Telecommunications Training Package ICT97 · 2005-05-26 · Telecommunications Training Package...

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Telecommunications Training Package ICT97 Technical & Call Centre Streams Volume 1 - General Information, Assessment Guidelines and Qualifications Associated Volume Parts not in this publication & available separately Volume 1: Part A – Cabling Stream Volume 1: Part B – CPE Stream Volume 1: Part C – CAN Stream Volume 1: Part D – Network Stream Volume 1: Part E – Call Centre Stream

Transcript of Telecommunications Training Package ICT97 · 2005-05-26 · Telecommunications Training Package...

Telecommunications

Training Package ICT97

Technical & Call Centre Streams

Volume 1 - General Information,

Assessment Guidelines and Qualifications

Associated Volume Parts not in this publication & available separately

Volume 1: Part A – Cabling Stream

Volume 1: Part B – CPE Stream

Volume 1: Part C – CAN Stream

Volume 1: Part D – Network Stream

Volume 1: Part E – Call Centre Stream

Managing Agent The Training Package has been prepared on behalf of the Information Technology and Telecommunications Industry Training Advisory Body (previously InfoComP Training) located at 139 Queensberry Street, Carlton South, Victoria, 3053

Information Technology and Telecommunications Industry Training advisory Body Ltd. (IT&Titab) Suite 3, 139 Queensberry Street, Carlton South, Victoria, Australia, 3053 Telephone: +61 03 9349 4955 Facsimile: +61 03 9349 4844

Authors • The DAT Corporation Pty Ltd–Dennis Trevarthen, John Rodgers • MK and MW O’Sullivan, Human Resource Consultants • BJ Brinkworth and Associates Pty Ltd

Validity of Information

The content of this report has been validated at all stages of its development by Telecommunications Industry representatives. This validation ensures the accuracy of the information contained in this resource at the time of publication. Users are encouraged to check information with manufacturers and regulatory bodies when using this resource in the future.

Copyright © Australian National Training Authority (ANTA), 2000 Level 11, AMP Place 10 Eagle Street BRISBANE QLD 4000 Phone: (07) 3246 2300 Fax: (07) 3246 2490 All rights reserved. This work has been produced initially with the assistance of funding provided by the Commonwealth Government through ANTA. This work is copyright, but permission is given to teachers, trainers and assessors to make copies by photocopying or other duplicating processes for use within their own training organisation or in a workplace where the training is being conducted. This permission does not extend to the making of copies for use outside the immediate training environment for which they are made, nor the making of copies for hire or resale to third parties. For permission outside of these guidelines, apply in writing to Australian National Training Authority. This work is the result of wide consultations with many industry participants throughout Australia. Consequently it is a collaborative view not necessarily representing any specific body and no single body warrants its content or accepts any liability. Published by: Australian Training Products Ltd Level 25 / 150 Lonsdale St, Melbourne , 3000 PO Box 12211 A’Beckett St Post Office Melbourne, Victoria 8006, Australia Telephone +61 3 9655 0600 Facsimile +61 3 9639 4684 E-mail: [email protected]

STOCKCODE; 8050V11S Publication history: November 1977, January 1999, March 2000 Printed by Document Printing Australia, Melbourne, Victoria, Australia Version 2.00 January 2001

Telecommunications Training Package ICT97

Competency Standards, Assessment Guidelines and Qualifications

Volume 1: © Australian National Training Authority

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Telecommunications Training Package ICT97

Endorsed Component

Competency Standards, Assessment Guidelines and Qualifications

Volume 1

The endorsed component details the specifications of the Telecommunications Training Package including both the Technical and Call Centre streams. It specifies the full range of competency standards for the telecommunications industry Technical and Call Centre streams; it provides the assessment guidelines for competency standards; and it defines qualifications in terms of competency standards grouped within the Australian Qualifications Framework (AQF). Qualifications range from Level 2 Certificates through to Advanced Diplomas.

The Telecommunications Training Package ICT97 was first endorsed by the National Training Framework Committee (NTFC) in October 1997 and included 11 qualifications for 127 technical competency standards.

In October 1999, the NTFC endorsed an additional 8 (5 Technical and 3 Call Centre) qualifications to the package with the inclusion of a further 44 (6 Technical CAN and 38 Call Centre Stream) competency units. Refer Appendix 1 for background history of Call Centre component changes. In December 2000, three (3) competency standards were endorsed for the new Cabler Provider Rules) This volume in conjunction with the following listed volume parts represents the full complement of all endorsed components from 1997 and 2000. Volume 1: Part A – Cabling Stream Volume 1: Part B – CPE Stream Volume 1: Part C – CAN Stream Volume 1: Part D – Network Stream Volume 1: Part E – Call Centre Stream

Training Package Resource Materials

Volume 2 Telecommunications Training Package : Implementation and Professional Development Guide This volume includes the "Telemap" Data Base CD that assists in the development of learning and training programs, and in determining individual RPL requirements for selected competency standards.

Volume 3 Telecommunications Training Package : Assessment Materials for Competency Units. This volume is available in 5 separate sections to suit the specialist streams.

A diagram summary of the publications available is provided on the following page.

Telecommunications Training Package ICT97 Competency Standards, Assessment Guidelines and Qualifications

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Telecommunications Training Package : Publications

Volume 1

EndorsedComponent

GeneralInfo......

Part A

Part B

Part C

Part D

Part E

General Information, Assessment Guidelines,Qualification Specifications

Competency Standards : Cabling Stream

Competency Standards : CPE Stream

Competency Standards : CAN Stream

Competency Standards : Network Stream

Competency Standards : Call Centre Stream

IT&Titab

TelecommunicationsTraining PackageICT97

IT&Titab

Volume 2

Implementationand

ProfessionalDevelopment

Guide

TelecommunicationsTraining PackageICT97

• Descriptions of how to use the Training Package• Examples of using the Telemap Data Base to create training programs and RPL pathways• Descriptions and examples of assessing competency standards using individual unit assessment forms

Includes “Telemap” Data Base CDTELE-MAP

Volume 3

AssessmentMaterials

forCompetencyStandards

IT&Titab

Part A

Part B

Part C

Part D

Part E

Assessment materials for Cabling stream competency standards

Assessment materials for CPE stream competency standards

Assessment materials for CAN stream competency standards

Assessment materials for Network stream competency standards

Assessment materials for Call Centre stream competency standards

IT&Titab

Non-Endorsed Component

Telecommunications Training Package ICT97

Competency Standards, Assessment Guidelines and Qualifications

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Training Package Qualifications

Technical AQF Level

ICT20197 Certificate II in Telecommunications 2

ICT30197 Certificate III in Telecommunications 3

ICT40197 Certificate IV in Telecommunications 4

ICT50197 Diploma of Telecommunications Engineering 5

ICT60197 Advanced Diploma of Telecommunications Engineering 6

ICT20297 Certificate II in Telecommunications (Cabling) 2

ICT30497 Certificate III in Telecommunications (Cabling) 3

ICT30699 Certificate III in Telecommunications (Customer Premises Cabling and Equipment)

3

ICT40499 Certificate IV in Telecommunications (Cabling) 4

ICT30297 Certificate III in Telecommunications (CPE) 3

ICT40297 Certificate IV in Telecommunications (CPE) 4

ICT50299 Diploma of Telecommunications (CPE) 5

ICT20399 Certificate II in Telecommunications (CAN) 2

ICT30397 Certificate III in Telecommunications (CAN) 3

ICT40397 Certificate IV in Telecommunications (CAN) 4

ICT50399 Diploma of Telecommunications (CAN) 5

Call Centres AQF Level

ICT20499 Certificate II in Telecommunications (Call Centres) 2

ICT30599 Certificate III in Telecommunications (Call Centres) 3

ICT40599 Certificate IV in Telecommunications (Call Centres) 4

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Competency Standards, Assessment Guidelines and Qualifications

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Contents Introduction .....................................................................................................................7

What is a National Training Package? ..................................................................................................... 7 National Competency Standards .............................................................................................................. 9 Assessment Guidelines............................................................................................................................. 9 National Qualifications........................................................................................................................... 10

Section 1: Competency Standards ...............................................................................13

Introduction ............................................................................................................................................ 13 Content Quality ...................................................................................................................................... 13 Technical Quality ................................................................................................................................... 14 Process Quality....................................................................................................................................... 14 Competency Standards Data................................................................................................................... 15 List of Telecommunications Competency Units .................................................................................... 16

Section 2: Assessment Guidelines.................................................................................25

Part 1: Telecommunications Industry Guidelines......................................................25

Assessment System Overview................................................................................................................ 25 Assessment Pathways............................................................................................................................. 26 Traineeship Pathways............................................................................................................................. 27 Assessor Qualifications .......................................................................................................................... 29 Guidelines for Designing Assessment Materials.................................................................................... 30 Guidelines for Conducting Assessments ................................................................................................ 33

Part 2: Telecommunications Licensed Cabling Assessment Guidelines ..................35

Assessment System Overview................................................................................................................ 35 Assessment Pathways............................................................................................................................. 36 Appeal and Reassessment Process ......................................................................................................... 38 Assessor Qualifications and Training..................................................................................................... 40 Guidelines for Designing Assessment Materials.................................................................................... 43 Guidelines for Conducting Assessments ................................................................................................ 44 Sources of Information on Assessment .................................................................................................. 46

Section 3: Qualifications Framework ..........................................................................53

Introduction ............................................................................................................................................ 53 Qualifications Features........................................................................................................................... 54 New Apprenticeships and Traineeships ................................................................................................. 56 Key Competencies and Performance Levels .......................................................................................... 61 Certificate II in Telecommunications ..................................................................................................... 65 Certificate III in Telecommunications.................................................................................................... 67

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Certificate IV in Telecommunications.................................................................................................... 69 Diploma of Telecommunications Engineering....................................................................................... 71 Advanced Diploma of Telecommunications Engineering...................................................................... 73 Certificate II in Telecommunications (Cabling)..................................................................................... 75 Certificate III in Telecommunications (Cabling) ................................................................................... 76 Certificate III in Telecommunications (Customer Premises Cabling and Equipment)........................... 77 Certificate IV in Telecommunications (Cabling) ................................................................................... 79 Certificate III in Telecommunications (CPE)......................................................................................... 80 Certificate IV in Telecommunications (CPE)......................................................................................... 81 Diploma of Telecommunications (CPE) ................................................................................................ 82 Certificate II in Telecommunications (CAN) ......................................................................................... 83 Certificate III in Telecommunications (CAN)........................................................................................ 84 Certificate IV in Telecommunications (CAN) ....................................................................................... 85 Diploma of Telecommunications (CAN) ............................................................................................... 86 Certificate III in Telecommunications (Call Centres) ............................................................................ 90 Certificate IV in Telecommunications (Call Centres) ............................................................................ 92

Section 4: Competency Standards Stream Listings ...................................................94

Technical Cabling Stream Units............................................................................................................. 94 Technical CPE Stream Units .................................................................................................................. 96 Technical CAN Stream Units ................................................................................................................. 97 Technical Network Stream Units ........................................................................................................... 98 Call Centre Stream Units...................................................................................................................... 100

Appendix 1 ...................................................................................................................102

Call Centre Component: Background History of Changes & Table of Equivalent Call Centre Competency Standards ......................................................................................................................... 102

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Introduction Developing and enhancing the knowledge and skills of the workforce will further improve the Telecommunications Industry’s ability to become more competitive. Employers are facing ever-increasing demands that call for a more effective and efficient workforce, where emphasis is placed on continuous improvement, higher productivity and a client focus. For this to succeed employers need a highly skilled and flexible workforce. National competency standards provide a benchmark for employers to accurately identify the requirements for particular work activities and a quality training system is central to ensuring workers have the skills and flexibility to adapt to change and improve the quality of goods and services. A quality training system has three important elements: national competency standards, competency-based training and a national assessment system for quality assurance and these form the basis of the Telecommunications Training Package.

Information Technology and Telecommunication Industry Training Advisory Body (IT&Titab) formally constituted in July 1999 is the current body that nationally represents the IT and T industry sectors. Its predecessor, InfoComP Training which nationally represented the Telecommunications, Postal Communications, Information Technology and Printing sectors, was funded by Australian National Training Authority (ANTA) to develop training packages for each of their industry sectors.

The Telecommunications Industry Training Advisory Board (TITAB) was delegated by InfoComP Training to develop this Training Package for the Telecommunications Industry within policy guidelines developed by the sponsoring body.

The Telecommunications Industry has strongly supported the development for this new approach, as it:

• places a higher level of importance on work performance through competency standards

• ties qualifications to competency rather than curriculum

• provides a greater degree of flexibility to the industry in the way it develops and conducts its training

• gives national training recognition to what is essentially a national industry

What is a National Training Package? Training Packages are a new government initiative designed to make training more flexible and affordable for industry. A National Training Package consists of two key components:

1. The Endorsed Component which provides:

• national competency standards complete with evidence of competency • assessment guidelines • national qualifications at different levels

2. The Resource Materials (non-endorsed) Component which provides

• learning strategies • professional development materials • assessment materials

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The endorsed component specifies the major parts of the Training Package which must be ‘endorsed’ by ANTA before gaining national recognition. The endorsed component of the Telecommunications Training Package is fully specified within this volume.

The resource materials (non-endorsed) component contains all the resources that support learning strategies and training delivery, assessment processes and materials, and trainer and assessor professional development. The non-endorsed component of the Telecommunications Training Package is contained within several volumes. Refer front pages for details.

The Training Package concept is designed to provide industry and those servicing industry with greater flexibility in gaining competency to the standards required by the Telecommunications Industry.

CompetencyStandards

Assessm entGuidelines

Qualifications

LearningStrategy

ProfessionalDevelopm ent

AssessmentMaterials

THE PACKAGE

RESOURCE MATERIALS

ENDORSED

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National Competency Standards National competency standards form a vital role within the Training Package, as they identify the telecommunications industry standards for knowledge, skills and attributes required to perform in the workplace. They remove the guesswork from gaining appropriately skilled staff by setting benchmarks for measuring performance. Standards also make training more effective and efficient by accurately identifying skill gaps. The Training Package provides employers with the benefit of having an industry benchmark for training and assessment; this can provide useful guidance for workplace training, development and recruitment purposes. Employees will also benefit by being able to access national qualifications through a variety of pathways.

To allow for consistency between industries, all national competency standards are written in the same format using the following six headings:

• Competency Standard Unit Number and Title: title expressed in outcome terms. • Unit Descriptor: explains the coverage of the unit. • Elements Criteria: specify what is to be assessed and to what level of performance. Activities that

provide evidence of competent performance are detailed. • Range of Variables: contextualise the unit of competency and provide the possible scope for

assessment. • Evidence Guides: contain the critical evidence to be considered for assessment and identifies

underpinning knowledge and skills.

Assessment Guidelines The existing assessment frameworks for the Telecommunications Industry have been reviewed and the resulting assessment guidelines show a common set of requirements for all sectors of the industry, except for some aspects of the cabling sector associated with national licensing requirements.

The assessment system for this Training Package has emerged from the requirements formulated from the key principle statements developed by the Telecommunications Industry.

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National Qualifications The national qualifications specified in the Telecommunications Training Package range from level 2 to 6 within the Australian Qualifications Framework (AQF). Qualifications are fully based on competency standard achievement and two distinct types of qualifications will be nationally awarded: a generic qualification issued on the successful completion of a specific number of standards chosen from the full range of standards at a particular level; or a specific stream qualification awarded on the successful completion of a determined number of standards chosen from a specific set of occupational stream standards.

The flexibility of these arrangements allows both employers and employees to choose the competency standards relevant to their employment needs, while employees will be able to gain a qualification when the set number of standards have been successfully attained. The Training Package details will allow individuals wishing to enter or seek other opportunities within the telecommunications industry to identify and plan various career pathways.

Employers will develop a greater understanding of what competencies are required for different job roles and their relationship to gaining particular qualifications. Where individual competencies are achieved but not in a number sufficient for the issuing of a national qualification, a ‘Statement of Attainment’ will be issued by the recognised training organisation.

Within the Training Package, competency standards endeavour to advance quality and consistency in current and future work practices. The standards form the basis for thorough, consistent and valid assessment. The assessment guidelines provide overall directions to trainees and assessors on how, when and under what conditions the assessment will occur. The assessment guidelines also articulate the qualifications and training requirements for trainers and assessors.

The Telecommunications Training Package has been developed with extensive industry consultation to ensure the final product reflected the quality expected by the industry.

Acknowledgments Although the original Training Package document submitted to the National Training Framework Committee of ANTA for endorsement contains substantial details of the developmental processes, the industries represented and individual participants involved in the consultation activities, this abridged volume has deleted many of the developmental details with the aim of simplifying the document to serve the needs of practitioners within the industry.

IT&Titab and TITAB wish to acknowledge the valuable contribution of all those who participated in the development of this project.

Particular thanks should also be given to the Steering Committee who guided and assisted the consultants through the ‘uncharted waters’ in which the final documentation emerged.

The time and effort invested by all involved in the development of this Training Package has resulted in an excellent product that should serve the telecommunications industry well over future years.

The development of this Training Package was funded by ANTA and was made possible with in-kind support from industry.

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Section 1:

Competency

Standards

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Section 1: Competency Standards

Introduction The 1997 endorsed Telecommunications Training Package included competency standards for the following technical streams:

• Customer Access Network (CAN) • Customer Premises Cabling (CPC): Licensing and non-licensing sectors • Customer Premises Equipment (CPE) • Mobile and PAY TV Equipment (now included with CPE units) • Network: Switching and Transmission Management

In 1999, 6 new CAN and 38 Call Centre stream standards were incorporated into the package.

The Telecommunications Drafting stream standards initially endorsed by NTB are not included in the Telecommunications Training Package but numbers have been reserved for their future inclusion.

Content Quality The endorsement by ANTA and its agencies and the validation by industry of competency standards for the functional areas presented in the package indicate that the standards conform to the requirements identified in the package guidelines. The standards for the Telecommunications Network and Call Centre sectors have been developed to the same format and through the same processes. The Network standards also conform to the requirements identified in the package guidelines.

In summary, all standards conform to the stated requirements in that they:

• reflect industry work outcomes across a range of technical functions and operational streams • incorporate overlapping industry and cross industry standards qualifications where applicable • fully reflect work outcomes, associated elements, specified performance criteria, contexts of

performance and the full range of skills and knowledge • show skills and knowledge as part of the evidence guide attached to each unit of competency • incorporate key competencies, language, literacy and numeracy skills and regulatory and licensing

requirements where applicable within the performance criteria, range of variables and/or evidence guide

• apply access and equity principles and • are suitable for flexible use by enterprises within the industry.

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Technical Quality The competency standards included in this package conform to the national format in all respects and have been prepared in accordance with the Standards Best Practice Manual.

The range of variables statement attached to each competency unit fully describes the variations that can apply to the performance of the unit–technology, work practice, specific enterprise differences, legislative and regulatory conditions.

Evidence guides in all cases reflect unit elements, performance criteria and range of variables, together with a full listing of underpinning skills and knowledge and the key aspects of assessment.

Process Quality The standards in all cases have been developed under the auspices of a steering committee representative of the industry.

Development and validation has been undertaken in conjunction with key industry players, people and enterprises (large, medium and small) involved with all sectors of the industry, regulators, telecommunication network owners, network users, State/Territory ITAB’s, State/Territory Training Authorities and Training Providers both public and private.

The development process involved personnel from across industry and across all states and territories using both workshop and interview formats. Initial validation involved these same personnel, whilst secondary validation involved a wider cross section of the industry as well as groups involved with the industry such as users, trainers etc.

Amalgamation of current standards into one set, enables fulfilment of the industry demand for full flexibility of competency use. This approach enables competency selection to meet the needs of the workplace as well as meeting the need to maximise career path development for employees and prospective employees.

Customisation of individual standards can only occur within the range of variables provided minimum requirements shown in the assessment criteria are maintained.

Review of the standards would normally occur along with the review of the total training package. Facility exists for more regular review, given the high level of change to which the Telecommunications and Call Centre industries are subjected, e.g., in regulation, technology and work practices.

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Competency Standards Data The following information reflects the principles governing the development of standards and lists the total set of competency units in numerical order.

Principles Governing Competency Standards Development 1. Maintain the integrity of the current competency based training system

2. Allow for flexibility within the technical sector to cover changes as a result of ACA regulations, deregulation and boundary definition changes

3. Allow for a greater degree of flexibility for both the employer and the employee in developing career paths

4. Allow greater degree of freedom in the development of delivery methodology

5. Recognise the similarities in activity between the various sectors within the telecommunications industry (eg. CAN and Cabling, and CAN and Network) or between Call Centres across different industries

6. Recognise the relationship of telecommunications cabling standards to ACA licensing regime

7. Facilitate industry use of competencies by identifying standards in streams and fields.

Technical Stream: Fields Call Centre Stream: Fields

Planning and Design Telecommunications Technology Network Management Information Technology Installation Customer Service Modification Telemarketing Testing / Commissioning Market Research Operations / Maintenance Selling Administration Customer Support and Assistance Supervision / Management Product / Service Faults Complaints Credit Management Billing Management Leadership

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List of Telecommunications Competency Units * Denotes units associated with licensed cabling that must be assessed by nationally registered assessors, approved by ACA.

Technical Stream Units Unit Number Unit Title Technical

Stream ICTTC001B Identify requirements for customer’s telecommunications equipment Cab/CPE

ICTTC002B Prepare design drawings and specifications for cable installation Cabling

ICTTC003B Estimate and quote on customer equipment installation Cab/CPE

ICTTC004B Schedule and supply cabling installation Cabling

ICTTC005B* Install cable support systems Lic Cab

ICTTC006B* Place and secure cable Lic Cab

ICTTC007A Vacant

ICTTC008B* Terminate metallic conductor cable Lic Cab

ICTTC009B* Place, secure and terminate structured cabling, twisted pair for certification

Lic Cab

ICTTC010B* Place, secure and terminate optical fibre cable Lic Cab

ICTTC011B* Place, secure and terminate coaxial cable Lic Cab

ICTTC012B* Install functional and protective telecommunications earthing system Lic Cab

ICTTC013B Perform an accurate cable system test Cab/CAN/CPE

ICTTC014B Handover systems and equipment Cab/CPE

ICTTC015B Locate and identify cable system faults Cabling

ICTTC016B* Joint copper cable Lic Cab

ICTTC017B* Alter services to existing cable system Lic Cab

ICTTC018B* Install underground enclosures and pipe/conduit Lic Cab

ICTTC019B* Install underground cable Lic Cab

ICTTC020B* Construct aerial cable supports Lic Cab

ICTTC021B* Install aerial cable Lic Cab

ICTTC022B* Organise and monitor cabling to ensure compliance with regulatory and industry standards

Lic Cab

ICTTC023B Supervise cabling project Cab/CAN

ICTTC024B Provide high level consultancy and technical support in the CPE sector CPE

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ICTTC025B Develop and deliver training associated with new and/or modified products

CPE

ICTTC026B Develop and deliver technical information to all company staff CPE

ICTTC027B Develop CPE installation project plans CPE

ICTTC028B Organise resources CPE

ICTTC029B Plan the development and growth of the telecommunications network Network

ICTTC030B Forecast service demand Network

ICTTC031B Prepare a project brief CAN/Net

ICTTC032B Undertake a civil site survey Network

ICTTC033B Develop project management plan Network

ICTTC034B Prepare a detailed design brief Network

ICTTC035B Organise material supply Network

ICTTC036B Undertake qualification testing of new or enhanced equipment and systems

Network

ICTTC037B Design a telecommunications project CAN

ICTTC038B Design an electronic network CAN

ICTTC039B Prepare project specifications CAN

ICTTC040B Assign a transmission path CAN

ICTTC041B Schedule resources CAN

ICTTC042B Undertake system administration Network

ICTTC043B Undertake network traffic management Network

ICTTC044B Co-ordinate fault rectification and restoration of service following network outages

Network

ICTTC045B Ensure that network changes are implemented as planned with minimal impact to the customer

Network

ICTTC046B Undertake network performance analysis Network

ICTTC047B Undertake management of the common channel signalling (CCS) network

Network

ICTTC048B Schedule customer premises equipment installation CPE

ICTTC049B Install customer premises systems and equipment CPE

ICTTC050B Install radio controlled customer premises equipment CPE

ICTTC051B Install PC based CPE system programs CPE

ICTTC052B Cutover new customer premises systems and equipment CPE

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ICTTC053B Train customers CPE

ICTTC054B Provide infrastructure for telecommunications network equipment Network

ICTTC055B Install an antenna/wave guide Net/CAN

ICTTC056B Install telecommunications network equipment Network

ICTTC057B Test cable bearers Network

ICTTC058B Acceptance test new systems and equipment Network

ICTTC059B Commission telecommunications network equipment Network

ICTTC060B Integrate new systems and equipment into the telecommunications network

Network

ICTTC061B Cutover new and/or replacement network equipment Network

ICTTC062B Build a telecommunications tower/mast CAN

ICTTC063A Vacant

ICTTC064B Haul underground cable CAN

ICTTC065B Splice optical fibre cable CAN

ICTTC066B Joint and terminate coaxial cable CAN

ICTTC067B Rearrange and cutover cable CAN

ICTTC068B Install telecommunications service to a building CAN

ICTTC069B Install network cable equipment CAN

ICTTC070B Install mobile telecommunications in motor vehicles CPE

ICTTC071B Install Pay TV set top unit CPE

ICTTC072B Effect changes to existing CPE systems and equipment CPE

ICTTC073B Cutover CPE additions, moves and changes CPE

ICTTC074B Recover customer premises equipment CPE

ICTTC075B Refurbish customer premises equipment CPE

ICTTC076B Complete equipment/software upgrades Network

ICTTC077B Commission an electronic unit CAN

ICTTC078B Commission an electronic system CAN

ICTTC079B Schedule CPE maintenance CPE

ICTTC080B Undertake preventive maintenance (CPE systems and equipment) CPE

ICTTC081B Perform tests and fault diagnosis remote from customer premises CPE

ICTTC082B Locate and rectify CPE faults on site, on a first in basis CPE

ICTTC083B Locate and rectify complex CPE system and equipment faults CPE

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ICTTC084B Provide expert advice and support on very complex CPE faults CPE

ICTTC085B Monitor, analyse and action telecommunications network alarms Network

ICTTC086B Undertake routine maintenance of the telecommunications network Network

ICTTC087B Undertake remote repair of network faults Network

ICTTC088B Locate and rectify network faults on a first in basis Network

ICTTC089B Repair and replace telecommunications network hardware Network

ICTTC090B Analyse and organise repair of complex telecommunication network faults

Network

ICTTC091B Analyse and organise repair of the most complex telecommunication network faults

Network

ICTTC092B Undertake outage management Network

ICTTC093B Manage spare parts Network

ICTTC094B Verify new software/hardware releases Network

ICTTC095B Conduct radio frequency measurements Network

ICTTC096B Conduct field tests of radio/wireless networks Network

ICTTC097B Conduct tests on handset enhancements and international roaming agreements

Network

ICTTC098B Monitor the capacity of, and recommend changes to, the mobile network

Network

ICTTC099B Remotely locate and identify cable network faults CAN

ICTTC100B Locate and diagnose cable faults CAN

ICTTC101B Locate and diagnose electronic faults CAN

ICTTC102B Repair electronic faults CAN

ICTTC103B Maintain cable network CAN

ICTTC104B Maintain an electronic system CAN

ICTTC105B Locate and rectify mobile telecommunications faults, on a first in basis CPE

ICTTC106B Locate and rectify Pay TV set top unit faults CPE

ICTTC107A Reserved for Telecommunications Drafting Competency Standard

ICTTC108A Reserved for Telecommunications Drafting Competency Standard

ICTTC109A Reserved for Telecommunications Drafting Competency Standard

ICTTC110A Reserved for Telecommunications Drafting Competency Standard

ICTTC111A Reserved for Telecommunications Drafting Competency Standard

ICTTC112A Reserved for Telecommunications Drafting Competency Standard

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ICTTC113A Reserved for Telecommunications Drafting Competency Standard

ICTTC114A Reserved for Telecommunications Drafting Competency Standard

ICTTC115A Reserved for Telecommunications Drafting Competency Standard

ICTTC116A Reserved for Telecommunications Drafting Competency Standard

ICTTC117A Reserved for Telecommunications Drafting Competency Standard

ICTTC118A Reserved for Telecommunications Drafting Competency Standard

ICTTC119A Reserved for Telecommunications Drafting Competency Standard

ICTTC120A Reserved for Telecommunications Drafting Competency Standard

ICTTC121A Reserved for Telecommunications Drafting Competency Standard

ICTTC122A Reserved for Telecommunications Drafting Competency Standard

ICTTC123A Reserved for Telecommunications Drafting Competency Standard

ICTTC124A Reserved for Telecommunications Drafting Competency Standard

ICTTC125A Reserved for Telecommunications Drafting Competency Standard

ICTTC126B Complete all administrative work associated with CPE activity CPE

ICTTC127B Supervise worksite activities CAN

ICTTC128A Vacant

ICTTC129A Vacant

ICTTC130A Prepare site for support installation CAN

ICTTC131A Install an above ground equipment enclosure CAN

ICTTC132A Erect cable supports CAN

ICTTC133A Construct an underground enclosure CAN

ICTTC134A Fix aerial cable CAN

ICTTC135A Joint metallic cable CAN ICTTC136A Install, maintain and modify premises communications cabling ACA

Restricted Rule Cabling

ICTTC137A Install, maintain and modify premises communications cabling ACA Open Rule

Cabling

ICTTC138A Install, maintain and modify premises communications cabling ACA Lift Rule

Cabling

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Call Centre Stream Units

ICTTC200A Use telecommunications technology in receiving and making calls in the call centre environment

ICTTC201A Use basic computer technology to process enterprise and customer data in a call centre environment

ICTTC202A Use specific enterprise systems to satisfy customer requirements

ICTTC203A Navigate and interrogate specific enterprise systems to satisfy customer requirements

ICTTC204A Provide quality customer service

ICTTC205A Manage and build on relationships with customers

ICTTC206A Respond to inbound calls relating to a specific marketing campaign

ICTTC207A Conduct outbound telemarketing campaign

ICTTC208A Conduct telemarketing campaign involving selling of product/service

ICTTC209A Conduct data collection for market research, opinion polls, customer surveying

ICTTC210A Process sales of limited product/service from incoming inquiries

ICTTC211A Process sales of complex product/service and where customer is unsure of available solutions

ICTTC212A Process sales which commit both customer and enterprise to considerable financial commitment

ICTTC213A Provide support and assistance to customers on matters relating to particular products /service

ICTTC214A Process general inquiries from customers and provide associated support and assistance

ICTTC215A Provide support to staff and customers on all inquiries and on matters defending enterprise policy

ICTTC216A Action reports of faults reported by customers relating to specific product/service

ICTTC217A Action reports of product/service faults reported by customers

ICTTC218A Negotiate with customers on major product/service faults

ICTTC219A Resolve complaints dealing with specific product/service

ICTTC220A Resolve customer complaints

ICTTC221A Resolve the more complex customer complaints

ICTTC222A Process low risk credit applications

ICTTC223A Process high risk credit applications

ICTTC224A Provide basic assistance to customers in relation to account inquiries

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ICTTC225A Process complex billing/account inquiries from customers

ICTTC226A Handle to finality complex account matters, service severance and/or product return for default

ICTTC227A Manage personal work priorities and professional development

ICTTC228A Provide leadership to call centre staff in the achievement of business goals and objectives

ICTTC229A Establish and manage effective relationships within the call centre team environment

ICTTC230A Lead, participate in and facilitate the activities of a call centre work team

ICTTC231A Manage the operations of a call centre work team to achieve planned outcomes

ICTTC232A Manage information and information systems in a call centre team environment

ICTTC233A Lead a call centre team delivering quality customer service

ICTTC234A Develop and maintain a safe workplace and environment

ICTTC235A Implement and monitor quality and continuous improvement systems and processes

ICTTC236A Facilitate and capitalise on change and innovation

ICTTC237A Contribute to the development of a learning culture within the call centre team environment

Note: A table of Call Centre equivalent units from other Training Packages is provided in Appendix 1.

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Section 2:

Assessment

Guidelines

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Section 2: Assessment Guidelines

Part 1: Telecommunications Industry Guidelines

Assessment System Overview Benchmarks for Assessment

The benchmarks for all assessment in the Telecommunications Industry contained in this Training Package are completely based on competency standards attainment.

The Training Package relates to both the technical component of the telecommunications industry and to call centres.

The technical component has 4 main industry sectors in which national competency standards have been developed: Customer Access Network (CAN), Customer Premises Cabling (CPC), Customer Premises Equipment (CPE) and Network: Switching and Transmission Management.

Due to the requirements of a national licensing system, two assessment systems have been introduced to satisfy the needs of the industry and regulatory authorities.

The assessment guidelines for this training package is therefore written in two parts:

1. guidelines which apply to the telecommunications industry generally (technical and call centres) and 2. guidelines which apply to the licensed cabling sector where they differ from the general application.

To assist understanding, the Assessment Guidelines–Part 2 Telecommunications Cabling (Licensing Sector) has the same format for cross-referencing purposes.

The titles and numbering of all competency standard units included in this training package are listed in Section 1–Competency Standards required for licensing purposes are identified with * after the unit number.

Role of Registered Training Organisations

Training organisations nationally registered by State/Territory Training Authorities will deliver a range of training products and services associated with the training package in accordance with Australian Recognition Framework (ARF) arrangements.

The main responsibilities of Registered Training Organisations (RTO) providing the Telecommunications Training Package are to:

• issue all Certificates, Diplomas and Statements of Attainment; • record and maintain records of all competency standard assessment, including related off and on-the-

job training assessment, where required;

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• organise the off and on-the-job assessment of competency standards, using qualified assessors and

nationally registered assessors for licensing standards as indicated in the section on “assessor qualifications and training”;

• deliver relevant training programs (optional).

Assessment Pathways The issuing of recognised qualifications within the telecommunications industry is based totally on successful completion of a set or cluster of competency standards as outlined in Section 2–Qualifications Framework.

Definition of Work Performance

The Telecommunications Training Package uses the term “work performance” to refer to either actual work or to a variety of types of simulations.

Where a competency unit specifically states that assessment must occur as a “practical demonstration in the work environment” the assessor must view real work before making an assessment decision. This refers particularly to licensing assessment.

The following diagram indicates the 3 main assessment pathways used to reach a qualification.

Assessment pathway 1 shows entry for a new / inexperienced trainee, undergoing an off-the-job training program which may include some assessment of competency standards applicable to simulated environments, then moving into the work place to gain experience and develop competence, prior to being assessed by a qualified assessor.

Assessment pathway 2 indicates direct entry of a new / inexperienced trainee into work place, gaining competence through informal/formal on-the-job training and experience, prior to being assessed by a qualified assessor in the workplace. It also indicates the possibility of undertaking concurrent off-the-job training and/or competency assessment, where required.

Assessment pathway 3 is for applicants who have previous training and/or work experience, where they are initially assessed by the RTO assessor/s and if deemed competent in sufficient standards, they would be eligible for the awarding of a relevant qualification. Where standards are incomplete, applicants would be required to undertake further work experience and/or training to satisfy the requirements.

Refer diagram figure 2 for an overview of the competency standards assessment process.

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A ss e ss m en t P a th w a y s to a T e lec o m m u n ic a tio n s Q u a lific a tio n

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Traineeship Pathways Full-time entry level traineeships will be encouraged for participants wishing to attain any Certificate 2 and 3 qualifications within this Training Package. The delivery of these traineeships will be generally modelled on assessment pathway 2, however a combination of pathways 1 and 2 may be useful proposition for those wishing to seek or obtain employment outside of major city areas.

The possibility of a part-time entry- level traineeship over a longer time period is another alternative. This would allow participants to continue with a secondary education study program, whilst also undertaking an off-the-job training program and part-time employment (and/or work placement) to gain experience and develop competence to meet the standards required for a vocational telecommunications qualification.

Further information on traineeships is given in Section 2–Qualifications Framework.

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Recording Assessment Outcomes The recording, storing and retrieval of all final competency standard assessment outcomes and related training program results will be provided by the RTO.

Qualifications Reporting On completion of a recognised qualification, issued Certificates, Diplomas and Advanced Diplomas should comply to the AQFAB requirements for such an award and must also include the competency standards attained within the award.

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Assessor Qualifications Assessment against the competencies in the Training Package will be carried out in accordance with these endorsed guidelines. The guidelines include the necessary qualifications for those conducting assessments and provide for those situations where more than one person may contribute to the assessment, and where the required technical and assessment competencies may not be held by any one person.

To assess the Telecommunications Industry competency standards an assessor should meet four requirements:

• successful completion of the 3 competencies contained in the Training Package for Assessor and Workplace Training:

BSZ401A Plan assessment BSZ402A Conduct assessment and BSZ403A Review assessment Or deemed equivalence units:

: Conduct assessment in accordance with an established assessment procedure and : Extension unit: Plan and review assessment;

• be competent in or be specially qualified in the area under assessment; • know the competency standards and their assessment requirements for the range of units they are

approved to assess; • know current industry practices for the job or the role against which the performance is being

assessed.

Using Qualified Assessors The assessment of the competency standards will be the responsibility of the RTO and they can be implemented using a number of approved alternatives:

• assessment by an approved staff member of the RTO who meets all four assessor qualification requirements;

• assessment by an RTO approved person who meets all four assessor qualification requirements; or • assessment by an approved staff member or RTO approved person who is assessor trained and

qualified, but may not be competent and/or not fully conversant with current industry practices associated with the particular area under assessment. In these circumstances, the approved assessor would be required to develop processes which utilise the expertise of others within the workplace.

All assessors who are not directly employed by the RTO will have to be recognised by the RTO issuing the award, as approved agents to carry out the assessment role.

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Guidelines for Designing Assessment Materials The guidelines for designing assessment materials will be based on the following principles, methods and general format for assessing competence.

Principles for Assessing Competence: When developing or selecting processes to deal with assessment, these general principles should be considered as fundamental requirements of the system adopted:

• Access and participation: Processes should actively encourage and support the participation of individuals.

• Fairness: Processes should be valid and just. Participants must be confident that the procedures and results are fair.

• Openness: Decisions, criteria and procedures should be open to scrutiny by both participants and implementors.

• Practicality: Overall effectiveness and efficiency of the system should be practical, realistic, cost effective and reflect the needs of the organisation and individual participants.

• Quality of outcomes: Outcomes should provide results which clearly ensure reliability and validity of application.

Regardless of the assessment purpose, the three key characteristics that must be reflected in the procedures and practices are:

• Validity: The skills and knowledge to be checked should be assessed using a methodology that measures what is supposed to be checked. The method or procedure should be relevant to the way in which the application would occur in the workplace.

• Reliability: Assessment processes must have the capability to produce consistent results. This includes the need to provide sufficient evidence to make adequate decisions.

• Credibility: Processes and methodologies should ensure both internal and external acceptance. This includes meeting any safety or legal/regulatory requirements which may relate to the skill or knowledge being assessed.

Methods of Assessment of Competence The process of assessment requires the gathering and interpreting of evidence and the formation of a judgement about a person’s competence. The process of determining the assessment method can best be arrived at by addressing three fundamental questions:

1. What is to be assessed?

2. What type of evidence will be required?

3. How can the evidence be gathered?

Basically, the evidence required can be categorised into three types and these will control the way in which the evidence is collected.

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Performance Evidence

Practical demonstration of processes or products, such as:

• direct observation in the workplace • examples from the workplace • simulations of workplace activities

Knowledge Evidence

Assessment of knowledge and thinking skills, such as:

• oral questioning • multiple choice tests • short answer written tests • projects / assignments

Evidence from Previous Achievements

Assessment, through indirect means, of performance or knowledge competencies already held, such as:

• official certificates • verified statements confirming competency • verified reports

Assessment time-frames Assessment is often assumed to be a short term event, covering a period of perhaps an hour, and giving the applicant one opportunity to meet certain performance requirements. In fact, the time-frame over which a full assessment can or should be completed is one in which a range of options exist.

If the assessment process can be designed to collect evidence over an extended period, then a number of advantages emerge. For example:

• Evidence can more easily be collected during the course of normal productive work with little or no effect on productivity.

• Where the trainee is undertaking a formal training course, the assessment process can be integrated to improve the effectiveness of the learning by progressive feedback.

• Frequent monitoring of the trainee’s abilities, and the opportunity to repeat parts of the learning process, ensure that he or she is better prepared for assessment.

• The reliability of the assessment is likely to be high because evidence can be accumulated through repeated observations.

• There is a lower risk of dissatisfaction and appeal against the judgement. • The feeling of a “final test” for the trainee, which may result in nervousness and performance below

the trainee’s real capacity, is avoided. • It may be easier and less expensive to establish competency over a broad range of variables.

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The best time-frame for assessment depends on access to the assessor, the way in which the trainee has developed or is developing the competency and the nature of the unit of competence. A combination of time-frames can be used with some evidence being collected over an extended period of time and the assessment being completed with a short term interaction between the assessor and trainee.

General Format for Designing Assessment Materials The assessment requirements of telecommunications industry competency standards are defined within the standard’s performance criteria and specific details are identified within the range of variables and evidence guides.

In designing materials, it will be important to specify the roles, processes and assessment criteria for all parties involved in the assessment activities.

Where competency standards have specific knowledge and skill components, assessment materials should clearly identify these requirements to avoid unnecessary assessment duplication, particularly where off-the-job training programs are undertaken.

To ensure greater consistency and improved reliability in the assessment of standards, the telecommunications industry intends to have assessment materials developed for every competency standard unit within the non-endorsed component of the training package.

The guidelines for developing competency standards assessment materials are based on the following characteristics:

• industry partnerships • workplace learning • entry assessment • planning and scheduling of workplace experience • competency development • industry partners assisting competency development • assessment by review of evidence of competency • assessment by individuals and/or panels • facilitator management of learning and assessment activities.

Process for Determining Competence The level of competence attained within any telecommunications standard will be based on the principle that a successful assessment reflects a participant who is performing the related work at a level requiring minimum or “limited” supervision.

The preferred approach to assessing the competency standards on the job is when the trainee can demonstrate via evidence and/or performance records, that the relevant elements of the competency standards are continuously being met.

The overall intention of the level of assessment of competence within the package, is not to indicate that the trainee is an “expert” in the field, but to ensure the trainee is “work-ready and competent” to function under limited supervision at the completion of their training program.

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This implies that any issued qualification within the Telecommunications Industry has the recognition that a successful participant has the skills, knowledge and demonstrated competence necessary to perform a productive role in the workplace.

Guidelines for Conducting Assessments The assessment of competency standards is implemented via assessment criteria and processes set out in the competency standard unit and they are facilitated by either an RTO staff assessor or RTO approved assessor, using other local expertise where necessary.

The responsibility of an assessor for conducting an assessment may be broader than the assessment activity, since it may also require them to be the “facilitator” of the learning / assessment program, who plans and manages the processes in conjunction with the trainee and the industry partner.

The guidelines for implementing the total assessment process of a competency unit is diagrammatically set out in the flow diagram in figure A2, where the roles, stages and responsibilities are represented.

Although in many cases the assessor will also undertake the role of facilitator of competency assessment processes, the role of facilitator (shown in figure A2) may be undertaken by an approved RTO person, provided the final assessment of competency is determined by the approved assessor.

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Competency Standard Assessment: Implementation Plan The following plan describes the recommended implementation framework for a competency standard assessment unit within a Telecommunications Training Package. In most instances, the facilitator shown will also be the assessor. Figure 2

• Learner

•Facilitator/Assessor

• Learner

• Facilitator/Assessor

• Learner

• Facilitator/Assessor

• Learner

• Industry Partner

• Learner

• Assessor

• Assessor

Gather evidence ofprior competency

development

Initial evidencereviewed

Initial assessment ofcompetencydevelopment

No evidence ofcompetency

Planning andscheduling of

workplace activities

Workplace competencydevelopment

Gather evidence ofcompetencydevelopment

Assessment Compiled evidence ofcompetency

Competency achieved Competency notachieved

Record unit completionin RTO record system

Competency Standard Assessment : Implementation Plan bjb file tpcsaipn 13/08/98

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Part 2: Telecommunications Licensed Cabling Assessment Guidelines

Assessment System Overview The Australian Communications Authority (ACA -ex AUSTEL) has worked closely with TITAB and the telecommunications cabling industry to establish a new national licensing system based on competency standard attainment.

To ensure the assessment system outcomes are both reliable and consistent nationally the licensing authority (ACA) requires all assessors of licensing standards to be nationally registered and that a record of all assessment be centrally available to enable compliance audits and licence validation processes to be carried out by ACA.

The costs associated with issuing a Cabling Licence are paid by the applicant on successful completion of the licensing requirements. Any fees to be paid by assessors in becoming licensed, qualified or registered will be paid by the assessor.

Benchmarks for Assessment The following assessment guidelines specify the different assessment requirements that are applicable to the licensing standards. The major difference between the two assessment systems is that the licensing standards must be assessed by nationally registered assessors.

The new Base Cabling Licence (BCL) and BCL endorsements can only be issued by the Licensing Authority on the presentation of successful completion of designated competency standards, identified in completion statements provided by registered assessors.

Although licenses will be issued on individualised statements of competency attainment, the issuing of a recognised qualification will be based on clusters of standards as specified in the Qualifications Framework (Section 3).

The titles and numbering of all competency standard units included in this training package are listed in Section 1. Competency Standards required for licensing purposes are identified with * after the unit number.

Role of Registered Training Organisations The role of Registered Training Organisations (RTO) will be the same as the non licensing sector detailed in part 1, except for the use of registered assessors to assess those competency standards specified for licensing purposes.

Partnership Arrangements Where appropriate IT&Titab will facilitate the development of partnerships between State bodies and Registered Training Organisations (RTO).

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Assessment Pathways The national telecommunications Base Cabling Licence (BCL) and licence endorsements are issued on successful completion of designated competency standards assessed by registered assessors. All BCL standards must be assessed on-the-job, whereas licence endorsement standards may be assessed on-the-job or off-the-job in simulated environments.

The assessment pathways for a cabling licence or licence endorsements are exactly the same as the three assessment pathways to a telecommunications qualification, described in Part 1.

For all three pathways, persons can apply for the BCL or licence endorsements as soon as they have gained the necessary competency standards, without completing all the requirements for the qualification.

Recording Assessment Outcomes The assessment recording system for licensing assessment outcomes will be the same as described earlier under “Assessment Guidelines for the Telecommunications Industry”.

The role of the registered assessor within this system will be to provide the RTO and the trainee with a record of all competency standards assessment undertaken.

All competency standards required for the BCL are also recorded in a trainee “Work Experience and Achievement Log”. Once the BCL has been issued, the licensing authority’s recording system forms the basis for record keeping. A base licence implies to the industry that the individual has successfully completed its six core standards, with each additional licence endorsement representing further attainment of specified standards.

Reporting Assessment Outcomes Generally, the reporting system will be the same as described in part 1 for the wider Telecommunications Industry.

The Assessor will supply results of each assessment to the RTO for the purpose of issuing qualifications (where appropriate) and to the licensing authority via the applicant, for the purpose of issuing a licence.

All registered assessors must provide the registration body with a 3-monthly report of all competency assessment undertaken during that period.

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Training Package

Endorsed component

Com p. Standards Qual’sAssess’t

Guidelines

Recognised Training O rganisation (RTO)

Trainee

Off-the-JobTrainingProgram

Specific Number of

Competency Standards Reg’d RTO

Assessor

Trainee

Supervisor

RegisteredAssessor

CompetencyStandardsAssessedon-the-job

W orkplace

Telecomm unications Industry Competency Standards Assessm ent Process : Licensing Sector

QualificationsRTO issues Awards andStatem ents of Attainm entResponsible for recording, storing and retrieval of all inform ationassociated with qualification records.

Trainee requires workplace activ itiesand experience to develop the necessarycompetence to meet the assessment requirements of the standards.

Barry Brinkworth File ticslp01.ppt 13/05/97 Figure A3

TraineeRecord

OR

Licensing AuthorityIssues RCL and BCL and Licence Endorsements On completion of

specified standardstrainees apply forlicence via signedassessor evidenceof achievem ent

TITABNational

ReferenceAssessmentCom mittee

Responsibilities:• Assessor Registration• Appeals• Quality Assurance

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Appeal and Reassessment Process The approved appeals mechanism for the assessment of competency standards within the licensing sector is as follows:

Stage 1: Local Level • When a trainee or employer expresses disagreement with the process or result of an assessment, and

this is not resolved by normal discussion, the assessor must make the trainee aware of the appeals process.

• Any trainee in disagreement with an assessor will be encouraged to reapply for assessment through the same process as the disputed assessment.

• Trainees or employers who do not want to take this option should approach a representative of the Employer’s Training Committee (ETC) or its recognised appeals process and ask for the appeal to be dealt with by that committee. In small enterprises, the request should be made to the senior person in the company.

• Where no appropriate ETC exists, or the ETC does not wish to resolve the issue, the appeal may be referred to the National Reference Assessment Committee (NRAC) who will arrange for appropriate representatives to address it.

• The ETC may arrange for a repeat assessment by a different assessor who is acceptable to the applicant and the employer.

• The NRAC will have no involvement in the local appeal processes unless the appeal cannot be resolved.

Stage 2: National Level • The NRAC will establish set procedures for addressing appeals and publish a yearly calendar of

meeting dates. This process will include the opportunity for employer and union representatives to participate in investigations and recommendations relating to appeal.

• The applicant will pay a nominal fee for all appeals to the NRAC. This fee may be refunded to successful appeal applicants.

• Decisions on appeals made by NRAC will be final. • Assessors who are considered to be unsuitable through these processes will have their registration

withdrawn and will no longer be able to assess any trainee until they are retrained, assessed and re-registered by IT&Titab.

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National Reference Assessment Committee

Role of Committee Under the jurisdiction of IT&Titab, a formal committee will be formed and known as the National Reference Assessment Committee (NRAC).

The purpose of this committee will be to monitor all aspects of the assessment system and undertake to perform three main tasks:

1. Assessor registration

A national register of all telecommunications licensing assessors will be implemented for ACA by IT&Titab which will determine the eligibility of all assessor applicants before their inclusion on the register and the issuing of the “Registered Telecommunications Cabling Competency Standards Assessor” number and endorsements they are eligible to assess.

RPL assessors of competency standards (who must also be registered assessors) will be identified by the letter “R” at the end of their assessor number.

2. Assessment appeals

Any unresolved appeals which have passed through the approved appeals mechanism at enterprise level, indicated in previous section, will be resolved by the NRAC.

3. Monitor and improve the assessment system

All aspects of the assessment system will be monitored by the NRAC, including the responsibility to carry out an assessment audit function. The major purpose of this monitoring role is to ensure the integrity of the assessment system and the on-going improvement of all processes and procedures.

Structure of Committee The structure of the NRAC should be kept to a small core representative group (nominated through IT&Titab) with the power to co-opt others, when required.

The chairperson of the committee will be nominated from the core members and administration duties would be performed by IT&Titab. During the initial stages, the NRAC would need to meet regularly to get the assessor registration requirements in place. However, this workload would reduce after the initial establishment period.

Due to possible availability problems of some core members, particularly in the initial stages of setting up the system, it may be necessary for each core member to have an approved deputy to avoid unnecessary delays.

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External Audit of Assessment Process The external audit process for the licensing component is a function of the above National Reference Assessment Committee and can be initiated via requests to IT&Titab from the Licensing Authority, industry representation or State / Territory Training Authorities.

The extent and type of external audit will depend upon the nature of the required outcomes and the funding arrangements available to carry it out.

The registered assessor system receives a 3-monthly return from all assessors, detailing the assessment outcomes carried out during that period. This information can be readily used in the validation of assessment results and the issuing of licences.

Review and Maintenance of Assessment System A major role of the NRAC is to monitor, review and improve the assessment system via IT&Titab for all competency standards used in the licensing sector.

Assessor Qualifications and Training

Assessor Qualifications To be qualified as a registered assessor or RPL assessor to assess the telecommunications competency standards for licensing purposes involves successful completion of two requirements:

• successful completion of the 3 competencies contained in the Training Package for Assessor and Workplace Training:

BSZ401A Plan assessment BSZ402A Conduct assessment and BSZ403A Review assessment Or deemed equivalence units:

: Conduct assessment in accordance with an established assessment procedure and : Extension unit: Plan and review assessment;

• be competent in the competency standard under assessment.

In exceptional circumstances approved through IT&Titab’s registration process, trained assessors not competent in the area under assessment may apply for registration if they can demonstrate assessment processes that include the assistance of competent operators.

Registered RPL assessors are also required to successfully complete an approved RPL assessment training program.

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Using Qualified Assessors All registered assessors can assess in any context in which they have been registered as competent, either in the workplace where prescribed or in other environments permitted in the standards.

Assessment of on-the-job standards will be undertaken by registered assessors, who are normally supervisors, competent operators or skilled trainers trained for the task or in the case of small employers, they may be “external” assessors who come into the workplace to carry out the assessment tasks. External registered assessors will also need to be approved or attached to specific RTO’s.

In cases that are difficult to service, an assessor who may not be competent in the area under assessment can obtain special registration provision. Such assessors must submit a statement showing their processes for assessment, including how they will use competent staff to assist in the assessment process.

All registered assessors who are not directly employed by the RTO will have to be recognised by the RTO issuing the award, as approved agents to carry out the assessment role.

Assessor Training Because ACA’s licensing system is national, it is desirable to have specific training programs for assessors of telecommunications cabling standards to ensure understanding of the assessment system and to provide contextual assessment practice using relevant materials.

However, the reality will be to organise specific programs (where practical) while in many other situations relying on generic training programs for assessors to meet the registration requirements. To assist specific programs and generic courses, assessment materials will be provided by IT&Titab on request.

All assessors of competency standards will be required to have successfully attained the assessor standards and although it is not mandatory, the Telecommunications Industry prefers two to three days training programs which also require participants to undertake at least one full assessment activity in the workplace.

Assessor Registration The quality and consistency of the assessor’s performance is the key to reliable assessment and the use of a national registration process will provide a further quality assurance mechanism for the assessment system serving the licensing sector.

Assessors will be trained to meet the assessor competency standards and registered within a national system under the direction of ACA via IT&Titab using the National Reference Assessment Committee. The formal assessment of any competency standard unit required for licensing purposes will only be accepted when the assessor is known and recognised by this system.

To be placed on the register, assessors must meet the two requirements indicated under Assessor Qualifications. Assessor registration will last for three years, after which time, the assessor will be reviewed, and where appropriate, re-registered by IT&Titab.

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On registration the assessor will receive a Registration Certificate, a Registration Card which they should present to a trainee to validate their eligibility to assess specific standards and an Assessor’s Manual which describes the roles, procedures and assessment criteria for all licensing standards. In order to be nationally recognised, assessment will be conducted in accordance with the assessment guidelines, procedures and criteria contained in the Assessor’s Manual, using the official recording forms provided.

Assessors must be fully familiar with the work being done by the trainee during an assessment and be competent in the area being assessed. Other than in exceptional circumstances approved through the IT&Titab registration processes, it will be a requirement for the assessor to be competent in the area under assessment. Assessors registered in the exceptional circumstances category are identified by an “x” prefix in their registration number.

RPL assessors of competency standards must be registered assessors who have also successfully completed an “approved” RPL assessors course. RPL assessors will be recognised by the letter “R” appearing at the end of their assessor’s registration number.

Examples:

V00671 [Registered Comp. Std. Assessor based in Victoria]

T00943R [Registered RPL and Comp. Std. Assessor based in Tasmania]

Prefix letters represent the following States/Territories: Queensland = Q, NSW = N,

Victoria = V, SA = S, WA = W, Tasmania = T, Canberra = C, Northern Territory = D.

Access to Assessor Register Information The background information stored in the assessor register data bank will be kept private and confidential and will not be available to persons or companies: except for public information which would show the assessor’s name, number, competency standards eligible for assessment and contact telephone number.

This public information is necessary for the Regulatory Authority and State Training Authorities’ records, and may also be a valuable resource to small employers, wishing to use external assessors for trainee assessment.

Individual assessors will have the right to access their own details for accuracy.

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Professional Development of Assessors The assessment of competency standards by registered assessors is the crucial link for ensuring the quality of the training system. All efforts will be made to monitor assessor activities via the details provided in assessor 3-monthly and other review practices.

Regular newsletters will be issued to assessors and RTO’s to provide updated information and assessor networks will be fostered. Statewide workshops will also be implemented where possible, if sufficient funds are available.

Three-year registration will be used as a screening device to encourage assessors to keep up-to-date with current assessor practices, as well as the latest cabling products and installation practices and regulations. The requirements for assessor registration renewal will be determined by the NRAC.

The assessor registration fee will be used to assist in maintaining the assessor registration system, assessor manual and newsletters.

Guidelines for Designing Assessment Materials In general, the previous section’s guidelines will apply for designing assessment materials

Assessment of competency standards for the licensing sector will be clearly identified within the assessor manual, where the guidelines for developing the assessment materials are centered around the processes involved in determining at what point a person is considered competent and whether the standard is core or specialist.

As a compromise to maintain quality and keep assessment costs to a minimum, the assessment system for the licensing sector standards is based on the principle that core standards must be assessed on the job. Specialist standards, although desirable to assess on the job, can be assessed in simulated environments.

The underpinning reason behind this requirement is to ensure that all the basic generic skills have been developed, practised and assessed across a wide range of conditions and work settings. Having established this solid foundation, the trainee is well prepared to undertake further specialist units, where the need to demonstrate all aspects of these competency standards in the workplace has diminished, since the generic skills have already been proven and the assessment tasks can concentrate on the specialisation requirements.

Process for Determining Competence The process for determining competence for the licensing standards required for a Base Cabling Licence is associated with core standards which must be assessed on-the-job.

For the duration of their core training period *, trainees will be required to keep a record book which contains a history of work experience and a listing of all training modules and competency standards achievement. The work experience log will require the trainee to write a brief, daily summary of the experience undertaken and include the number of hours involved. Each daily entry will be validated by the trainee’s immediate supervisor, via the countersigning of the entry and the recording of the degree of supervision provided.

Note*:

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The core training period refers to the time required to complete the core competency units ICTTC005B, ICTTC006B, ICTTC008B, ICTTC012B, ICTTC017B and ICTTC022B.

The 1997 Telecommunications Act requires all trainees to be supervised and ACA’s definition of this statement, implies that trainees shall be “under the direct supervision of an ACA- GPC or Base GPC licensed cabler” for the full period of the core training experience.

Under these conditions, licensed cabling supervisors will be requested to select from a range of three levels, the most appropriate statement that reflects the amount of supervision required by the trainee.

Level 1: where close or continuous assistance is required.

Level 2: where regular supervision is required and further direction is generally necessary.

Level 3: where only minimal supervision is required to successfully complete the tasks undertaken (within ACA’s supervision requirements).

The preferred approach to assessing the competency standards on the job is that the trainee can demonstrate, via records in the work experience book, that the relevant elements of the competency standards are continuously being met under limited (level 3) supervision. At this point, the trainee can request to be assessed by an assessor.

Guidelines for Conducting Assessments The guidelines for conducting assessments for all standards required for base licensing purposes will be specified for trainees within the Work Experience and Achievement Log and for registered assessors in the Assessor Manual.

However, due to the nature of the Telecommunications Industry, it is realised that the chance of an assessor being immediately available to examine trainees against the standards will vary considerably between employers. Some employers may decide to have assessors meet with trainees on a regular basis for review and assessment, whereas others may implement an appointment process that is initiated by the trainee. These standards may be assessed one at a time or in groups.

The role of the registered assessors is to assess via the reviewing of evidence, questioning and/or observation of performance that the knowledge, generic skills and associated safe work practices related to the competency standards have been achieved.

On successful completion of a competency standard, the registered assessor will be required to complete the assessor certification sheet in the trainee’s record book and retain a copy for their own records. Unsuccessful attempts to complete competency standards will require the assessor to clearly report in writing to the trainee areas of achievement and deficiency.

When trainees have completed all competency standards required for licensing purposes, the assessor will complete the relevant form in the record book and the trainee will submit the form with their licence application as evidence of successful completion of the relevant standards.

Throughout the on-the-job experience program, trainees who believe they have been unfairly assessed or have other grounds for dissatisfaction with their assessment of competency standards, will be able to appeal against their result.

The assessment of specialist standards required for licence endorsements does not require a record book and in many instances, they can be assessed as part of a complete training / assessment package completed off-the-job.

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The assessor manual will specify all assessment requirements for both types of standards and contain the assessment sheets for all assessment records.

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Sources of Information on Assessment

Relevant Organisations

National and State/Territory Industry Training Boards National IT&Titab Suite 3, 139 Queensberry St, Carlton, Victoria, 3053

Tel: (03) 9349 4955 Fax: (03) 9349 4844

Victoria Electrotechnology Printing Information Technology & Communications ITAB

First floor, 1024-1038 Lygon St, Nth Carlton, Vic, 3054 Tel: (03) 9381 1366 Fax: (03) 9381 1427

New South Wales NSW Communications ITAB

50 O’Dea Avenue, Waterloo, NSW, Mail: PO Box 505, Engadine, NSW, 2233 Tel: (02) 9313 8242 Fax: (02) 9313 8523

Queensland Qld Information Industries’ Training Advisory Board

Unit 2b, 17 Peep St., South Brisbane, Qld. Mail: PO Box 3360, Business Centre, South Brisbane, Qld, 4101 Tel: (07) 3846 3566 Fax: (07) 3846 4155

South Australia SA Information ITAB

Suite B, 1st Floor Southern Cross 52-62 King William St, Adelaide, SA Mail: GPO Box 2498, Adelaide SA, 5001 Tel: (08) 8211 7666 Fax: (08) 8211 7033

Western Australia WA Utilities Electro-technology & Communications ITAC

Suite 3 & 4, 207 Balcutta Rd, Balcutta, WA, 6021 Mail: PO Box 597, Balcutta, WA, 6021 Tel: (08) 9240 2688 Fax: (08) 9240 2930

Tasmania Tas. Arts & Communications ITAB

434 Elizabeth St, North Hobart, Tas, 7000 Tel: (03) 6234 9422 Fax: (03) 6234 9422

Northern Territory Electrotechnology & Utilities Training NT

First Floor, 75 Wood St, Darwin, NT, 0800 Mail: GPO Box 1388, Darwin, NT, 0801 Tel: (08) 8999 3575 Fax: (08) 8999 3577

A.C.T. Communications Information Technology & Printing ITAB

Mail: PO Box 3119, Belconnon, ACT, 2617 Tel: 0500 886 681 Fax: 0500 886 681

State/Territory Training Authorities

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National Australian National Training Authority (ANTA)

AMP Place, 10 Eagle St., Brisbane Queensland, 4001 Tel: 07 3426 2300 Fax: 07 3246 2490

Victoria Office of Technical and Further Education (OTFE)

Level 6, Rialto Building South Tower, 525 Collins St, Melbourne, Vic, 3000 Tel: (03) 9628 3585 Fax: (03) 9628 3116

New South Wales Dept. Technical Education Co-ordination (DTEC)

Fourth floor, 1 Oxford St, Darlinghurst, NSW, 2010 Mail: Locked Bag 53, Darlinghurst, NSW, 2010 Tel: (02) 9266 8130 Tel: (02) 9266 8111 Fax: (02) 9266 8053

Queensland Dept. Employment, Vocational Ed. & Training Industrial Relations (DEVETIR)

30 Mary St, Brisbane, Qld, 4000 Mail: Locked Bag 527, GPO, Brisbane, 4001 Tel: (07) 3247 5037 Fax: (07) 3247 0356

South Australia Dept. Employment, Training and Further Education SA (DETAFE-SA)

31 Flinders St, Adelaide, SA, 5000 Mail: GPO Box 2352, Adelaide, SA, 5001 Tel: (08) 8226 3490 Fax: (08) 8226 0816

Western Australia WA Dept. of Training

151 Royal St, East Perth, WA, 6004 Tel: (08) 9235 6222 Fax: (08) 9235 6224

Tasmania Dept. Industrial Relations, Vocational Education and Training (DIRVET)

Level 1, 101 Murray St., Hobart, Tas, 7000 Mail: GPO Box 587, Hobart, Tas, 7001

Northern Territory NT Employment and Training Authority (NTETA)

Second floor, Westpac Building, Cnr Smith & Peel Sts, Darwin, NT, 0800 Mail: GPO Box 4821, Darwin, NT, 0801 Tel: (08) 8989 4223 Fax: (08) 8989 4222

A.C.T. ACT Vocational Training Authority (ACTVTA)

Third floor, DAS Industry House, 7-9 Moore St, Canberra City, ACT, 2601 Mail: PO Box 1982, Canberra City, ACT, 2601 Tel: (06) 205 7777 Fax: (06) 205 7045

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Australian Communications Authority:

Formerly AUSTEL

Central Office Cabling Team

Tel: (9963 6824 Fax: (03) 9963 6970 Email: [email protected] Postal: PO Box 13112, Law Courts Post Office Melbourne, Victoria, 8010

ACA Licence Applications and Information

Teledata Licensing (Aust) P/L (NECA NSW) PO Box 1106, Burwood North, NSW, 2134 Tel: 02 9744 2458

Standards Australia Offices Victoria

19-25 Raglan St, South Melbourne, Victoria, 3205 Tel: (03) 9693 3555 Fax: (03) 9696 1319

New South Wales

1 The Crescent, Homebush, NSW, 2140 Mail: PO Box 1055, Strathfield, NSW, 2140 Tel: (02) 9746 4600 Fax: (02) 9746 3333 51 King St, Newcastle, NSW, 2300 Tel: (049) 29 2477 Fax: (049) 29 3540

Queensland

67 St Pauls Terrace, Spring Hill, Queensland, 4000 Tel: (07) 3831 8605 Fax: (07) 3832 2140

South Australia

53 Green Hill Rd, Wayville, SA, 5034 Tel: (08) 8373 4140 Fax: (08) 8373 4124

Western Australia

1274 Hay St, West Perth, WA, 6005 Tel: (08) 9321 8797 (08) 9321 2929

Tasmania

Suite 2, 237 Elizabeth St, North Hobart, Tas, 7000 Tel: (03) 6231 5885 Fax: (03) 6231 5886

Northern Territory

c/- Territory Construction Association, 191 Stuart Hwy, Parap, NT, 0820 Tel: (08) 8981 9666 Fax: (08) 8941 0275

A.C.T.

Gallery Level, The Boulevard, City Walk, Canberra, ACT, 2601 Tel: (06) 249 8990 Fax: (06) 249 8989

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Competency Standards, Training Curriculum and Learning Resources IT&Titab Suite 3, 139 Queensberry St, Carlton, Victoria, 3053

Tel: (03) 9349 4955 Fax: (03) 9349 4844

Australian Training Products Ltd

Level 5, 321 Exhibition St, Melbourne, Vic, 3000 Mail: GPO Box 5347BB, Melbourne, Vic, 3001 Tel: (03) 9630 9836, (03) 9630 9837 Fax (03) 9639 4684

Resources for Assessment and Assessors

Assessment of Competencies / Recognition of Prior Learning • Australian National Training Authority 1995 Competency Standards for Assessors ANTA/ National

Assessors and Workplace Trainers Body, Clovelly, NSW • Australian National Training Authority 1997 A Guide to the Competency Standards for Assessment

ANTA/National Assessors and Workplace Trainers Body, Clovelly, NSW • Hagar, Paul; Athanasou, James; Gonczi, Andrew 1994 Assessment Technical Manual Department of

Employment, Education and Training, Australian Government Publishing Service, Canberra. • National Staff Development Committee 1995 Case Studies of Action Learning Groups Volume 1:

Assessment, Recognition, Evaluation National Staff Development Committee, Australian National Training Authority.

• Rumsey, David 1994 Assessment Practical Guide Department of Employment, Education and Training, Australian Government Printing Service.

• Toop, Leigh; Gibb, Jennifer; Worsnop, Percy 1994 Assessment System Design Department of Employment, Education and Training, Australian Government Printing Service.

Design of Resource Materials • Australian Committee for Training Curriculum 1995 Gender Inclusive Guidelines for Curriculum

Designers and Writers, ACTRAC Products Ltd, Melbourne. • National Staff Development Committee 1996 Case Studies of Action Learning Groups Volume 2:

Curriculum and Learning Resources Development, National Staff Development Committee, Australian National Training Authority, Melbourne.

Management of the Training Function • National Staff Development Committee 1995 Management Enhancement Team Approach (META)

for VET Organisations, National Staff Development Committee, Australian National Training Authority, Melbourne.

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Professional Development Techniques • National Staff Development Committee 1995 An Introduction to Action Learning-Workbook: A

Guide to Staff Development Activities, National Staff Development Committee, Melbourne. • National Staff Development Committee 1996 A Guide to Mentoring: A Guide to Support the Work

Based Learning in Action Scheme, National Staff Development Committee, Australian National Training Authority, Melbourne.

• TAFE National Staff Development Committee 1993 Return to Industry Reprinted 1995, National Staff Development Committee, Melbourne.

Training Delivery/Facilitation • National Staff Development Committee 1994 Developing Competency-Based Curriculum for Adult

Literacy and Basic Education, National Staff Development Committee, Melbourne. • National Staff Development Committee 1996 Case studies of Action Learning Groups Volume 3:

Flexible Delivery, National Staff Development Committee, Australian National Training Authority, Melbourne.

• National Staff Development Committee 1996 Case studies of Action Learning Groups Volume 4: Workplace Competencies and CBT Implementation, National Staff Development Committee, Australian National Training Authority, Melbourne.

• National Staff Development Committee 1994 Response Ability-People with Disabilities: Skilling Staff in Vocational Education, National Staff Development Committee, Melbourne.

• National Staff Development Committee 1995 Gender Inclusive Training–Module, National Staff Development Committee, Melbourne.

• National Staff Development Committee 1995 Gender Inclusive Training Kit- Boxed Kit, National Staff Development Committee, Melbourne

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Section 3:

Qualifications

Framework

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Qualifications

Technical AQF Level

ICT20197 Certificate II in Telecommunications 2

ICT30197 Certificate III in Telecommunications 3

ICT40197 Certificate IV in Telecommunications 4

ICT50197 Diploma of Telecommunications Engineering 5

ICT60197 Advanced Diploma of Telecommunications Engineering 6

ICT20297 Certificate II in Telecommunications (Cabling) 2

ICT30497 Certificate III in Telecommunications (Cabling) 3

ICT40499 Certificate IV in Telecommunications (Cabling) 4

ICT30699 Certificate III in Telecommunications (Customer Premises Cabling and Equipment)

3

ICT30297 Certificate III in Telecommunications (CPE) 3

ICT40297 Certificate IV in Telecommunications (CPE) 4

ICT50299 Diploma of Telecommunications (CPE) 5

ICT20399 Certificate II in Telecommunications (CAN) 2

ICT30397 Certificate III in Telecommunications (CAN) 3

ICT40397 Certificate IV in Telecommunications (CAN) 4

ICT50399 Diploma of Telecommunications (CAN) 5

Call Centres AQF Level

ICT20499 Certificate II in Telecommunications (Call Centres) 2

ICT30599 Certificate III in Telecommunications (Call Centres) 3

ICT40599 Certificate IV in Telecommunications (Call Centres) 4

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Section 3: Qualifications Framework

Introduction The Telecommunications Training Package–Qualification Framework has been developed in consultation with the Telecommunications Industry and with reference to the ANTA Guidelines for Training Package Developers.

The Framework describes 16 technical and 3 call centre qualifications that are aligned to the Telecommunications Industry stream framework. There are two broad types of qualification within the framework.

Specific Qualifications The framework includes 14 specific (11 technical and 3 call centre) qualifications that are linked directly to streams within the training package. These awards include the stream in their title, for example–Certificate III in Telecommunications (CPE) or Certificate III in Telecommunications (Call Centres). Some customisation is possible within these qualifications.

Although the Call Centre qualifications lie within this specific qualification group, there is a wide selection of competency units available for customising these qualifications.

General Qualifications There are five technical qualifications that may be customised to meet the composite needs of individuals working across several areas within the Telecommunications Technical Stream. The qualifications may also be used to cater for fields not covered in the “specific qualifications” :- for example, Network, Mobile or Pay TV. These qualifications do not include a stream in their title, for example–Certificate III in Telecommunications.

Pathways The Telecommunications Training Package: Qualification Framework Maps describe the relationship between the qualifications and possible pathways through the framework.

Defining Qualifications Each qualification is defined by a set of competency units that the industry has indicated are appropriate to the AQF level of the qualification. The competency units are listed in the information that follows.

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Traineeships Traineeships can be developed from the Qualification Framework as a basis for determining the learning programs associated with the traineeship. State authorities and enterprises have the opportunity to develop traineeships from the Framework based on the needs of industry and the needs of trainees. Examples of traineeships and a technical apprenticeship are provided.

The Telecommunications Training Package–Qualification Framework conforms to the requirements of ANTA and meets the needs of industry as demonstrated by the support received during, and subsequent to, national consultation by the project team.

Qualifications Features

Packaging Packaging is based on industry consultation at the competency standards development stage, during curriculum development for the Telecommunications National Transition Project and during the development of this package.

The packaging process has employed the following strategies:

• Alignment of competency units to specific fields and levels of work • Core only grouping for the Certificate II in Telecommunications (Cabling); • Core and elective grouping, particularly for call centres; • Electives only grouping for other courses.

Streaming of competency units and the “electives only” grouping for the majority of qualifications allows the package to be adapted to the maximum number of applications within the industry. Industry consultation indicates support for this approach.

Competency units included in the package are almost exclusively from the Telecommunications sector, although equivalent standards from other packages have been specified in some call centre standards. These competency units provide a comprehensive cover of the work of the industry incorporating generic work functions at the element and performance criteria level.

Assessor competencies have been added to support the implementation of the package. Individuals successfully completing these competencies will be capable of assisting RTO’s in the assessment of competency. There has been no need for the addition of other competency units.

Alignment to AQF The packaging process used in development of the Telecommunications Training Package–Qualification Framework has included the following features:

Groups of units with reference to levels of work within the industry have been identified at the competency standards development stage and confirmed during curriculum development for the recently completed Telecommunications National Transition Project and training package development consultation.

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The package has identified qualifications at all levels except AQF 1. Within fields selected levels have been identified in accordance with the work performed in these fields.

Alignment of qualifications to the characteristics of each level is demonstrated in the documentation of the package.

Titling Each qualification title indicates the level in relation to the AQF according to the following table:

• AQF 2 Certificate II • AQF 3 Certificate III • AQF 4 Certificate IV • AQF 5 Diploma • AQF 6 Advanced Diploma

Each qualification carries the industry descriptor–Telecommunications

Qualifications aligned to specific area carry the stream title in brackets–eg. Certificate II in Telecommunications (Call Centres)

Technical qualifications that allow selection of competency units from more than one stream do not include a stream title–eg. Certificate IV in Telecommunications or Diploma of Telecommunications Engineering.

Pathways between qualifications are indicated in the Qualification Framework Maps presented in this document.

The requirement to achieve each qualification is the completion of the competency units identified.

Prerequisite qualifications are not specified in the package except at the Diploma and Advanced Diploma levels where completion of requirements includes some competency units linked to lower level qualifications.

Customisation of Qualifications The repackaging of competency units into customised qualifications (as outlined in the Guidelines for Training Package Developers–page B29) will be addressed by Registered Training Organisations subsequent to the release of the Telecommunications Training Package and does not have an impact on the current package development process.

The Telecommunications Training Package allows for customisation of qualifications within the range of competency units grouped into each defined qualification. The industry has indicated that this level of customisation meets the current and foreseeable future needs of the industry.

Where units from the Telecommunications Training Package are combined with units from other Training Packages to form a new qualification, RTOs are requested to refer the qualification proposal to IT&Titab for industry consultation.

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Use of Competency Units from Other Industries Currently, the Technical Qualifications include only the Telecommunications Technical and the Workplace Assessor competency units. These qualifications do not allow for the addition of competency units from other industries or competency sets. Additional competency units from the telecommunications industry or from other industries may be added at a later stage. Addition of further competency units will only occur by consultation with IT&Titab and other relevant training authorities.

Call Centre qualifications do allow for some inclusion of other industry standards. In both the Certificates III and IV, it is possible to include up to two (2) equivalent standards from other relevant training packages. In the case of standards being chosen from other national packages, equivalence will be determined in consultation with relevant Industry Training Boards and IT&Titab.

New Apprenticeships and Traineeships The Telecommunications Training Package provides an opportunity for the development of a range of traineeships for all qualifications in both the technical and call centre streams.

Generally, the industry prefers short term (12 months) traineeships that can be built on, as a person moves into different sectors of the industry.

At present the industry only conducts traineeships under the Training Agreements in the Customer Premises Licensed Cabling sector.

In the Telecommunications Training Package, traineeships of this type can be developed to include one entry point and two exit points corresponding to the:

• Certificate II and Certificate III in Telecommunications (Cabling) • Certificate II and Certificate III in Telecommunications • Diploma and Advanced Diploma of Telecommunications

Details are given later in this document.

The industry has the opportunity to identify further traineeships subsequent to the endorsement of the package. Details of an exemplar Traineeship at Diploma/Advanced Diploma level are given later in this document.

Although shorter duration traineeships are preferred by the industry, the package does identify one longer term new apprenticeship in the technical stream that spans across the licensed cabling and customer premises equipment sectors.

The recognition of an ‘Apprenticeship in Telecommunications Customer Premises Cabling and Equipment’ as a multi-skilled tradesperson that can install, alter and maintain both telecommunication cabling systems and customer premises equipment is an important industry pathway.

Where units from the Telecommunications Training Package are combined with units from other Training Packages to form a new traineeship, relevant bodies are requested to refer the traineeship proposal to IT&Titab for industry consultation.

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Traineeships/Apprenticeships in the Telecommunications Industry–Qualification Framework The Telecommunications Training Package–Qualification Framework specifies qualifications that can be applied to the development of traineeships. The specific details of traineeships will be left to the discretion of enterprises and Registered Training Organisations. The three models below outline the structure that technical traineeship developers should follow. Traineeship pathways are discussed in Assessment Pathways earlier in this document.

Individual qualifications or sets of two or three qualifications can be incorporated into traineeships. Entry points for traineeships can be all levels up to AQF 5.

An 'Apprenticeship in Telecommunications Customer Premises Cabling and Equipment' is also available for multi-skilled tradesperson recognition. Refer following Apprenticeship option for structural details.

Since the three qualifications for the call centre stream have direct entries, all three are suitable for traineeship delivery.

IT&Titab and the State and Territories ITABs will be available to assist enterprises and training organisations develop and structure traineeships.

Traineeship Options

Traineeships within the Training Package can be offered for all Certificate II, III and IV qualifications and for Diploma qualifications.

Model 1

Telecommunications Cabling Traineeships: This replaces the existing Certificate I & II traineeships. This traineeship addresses the needs of licensed Cabling operators.

Certificate II in Telecommunications

(Cabling)

Employment

Certificate III in Telecommunications

(Cabling)

Employment

Exit Point 1 Licensed Cabler

Exit Point 2 Cabler with Lic. Endorsements

Entry Point

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Model 2

Telecommunications Traineeships: This model allows the development of traineeships at the Certificate II & III levels and provides maximum flexibility for customisation to suit enterprise or client needs.

Traineeships can also be offered at the Diploma level for post Year 12 entry. Model 3

Telecommunications Network Field -Technician traineeship.

Certificate II in Telecommunications

7 Units

Employment

Certificate III in Telecommunications

6 Units

Employment

Exit Point 1 Exit Point 2

Entry Point

Entry Point

Diploma of

Telecommunications Engineering

Employment

Entry Point Post Year 12

Exit Point Technician

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New Apprenticeship Option A new ‘Apprenticeship in Telecommunications Customer Premises Cabling and Equipment’ that utilises a combination of licensed cabling and customer premises equipment competency units will provide the industry with a clearly recognisable broad based, multi-skilled tradesperson.

Apprenticeship in Telecommunications Customer Premises Cabling and Equipment

On successful completion of the apprenticeship, the apprentice would be awarded a ‘Certificate III in Telecommunications (Customer Premises Cabling and Equipment)’ based on the attainment of 17 competency standards and would be eligible for an ACA Base Cabling Licence with 3 BCL endorsements. These standards would verify that this tradesperson can install, alter and maintain both telecommunication cabling and CPE systems.

Refer technical qualification ICT30699 specification for details of the 17 competency standards.

Relationship between AQF level 2 and 3 Certificates and competency units

The relationship between competency units and technical Certificates II and III are illustrated in the following diagram. The purpose of the diagram is to provide a guide to the sequence in which the competency units may be undertaken and to assist in the selection of related groups of units.

This diagram is not intended to represent a set of compulsory prerequisites. Where mandatory prerequisites do exist (ie some licensed cabling units) the requirements are clearly specified in the front section of each competency standard descriptor.

Off-the-job Training

17 Specific Competency Standards

Certificate III in

Telecommunications (Customer Premises

Cabling and Equipment)

Employment within the Telecommunications Industry

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Newentry

131A

068B

066B

133A

065B

009B*

005B*

008B*

012B*

017B* 006B*

022B*

016B*

010B*

011B*

018B*

019B*

020B*

021B*

013B

014B

015B

049B

052B

074B

075B

014B

053B

126B

055B

065B

066B

067B

068B

069B

013B

014B

077B

103B

104B

127B

032B

054B

056B

089B

093B

Cert. 2 in Telecommunications : Code ICT20197 Cert. 3 in Telecommunications : Code ICT30197

Competency Standards : Qualification Relationships and Pathways

Cert.2 in Telecommunications (Cabling): ICT20297 Cert. 3 in Telecommunications (Cabling): ICT30497

Cert. 3 in Telecommunications (CPE): Code ICT30297

Cert. 3 in Telecommunications (CAN):Code ICT30397

Note: All competency unit numbers begin with the prefix ICTTC

* Denotes Licensing Standards

070B

071B 106B

105B

134A

135A

132A

064B

130A

Cert. 2 in Telecommunications (CAN):Code ICT20399

Apprenticeship

Certificate 3 in Telecommunications (CustomerPremises Cabling and Equipment) ICT30699

(Units within dotted frame with bold numbers)

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Key Competencies and Performance Levels Key competencies are essential for effective participation in emerging patterns of work and work organisation. They focus on the capacity to apply knowledge and skills in an integrated way in work situations and they prepare trainees for effective participation in further education, training and adult life. The generic nature of Key Competencies ensures that they are transferable from one job to another.

The accepted Key Competencies cover seven broad areas:

Title Abbreviation

1. Collecting, analysing and organising information Information

2. Communicating ideas and information Communications

3. Planning and organising activities Planning

4. Working with others and in teams Teams

5. Using mathematical ideas and techniques Mathematics

6. Solving problems Problem Solving

7. Using technology Technology

Each of these Key Competencies can be performed at three levels.

1. Performance Level 1 describes the competence needed to undertake activities efficiently and with sufficient self management to meet the explicit requirement of the activity and to make judgements about the quality of the outcome against the established criteria.

2. Performance Level 2 describes the competence needed to manage the activities requiring selection, application and integration of a number of elements and to select from established criteria to judge the quality of process and outcome.

3. Performance Level 3 describes the competence needed to reshape the process, to establish and use principles in order to determine appropriate ways of approaching activities, and to establish criteria for judging quality of process and outcome.

Possession of these Key Competencies underpins the acquisition and use of vocational competencies.

All telecommunications competency standard units integrate the Key Competencies within the body of each standard and expected levels of performance are identified in a table located in the evidence guide of each standard.

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T e le c o m m u n ic a tio n s T ra in in g P a c k a g e : T e c h n ic a l Q u a lif ic a tio n s F ra m e w o rk

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Certificate II in Telecommunications

Identification Number: ICT20197

Characteristics of the Qualification

Title Certificate II in Telecommunications

Rationale A general qualification for the Telecommunications Technical Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 2:

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes (see AQF Implementation Handbook for further details).

Competency standards can be selected from a specific range of CAN and Cabling stream units.

Requirements for Completion

A successful assessment outcome for 7 of the competency units aligned with this qualification in accordance with the Telecommunications Training Package Assessment Guidelines.

Licensing standards (*) must be assessed by nationally registered assessors approved by ACA.

Prerequisites may apply to some licensing standards.

Table of competency units are on the following page.

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Competency Units Aligned to Qualification Stream Unit Number Unit Title Lic. Cabling ICTTC005B* Install cable support systems Lic. Cabling ICTTC006B* Place and secure cable Lic. Cabling ICTTA008B* Terminate metallic conductor cable Lic. Cabling ICTTC012B* Install functional and protective telecom's earthing system Lic. Cabling ICTTC016B* Joint copper cable Lic. Cabling ICTTC017B* Alter services to existing cable system Lic. Cabling ICTTC022B* Organise and monitor cabling to ensure compliance with

regulatory and industry standards CAN ICTTC064B Haul underground cable CAN ICTTC065B Splice optic fibre cable CAN ICTTC066B Joint and terminate co-axial cable CAN ICTTC068B Supply telecommunications service to a building CAN ICTTC130A Prepare site for support installation CAN ICTTC131A Install an above ground enclosure CAN ICTTC132A Erect cable supports CAN ICTTC133A Construct an underground enclosures CAN ICTTC134A Fix aerial cable CAN ICTTC135A Joint metallic cable Cabling – CPR ICTTC136A Install, maintain and modify premises communications

cabling ACA Restricted Rule Cabling – CPR ICTTC137A Install, maintain and modify premises communications

cabling ACA Open Rule Cabling – CPR ICTTC138A Install, maintain and modify premises communications

cabling ACA Lift Rule

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Certificate III in Telecommunications

Identification Number: ICT30197

Characteristics of the Qualification

Title Certificate III in Telecommunications

Rationale A general qualification for the Telecommunications Technical Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 3:

Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints (see AQF Implementation Handbook for further details).

Competency units can be selected from the CAN, CPE, Network and Cabling streams allowing a customised qualification for a variety of types of work across the industry.

Requirements for Completion

A successful assessment outcome for 6 of the competency units aligned with this qualification in accordance with the Telecommunications Training Package Assessment Guidelines.

Licensing standards (*) must be assessed by nationally registered assessors approved by ACA.

Prerequisites may apply to some licensing standards.

Table of competency units are on the following page.

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Competency Units Aligned to Qualification (Certificate III in Telecommunications) Stream Unit Number Unit Title Lic. Cabling ICTTC009B* Place, secure and terminate structured Cabling, twisted pair for

certification Lic. Cabling ICTTC010B* Place, secure and terminate optical fibre cable Lic. Cabling ICTTC011B* Place, secure and terminate coaxial cable Cabling/CAN ICTTC013B Perform accurate cable system test Cabling/CPE ICTTC014B Handover systems and equipment Cabling ICTTC015B Locate and identify cable system faults Lic. Cabling ICTTC018B* Install underground enclosures and pipe/conduit Lic. Cabling ICTTC019B* Install underground cable Lic. Cabling ICTTC020B* Construct aerial cable supports Lic. Cabling ICTTC021B* Install aerial cable Network ICTTC032B Undertake a civil site survey CPE ICTTC049B Install customer premises systems and equipment CPE ICTTC052B Cutover new customer premises systems and equipment CPE ICTTC053B Train customers Network ICTTC054B Provide infrastructure for telecommunications network

equipment Network/CAN ICTTC055B Install an antenna/wave guide Network ICTTC056B Install network telecommunications equipment CAN ICTTC062B Build a telecommunications mast/tower CAN ICTTC065B Splice optical cable CAN ICTTC066B Joint and terminate coaxial cable CAN ICTTC067B Rearrange and cutover cable CAN ICTTC068B Install telecommunication service to a building CAN ICTTC069B Install network cable equipment CPE ICTTC070B Install mobile telecommunications in a motor vehicle CPE ICTTC071B Install pay TV set top unit CPE ICTTC074B Recover customer premises equipment CPE ICTTC075B Refurbish customer premises equipment CAN ICTTC077B Commission an electronic unit Network ICTTC089B Repair and replace telecommunications network hardware Network ICTTC093B Manage spare parts CAN ICTTC103B Maintain cable network CAN ICTTC104B Maintain an electronic system CPE ICTTC105B Locate and rectify mobile telecommunications faults, on a first

in basis CPE ICTTC106B Locate and Rectify pay TV set top unit faults CPE ICTTC126B Complete all administrative work associated with CPE activity CAN ICTTC127B Supervise worksite activities

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Certificate IV in Telecommunications

Identification Number: ICT40197

Characteristics of the Qualification

Title Certificate IV in Telecommunications

Rationale A general qualification for the Telecommunications Technical Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 4:

Performance in a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedure for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills (see AQF Implementation Handbook for further details).

Competency units can be selected from the CAN, CPE, Network and Cabling streams allowing a customised qualification for a variety of types of work across the industry.

Requirements for Completion

A successful assessment outcome for 5 of the competency units aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines.

Special Condition

This qualification includes the option of completing the three assessor competencies specified in the Assessment Guidelines for this package. The three assessor competencies must be completed to obtain the equivalent of 1 Telecommunications competency unit.

Table of competency units are on the following page.

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Competency Units Aligned to Qualification (Certificate IV in Telecommunications) Stream Unit Number Unit Title Cabling/CPE ICTTC001B Identify requirements for customer's telecommunications

equipment Cabling ICTTC002B Prepare design drawings and specifications for a cable

installation Cabling/CPE ICTTC003B Estimate and quote on customer equipment installation Cabling ICTTC004B Schedule and supply cable installation Cabling ICTTC023B Supervise cabling project CPE ICTTC028B Organise resources Network ICTTC032B Undertake a civil site survey Network ICTTC035B Organise material supply CAN ICTTC040B Assign a transmission path CAN ICTTC041B Schedule resources CPE ICTTC048B Schedule CPE installation CPE ICTTC050B Install radio controlled CPE CPE ICTTC051B Install PC based CPE system programs Network/CAN ICTTC055B Install an antenna/wave guide Network ICTTC057B Test cable bearers CPE ICTTC072B Effect changes to existing CPE systems and equipment CPE ICTTC073B Cutover CPE additions, moves and changes Network ICTTC076B Complete network equipment/software upgrades CAN ICTTC078B Commission an electronic system CPE ICTTC079B Schedule CPE maintenance CPE ICTTC080B Undertake preventive maintenance (CPE systems and

equipment) CPE ICTTC081B Perform tests and fault diagnosis on remote from the customer

premises CPE ICTTC082B Locate and rectify CPE faults on site, on first in basis Network ICTTC085B Monitor, analyse and action telecom network alarms Network ICTTC086B Undertake routine maintenance of the telecommunications

network Network ICTTC087B Undertake remote repair of network faults Network ICTTC088B Locate and rectify network faults on a first in basis Network ICTTC092B Undertake outage management Network ICTTC095B Conduct radio frequency measurements Network ICTTC096B Conduct field tests of radio/wireless networks CAN ICTTC099B Remotely locate and identify cable network faults CAN ICTTC100B Locate and diagnose cable faults CAN ICTTC101B Locate and diagnose electronic faults CAN ICTTC102B Repair electronic faults Assessor Competency Standards: All 3 units equal to 1 unit of credit

BSZ401A BSZ402A BSZ403A

Plan assessment Conduct assessment and Review assessment

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Diploma of Telecommunications Engineering

Identification Number: ICT50197

Characteristics of the Qualification

Title Diploma of Telecommunications Engineering

Rationale A general qualification for the Telecommunications Technical Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 5:

The self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others (see AQF Implementation Handbook for further details).

Competency units can be selected from the CAN, CPE and Network streams allowing a customised qualification for a variety of types of work across the industry. Competency units can be selected from one stream if desired.

Requirements for Completion

A successful assessment outcome for 4 of the competency units aligned with this qualification and 4 competency units aligned with one of the Certificate IV qualifications in CAN, CPE, Network or Cabling streams, in accordance with the Telecommunications Training Package Assessment Guidelines.

Table of competency units on the following page.

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Competency Units Aligned to Qualification (Diploma of Telecommunications Engineering) Stream Unit Number Unit Title CPE ICTTC024B Provide high level consultancy and technical support in the

CPE sector CPE ICTTC025B Develop and deliver training associated with new and/or

modified products CPE ICTTC026B Develop and deliver technical information to all company staff CPE ICTTC027B Develop CPE installation project plans CAN/Network ICTTC031B Prepare a project brief CAN ICTTC037B Design a telecommunications project CAN ICTTC038B Design an electronic network CAN ICTTC039B Prepare project specifications Network ICTTC058B Acceptance test new systems and equipment Network ICTTC059B Commission telecommunications network equipment Network ICTTC060B Integrate new systems and equipment into the

telecommunications network Network ICTTC061B Cutover new and/or replacement network equipment Network ICTTC076B Complete equipment/software upgrades CPE ICTTC083B Locate and rectify complex CPE system and equipment faults CPE ICTTC084B Provide expert advice and support on very complex CPE faults Network ICTTC090B Analyse and organise repair of complex telecommunications

network faults Network ICTTC092B Undertake outage management Network ICTTC097B Conduct tests on handset enhancements and international

roaming agreements

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Advanced Diploma of Telecommunications Engineering

Identification Number: ICT60197

Characteristics of the Qualification

Title Advanced Diploma of Telecommunications Engineering

Rationale A general qualification for the Telecommunications Technical Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 6:

The application of a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of contexts in relation to either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy is involved and accountability and responsibility for self and others in achieving the outcomes is involved (see AQF Implementation Handbook for further details).

Competency units can be selected from a range of Network stream standards allowing a customised qualification for a variety of types of work across the industry.

Requirements for Completion

A successful assessment outcome for 4 of the competency units aligned with this qualification and 4 competency units aligned with the Diploma in Telecommunications in accordance with the Telecommunications Training Package Assessment Guidelines

Table of competency units on the following page.

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Competency Units Aligned to Qualification (Advanced Diploma of Telecommunications Engineering) Stream Unit Number Unit Title Network ICTTC029B Plan the development and growth of the telecommunications

network Network ICTTC030B Forecast service demand CAN/Network ICTTC031B Prepare a project brief Network ICTTC033B Develop project management plan Network ICTTC034B Prepare a detailed design brief Network ICTTC036B Undertake qualification testing of new or enhanced equipment

and systems Network ICTTC042B Undertake system administration Network ICTTC043B Undertake network traffic management Network ICTTC044B Co-ordinate fault rectification and restoration of service

following network outages Network ICTTC045B Ensure that network changes are implemented as planned with

minimal impact to the customer Network ICTTC046B Undertake network performance analysis Network ICTTC047B Undertake management of the common channel signaling

network Network ICTTC091B Analyse and organise repair of the most complex

telecommunications network faults Network ICTTC094B Verify new software/hardware releases Network ICTTC098B Monitor the capacity of, and recommend changes to, the

mobile network

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Certificate II in Telecommunications (Cabling)

Identification number: ICT20297

Characteristics of the Qualification

Title Certificate II in Telecommunications (Cabling)

Rationale A specific qualification in the Telecommunications Technical Cabling Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 2:

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes (see AQF Implementation Handbook for further details).

This qualification aligns with the ACA licensing requirements for the Base Cabling Licence (BCL) for work in telecommunications Cabling.

Requirements for Completion

A successful assessment outcome for all 7 of the competency units aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines.

All licensing standards (*) must be assessed by nationally registered assessors approved by ACA.

Competency Units Aligned to Qualification Stream Unit Number Unit Title Cabling ICTTC005B* Install cable support systems Cabling ICTTC006B* Place and secure cable Cabling ICTTC008B* Terminate metallic conductor cable Cabling ICTTC012B* Install functional and protective telecommunications earthing

system Cabling ICTTC016B* Joint copper cable Cabling ICTTC017B* Alter services to existing cable system Cabling ICTTC022B* Organise and monitor cabling to ensure compliance with

regulatory and industry standards

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Certificate III in Telecommunications (Cabling)

Identification Number: ICT30497

Characteristics of the Qualification

Title Certificate III in Telecommunications (Cabling)

Rationale A specific qualification in the Telecommunications Technical Cabling Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 3:

Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints (see AQF Implementation Handbook for further details).

This qualification aligns with some of the ACA licensing requirements for the BCL endorsements for work in telecommunications Cabling.

Requirements for Completion

A successful assessment outcome for 7 of the competency units aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines.

Licensing standards (*) must be assessed by nationally registered assessors approved by ACA.

Prerequisite licensing standards may apply.

Competency Units Aligned to Qualification Stream Unit Number Unit Title Lic. Cabling ICTTC009B* Place, secure and terminate structured cabling, twisted pair

for certification Lic. Cabling ICTTC010B* Place, secure and terminate optical fibre cable Lic. Cabling ICTTC011B* Place, secure and terminate coaxial cable Cabling/CAN ICTTC013B Perform accurate cable system test Cab//CPE/CAN ICTTC014B Handover systems and equipment Cabling ICTTC015B Locate and identify cable system fault Lic. Cabling ICTTC018B* Install underground enclosures and pipe/conduit Lic. Cabling ICTTC019B* Install underground cable Lic. Cabling ICTTC020B* Construct aerial cable supports Lic. Cabling ICTTC021B* Install aerial cable

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Certificate III in Telecommunications (Customer Premises Cabling and Equipment)

Identification Number: ICT30699

Characteristics of the Qualification

Title Certificate III in Telecommunications (Customer Premises Cabling and Equipment)

Rationale A specific qualification for the Telecommunications Technical Licensed Cabling and CPE Streams. Successful completion will require competency in units that relate to work that can be defined as mainly aligning with AQF Level 3: Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints (See AQF Implementation Handbook for further details) This qualification includes 9 competency standards that align to ACA licensing requirements (Base Cabling Licence and 3 endorsements). These standards (denoted * below) must be assessed by ACA approved, nationally registered assessors.

Requirements for Completion

A successful assessment outcome for all 17 competency units, aligned with this qualification in accordance with the Telecommunications Training Package Assessment Guidelines.

Table of competency units on the following page.

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Competency Units Aligned to Qualification Certificate III in Telecommunications (Customer Premises Cabling and Equipment) Stream Unit Number Unit Title

Lic. Cabling ICTTC005B* Install cable support systems Lic. Cabling ICTTC006B* Place and secure cable Lic. Cabling ICTTC008B* Terminate metallic conductor cable Lic. Cabling ICTTC012B* Install functional and protective telecommunications earthing

systems Lic. Cabling ICTTC017B* Alter services to existing cabling system Lic. Cabling ICTTC022B* Organise and monitor cabling to ensure compliance with

regulatory and industry standards Lic. Cabling ICTTC009B* Place, secure and terminate structured cabling, twisted pair for

certification Lic. Cabling ICTTC010B* Place, secure and terminate optical fibre cable Lic. Cabling ICTTC011B* Place, secure and terminate co-axial cable Cabling/CAN ICTTC013B Perform accurate cable system test Cabling/CPE ICTTC014B Hand-over systems and equipment CPE ICTTC049B Install customer premises systems and equipment CPE ICTTC052B Cut-over new customer premises systems and equipment CPE ICTTC053B Train customers CPE ICTTC074B Recover customer premises equipment CPE ICTTC075B Refurbish customer premises equipment CPE ICTTC126B Complete all administrative work associated with CPE activity

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Certificate IV in Telecommunications (Cabling)

Identification Number: ICT40499

Characteristics of the Qualification

Title Certificate IV in Telecommunications (Cabling)

Rationale A specific qualification in the Telecommunications Technical Cabling Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 4:

Performance in a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedure for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills (see AQF Implementation Handbook for further details).

Requirements for Completion

A successful assessment outcome for 5 of the competency units aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines.

Special Condition

This qualification includes the option of completing the three assessor competencies specified in the Assessment Guidelines for this package. The three assessor competencies must be completed to obtain the equivalent of 1 Telecommunications competency unit.

Competency Units Aligned to Qualification Stream Unit Number Unit Title Cabling ICTTC001B Identify requirements for customer's telecommunications

equipment Cabling ICTTC002B Prepare design drawings and specifications for cabling

installation Cabling ICTTC003B Estimate and quote on customer equipment installation Cabling ICTTC004B Schedule and supply cabling installation Cabling ICTTC023B Supervise cabling project Assessor Competency Standards: All 3 units equal to 1 unit of credit

BSZ401A BSZ402A BSZ403A

Plan assessment Conduct assessment and Review assessment

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Certificate III in Telecommunications (CPE)

Identification Number: ICT30297

Characteristics of the Qualification

Title Certificate III in Telecommunications (Customer Premises Equipment)

Rationale A specific qualification in the Telecommunications Technical CPE Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 3:

Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints (see AQF Implementation Handbook for further details).

Requirements for Completion

A successful assessment outcome for 6 of the competency units aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines.

Competency Units Aligned to Qualification Stream Unit Number Unit Title Cabling/CPE ICTTC014B Handover systems and equipment CPE ICTTC049B Install customer premises systems and equipment CPE ICTTC052B Cutover new customer premises systems and equipment CPE ICTTC053B Train customers CPE ICTTC070B Install mobile telecommunications in motor vehicles CPE ICTTC071B Install pay TV set top unit CPE ICTTC074B Recover customer premises equipment CPE ICTTC075B Refurbish customer premises equipment CPE ICTTC105B Locate and rectify mobile telecommunications faults, on a first

in basis CPE ICTTC106B Locate and rectify pay TV set top unit faults CPE ICTTC126B Complete all administrative work associated with CPE activity

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Certificate IV in Telecommunications (CPE)

Identification Number: ICT40297

Characteristics of the Qualification

Title Certificate IV in Telecommunications (Customer Premises Equipment)

Rationale A specific qualification in the Telecommunications Technical CPE Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 4:

Performance in a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedure for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills (see AQF Implementation Handbook for further details).

Requirements for Completion

A successful assessment outcome for 5 of the competency units aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines.

Special Condition

This qualification includes the option of completing the three assessor competencies specified in the Assessment Guidelines for this package. The three assessor competencies must be completed to obtain the equivalent of 1 Telecommunications competency unit.

Competency Units Aligned to Qualification Stream Unit Number Unit Title Cabling/CPE ICTTC001B Identify requirements for customer's telecommunications

equipment Cabling/CPE ICTTC003B Estimate and quote on customer equipment installation CPE ICTTC028B Organise resources CPE ICTTC048B Schedule CPE installation CPE ICTTC050B Install radio controlled CPE CPE ICTTC051B Install PC based CPE system programs CPE ICTTC072B Effect changes to existing CPE systems and equipment CPE ICTTC073B Cutover CPE additions, moves and changes CPE ICTTC079B Schedule CPE maintenance CPE ICTTC080B Undertake preventive maintenance (CPE systems and

equipment) CPE ICTTC081B Perform tests and fault diagnosis remote from the customer

premises CPE ICTTC082B Locate and rectify CPE faults on site, on first in basis Assessor Competency Standards: All 3 units equal to 1 unit of credit

BSZ401A BSZ402A BSZ403A

Plan assessment Conduct assessment and Review assessment

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Diploma of Telecommunications (CPE)

Identification Number: ICT50299

Characteristics of the Qualification

Title Diploma of Telecommunications (Customer Premises Equipment)

Rationale A specific qualification for the Telecommunications Technical CPE Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 5:

The self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others (see AQF Implementation Handbook for further details).

Competency units mainly selected from the CPE technical stream.

Requirements for Completion

A successful assessment outcome for: • 4 competency units at Diploma level of which at least three must be from

the CPE stream–select from unit list below and unit lists for other Telecommunications Diploma qualifications

and • 4 competency units aligned with the Certificate IV in Telecommunications

(CPE)

in accordance with the Telecommunications Training Package Assessment Guidelines.

Competency Units Aligned to Qualification Stream Unit Number Unit Title CPE ICTTC024B Provide high level consultancy and technical support in the

CPE sector CPE ICTTC025B Develop and deliver training associated with new and/or

modified products CPE ICTTC026B Develop and deliver technical information to all company

staff CPE ICTTC027B Develop CPE installation project plans CPE ICTTC083B Locate and rectify complex CPE system and equipment

faults CPE ICTTC084B Provide expert advice and support on very complex CPE

faults

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Certificate II in Telecommunications (CAN)

Identification Number: ICT20399

Characteristics of the Qualification

Title Certificate II in Telecommunications (Customer Access Network)

Rationale A specific qualification in the Telecommunications Technical CAN Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 2:

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes (see AQF Implementation Handbook for further details)

Requirements for Completion

A successful assessment outcome for 7 of the competency units aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines.

Competency Units Aligned to Qualification Stream Unit Number Unit Title CAN ICTTC064B Haul underground cable CAN ICTTC065B Splice optic fibre cable CAN ICTTC066B Joint and terminate co-axial cable CAN ICTTC068B Install telecommunications service to a building CAN ICTTC130A Prepare site for support installation CAN ICTTC131A Install an above ground equipment enclosure CAN ICTTC132A Erect cable supports CAN ICTTC133A Construct underground enclosures CAN ICTTC134A Fix aerial cable CAN ICTTC135A Joint metallic cable

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Certificate III in Telecommunications (CAN)

Identification Number: ICT30397

Characteristics of the Qualification

Title Certificate III in Telecommunications (Customer Access Network)

Rationale A specific qualification in the Telecommunications Technical CAN Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 3:

Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints (see AQF Implementation Handbook for further details).

Requirements for Completion

A successful assessment outcome for 6 of the competency units aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines

Competency Units Aligned to Qualification Stream Unit Number Unit Title Cabling/CAN ICTTC013B Perform an accurate cable system test Cabling/CAN/CPE ICTTC014B Handover systems and equipment CAN ICTTC055B Install an antenna/wave guide CAN ICTTC065B Splice optical fibre cable CAN ICTTC066B Joint and terminate coaxial cable CAN ICTTC067B Rearrange and cutover cable CAN ICTTC068B Install telecommunication service to a building CAN ICTTC069B Install network cable equipment CAN ICTTC077B Commission an electronic unit CAN ICTTC103B Maintain cable network CAN ICTTC104B Maintain an electronic system CAN ICTTC127B Supervise work site activities

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Certificate IV in Telecommunications (CAN)

Identification Number: ICT40397

Characteristics of the Qualification

Title Certificate IV in Telecommunications (Customer Access Network)

Rationale A specific qualification in the Telecommunications Technical CAN Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 4:

Performance in a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedure for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills (see AQF Implementation Handbook for further details).

Requirements for Completion

A successful assessment outcome for 5 of the competency units aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines.

Special Condition

This qualification includes the option of completing the three assessor competencies specified in the Assessment Guidelines for this package. The three assessor competencies must be completed to obtain the equivalent of 1 Telecommunications competency unit.

Competency Units Aligned to Qualification Stream Unit Number Unit Title Cabling/CAN ICTTC023B Supervise cabling project CAN ICTTC040B Assign a transmission path CAN ICTTC041B Schedule resources CAN ICTTC055B Install an antenna/wave guide CAN ICTTC078B Commission an electronic system CAN ICTTC099B Remotely locate and identify cable network faults CAN ICTTC100B Locate and diagnose cable faults CAN ICTTC101B Locate and diagnose electronic faults CAN ICTTC102B Repair electronic faults Assessor Competency Standards: All 3 units equal to 1 unit of credit

BSZ401A BSZ402A BSZ403A

Plan assessment Conduct assessment and Review assessment

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Diploma of Telecommunications (CAN)

Identification Number: ICT50399

Characteristics of the Qualification

Title Diploma of Telecommunications (Customer Access Network)

Rationale A specific qualification for the Telecommunications Technical CAN Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 5:

The self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others (see AQF Implementation Handbook for further details).

Competency units mainly selected from the CAN technical stream.

Requirements for Completion

A successful assessment outcome for:

• 4 competency units at Diploma level of which at least three must be from the CAN stream –select from unit list below and unit lists for other Telecommunications Diploma qualifications

and • 4 competency units aligned with the Certificate IV in Telecommunications

(CAN)

in accordance with the Telecommunications Training Package Assessment Guidelines.

.Competency Units Aligned to Qualification Stream Unit Number Unit Title Network/CAN ICTTC031B Prepare project brief CAN ICTTC037B Design a telecommunications project CAN ICTTC038B Design an electronic network CAN ICTTC039B Prepare project specifications

Telecommunications Training Package ICT97 Competency Standards, Assessment Guidelines and Qualifications

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Telecommunications Training PackageCall Centre Qualifications Framework Map

AQF Level 3 AQF Level 4

Certificate 2in

Telecommunications(Call Centres)

9 Competency Units

5 Core*plus

4 Electives

ICT20499

Certificate 3in

Telecommunications(Call Centres)

14 Competency Units

5 Core*plus

9 Electives

ICT30599

Certificate 4in

Telecommunications(Call Centres)

15 Competency Units

5 Core*plus

10 Electives

ICT40599

Australian Qualification Framework

Inexperiencedperson / New trainee entry

Experienced person entry (via RPL)

AQF Level 2

Direct Entry Direct Entry

Pathway to otherbusiness and industryTraining Packages /Qualifications

Note * The 5 core competency standardsare the same for each qualification.

Telecommunications Training Package ICT97 Competency Standards, Assessment Guidelines and Qualifications

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AQF Level 2

Certificate 2in

Telecommunications(Call Centres)

ICT20399

9 Competency Units 5 Core + 4 Electives

Core (5)ICTTC200A TTICTTC201A ITICTTC202A ITICTTC204A CSICTTC213A CSA

Group CElective Units (Any 4)ICTTC206A TMICTTC207A TMICTTC209A MRICTTC210A SellICTTC216A PSFICTTC219A CICTTC224A BM

AQF Level 3

Certificate 3in

Telecommunications(Call Centres)

ICT30599

14 Competency Units5 Core + 9 Electives

Core (5)ICTTC200A TTICTTC201A ITICTTC202A ITICTTC204A CSICTTC213A CSA

Group A Units (at least5)ICTTC203A ITICTTC205A CSICTTC208A TMICTTC211A SellICTTC214A CSAICTTC217A PSFICTTC220A CICTTC222A CMICTTC225A BMICTTC227A LICTTC229A LICTTC234A L

Group B Units (Max 2)ICTTC212A SellICTTC215A CSAICTTC218A PSFICTTC221A CICTTC223A CMICTTC226A BM

Group C Units (Max 2)ICTTC206A TMICTTC207A TMICTTC209A MRICTTC210A SellICTTC216A PSFICTTC219A CICTTC224A BM

Cert. 3 Electives (Max 2)Equivalent (approved) unitssee note.

AQF Level 4

Certificate 4in

Telecommunications(Call Centres)

ICT40599

15 Competency Units5 core + 10 Electives

Core (5)ICTTC200A TTICTTC201A ITICTTC202A ITICTTC204A CSICTTC213A CSA

At least 5 leadership units,with a maximum of 7

Leadership Units (Any)ICTTC228A LICTTC230A LICTTC231A LICTTC232A LICTTC233A LICTTC235A LICTTC236A LICTTC237A L

Group B Units (Any) ICTTC212A SellICTTC215A CSAICTTC218A PSFICTTC221A CICTTC223A CMICTTC226A BM

Group A Units (Max 2)ICTTC203A ITICTTC205A CSICTTC208A TMICTTC211A SellICTTC214A CSAICTTC217A PSFICTTC220A CICTTC222A CMICTTC225A BM

Cert. 4 Electives (Max 2)Equivalent (approved) unitssee note.

Legend

TT Telecomm’ns TechnologyIT Information TechnologyCS Customer ServiceTM TelemarketingMR Market ResearchSell SellingCSA Customer Support & AssistancePSF Product / Services FaultsC ComplaintsCM Credit ManagementBM Billing ManagementL Leadership

Note:At Cert 3 and 4, candidates may choose up to 2 equivalent (level) approved electives units from othernationally endorsed training packages. “Equivalence will be determined in consultation with relevantTraining Board and IT&Titab”.

Telecommunications Training Package ICT97Call Centres Qualification Details

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Certificate II in Telecommunications (Call Centres) Identification Number: ICT20499

Characteristics of the Qualification

Title Certificate II in Telecommunications (Call Centres)

Rationale A specific qualification for the Telecommunications Call Centre Stream. Successful completion will require competency in units that relate to work which can be defined as aligning with AQF Level 2: Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes (See AQF Implementation Handbook for further details)

Requirements for Completion

A successful assessment outcome for 9 competency units, 5 compulsory core and 4 group C electives aligned with this qualification, in accordance with the Telecommunications Training Package Assessment Guidelines.

Competency Units Aligned to Qualification Field Unit Number Unit Title Core Units: Telecommunications Technology

ICTTC200A Use telecommunications technology in receiving and making calls in the call centre environment

Info. Technology ICTTC201A Use basic computer technology to process enterprise and customer data in a call centre environment

Info. Technology ICTTC202A Use specific enterprise systems to satisfy customer requirements

Customer Service ICTTC204A Provide quality customer service Customer Support and Assistance

ICTTC213A Provide support and assistance to customers on matters relating to particular product(s)/service

Group C Elective Units:

Telemarketing ICTTC206A Respond to inbound calls relating to a specific marketing campaign

Telemarketing ICTTC207A Conduct outbound telemarketing campaign Market Research ICTTC209A Conduct data collection for market research, opinion polls,

customer surveying Selling ICTTC210A Process sales of limited product/service from incoming

inquiries Product/Service Faults ICTTC216A Action reports of faults reported by customers relating to

specific product/service Complaints ICTTC219A Resolve complaints dealing with specific product/service Billing Management ICTTC224A Provide basic assistance to customers in relation to account

inquiries

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Certificate III in Telecommunications (Call Centres)

Identification Number: ICT30599

Characteristics of the Qualification

Title Certificate III in Telecommunications (Call Centres)

Rationale A specific qualification for the Telecommunications Call Centre Stream. Successful completion will require competency in units that relate to work which can be defined as mainly aligning with AQF Level 3: Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints (See AQF Implementation Handbook for further details) Competency units can be selected from a broad range of units associated with call centre activities.

Requirements for Completion

A successful assessment outcome for 14 competency units, aligned with this qualification in accordance with the Telecommunications Training Package Assessment Guidelines. Where the 14 competency units consist of: • 5 core units Plus 9 elective units with: • at least 5 and up to 9 group A elective units • a maximum of 2 group B elective units • a maximum of 2 group C elective units • a maximum of 2 equivalent (approved) level units from other relevant Cert.

III qualifications #

Note #: Candidates may choose up to 2 equivalent (level) approved elective units from other nationally endorsed training packages. “Equivalence will be determined in consultation with relevant Training Board and IT&Titab”.

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Competency Units Aligned to Qualification

Field Group Unit Number Unit Title Core Units: Telecommunications Technology

ICTTC200A Use telecommunications technology in receiving and making calls in the call centre environment

Info. Technology ICTTC201A Use basic computer technology to process enterprise and customer data in a call centre environment

Info. Technology ICTTC202A Use specific enterprise systems to satisfy customer requirements Customer Service ICTTC204A Provide quality customer service Customer Support and Assistance

ICTTC213A Provide support and assistance to customers on matters relating to particular product(s)/service

Group A Elective Units

Info. Technology ICTTC203A Use specific enterprise systems to satisfy customer requirements Customer Service ICTTC205A Manage and build on relationships with customers Telemarketing ICTTC208A Conduct telemarketing campaign involving selling of product/service Selling ICTTC211A Process sales of complex product/service and where customer is

unsure of available solutions Customer Support and Assistance

ICTTC214A Process general inquiries from customers and provide associated support and assistance

Product/Service & Faults ICTTC217A Action reports of product/service faults reported by customers Complaints ICTTC220A Resolve customer complaints Credit Management ICTTC222A Process low risk credit applications Billing Management ICTTC225A Process complex billing/account inquiries from customers Leadership ICTTC227A Manage personal work priorities and professional development Leadership ICTTC229A Establish and manage effective relationships within the call centre

team environment Leadership ICTTC234A Develop and maintain a safe workplace and environment Group B Elective Units

Selling ICTTC212A Process sales which commit both customer and enterprise to considerable financial commitment

Customer support and Assistance

ICTTC215A Provide support to staff and customers on all inquiries and on matters defending enterprise policy

Product/Service Faults ICTTC218A Negotiate with customers on major product/service faults Complaints ICTTC221A Resolve the more complex customer complaints Credit Management ICTTC223A Process high risk credit applications Billing Management ICTTC226A Handle to finality complex account matters, service severance and/or

product return for default Group C Elective Units

Telemarketing ICTTC206A Respond to inbound calls relating to a specific marketing campaign Telemarketing ICTTC207A Conduct outbound telemarketing campaign Market Research ICTTC209A Conduct data collection for market research, opinion polls, customer

surveying Selling ICTTC210A Process sales of limited product/service from incoming inquiries Product/Service Faults ICTTC216A Action reports of faults reported by customers relating to specific

product/service Complaints ICTTC219A Resolve complaints dealing with specific product/service Billing Management ICTTC224A Provide basic assistance to customers in relation to account inquiries

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Certificate IV in Telecommunications (Call Centres)

Identification Number: ICT40599

Characteristics of the Qualification

Title Certificate IV in Telecommunications (Call Centres)

Rationale A specific qualification for the Telecommunications Call Centre Stream. Successful completion will require competency in units that relate to work which can be defined as mainly aligning with AQF Level 4: Performance in a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedure for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills (See AQF Implementation Handbook for further details). Competency units can be selected from a broad range of units associated with call centre activities.

Requirements for Completion

A successful assessment outcome for 15 competency units, aligned with this qualification in accordance with the Telecommunications Training Package Assessment Guidelines. Where the 15 competency units consist of: • 5 core units Plus 10 elective units • at least 5 leadership units, with a maximum of 7 units ; • any group B elective units; • a maximum of 2 non-leadership group A elective units; • a maximum of 2 equivalent (approved) level units from other relevant Cert.

IV qualifications #.

Note # Candidates may choose up to 2 equivalent (level) approved elective units from other nationally endorsed training packages. “Equivalence will be determined in consultation with relevant Training Board and IT&Titab”.

Telecommunications Training Package ICT97 Competency Standards, Assessment Guidelines and Qualifications

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Competency Units Aligned to Qualification

Field Group Unit Number Unit Title Core Units: Telecommunications Technology

ICTTC200A Use telecommunications technology in receiving and making calls in the call centre environment

Info. Technology ICTTC201A Use basic computer technology to process enterprise and customer data in a call centre environment

Info. Technology ICTTC202A Use specific enterprise systems to satisfy customer requirements Customer Service ICTTC204A Provide quality customer service Customer Support and Assistance

ICTTC213A Provide support and assistance to customers on matters relating to particular product(s)/service

Leadership Units Leadership ICTTC228A Provide leadership to call centre staff in the achievement of business

goals and objectives Leadership ICTTC230A Lead, participate in and facilitate the activities of a call centre

environment Leadership ICTTC231A Manage the operations of a call centre work team to achieve planned

outcomes Leadership ICTTC232A Manage information and information systems in the call centre team

environment Leadership ICTTC233A Lead a call centre team delivering quality customer service Leadership ICTTC235A Implement and monitor quality and continuous improvement systems

and processes Leadership ICTTC236A Facilitate and capitalise on change and innovation Leadership ICTTC237A Contribute to the development of a learning culture within the call

centre team environment Group B: Elective Units Selling ICTTC212A Process sales which commit both customer and enterprise to

considerable financial commitment Customer support and Assistance

ICTTC215A Provide support to staff and customers on all inquiries and on matters defending enterprise policy

Product/Service Faults ICTTC218A Negotiate with customers on major product/service faults Complaints ICTTC221A Resolve the more complex customer complaints Credit Management ICTTC223A Process high risk credit applications Billing Management ICTTC226A Handle to finality complex account matters, service severance and/or

product return for default Group A: Elective Units Info. Technology ICTTC203A Use specific enterprise systems to satisfy customer requirements Customer Service ICTTC205A Manage and build on relationships with customers Telemarketing ICTTC208A Conduct telemarketing campaign involving selling of product/service Selling ICTTC211A Process sales of complex product/service and where customer is

unsure of available solutions Customer Support and Assistance

ICTTC214A Process general inquiries from customers and provide associated support and assistance

Product/Service & Faults ICTTC217A Action reports of product/service faults reported by customers Complaints ICTTC220A Resolve customer complaints Credit Management ICTTC222A Process low risk credit applications Billing Management ICTTC225A Process complex billing/account inquiries from customers

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Section 4: Competency Standards Stream Listings Technical Cabling Stream Units Refer Volume 1: Part A for Unit Descriptors Unit Number Unit Title Technical

Stream ICTTC001B Identify requirements for customer’s telecommunications equipment Cab/CPE

ICTTC002B Prepare design drawings and specifications for cable installation Cabling

ICTTC003B Estimate and quote on customer equipment installation Cab/CPE

ICTTC004B Schedule and supply cabling installation Cabling

ICTTC005B* Install cable support systems Lic Cab

ICTTC006B* Place and secure cable Lic Cab

ICTTC008B* Terminate metallic conductor cable Lic Cab

ICTTC009B* Place, secure and terminate structured cabling, twisted pair for certification

Lic Cab

ICTTC010B* Place, secure and terminate optical fibre cable Lic Cab

ICTTC011B* Place, secure and terminate coaxial cable Lic Cab

ICTTC012B* Install functional and protective telecommunications earthing system Lic Cab

ICTTC013B Perform an accurate cable system test Cab/CAN/CPE

ICTTC014B Handover systems and equipment Cab/CPE

ICTTC015B Locate and identify cable system faults Cabling

ICTTC016B* Joint copper cable Lic Cab

ICTTC017B* Alter services to existing cable system Lic Cab

ICTTC018B* Install underground enclosures and pipe/conduit Lic Cab

ICTTC019B* Install underground cable Lic Cab

ICTTC020B* Construct aerial cable supports Lic Cab

ICTTC021B* Install aerial cable Lic Cab

ICTTC022B* Organise and monitor cabling to ensure compliance with regulatory and industry standards

Lic Cab

ICTTC023B Supervise cabling project Cab/CAN ICTTC136A Install, maintain and modify premises communications cabling

ACA Restricted Rule Cabling

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ICTTC137A Install, maintain and modify premises communications cabling ACA Open Rule

Cabling

ICTTC138A Install, maintain and modify premises communications cabling ACA Lift Rule

Cabling

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Technical CPE Stream Units Refer Volume 1: Part B for Unit Descriptors ICTTC001B Identify requirements for customer’s telecommunications equipment Cab/CPE

ICTTC003B Estimate and quote on customer equipment installation Cab/CPE

ICTTC014B Handover systems and equipment Cab/CPE

ICTTC024B Provide high level consultancy and technical support in the CPE sector CPE

ICTTC025B Develop and deliver training associated with new and/or modified products

CPE

ICTTC026B Develop and deliver technical information to all company staff CPE

ICTTC027B Develop CPE installation project plans CPE

ICTTC028B Organise resources CPE

ICTTC048B Schedule CPE installation CPE

ICTTC049B Install customer premises systems and equipment CPE

ICTTC050B Install radio controlled CPE CPE

ICTTC051B Install PC based CPE system programs CPE

ICTTC052B Cutover new customer premises systems and equipment CPE

ICTTC053B Train customers CPE

ICTTC070B Install mobile telecommunications in motor vehicles CPE

ICTTC071B Install Pay TV set top unit CPE

ICTTC072B Effect changes to existing CPE systems and equipment CPE

ICTTC073B Cutover CPE additions, moves and changes CPE

ICTTC074B Recover customer premises equipment CPE

ICTTC075B Refurbish customer premises equipment CPE

ICTTC079B Schedule CPE maintenance CPE

ICTTC080B Undertake preventive maintenance (CPE systems and equipment) CPE

ICTTC081B Perform tests and fault diagnosis remote from customer premises CPE

ICTTC082B Locate and rectify CPE faults on site, on a first in basis CPE

ICTTC083B Locate and rectify complex CPE system and equipment faults CPE

ICTTC084B Provide expert advice and support on very complex CPE faults CPE

ICTTC105B Locate and rectify mobile telecommunications faults, on a first in basis CPE

ICTTC106B Locate and rectify Pay TV set top unit faults CPE

ICTTC126B Complete all administrative work associated with CPE activity CPE

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Technical CAN Stream Units Refer Volume 1: Part C for Unit Descriptors

ICTTC013B Perform an accurate cable system test Cab/CAN

ICTTC014B Handover systems and equipment Cab/CAN/CPE

ICTTC023B Supervise cabling project Cab/CAN

ICTTC031B Prepare a project brief CAN/Net

ICTTC037B Design a telecommunications project CAN

ICTTC038B Design an electronic network CAN

ICTTC039B Prepare project specifications CAN

ICTTC040B Assign a transmission path CAN

ICTTC041B Schedule resources CAN

ICTTC055B Install an antenna/wave guide Net/CAN

ICTTC062B Build a telecommunications tower/mast CAN

ICTTC064B Haul underground cable CAN

ICTTC065B Splice optical fibre cable CAN

ICTTC066B Joint and terminate coaxial cable CAN

ICTTC067B Rearrange and cutover cable CAN

ICTTC068B Install telecommunications service to a building CAN

ICTTC069B Install network cable equipment CAN

ICTTC077B Commission an electronic unit CAN

ICTTC078B Commission an electronic system CAN

ICTTC099B Remotely locate and identify cable network faults CAN

ICTTC100B Locate and diagnose cable faults CAN

ICTTC101B Locate and diagnose electronic faults CAN

ICTTC102B Repair electronic faults CAN

ICTTC103B Maintain cable network CAN

ICTTC104B Maintain an electronic system CAN

ICTTC127B Supervise worksite activities CAN

ICTTC130A Prepare site for support installation CAN

ICTTC131A Install an above ground equipment enclosure CAN

ICTTC132A Erect cable supports CAN

ICTTC133A Construct underground enclosures CAN

ICTTC134A Fix aerial cable CAN

ICTTC135A Joint metallic cable CAN

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Technical Network Stream Units Refer Volume 1: Part D for Unit Descriptors ICTTC029B Plan the development and growth of the telecommunications network Network

ICTTC030B Forecast service demand Network

ICTTC031B Prepare a project brief CAN/Net

ICTTC032B Undertake a civil site survey Network

ICTTC033B Develop project management plan Network

ICTTC034B Prepare a detailed design brief Network

ICTTC035B Organise material supply Network

ICTTC036B Undertake qualification testing of new or enhanced equipment and systems

Network

ICTTC042B Undertake system administration Network

ICTTC043B Undertake network traffic management Network

ICTTC044B Co-ordinate fault rectification and restoration of service following network outages

Network

ICTTC045B Ensure that network changes are implemented as planned with minimal impact to the customer

Network

ICTTC046B Undertake network performance analysis Network

ICTTC047B Undertake management of the common channel signalling (CCS) network

Network

ICTTC054B Provide infrastructure for telecommunications network equipment Network

ICTTC055B Install an antenna/wave guide Net/CAN

ICTTC056B Install telecommunications network equipment Network

ICTTC057B Test cable bearers Network

ICTTC058B Acceptance test new systems and equipment Network

ICTTC059B Commission telecommunications network equipment Network

ICTTC060B Integrate new systems and equipment into the telecommunications network

Network

ICTTC061B Cutover new and/or replacement network equipment Network

ICTTC076B Complete equipment/software upgrades Network

ICTTC085B Monitor, analyse and action telecommunications network alarms Network

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Technical Network Streams Units (Continued) ICTTC086B Undertake routine maintenance of the telecommunications network Network

ICTTC087B Undertake remote repair of network faults Network

ICTTC088B Locate and rectify network faults on a first in basis Network

ICTTC089B Repair and replace telecommunications network hardware Network

ICTTC090B Analyse and organise repair of complex telecommunication network faults

Network

ICTTC091B Analyse and organise repair of the most complex telecommunication network faults

Network

ICTTC092B Undertake outage management Network

ICTTC093B Manage spare parts Network

ICTTC094B Verify new software/hardware releases Network

ICTTC095B Conduct radio frequency measurements Network

ICTTC096B Conduct field tests of radio/wireless networks Network

ICTTC097B Conduct tests on handset enhancements and international roaming agreements

Network

ICTTC098B Monitor the capacity of, and recommend changes to, the mobile network

Network

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Call Centre Stream Units Refer Volume 1: Part E for Unit Descriptors

ICTTC200A Use telecommunications technology in receiving and making calls in the call centre environment

ICTTC201A Use basic computer technology to process enterprise and customer data in a call centre environment

ICTTC202A Use specific enterprise systems to satisfy customer requirements

ICTTC203A Navigate and interrogate specific enterprise systems to satisfy customer requirements

ICTTC204A Provide quality customer service

ICTTC205A Manage and build on relationships with customers

ICTTC206A Respond to inbound calls relating to a specific marketing campaign

ICTTC207A Conduct outbound telemarketing campaign

ICTTC208A Conduct telemarketing campaign involving selling of product/service

ICTTC209A Conduct data collection for market research, opinion polls, customer surveying

ICTTC210A Process sales of limited product/service from incoming inquiries

ICTTC211A Process sales of complex product/service and where customer is unsure of available solutions

ICTTC212A Process sales which commit both customer and enterprise to considerable financial commitment

ICTTC213A Provide support and assistance to customers on matters relating to particular products /service

ICTTC214A Process general inquiries from customers and provide associated support and assistance

ICTTC215A Provide support to staff and customers on all inquiries and on matters defending enterprise policy

ICTTC216A Action reports of faults reported by customers relating to specific product/service

ICTTC217A Action reports of product/service faults reported by customers

ICTTC218A Negotiate with customers on major product/service faults

ICTTC219A Resolve complaints dealing with specific product/service

ICTTC220A Resolve customer complaints

ICTTC221A Resolve the more complex customer complaints

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Call Centre Stream Units (Continued)

ICTTC222A Process low risk credit applications

ICTTC223A Process high risk credit applications

ICTTC224A Provide basic assistance to customers in relation to account inquiries

ICTTC225A Process complex billing/account inquiries from customers

ICTTC226A Handle to finality complex account matters, service severance and/or product return for default

ICTTC227A Manage personal work priorities and professional development

ICTTC228A Provide leadership to call centre staff in the achievement of business goals and objectives

ICTTC229A Establish and manage effective relationships within the call centre team environment

ICTTC230A Lead, participate in and facilitate the activities of a call centre work team

ICTTC231A Manage the operations of a call centre work team to achieve planned outcomes

ICTTC232A Manage information and information systems in a call centre team environment

ICTTC233A Lead a call centre team delivering quality customer service

ICTTC234A Develop and maintain a safe workplace and environment

ICTTC235A Implement and monitor quality and continuous improvement systems and processes

ICTTC236A Facilitate and capitalise on change and innovation

ICTTC237A Contribute to the development of a learning culture within the call centre team environment

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Appendix 1

Call Centre Component:

Background History of Changes & Table of Equivalent Call Centre Competency

Standards

Telecommunications Training Package ICT97 Competency Standards, Assessment Guidelines and Qualifications

Volume 1: © Australian National Training Authority 103 103

Telecommunications Training Package : Call Centre Component Background History of Changes

The development of the “Communications” Call Centre Training Package submission that was initially (version 4 in April 1998) put on to the National Course Register by the Tasmanian Government has been amended and was incorporated into the “Telecommunications Training Package ICT97” in October 1999. Note: • Version 4 was issued in April 1998 and formed the basis for the Call Centre qualifications placed

on the national register by the Tasmanian Government in July 1998. The courses (based on competency standard attainment) were registered until the December 1999.

Course Title National Course Code Comments Certificate 2 in Communications

(Call Centres) 13071 TAS

Certificate 3 in Communications (Call Centres)

13072 TAS

Certificate 4 in Communications (Call Centres)

13073 TAS

Certificates based on attainment of competency standards (as per version 4)

• Version 5 was issued in August 1998 and was the document used for validation purposes for

inclusion into the enhanced Telecommunications Training Package ICT97. • Version 6 was issued in December 1998 and contains a number of additional (minor) refinements

that arose from the consultation process undertaken with all states and territories. There are three essential differences between version 5 and 6:

The Certificate 4 now restricts the number of leadership units to a maximum of 7 and a minimum

of 5;

Units within one qualification may be counted towards another qualification within the specified restrictions;

Greater detail has been included throughout the document, particularly the Evidence guides in all

standards, to specifically address Occupational Health and Safety and Stress Management matters. • ICT97 Version – the endorsed version (October 1999) is essentially the same as version 6, except

for minor (cosmetic) changes to the qualification specifications: Previous prerequisites have become core and electives are now allocated into group A, B or C categories.

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Changes to Call Centre Competency Standards 1. The 38 Call Centre competency standards were initially identified by the numbers ICCTC200A to

ICCTC237A and with their inclusion into the Telecommunications Training Package ICT97 they have been changed to ICTTC200A to ICTTC237A. Since the prefix of the number has changed, the version letter will remain as “A”.

2. The front section of the each competency standards after the “Unit number and Title” has been re-

written to include: • Stream • Field • Unit details • Prerequisite Units • Equivalent Units

The Package has 2 “streams”; Technical and Call Centres, with each stream broken down into “fields” that provide useful contextual information. The fields for the call centre standards are:

• Telecommunications Technology • Information Technology • Customer service • Telemarketing • Marketing • Selling • Customer Support and Assistance • Product / Services Faults • Complaints • Credit Management • Billing Management • Leadership

3. To ensure consistency between units within the package, the “Evidence Guides” of the Call Centre

standards have been rewritten to match the same format as the technical units. All evidence guides now include:

• Assessment location (where the assessment can take place) • Assessment resources (what resources are required to carry out the assessment) • Evidence of competency (that include the minimum performance with

underpinning knowledge and skill requirements). The underpinning knowledge and skills statements for all standards will also be available on an accompanying compact disk data bank to assist RTO’s and others in determining training requirements. Using this data base , the trainer will be able to feed in the selected competency standard numbers and the data base will compare and sort all the information into a concise report showing the most effective training program.

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Qualifications Although the general framework for the 3 new Call Centre qualifications (ICT97 version) remains the same as per that shown in version 4, there has been minor changes to certificates (titles and numbers) and competency unit numbers. The table below compares the new and old details:

New Document (version 6)

Old Document (Version 4)

Comments

Certificate 2 in Telecommunications

(Call Centres) ICT20499

Certificate 2 in Communications

(Call Centres) Identified as ICC20198

Competency unit numbers changed from ICCTC---- to ICTTC-----

Certificate 3 in Telecommunications

(Call Centres) ICT30599

Certificate 3 in Communications

(Call Centres) Identified as ICC30198

Competency unit numbers changed from ICCTC---- to ICTTC-----

Certificate 4 in Telecommunications

(Call Centres) ICT40599

Certificate 4 in Communications

(Call Centres) Identified as ICC40198

Competency unit numbers changed from ICCTC---- to ICTTC-----

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Telecommunications Training Package : Call Centre Equivalent Competency Standards

Call Centre Competency Standards

Equivalent Competency Standards

C.S. Number C.S. Title

C.S. Number C.S. Title ITAB

ICTTC200A Use telecommunications technology in receiving and making calls in a call centre environment

BSACOM101A and BSACOM201A

• Receive and pass on messages to facilitate communication flow

• Receive and pass on oral messages to facilitate effective routine communication

Bus Serv Adm T P

ICTTC201A Use basic computer technology to process enterprise and customer data in a call centre environment

BSATEC102A, BSATEC202A and BSATEC203A

• Access and retrieve computer data • Operate a computer to gain access to and

from a range of office equipment to complete a range of tasks

• Operate a computer to produce simple documents

Bus Serv Adm T P

FNARFS04A

• Use technology in the workplace Finance

ICTTC204A Provide quality customer service

FNARFS14A • Deliver a service to a customer Finance

WRRCS1A

• Communicate in the workplace Retail

ICTTC210A Process sales of limited product/service from incoming calls

WRRS1A • Sell products and services Retail

ICTTC213A Provide support and assistance to customers on matters relating to particular product/service

WRRCS3A

• Interact with customers Retail

ICTTC219A Resolve complaints dealing with specific product / service

FNARFS15A • Resolve customer complaints Finance

WRRCS3A

• Interact with customers Retail

ICTTC220A Resolve customer complaints

FNARFS15A • Resolve customer complaints Finance

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Call Centre Competency Standards

Equivalent Competency Standards

C.S. Number C.S. Title C.S. Number C.S. Title ITAB ICTTC222A Process low risk credit applications FNACRM01A • Process credit applications

Finance

ICTTC223A Process high risk credit applications FNACRM03A and FNACRM04A

• Evaluate credit applications • Monitor and control accounts

Finance

ICTTC227A Manage personal work priorities and professional development

BSXF1301A • Manage personal work priorities and professional development

Bus Serv FMI

ICTTC228A Provide leadership to call centre staff in the achievement of business goals and objectives

BSXF1402A • Provide leadership in the workplace Bus Serv FMI

ICTTC229A Establish and manage effective relationship within the call centre team environment

BSXF1303A • Establish and manage effective workplace relationships

Bus Serv FMI

ICTTC230A Lead, participate in and facilitate the activities of a call centre work team

BSXF1404A • Participate in, lead and facilitate work teams Bus Serv FMI

ICTTC231A Manage the operations of a call centre work team to achieve planned outcomes

BSXF1405A • Manage operations to achieve planned outcomes

Bus Serv FMI

ICTTC232A Manage information and information systems in a call centre team environment

BSXF1406A • Manage workplace information Bus Serv FMI

ICTTC233A Lead a call centre team delivering quality customer service

BSXF1407A • Manage quality workplace service Bus Serv FMI

ICTTC234A Develop and maintain a safe workplace and environment

BSXF1308A • Develop and maintain a safe workplace and environment

Bus Serv FMI

ICTTC235A Implement and monitor quality and continuous improvement systems and processes

BSXF1409A • Implement and monitor continuous improvement systems and processes

Bus Serv FMI

ICTTC236A Facilitate and capitalise on change and innovation BSXF1410A • Facilitate and capitalise on change and innovation

Bus Serv FMI

ICTTC237A Contribute to the development of a learning environment culture within the call centre team environment

BSXF1411A • Contribute to the development of a workplace learning environment

Bus Serv FMI