program. The Learner must have described what information they will collect, how it will be collected, and how it will be stored. The system described by the Learner must be practical and useful, and the nominated information to be collected appropriate to the original goals and objectives of the organisation and the project. There should also be mention of how the information will be stored to keep it confidential and secure. How will you survey clients to determine their level of satisfaction? It could be suggested that the survey be online and automatically triggered by an appointment date, or could be posted out by head office on receipt of an account from a provider or by any useful and appropriate means suggested by the Learner. Consider carefully if the method suggested by the Learner is practical and useful while also being cost-efficient. How will you determine the feedback that will be used for review processes? All feedback must be recognised and available for Senior Managers to peruse. After that, depending on the quantity of feedback anticipated and the nature of the project, an average should be kept with obvious outliers noted. The information provided by the Learner must be viable, useful, and practical. This should be confirmed with the Supervisor of the Learner during the Evidence Record completion discussion. What feedback will you collect and how will it be analysed to allow you to recommend changes to the service delivery? All feedback must be collected and reviewed to discover if the system is working, meeting its goals, providing good and probably expected results and the impact of the system in the workplace. 104

27 Task 4 Project: Evaluate Human Resource Services Delivery (continued) 4e 4f How will you obtain approval from appropriate managers to variations to the service delivery? This will depend on the communication systems within the organisation. Bounce Fitness would probably use its Intranet and s along with Centre Managers to provide change information. The information provided by the Learner must be viable, useful, and practical. This should be confirmed with the Supervisor of the Learner during the Evidence Record completion discussion. How will you support the changes across the organisation? Support would be provided through being available to provide information, training and support, meeting arguments with evidence and listening to others to clearly understand how they feel about the system and its function. Providing feedback to stakeholders should also be mentioned. Task 5 Theory: Manage the Integration of Business Ethics in Human Resource Practices Task 5 requires you to ensure that the human resources practices are ethical. On your own paper discuss: 5a How will you ensure that your personal behaviour is consistently ethical and reflects the values of the organisation? 5b 5c 5d 5e The Learner should relate to their always behaving ethically, being a role model, and in the case of the new system establishment, perform as a champion and strong supporter of the system. How will you ensure that the Code of Conduct is observed across the organisation and that its expectations are incorporated in the human resources policies and practices? The Learner should state that induction training is essential so that everyone knows the expectations. Regular review at tailgate meetings, etc, would also be useful. How will you ensure that confidentiality is maintained in relation to all human resources information? The answer here should line-up with the answer in Task 1e. Ensure that it is consistent. How will you manage any unethical behaviour? The Learner should take their answer from page 62 in the Trainer Manual. How will you ensure that anyone responsible for human resources functions are clear about the ethical expectations of their behaviour? The Learner should state that all staff will be trained so that they understand not only the organisation, but the special role that they fill. 105

28 Task 6 Evidence Record To be competent in Task 6 the Learner must be verified by their Supervisor as satisfactory in all performance criteria. Example Only Complete this section in the Learner Assessment Pack for each Learner. Tasks Sign-Off Sheet Learner Name Assessor Name Learner Signature Assessor Signature Date Date 106

29 Recording 107

30 Example Only Complete this section in the Learner Assessment Pack for each Learner. Record of Assessment Learner Details Assessor Details Name Name Course Code Site and Date Unit Code BSBHRM501 Unit Name Manage Human Resource Services Performance Criteria Mapping Assessment Activity PC Mapping Satisfactory Needs More Evidence Task 1 Theory: Short Answer Questions Task 1a Task 1b Task 1c Task 1d Task 1e KE1 KE2 KE3 KE4 KE5 Task 2 Practical: Determine Strategies for Delivery of HR Services Task 3 Practical: Manage the Delivery of Human Resource Services Task 4 Project: Evaluate Human Resource Services Delivery Task 5 Theory: Manage the Integration of Business Ethics in Human Resource Practices Task 6 Evidence Record Only required if the simulated business is NOT used. 1.1, 1.2, 1.3, 1.4, 2.5, 1.6, , 2.2, 2.3, 2.4, 2.5, 2.6, 2.7, , 3.2, 3.3, 3.4, 3.5, ,4.2, 4.3, 4.4, , 1.2, 1.3, 1.4, 2.5, 1.6, 1.7, 2.1, 2.2, 2.3, 2.4, 2.5, 2.6, 2.7, 2.8, 3.1, 3.2, 3.3, 3.4, 3.5, 3.6, 4.1,4.2, 4.3, 4.4,

31 Performance Evidence Mapping Satisfactory Needs More Evidence PE1 PE2 PE3 PE4 Plan and manage human resource delivery within legislative, organisational and business ethics frameworks Communicate effectively with a range of senior personnel Identify and arrange training support where appropriate Calculate human resource return on investment within the organisation. Tasks 1, 2, 3, 4, 5 and 6 Tasks 2c, 3a, 3c, 4e and 6 Tasks 3e and 6 Tasks 1f and 6 Knowledge Evidence Mapping Satisfactory Needs More Evidence KE1 KE2 KE3 KE4 KE5 Identify the key provisions of legal and compliance requirements that apply to managing human resources Summarise the organisation's code of conduct Explain human resource strategies and planning processes and their relationship to business and operational plans Describe performance and contract management Explain how feedback is used to modify the delivery of human resources Tasks 1a and 6 Tasks 1b and 6 Tasks 1c and 6 Tasks 1d and 6 Tasks 1e and 6 Context Mapping PC Mapping Satisfactory Needs More Evidence 109

32 Foundation Skills Mapping Skill Description ACSF Level Mapping Satisfactory Needs More Evidence Reading Critically evaluates and applies content from a range of structurally complex texts 5 Tasks 1, 2, 3, 4 and 5 Writing Develops a range of documentation using tone, structure and language suited to context and audience 5 Tasks 1, 2, 3, 4 and 5 Oral Communication Numeracy Navigate the world of work Asks questions to gather information and listens carefully to evaluate information Uses appropriate vocabulary and tone in negotiations Makes basic calculations to ensure work output meets predetermined timeframes Selects from an expanding range of mathematical strategies when analysing investment policies Considers and adheres to organisational policies and procedures when developing plans and strategies Monitors adherence to legislative and organisational requirements Appreciates the implications of ethical, legal and regulatory responsibilities related to own work Considers own role in terms of its contribution to broader goals of the work environment 5 Task 3b 5 Tasks 1, 2, 3, 4 and 5 5 Task 1f 5 Task 1f 5 Task 1a 5 Task 1b 5 Task 5 5 Task 5 Interact with others Recognises the importance of taking audience, purpose and contextual factors into account when making decisions about what to communicate to whom, why and how Collaborates with others to achieve joint outcomes, playing an active role in facilitating effective group interaction 5 5 Tasks 1, 2, 3, 4 and 5 Tasks 1, 2, 3 and 4 Develops plans for complex, highimpact activities with organisational implications 5 Tasks 2, 3 and 4 Uses systematic, analytical processes to solve problems in complex, non-routine situations 5 Tasks 2, 3 and 4 Get the work done Uses analytical processes to decide on a course of action, establishing criteria for deciding between options, and seeking input and advice from others 5 Tasks 2, 3 and 4 Uses digital technologies and systems safely, legally and ethically when gathering, storing and accessing information 5 Tasks 2, 3, 4 and 5 110

33 (please tick appropriate box) Yes No Comments and future action noted in Learner Assessment Pack Results discussed and agreed to You have the right to appeal the outcome of your assessment. The Learner is Competent Not Yet Competent Learner Comments Assessor Comments Details of further evidence required After reassessment the Learner is Competent Not Yet Competent Assessor Signature Date The signature confirms that I have submitted all my own work and agree with the assessment decision and feedback. Learner Signature Date 111

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35 Unit of Competency and Assessment Requirements BSBHRM501 Manage Human Resource Services 113

36 Unit of Competency Unit of Competency Modification History Release 1 This version first released with BSB Business Services Training Package Version 1.0. This unit describes the skills and knowledge required to plan, manage and evaluate delivery of human resource services, integrating business ethics. Application It applies to individuals with responsibility for coordinating a range of human resource services across an organisation. They may have staff reporting to them. No licensing, legislative or certification requirements apply to this unit at the time of publication. Unit Sector Workforce Development Human Resource Management ELEMENTS AND PERFORMANCE CRITERIA Element Elements describe the essential outcomes. Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element Analyse business strategy and operational plans to determine human resource requirements 1.2 Review external business environment and likely impact on organisation s human resource requirements 1.3 Consult line and senior managers to identify human resource needs in their areas 1. Determine strategies for delivery of human resource services 1.4 Review organisation s requirements for diversity in the workforce 1.5 Develop options for delivery of human resource services that comply with legislative requirements, organisational policies and business goals 1.6 Develop and agree on strategies and action plans for delivery of human resource services 1.7 Agree and document roles and responsibilities of human resource team, line managers, and external contractors 114

37 Unit of Competency ELEMENTS AND PERFORMANCE CRITERIA Element Elements describe the essential outcomes. Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element. 2.1 Develop and communicate information about human resource strategies and services to internal and external stakeholders 2.2 Develop and negotiate service agreements between the human resource team, service providers and client groups 2. Manage the delivery of human resource services 2.3 Document and communicate service specifications, performance standards and timeframes 2.4 Identify and arrange training support if required 2.5 Agree on, and arrange monitoring of quality assurance processes 2.6 Ensure that services are delivered by appropriate providers, according to service agreements and operational plans 2.7 Identify and rectify underperformance of human resource team or service providers 2.8 Identify appropriate return on investment of providing human resource services 3.1 Establish systems for gathering and storing information needed to provide human resource services 3.2 Survey clients to determine level of satisfaction 3. Evaluate human resource service delivery 3.3 Capture ongoing client feedback for the review processes 3.4 Analyse feedback and surveys and recommend changes to service delivery 3.5 Obtain approvals to variations in service delivery from appropriate managers 3.6 Support agreed change processes across the organisation 4.1 Ensure personal behaviour is consistently ethical and reflects values of the organisation 4. Manage integration of business ethics in human resource practices 4.2 Ensure code of conduct is observed across the organisation, and its expectations are incorporated in human resource policies and practices 4.3 Observe confidentiality requirements in dealing with all human resource information 4.4 Deal promptly with unethical behaviour 4.5 Ensure all persons responsible for human resource functions understand requirements regarding their ethical behaviour 115

38 Unit of Competency FOUNDATION SKILLS This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance. Skill Performance Criteria Description Reading 1.1, 1.2, , 2.6, 2.8, 3.4, 4.2, 4.3 Writing 1.5, 1.7, , 3.1, 3.3 Critically evaluates and applies content from a range of structurally complex texts Develops a range of documentation using tone, structure and language suited to context and audience Oral Communication 1.3, 2.2, 3.2 Asks questions to gather information and listens carefully to evaluate information Uses appropriate vocabulary and tone in negotiations Numeracy 2.3, 2.8 Makes basic calculations to ensure work output meets predetermined timeframes Selects from an expanding range of mathematical strategies when analysing investment policies Navigate the world of work Interact with others Get the work done 1.1, 1.2, 1.4, 1.5, 2.6, 4.1, 4.2, , 2.5, 2.7, 3.5, 4.4, , 1.2, 1.5, 1.6, 2.4, 2.6, 2.7, 3.1, 4.3 Considers and adheres to organisational policies and procedures when developing plans and strategies Monitors adherence to legislative and organisational requirements Appreciates the implications of ethical, legal and regulatory responsibilities related to own work Considers own role in terms of its contribution to broader goals of the work environment Recognises the importance of taking audience, purpose and contextual factors into account when making decisions about what to communicate to whom, why and how Collaborates with others to achieve joint outcomes, playing an active role in facilitating effective group interaction Develops plans for complex, high-impact activities with organisational implications Uses systematic, analytical processes to solve problems in complex, non-routine situations Uses analytical processes to decide on a course of action, establishing criteria for deciding between options, and seeking input and advice from others Uses digital technologies and systems safely, legally and ethically when gathering, storing and accessing information 116

39 Unit of Competency UNIT MAPPING INFORMATION Code and title current version Code and title previous version Comments Equivalence status BSBHRM501 Manage human resource services BSBHRM501B Manage human resources services Updated to meet Standards for Training Packages Minor change to unit title Equivalent unit LINKS Companion volumes available from the IBSA website: volumes 117

40 Assessment Requirements Assessment Requirements Modification History Release 1 This version first released with BSB Business Services Training Package Version 1.0. PERFORMANCE EVIDENCE Evidence of the ability to: Plan and manage human resource delivery within legislative, organisational and business ethics frameworks Communicate effectively with a range of senior personnel Identify and arrange training support where appropriate Calculate human resource return on investment within the organisation. Note: If a specific volume or frequency is not stated, then evidence must be provided at least once. KNOWLEDGE EVIDENCE To complete the unit requirements safely and effectively, the individual must: Identify the key provisions of legal and compliance requirements that apply to managing human resources Summarise the organisation s code of conduct Explain human resource strategies and planning processes and their relationship to business and operational plans Describe performance and contract management Explain how feedback is used to modify the delivery of human resources. ASSESSMENT CONDITIONS Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the general administration field of work and include access to: Business strategy and operation plans Business technology Legislation, regulations and codes of practice relevant to staff recruitment, selection and induction Interaction with others. Assessors must satisfy NVR / AQTF assessor requirements. LINKS Companion volumes available from the IBSA website: volumes 118