EOS Security Operations Management Level IV

Federal Democratic Republic of Ethiopia
OCCUPATIONAL STANDARD
SECURITY OPERATIONS
MANAGEMENT
NTQF Level IV
Ministry of Education
August 2012
Ministry of Education Security Operations Management Version 1
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Copyright Ethiopian Occupational Standard August 2012
Introduction
Ethiopia has embarked on a process of reforming its TVET-System. Within the

policies and strategies of the Ethiopian Government, technology transformation – by
using international standards and international best practices as the basis, and,
adopting, adapting and verifying them in the Ethiopian context – is a pivotal element.
TVET is given an important role with regard to technology transfer. The new
paradigm in the outcome-based TVET system is the orientation at the current and
anticipated future demand of the economy and the labor market.
The Ethiopia Occupational Standards (EOS) is the core element of the Ethiopian
National TVET-Strategy and an important factor within the context of the National
TVET-Qualification Framework (NTQF). They are national Ethiopian standards,
which define the occupational requirements and expected outcome related to a
specific occupation without taking TVET delivery into account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopia Occupational Standard which comprised of Units of Competence.
A Unit of Competence describes a distinct work activity. It is documented in a

standard format that comprises:
 Occupational title and NTQF level
 Unit title
 Unit code
 Unit descriptor
 Elements and Performance criteria
 Variables and Range statement
 Evidence guide
Together all the parts of a Unit of Competence guide the assessor in determining
whether the candidate is competent.
The ensuing sections of this EOS document comprise a description of the

occupation with all the key components of a Unit of Competence:
 chart with an overview of all Units of Competence for the respective level
including the Unit Codes and the Unit Titles
 contents of each Unit of Competence (competence standard)
 occupational map providing the technical and vocational education and training
(TVET) providers with information and important requirements to consider when
designing training programs for this standards and for the individual, a career
path

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Occupational Standard: Security Operations Management
Occupational Code: PUS SOM
NTQF Level IV
PUS SOM4 01 0812 PUS SOM4 02 0812 PUS SOM4 03 0812
Manage a Safe Advise on Security Monitor and Review
Workplace in the Needs Security Operations
Security Industry

Facilitate Workplace Assess Security Threat Assess Security Risk
Briefing and Debriefing
Processes

Manage Monitoring Coordinate Field Staff Coordinate
Centers Activity from Control Implementation of
Room Customer Service
Strategies

Plan and Organize Work Establish Quality Migrate to New
Standards Technology

Develop Teams and Utilize Specialized Monitor and Manage
Individuals Workplace Small and Medium
Communications Business Operation
PUS SOM4 16 1012

Manage Continuous
Improvement System

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Occupational Standard: Security Operations Management Level IV
Unit Title Manage a Safe Workplace in the Security Industry
Unit Code PUS SOM4 01 0812
Unit Descriptor This unit of competence specifies the outcomes required to
manage the implementation of Occupational Health and Safety
(OHS) policies and procedures to ensure compliance with
legislative requirements relating to security operations. It requires
an ability to disseminate and communicate current OHS
information and facilitate consultative processes to ensure
maximum vigilance and awareness of the range of risks and
hazards common to a security work environment. It also requires
an ability to manage the ongoing review and improvement of OHS
policies and procedures.

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Elements Performance Criteria
1. Facilitate OHS 1.1 Organizational OHS policies and procedures and applicable
awareness legislative requirements are explained to individuals and teams
and to ensure compliance.
information.
1.2 OHS information is widely disseminated to facilitate awareness
and vigilance among individuals and teams.
1.3 Industry networks are accessed to ensure currency of OHS
information and changes to legislative requirements.
2. Implement 2.1 Communication skills and interpersonal techniques are used to
participative explain the importance of consultation processes in managing
arrangements workplace risks and hazards.
for OHS.
2.2 Consultative processes are implemented and monitored to
ensure participation of individuals and teams in OHS
management.
2.3 Issues raised through consultation are promptly dealt with in
accordance with organizational procedures.
2.4 Outcomes of OHS consultation and any changes to procedures
are recorded and communicated promptly to individuals and
teams.
3. Implement 3.1 OHS training needs are systematically identified to ensure
OHS training. effectiveness of OHS procedures and practices.
3.2 OHS training processes and materials are reviewed to ensure
their capacity to meet the OHS learning needs of individuals.
3.3 Workplace learning opportunities are identified and implement
to facilitate team and individual achievement of identified OHS
training needs.
3.4 OHS training records including costing are maintained in
4. Implement 4.1 Workplace hazards are continually identified and promptly
procedures for reported in accordance with OHS policies and procedures.
risk control.
4.2 Procedures to control risks are implemented using the
hierarchy of control.
4.3 Inadequacies in procedures for hazard identification and risk
control are identified and reported.
4.4 OHS policies and procedures are reviewed and updated based
on feedback from consultation and identified inadequacies in
risk control processes.

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Variable Range
OHS policies and  application of first aid
procedures may  counter terrorism
relate to:  emergency and evacuation response
 equipment maintenance and use
 hazard and risk identification and reporting
 OHS consultation and participative arrangements
 reporting accidents, incidents, injuries and near misses
 restraint and apprehension of persons
 risk assessment and control measures
 safe operating procedures and instructions for use of equipment
and technology
 security licensing requirements
 use and maintenance of Personal Protective Equipment (PPE)
 use of force
 use of restraints, firearms, handcuffs, batons and spray
 use, storage and disposal of hazardous substances or
dangerous items
Legislative  anti-discrimination and diversity
requirements may  Ethiopian standards, codes of practice and regulations
relate to:  award and enterprise agreements
 duty of care
 evidence collection
 licensing arrangements and certification requirements
 OHS issue resolution
 relevant OHS legislation, codes of practice and regulations
 roles and responsibilities of OHS representatives and
committees
 trade practices
 use of force
OHS information  application of organizational OHS policies and procedures
may relate to:  compliance with applicable legislation, standards and
regulations related to OHS
 current security industry risks and alerts
 identified hazards
 outcomes of risk assessment and control processes
 procedures for evacuation, application of first aid and
emergency response
 processes for raising OHS issues
 up-to-date OHS issues and industry safety trends
Communication  active listening
skills may include:  comprehension
 negotiation
 note-taking
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 positive body language
 questioning
 reading accurately
 speaking clearly
 summarizing
 writing
Interpersonal  active listening
techniques may  being respectful and non-discriminatory to others
include:  control of tone of voice and body language
 demonstrating flexibility and willingness to negotiate
 interpreting non-verbal and verbal messages
 maintaining professionalism
 providing and receiving constructive feedback
 questioning to clarify and confirm understanding
 two-way communication
 use of communication appropriate to cultural differences
 use of positive, confident and cooperative language
Risk relates to:  the chance of something happening that will have an impact on
objectives
Security risks may  biological hazards
relate to:  chemical spills
 client contact
 electrical faults
 explosives
 financial viability
 injury to personnel
 noise, light, heat, smoke
 persons carrying weapons
 persons causing a public nuisance
 persons demonstrating suspicious behavior
 persons suffering from emotional or physical distress
 persons under the influence of intoxicating substances
 persons with criminal intent
 persons, vehicles and equipment in unsuitable locations
 property or people
 security systems
 suspicious packages or substances
 systems or process failures
 terrorism
 violence or physical threats
Managing risks  application of the hierarchy of control
may involve:  complying with safe operating procedures for equipment
 correct selection, use, storage and maintenance procedures for
PPE
 evacuation

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 maintaining vigilance, awareness and observation in the work
environment
 OHS communication and reporting
 requests for back-up support or instructions
 safe lifting and manual handling
 security of documents, cash, equipment and persons
 use of fire safety equipment
 use of reasonable force
Hazard relates to:  anything (including an intrinsic property of a thing) or situation
with the potential to cause injury or harm
Hazards may be  consultation
identified through:  continuous monitoring of work environment
 debrief and review of security incidents
 regular formal and informal discussions with colleagues
 regular inspections of equipment and work area
 review of OHS records
OHS records may  first aid and medical post records
relate to:  hazardous substances registers
 health surveillance and monitoring of work environment
 identified hazards and risks
 industry warnings and security alerts
 maintenance and testing reports
 manufacturer and supplier information, including materials
safety data sheets and dangerous goods storage lists
 OHS audits and inspections
 OHS instruction and training
 OHS issues which have been raised and reported
 reports of accidents and injury
 workers compensation and rehabilitation records
Training needs  additional work experience or exchange opportunities
may relate to:  application of the hierarch of controls
 attendance at OHS seminars or conferences
 emergency evacuation training
 OHS induction training
 participating in formal or informal learning programs
 undertaking personal study
 use of restraints, batons, handcuffs, spray and firearms
 workplace coaching, mentoring or supervision
Learning  career planning or development
opportunities may  conducting a workplace skills assessment
include:  participation in formal or informal learning programs
 undertaking a performance appraisal
 undertaking personal study
 work experience or exchange opportunities
 workplace coaching, mentoring or supervision

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Evidence Guide
Critical aspects Demonstrate skills and knowledge in:
of Competence  complying with applicable OHS policies and procedures and
legislation, and implementing consultative arrangements to
ensure individual and team OHS awareness and compliance
 implementing OHS policies and procedures and using review,
feedback and consultation processes as the basis for their
update
 implementing OHS training for individuals based on an
evaluation of individual learning needs and identified training
programs and resources
 reviewing, updating and maintaining OHS records and
information to meet legal compliance requirements
Underpinning Demonstrate knowledge of:
Knowledge and  general principles and practices relating to OHS management
Attitudes  guidelines relating to the use of restraints, batons, handcuffs,
spray and firearms
 guidelines relating to use of force
 legal responsibilities of employers, supervisors and employees
relating to OHS and duty of care
 licensing requirements in the security industry
 OHS hierarchy of control and procedures for its application
 organizational procedures for emergency, evacuation and first
aid response
 principles and application of risk management and controls
 range of potential security workplace hazards, risks and
emergency situations
 relevant legislation from all levels of government that affects
security operations and licensing, especially in regard to OHS,
equal opportunity, industrial relations and anti-discrimination
 rights and responsibilities of employers and employees with
regard to OHS and consultative arrangements
Underpinning Demonstrates skills to:
Skills  application of the hierarchy of controls
 assess identified hazards and risks
 coaching and mentoring to provide support to colleagues
 communicate with people from a range of social, cultural and
ethnic backgrounds and physical and mental abilities
 communication skills to convey and discuss OHS issues and
information
 data analysis
 evaluate documents, behaviors and OHS information
 information technology to use computers and business
equipment
 literacy skills for comprehending documentation and interpreting
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OHS requirements
 monitoring and observation
 negotiation
 numeracy to calculate resources required to implement OHS
policies and procedures and risk controls
 problem solving
 read and understand common OHS signs and symbols
 risk assessment
Resources  access to a suitable venue and equipment
Implication  access to relevant statutes and procedures
 assessment instruments including personal planner and
assessment record book
 work schedules, organizational policies and duty statements
Assessment Competence may be assessed through:
Methods  Interview / Written Test / Oral Questioning
 Observation / Demonstration
Context of Competence may be assessed in the work place or in a simulated
Assessment work place setting

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Unit Title Advise on Security Needs
Unit Code BUF SOM4 02 0812
determine a client's security requirements and security risk. It
requires the ability to provide accurate security services
recommendations and alternative options, analyze security risk,
present advice in a suitable format, and monitor and evaluate
client feedback.

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1. Determine client
1.1 Applicable legislative, organizational requirements and
needs. relevant standards are identified and complied for
providing security advice.
1.2Consultative processes are conducted to determine and
verify the immediate, short and long term security needs and
expectations of the client.
1.3Appropriate communication and interpersonal techniques
are used which reflect sensitivity to individual social and
cultural differences.
1.4Security risk assessment is undertaken in accordance with
organizational procedures.
1.5Existing or potential security issues are identified,
anticipated and assessed to determine impact on client
requirements.
1.6Specialist resources and sources of information are
accessed and assessed as required.
1.7Limitations in determining client needs are recognized and
specialist advice is sought as required.
2. Provide advice.
2.1Business equipment is used to prepare and present advice
in required format and style.
2.2Advice contains comprehensive information about available
security products and services to meet identified security
needs.
2.3Recommendations and alternative options are prioritized
and supported by verifiable evidence.
2.4Advice is presented for review in accordance with
2.5Feedback on suitability and sufficiency of advice is obtained
and reviewed for improved future processes.
2.6Information is securely maintained with due regard to client
confidentiality.
3. Evaluate
3.1Client service delivery is reviewed and evaluated to ensure
effectiveness of client needs are satisfied.
advice.
3.2Client satisfaction with service delivery is reviewed using
verifiable data in accordance with organizational procedures.
3.3Changes necessary to maintain client service standards are
identified and recommendations to modify advice are
presented to relevant persons.
3.4Industry trends are monitored and options for upgrading
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client services are presented to relevant persons.
3.5Relevant documentation is completed and processed in
Variable Range
Legislative  apprehension and powers of arrest
requirements may  Ethiopian Standards and quality assurance requirements
relate to:  crowd control and control of persons under the influence of
intoxicating substances
 force continuum, use of force guidelines
 general 'duty of care' responsibilities
 inspection of people and property, and search and seizure
of goods
 licensing or certification requirements
 privacy and confidentiality
 relevant legislation, codes and national standards for:
 anti-discrimination
 cultural and ethnic diversity
 environmental issues
 equal employment opportunity
 industrial relations
 Occupational Health and Safety (OHS)
 relevant industry codes of practice
 trespass and the removal of persons
 use of restraints and weapons:
 batons
 firearms
 handcuffs
 spray
Organizational  access and equity policies, principles and practices
requirements may  business and performance plans
relate to:  client service standards
 code of conduct, code of ethics
 communication and reporting procedures
 complaint and dispute resolution procedures
 emergency and evacuation procedures
 employer and employee rights and responsibilities
 OHS policies, procedures and programs
 own role, responsibility and authority
 personal and professional development
 privacy and confidentiality of information
 quality assurance and continuous improvement processes
and standards
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 resource parameters and procedures
 roles, functions and responsibilities of security personnel
 storage and disposal of information
Relevant standards: may relate to:
 Guide to the selection and application of intruder alarm
systems for domestic and business premises
 Security Risk Management
 Information security risk management guidelines.
Client may be:  agent
 building supervisor
 government and legal instruments or agencies
 manager
 owner
 project manager
 property agent
techniques may  being non-judgmental
involve:  being respectful and non-discriminatory
 constructive feedback
 control of tone of voice and body language
 culturally aware and sensitive use of language and concepts
 effective verbal and non-verbal communication
 providing sufficient time for questions and responses
 reflection and summarizing
 two-way interaction
Social and cultural  age
differences may  dress and personal presentation
relate to:  food
 language
 religion
 social conventions
 traditional practices
 values and beliefs
Risk relates to:  the chance of something happening that will have an impact
on objectives
Security risks may  assault or harm
relate to:  break-in
 burglary
 deliberate or accidental damage
 pilferage
 sabotage
 theft

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 threats of loss, harm or damage to persons or property
 trespass
 unauthorized access
 vandalism
Client requirements  assets and areas to be protected
may include:  available security system options
 budgetary parameters
 conformance with insurance, government or other
requirements
 property or assets
 protection of persons
 systems or function requirements
Business equipment  calculators
and technology may  facsimile machines
include:  internet
 standard commercial computer software and hardware
 telephones
Relevant persons  client
may include:  colleagues
 management
 manufacturers
 other professional or technical staff
 security consultants
Evidence Guide
Critical Aspects of Demonstrates skills and knowledge in:
Competence  accurately and concisely completing all necessary
documentation summarizing security requirements and
assessed security risk
 accurately assessing client security requirements and
determining appropriate security options to meet client needs
and expectations
 monitoring client services, evaluating feedback and modifying
services as required
 providing and presenting in a suitable format appropriate
security recommendations and alternative options to benefit
client and organization
using appropriate security assessment methods to determine
client and risk assessment requirements

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Knowledge and  applicable legislation relevant to implementing security
services
Attitudes
 basic problem solving strategies
 basic requirements for installation of security systems
 building construction methods and types
 duty of care
 guidelines for use of force and restraints
 interpretation of security systems, including how and where
security manpower can be effectively utilized
 operational principles of information technology for security
systems and equipment
 organizational and client confidentiality requirements
 Risk management and related guidelines
 principles of effective communication
 relevant industry standards and codes of conduct
 reporting procedures and documentation requirements and
processes
 security risk assessment methods
 types and functions of a range of security equipment and
systems
Underpinning Skills Demonstrate skills to:
 apply active listening
 apply safe and efficient work practices
 assess security requirements
 communicate in a clear and concise manner
 comply with relevant legislative and regulatory requirements
 enter data using basic keyboarding skills
 identify potential security threats to people, property and
premises
 negotiation
 organize work tasks in a methodical manner
 prepare and present reports
 present a professional image to members of the public and
colleagues
 prioritize tasks and complete work within designated
timeframes
 read and interpret plans, designs and specifications
 risk assessment
 seek feedback and take appropriate action
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and HRM practices.

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Methods of Competency may be assessed through:
Assessment  Interview / Written Test / Oral Questioning
Context of Competency may be assessed in the work place or in a
Assessment simulated work place setting.

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Unit Title Monitor and Review Security Operations
supervise field staff during the conduct of security operations. It
requires the ability to source and apply security information,
organize equipment and resources, address operational problems,
and evaluate operational effectiveness.

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1 Prepare for 1.1Applicable provisions of legislative and organizational
security requirements and relevant standards for the implementation
operations. of security operations are identified and complied with.
1.2Assignment instructions and relevant information are
obtained and reviewed.
1.3Security systems and technology required to monitor security
operations are confirmed and checked for operational
effectiveness.
1.4Equipment and resource requirements are determined and
organized in accordance with organizational procedures.
1.5Communication channels and processes are confirmed with
relevant persons.
1.6Occupational Health and Safety (OHS) issues are identified
and appropriate risk control measures implemented in
accordance with organizational requirements.
2 Monitor 2.1Security operations are systematically monitored in
security accordance with organizational procedures.
operations.
2.2Security systems and technology are used in accordance with
manufacturer's instructions.
2.3Factors affecting the achievement of security operations are
identified and recommendations for variation to operational
plan are confirmed with relevant persons.
2.4Requests for assistance are received, confirmed and
2.5Specialist advice is sought as required in accordance with
2.6Operational information is recorded and reported in
3 Review 3.1A process of continual assessment is applied to review and
security evaluate effectiveness of security operations.
operations.
3.2Briefings and debriefings are planned, scheduled and
conducted in accordance with organizational procedures.
3.3Incident observations are provided accurately and
constructively and opportunities for improvement are
identified to inform future practice.
3.4Review findings and recommendations are prepared and
presented to relevant persons in accordance with

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3.5Presented information uses clear and concise language and
meets organizational standards of style, format and accuracy.
3.6Relevant documentation is completed and securely
maintained in accordance with organizational procedures.
Variable Range

requirements may  Ethiopian standards and quality assurance requirements
relate to:  counter-terrorism
 crowd control and control of persons under the influence of
 inspection of people and property, and search and seizure of
goods
 OHS
 batons
 firearms
 handcuffs
 spray
 quality assurance and continuous improvement processes and

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standards
Relevant  must include Risk management
standards:  may relate to:
 Guide to the selection and application of intruder alarm
 Security Risk Management
 Information security risk management guidelines.
Assignment  assignment purpose and objective
instructions may  assignment tasks and procedures
include:  assignment timeframe
 client information
 incident and security risk response procedures
 personal presentation
 reporting and documentation requirements
 resource and equipment requirements
Relevant  client competition
information may  core business functions
include:  key stakeholders
 nature of client business and type of industry
 scale of operations
 size of company and number of employees
Security systems  access control systems
may include:  acoustic sensors
 automatic entrance and exit devices
 biometric devices
 electronic field detection systems
 infra-red sensors
 intelligent building systems
 intruder alarm systems
 motion sensors
 movement detectors
Equipment and  communication equipment:
resources may  pager
include:  portable and mounted two-way radio
 telephone and mobile phone
 defensive equipment:
 batons, firearm, and the relevant licenses and permits
 maps
 pen and security notebook
 personal protection equipment
 security equipment:
 alarms and signals

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 electronic screening equipment
 motion sensors
 personal duress alarms
 static alarms
 video cameras and monitors
 security personnel and specialist services
 transport
Communication  direct line supervision paths
channels and  established communication protocols
processes may  formal communication pathways
include:  lateral supervision paths
 organizational communication networks
 verbal and non-verbal communication procedures eg pro-words,
phonetic alphabet, call signs, coded messages, use of
abbreviations, hand signals
Relevant persons  clients
 emergency services personnel and agencies
 human resource personnel
 management
 legal representatives
objectives
 client contact
 explosives
 terrorism
Monitoring may be  using an audio recording device

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conducted:  by camera (e.g. optical recording device)
 electronically and digitally
 visually (e.g. observation)
Factors may  access to resources and materials
include:  budget constraints
 competing work demands
 environmental factors (e.g. time, weather)
 technology or equipment breakdowns
 unforeseen incidents
 workplace environment hazards and risks
Assistance may  back-up support
include:  explaining and clarifying
 problem-solving
 providing encouragement
 providing feedback
 undertaking extra tasks
Opportunities for  gaps in operational coverage as determined in internal auditing
improvement may or assessment processes
relate to:  on-the-job instruction
 operational effectiveness assessment
 organizational assessment and evaluations provision of learning
opportunities
 relevant organizational changes such as need to alter policies or
procedures
 structured feedback
Documentation  activity reports
may include:  field notes
 incident reports
 radio and telephone communication records
 request for assistance forms
 security logs
 shift reference files
 vehicle and personnel movements

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Evidence Guide
Competence  accurately completing, preparing and presenting
documentation related to security operations in a suitable
style and format to relevant personnel for review
 accurately interpreting, communicating and implementing
assignment instructions
 identifying problems or issues with operational efficiency and
implementing suitable contingency measures
 maintaining communication with field staff using established
communication channels and equipment
 monitoring work of security personnel to ensure the efficiency
and effectiveness of security operations is maintained
reviewing and evaluating effectiveness of security operations
through a process of continual assessment, feedback and
review

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Knowledge and  applicable provisions of legislation relevant to security
Attitudes operations including OHS and licensing and certification
 briefing and debriefing techniques
 communication protocols and terminology
 operational principles and functions of security technology and
equipment
 management and related guidelines
 principles of effective communication and interpersonal
techniques
 problem-solving strategies
 reporting, documentation requirements and processes
 security issues and incident management techniques
 teamwork principles and strategies
 time management principles
 display team leadership
 estimate and calculate resource and equipment requirements
 facilitate review and debrief processes
 interpret and comply with relevant legislative, regulatory and
licensing requirements
 interpret security codes and alarm signals and implement
responses maintain communication with field staff
 maintain effective client and colleague relationships
 monitor and manage OHS in the workplace environment
 prioritize work tasks and maintain schedules
 supervise field staff and security operations
Context of Competency may be assessed in the work place or in a simulated

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Unit Title Facilitate Workplace Briefing and Debriefing Processes
Unit Descriptor This unit of competence specifies the outcomes required to lead
and manage a briefing or debriefing. It requires the ability to
source and integrate information into a suitable format, use
effective interpersonal skills to encourage positive contributions,
follow up and action findings and prepare documentation.

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1 Plan and prepare 1.1Applicable provisions of legislative and organizational
for briefing or requirements relevant to briefing and debriefing
debriefing. procedures and processes are identified and complied with.
1.2Briefing or debriefing is planned and prepared in
1.3Content and format is determined appropriate to the briefing
or debriefing.
1.4Location of briefing or debriefing is determined and
confirmed in accordance with organizational procedures.
1.5Relevant persons are notified of briefing or debriefing in
2 Conduct briefing 2.1Purpose and structure of the briefing or debriefing is outlined
or debriefing. and discussed.
2.2Effective interpersonal techniques are used to elicit and
encourage contribution and discussion.
2.3Briefings or debriefings are conducted in a systematic
manner.
2.4Briefings or debriefings are revised and modified as required
to meet individual requirements.
2.5Feedback techniques are used to ensure the needs of
relevant persons are identified.
2.6Limitations in conducting briefings or debriefings are
identified and assistance is sought as required in accordance
with organizational procedures.
3 Conclude 3.1Briefing or debriefing findings are summarized and presented
briefing or to relevant persons for review and subsequent action in
debriefing. accordance with organizational procedures.
3.3Areas of concern related to the well-being of relevant persons
are identified and appropriate action implemented in
3.4Follow up meetings with relevant persons are scheduled as
required to review findings from briefing or debriefing.
3.5Review of briefing or debriefing processes identifies areas for
improvement and recommendations for future practice.
3.6Documentation is completed and securely maintained with
due regard to confidentiality requirements in accordance with

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Variable Range
goods
and standards

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Briefings may be  at regular intervals
planned:  prior to implementation of changes within the organization or
operational activities
 prior to undertaking operational activities
 prior to undertaking training
 prior to undertaking workplace projects and other work-
related activities
 when significant changes are anticipated at an incident
Debriefings may be  after a meeting or event
planned:  after changes to the organization or operational activities
 at a convenient time after the incident
 at regular intervals
 at shift change-overs
 immediately after an incident
 when incident personnel have been relieved
 when personnel return to their home base
Planning and  adequacy of initial briefing
preparation may  analysis of performance against aims and objectives
relate to:  analysis of planning
 analysis of reports and other documentation
 assessment of response strategies
 brief and debrief checklist
 communications
 control and command
 fatalities, injuries, loss, damage
 incident background
 incident response
 location and timing
 methodology
 notification of participating personnel
 purpose and subject matter
 resources committed to the incident
 strategies to improve response
Content and format  collaborative
may be:  descriptive or illustrative
 facilitator-led
 level of language used
 problem based
Location may be  according to the timing of the brief and debrief which may be
determined: before, during or following an activity under non-operational
or operational conditions
 encourages comfort, confidentiality and confidence
 must be accessible, non-threatening
Relevant persons  human resource personnel

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may include:  industry and government agencies
 security personnel
 steering committees
 supervisor
 training personnel
techniques may  being non-judgmental
involve:  being respectful and non-discriminatory
 constructive feedback
 control of tone of voice and body language
 culturally aware and sensitive use of language and concepts
 effective verbal and non-verbal communication
 providing sufficient time for questions and responses
 reflection and summarizing
 two-way interaction
Feedback  comments from supervisors, personnel or clients
techniques may  formal and informal performance appraisals
include:  personal, reflective behavior strategies
 workplace assessment
Subsequent action  changes to work schedules
may include:  disciplinary action
 recommendation of professional development activities
 reporting to other organizations or authorized personnel
 review of organizational policies
 review of procedures

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Evidence Guide
Critical Aspects Demonstrates skills and knowledge in:
of Competence  evaluating and reflecting upon the effectiveness of the briefing
and debriefing sessions and completing appropriate reports
and documentation
 providing a safe environment to conduct the briefing and
debriefing, and responding promptly to any identified risk or
threat to personal safety of self and others
 selecting and using suitable interpersonal methods and
strategies to facilitate effective discussion, and eliciting and
encouraging team and individual contributions in a constructive
and positive way
 structuring workplace briefing and debriefing
Underpinning Demonstrates knowledge of:
Knowledge and  applicable legislative and other legal provisions
Attitudes  briefing and debriefing techniques
 documentation, reporting and reviewing and debriefing
processes
 observation and monitoring techniques
 principles of effective communication including interpersonal
techniques
 problem-solving methods and techniques
 teamwork principles and strategies
 time management principles
 training methods and strategies
 types of potential security risks
Underpinning Demonstrate skills to:
Skills  accurately document briefing and debriefing outcomes and
maintain records
 calculate and estimate support requirements
 communicate clearly in a group setting
 demonstrate ethical and professional behavior
 evaluate and review briefings and debriefings
 facilitate group discussions and apply effective questioning
techniques
 identify and comply with applicable legal and procedural
requirements
 interpret and follow instructions and procedures
 manage group processes and monitor group dynamics
 observe and accurately record and report information
 operate business equipment and technology

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 participate in review and debrief procedures
 plan own work priorities
 prepare a briefing and debriefing plan
 provide feedback and encourage contributions from group
members
 record, report and process information
 relate to people from a range of social, cultural and ethnic
backgrounds and of varying physical and mental abilities
 use active listening
Implication including work areas, materials and equipment, and to information
on workplace practices and HRM practices.
Methods of Competence may be assessed through:
Assessment  Interview / Written Test
Context of Competence may be assessed in the workplace or in a simulated
Assessment workplace setting

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Unit Title Assess Security Threat
Unit Descriptor This unit of competence specifies the outcomes required to assess
current, future and potential threats to identified assets or activities.
It requires the ability to undertake an assessment of client
operations, identify and analyze potential or existing threats,
undertake a consequence analysis and present assessment
findings.

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1 Undertake 1.1Applicable provisions of legislative and organizational
background requirements, and relevant standards for threat assessment
assessment. activities are identified and complied with.
1.2Client operations, goals and objectives are discussed and
confirmed in consultation with relevant persons.
1.3Relevant information is gathered from reliable sources and
verified for accuracy.
1.4A review is conducted of organizational assets and existing
security arrangements to determine the range of potential or
actual undesirable outcomes by following criteria in relevant
standards.
1.5Additional information is sourced as required from reliable and
verifiable information sources.
2 Identify and 2.1Context for identifying threats is based on an accurate
analyze understanding of the threats to operational environments and
potential or core business operations of the client.
existing
threats. 2.2Potential causes and sources of potential or existing threats
are identified based on an evaluation of gathered information
and data.
2.3Information gaps are identified and additional information is
collected from appropriate sources to ensure all potentially
relevant information is included in the process.
2.4Assessment criteria for measuring level of potential or actual
threat is developed in accordance with client terms of reference,
relevant standards and organizational procedures.
2.5Likelihood and realization of threat is assessed against
identified client information and data and organized in a format
suitable for analysis and interpretation.
2.6Threats to operational environments are systematically
monitored to assess performance systems and processes with
specific consideration given to changing roles, locations, and
stability of operating environment.
3 Undertake 3.1Assessment criteria is agreed with relevant persons and used
consequence as a basis for measuring consequence analysis.
analysis.
3.2Assets and activities are assessed for criticality to client
operations against consideration of all factors which impact on
the operating environment including threat impact using
agreed assessment criteria.
3.3Reliability, availability and capacity of operational back-up

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systems for assets and activities are assessed in terms of the
impact to normal operations.
3.4Potential consequences of threats are confirmed through
consultation with relevant persons and analysis of all relevant
information.
3.5Client contingency requirements are identified and arranged
based on an assessment of all factors.
4 Review and 4.1A report outlining assessment findings is prepared in the
present required format, style and structure and presented to the client
findings. within specified time, budget and quality constraints.
4.2Information is valid and relevant and analysis and
recommendations are clear, justified and consistent with client
terms of reference and organizational requirements.
4.3Feedback on client satisfaction with service delivery is sought
and all queries are responded to promptly, courteously.
4.4Client satisfaction with service delivery is collected and
reviewed using verifiable data.
4.5All information and material is securely retained and stored with
due regard to client confidentiality requirements.
Variable Range
goods
 OHS

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 batons
 firearms
 handcuffs
 spray
standards
Clients may  employer and employee groups
include:  individuals
 political parties
 public and private entities
 trade or professional associations
Relevant persons  manufacturers
may include:  other professional, specialist or technical staff
 supervisors
Relevant  client activities and functions
information may  client business and operational plans
include:  client current and proposed operating environment, assets and
systems
 existing client security management strategies
 history of incidents
 potential risks and threats experienced by similar organizations
 terms of reference

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Sources of  annual reports
information may  competitors
include:  current and past employees of the company, like organization or
like industry
 field experts (for example qualified technicians)
 government agencies
 internet
 media (journals, TV, radio, magazines)
 newspaper articles
 organizational records
 police
 research papers
 security contractors or consultants
 security industry associations
 service providers
 similar organizations and industries (domestic and international)
Assets may  business plans
include:  equipment
 facilities
 goodwill
 information, information systems and sources
 intellectual property
 output
 people
 reputation
 systems
 work processes and practices
Threats may:  affect the security of an asset
 be an agent or event that could put an asset at risk (theft,
vandalism, fire, flood, power loss, unauthorized access, viruses,
corruption of data)
 be deliberate, natural, accidental, perceived
 cause loss of goodwill, reputation or credibility
 cause loss, disclosure, destruction or compromise of asset
 cause risk of litigation
The operating  competitors
environment of an  core business functions
organization may  environmental issues
relate to:  financial markets
 key stakeholders
 market share
 nature of operations
 neighbors
 scale of operations

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 situational issues
 size of company
 stability of company, organization, industry and market
 type of industry
 workforce
Causes and  a group of people
sources of threats  a nation, country or state
may include:  an individual
 an organization
 natural events or the environment
Assessment  organizational or client requirements
criteria may be  qualitative factors
based on:  quantitative factors
 semi-quantitative factors
 Risk Management (or its equivalent).
Consequences  consideration of effect on client's ability to continue core
may include: functions
 disruption to operations
 impact on neighbors and subsequent litigation
 loss of asset (e.g. property, lives, reputation, goodwill)
 loss of privacy
 loss of service or business
 loss of trust
 loss or reduction of productivity
Factors may  changes to the operational environment such as neighbors,
include: financial markets and market share
 those with regard to repair or replacement of assets and
activities such as time, cost, training and availability
Threat impact  factors related to the repair or replacement of assets and
evaluation may activities
relate to:  level of seriousness
 risk of litigation
Contingency  cessation of operations
arrangements may  continuity of operations
relate to:  partial closure
 transfer of operations
Reports may  graphical representations of data
include:  recommendations
 summary of assessment outcomes
 tables and information from approved data collection tools

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Evidence Guide
Critical aspects of Demonstrates skills and knowledge in:
Competence  accurately reviewing and preparing assessment findings in a
format suitable for presentation
 analyzing consequences of potential or existing threats, and
measuring and determining their criticality to client operations
 identifying appropriate contingency requirements on the basis of
an accurate assessment of all factors
 identifying causes and sources of potential or existing threats,
and assessing the level, likelihood and impact of such threats
on the basis of valid and verifiable information using agreed
assessment criteria, techniques and processes
 obtaining information from a range of sources and consultative
processes to ensure an accurate understanding of the threats to
operational environment and core business operations of the
client
Knowledge and  client and organizational confidentiality policies
Attitudes  concept of litigation
 distinction between information and intelligence
 organizational goals and objectives, activities and systems
 relevant industry codes of practice and standards
 relevant legislation and regulations including Occupational
Health and Safety (OHS)
 security risk management
 threat assessment techniques and processes
Underpinning Demonstrates skills to:
Skills  access stored information
 accurately identify existing or potential threats
 apply reasoning and logical analysis to make decisions and
solve problems
 communicate in a clear and concise manner both orally and in
writing
 obtain information using appropriate communication skills
including interviewing, questioning and customer relations
 prepare and present verbal and written reports
 prioritize tasks and organize schedules
 relate to persons of different social and cultural backgrounds
and of varying physical and mental abilities
 research and analyze information
 use basic statistics

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 use information technology
Resources Resource implications for assessment include:

Implication  access to version of relevant statutes and procedures
 access to a registered provider of assessment services
 access to a suitable venue and equipment
Methods  Interview / Written Test / Oral Questioning of underpinning
knowledge and skills
 Observation of processes and procedure
Context of Competence may be assessed in the work place or in a simulated

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Unit Title Assess Security Risks
determine effective security policies and controls. It requires the
ability to identify key systems and assets, and the likelihood of
threat against each asset. It also requires an ability to calculate
the current risk for each asset.

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1. Identify risks.
1.1Applicable provisions of legislative and organizational
requirements and relevant standards for assessment
activities are identified and complied with.
1.2Client operations, goals and objectives are discussed and
confirmed in consultation with the client.
1.3Context for identifying risk is based on an understanding of the
operating environment and core business operations of the
client.
1.4Information is collected and assessed for currency, accuracy
and relevance.
1.5Terms of reference are identified in consultation with relevant
persons and other sources of information and are updated,
modified and maintained.
1.6A structured plan for identifying and assessing risks is
developed based on the terms of reference, the type and scale
of the assessment task and the timeframe given for the
assessment task.
1.7Threat, consequence and vulnerability for each asset is
compared in accordance with terms of reference.
2. Analyze risks.
2.1Assessment criteria for measuring level of potential or
existing risk together with an assessment of consequences are
developed in accordance with terms of reference.
2.2Gaps in the predetermined methodology are identified and
reported to relevant persons, and where appropriate, options to
meet these gaps are proposed.
2.3Impacts of possible change in organizational business are
allowed for during conduct of risk assessment.
2.4Relevant information and data is assessed for validity and
reliability and organized in a format suitable for review.
2.5Risk potential is determined by assessment of valid and
relevant data.
3. Review and
3.1Analysis and options to overcome identified obstacles are
present findings. supported by gathered and verifiable information.
3.2Presented information uses clear and concise language, is free
of inconsistencies and meets organizational standards of style,
format and accuracy.
3.3Feedback is sought and all additional information and queries
are responded to promptly, courteously and accurately.

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3.4Countermeasures are broadly identified for future
management decision-making purposes.
3.5Relevant documentation is completed and securely maintained
with due regard to client confidentiality.
Variable Range
goods
 batons
 firearms
 handcuffs
 spray

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standards
Clients may  employer or employee groups
include:  individuals
 public and private entities
 trade or professional associations
objectives
 client contact
 explosives
 terrorism
Information may  analysis of stakeholder concerns and objectives
include:  contacts within and external to the organization
 documentation regarding employment, contracts
 group workshops and brainstorming
 historical data
 key personnel

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 operating environment of organization (neighbors, situational
issues, financial markets, competitors, stability, size, workforce,
core business activities, functions, stakeholders)
 organizational structure and lines of responsibility
 questionnaires
 reports and relevant documentation
 structured interviews
 surveys
Terms of reference  client expectations
may include:  cost
 limitations and exclusions (who and what they can access and
what they cannot access)
 lines of authority
 operational environment
 roles and responsibilities
 scale of the task or assessment (whether a full-scale operation,
or limited to a particular section or operation of the company)
 security and other clearances
 timeframe
may include:  manufacturers
 other professional, specialist or technical staff
 supervisors
Sources of  colleagues
information may  documentation and reports
include:  group workshops and brainstorming
 incident reporting systems (software or paper-based)
 interviews
 media (newspaper, radio, television, industry magazines)
 questionnaires
 statistical data and evaluative studies
 structured interviews
 surveys (organizational or industry based) and questionnaires
A structured plan  checklists
can be constructed  interview question sheets
by using:  spreadsheets, word-processing and other software
 structured planning software
 structured questionnaires
 structured tables
Assets may  business plans
include:  equipment
 facilities

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 goodwill
 information, information systems and sources
 intellectual property
 output
 people
 reputation
 systems
 work processes and practices
Assessment criteria  Risk management (or its equivalent)
may be based on:  qualitative factors
 quantitative factors
 semi-quantitative factors
Relevant  client activities and functions
information and  client business and operational plans
data may include:  client current and proposed operating environment, assets and
systems
 existing client security management strategies
 history of incidents
 potential risks or threats experienced by similar organizations
or organizations in similar situations
Countermeasures  acceptance of residual risk
may relate to:  addition of security measures
 minimization of harm through response mechanisms
 reduction of security measures
 risk avoidance through change of service and system
specifications
 transfer of risk to other entity (such as insurance company,
outsourcing an operational activity)
Evidence Guide
Competence  establishing terms of reference and assessment criteria, and
determining a thorough action plan and structure for the
assessment
 accurately reviewing and preparing risk assessment findings
in a format suitable for presentation
 assessing threat, consequence and vulnerability of each asset
against agreed terms of reference and assessment criteria,
and determining risk potential through analysis of valid and
relevant data
 obtaining information from a range of sources and
consultative processes to ensure an accurate understanding
of the operating environment and core business operations of
the client

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Knowledge and  basic concepts relating to litigation
Attitudes  client and organizational confidentiality policies
 distinction between information and intelligence
 organizational goals and objectives
 relevant legislation and regulations including OHS
 risk assessment techniques and processes
 types of potential security risks
Underpinning Skills Demonstrates skills to:
 access stored information
 accurately identify existing or potential risks
 application of the hierarchy of controls
 apply reasoning and logical analysis to make decisions and
solve problems
 communicate in a clear and concise manner
 negotiation
 prepare and present verbal and written reports
 priorities tasks and organize schedules
 relate to persons of different social and cultural backgrounds
and varying physical and mental abilities
 research and analyze information
 risk assessment
 use information technology
 use interviewing and questioning techniques to obtain
information
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting.

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Unit Title Manage Monitoring Centers
organize and control a security monitoring centre. It requires the
ability to manage staffing and resources, implement and review
operations, and promote continuous improvement strategies.

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1 Plan operational 1.1Applicable provisions of legislative and organizational
priorities. requirements relevant to managing monitor centers are
identified and complied with.
1.2Operational plans and other relevant information are
accessed and reviewed.
1.3Preventative and breakdown maintenance arrangements
for security systems and technology are determined and
confirmed.
1.4Procedures for the allocation and replacement of security
systems are determined and confirmed.
1.5Designated operational roles and responsibilities are
determined and confirmed with relevant persons.
1.6Communication channels and processes are determined
and confirmed with relevant persons.
1.7Operational budgets and delegations are confirmed and
maintained within agreed limits and allocations.
1.8Occupational Health and Safety (OHS) issues are identified
and appropriate risk control measures implemented in
accordance with organizational requirements.
2 Monitor 2.1Performance of security systems and technology is monitored
operations. for operational efficiency and effectiveness.
2.2Security operations are systematically monitored and
reviewed against operational plans.
2.3Implementation of security operations are confirmed within
scope and competence of designated roles and
responsibilities.
2.4Operational plans are modified as required to maintain
security requirements and communicated to relevant persons.
2.5Assistance requirements for relevant persons are identified
and actioned in accordance with organizational procedures.
2.6Security operations are conducted in accordance with relevant
OHS, legislative and organizational requirements.
3 Review 3.1A process of continual assessment is applied to review and
operations. evaluate effectiveness of security operations.
3.2Operational outcomes and performance reports are reviewed
and evaluated to identify opportunities for improvement.
3.3Review findings and recommendations to inform future
practice are prepared and presented to relevant persons in

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3.5Relevant documentation is completed and securely
Variable Range
Legislative  Ethiopian standards and quality assurance requirements
requirements may  crowd control and control of persons under the influence of
relate to: intoxicating substances
 OHS
 telecommunications
Organizational may relate to:
requirements  access and equity policies, principles and practices
 business and performance plans
 client service standards
and standards
Relevant may include:
information  alarm response procedures

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 alarm service information
 applicable legislation and codes of practice
 communication and reporting channels
 manufacturers specifications
 operational plans
 operations manuals
 personnel schedules
Preventative and may include:
breakdown  alternative and backup systems and procedures
maintenance  emergency response plans
arrangements  preventative maintenance plans
 programmed maintenance
Security systems may relate to:
 access control systems
 electronic, audio, visual, digital surveillance and recording
systems
 fire detection systems
 intruder detection and alarm systems
 process control or building management systems
Relevant persons may include:
 clients
 colleagues
 emergency services personnel
 field staff
 management
 technical personnel
 verbal and non-verbal communication procedures eg pro-
words, call signs, coded messages, use of abbreviations,
hand signals
on objectives
Documentation  activity logs
may include:  radio and telephone records
 records of conversation
 running sheets
 security logs
 security systems faults and diagnosis
 situation reports

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 testing and inspection results
 written and computer-based reports
Evidence Guide
Competence  effectively managing staff, systems and equipment resources
to achieve operational plans for a monitoring centre within
legislative parameters
 communicating with staff and colleagues to ensure the
ongoing effectiveness of information receipt, interpretation
and transmission
 identifying communication and resourcing problems and
implementing learning opportunities for staff and continuous
improvement strategies for monitoring operations
 accurately preparing and completing monitoring records and
reports in compliance with legal parameters
Knowledge and  approved communication terminology and codes and signals
Attitudes  back-up procedures
 change of shift procedures
 common faults and malfunctions in security systems
 emergency procedures
 interviewing, counseling, negotiation and mediation
techniques
 management and leadership styles and culture
 operational principles and functions of security systems and
software/hardware
 operations management
 principles of change management
 problem solving strategies
 range of security risk or incident situations and appropriate
response procedures
 reporting and documentation procedures
 risk and conflict management
 risk assessment methods
 types of alarm systems and equipment
 workplace environmental and OHS hazards and risks
 assess and implement appropriate response to received
information
 communicate in a clear and concise manner using
appropriate terminology
 deliver project objectives within budget constraints

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 develop and manage key performance indicators
 estimate and calculate resource and assistance requirements
 identify and diagnose faults or deficiencies in operation of
security systems
 implement safe and environmentally sound workplace
practices
 interpret security codes
 maintain operations within budgetary parameters
 monitor systems and monitor performance
 monitor, evaluate and interpret data and information
 negotiation
 operate and maintain a range of security systems
 prepare and present written/computer-based information
 read and interpret technical data and specifications
 relate to people from a range of social, cultural and ethnic
backgrounds and varying physical and mental abilities
 risk assess incidents
 write reports and complete documentation
Methods  Interview / Written Test / Oral Questioning of underpinning
knowledge and skills.
 observation of processes and procedure
Context of Competence may be assessed in the work place or in a
Assessment simulated work place setting

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Unit Title Coordinate Field Staff Activity from Control Room
monitor field staff activities and coordinate responses to security
incidents. It requires the ability to systematically control field
staff activity, formulate and implement security responses, and
review and report on operational effectiveness.
This unit of competence has application in those work roles
involving the supervision of security operations from a control
room environment. Competence requires legal and operational
knowledge applicable to relevant sectors of the security industry.
The knowledge and skills described in this unit are to be applied
within relevant legislative and organizational guidelines.

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1 Prepare for 1.1 Applicable provisions of legislative and organizational
operations. requirements relevant to control room operations are
identified and complied with.
1.2 Operational plans and other relevant information are
accessed and reviewed.
1.3 Operational effectiveness of security systems and
technology is checked and confirmed in accordance with
manufacturer's instructions.
1.4 Preventative and breakdown maintenance arrangements
for security systems and technology are confirmed.
1.5 Designated operational roles and responsibilities of field staff
are confirmed.
1.6 Communication channels and processes are confirmed
with relevant persons.
1.7 Occupational Health and Safety (OHS) issues are
identified and appropriate risk control measures
implemented in accordance with organizational
requirements.
2 Control field staff 2.1 Security systems and technology are used in accordance
activity. with manufacturer's instructions to monitor security
operations and field staff activity.
2.2 Communication with field staff is maintained on a routine and
systematic basis in accordance with organizational
procedures.
2.3 Irregular or non-responses from field staff are actioned in
2.4 Requests for assistance are received, confirmed and
2.5 Factors affecting the achievement of security operations are
identified and recommendations for variation to operational
plan are confirmed and communicated to relevant persons.
2.6 Operational information is recorded and reported in
3 Coordinate 3.1 Incidents are identified based on available information and
responses to appropriate response formulated and implemented.
incidents.
3.2 Contingencies and additional resources are anticipated to
support a prompt and effective response.
3.3 Changing circumstances are identified and variations to

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response are determined and implemented in accordance
with organizational procedures.
3.4 Continual exchange of information is maintained with field
staff and relevant persons.
3.5 Requirements for additional support or specialist advice by
field staff is promptly auctioned in accordance with
4 Review and 4.1 Change of shift procedures are implemented in accordance
complete with organizational procedures and ensure system and
operations. monitoring continuity is maintained.
4.2 Operational reports use clear and concise language and
meet organizational standards of style, format and accuracy.
4.3 Incident and response observations are provided accurately
and constructively and identify opportunities for
improvement.
4.4 Identified faults or deficiencies in security systems and
technology are documented and reported in accordance with
4.5 Findings and recommendations from review of operations
are forwarded to relevant persons to inform future practice.
4.6 Relevant documentation is completed and securely
Variable Range
goods
 OHS

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 telecommunications
and standards
Relevant information  applicable legislation and codes of practice
may include:  communication and reporting channels
 manufacturers specifications
 operations manuals
 personnel schedules
 security operational plans
Security systems  acoustic sensors
may include:  automatic entrance and exit devices
 closed circuit television
 electronic field detection systems
 fire alarms
 infra-red sensors
 intelligent building systems
 movement detectors
 other access control systems
 other intruder alarm systems
 weighbridge operation
 wide angle cameras
Preventative and  alternative and backup systems and procedures
breakdown  emergency response plans
maintenance  preventative maintenance plans
arrangements may  programmed maintenance
include:

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 verbal and non-verbal communication procedures eg pro-
words, phonetic alphabet, call signs, coded messages, use of
abbreviations, hand signals.
 emergency services personnel
 field staff
 management
on objectives
 client contact
 explosives
 terrorism
Assistance may  explaining or clarifying
involve:  implementation of pre-determined countermeasures
 problem solving
 providing back-up support
 providing encouragement
 providing feedback to another team member
 undertaking extra tasks as necessary
Factors may include:  budget constraints

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 competing work demands
 environmental factors (time, weather)
 resource and materials availability
 technology or equipment breakdowns
 unforeseen incidents
 workplace hazards, risks and controls
Responses may  disciplinary action according to organizational requirements
involve:  dispatching field support staff
 execution of standard operating procedures for the occurrence
of particular events
 notifying emergency services
 notifying relevant personnel
Documentation may  activity reports
include:  radio and telephone records
 records of conversation
 request for assistance forms
 request for resources forms
 running sheets
 situation reports
 task allocation sheets
 written or computer-based information
Evidence Guide
Competence  carrying out risk assessments and implementing appropriate
responses to security incidents including the provision of
accurate and complete briefings to field staff based on
existing information
 establishing communication channels and processes to
accurately receive and convey information in both routine and
non-routine circumstances in a manner which engages
minority groups
 providing accurate and constructive operational observations,
completing documentation in appropriate style and format,
and maintaining security of the records system
 systematically carrying out field staff monitoring activities and
determining variations to operational plans when factors
affecting the achievement of work tasks are identified

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Knowledge and  communication terminology (approved company greeting, call
Attitudes signs, codes, signals)
 emergency procedures
 local hazards and environmental threats
 operational principles and functions of security systems and
equipment
 reconnaissance processes
 relevant legislative provisions including OHS and licensing
requirements
 risk assessment
 roles and responsibilities of support and emergency services
 routine problem solving strategies
 verification requirements for assessing authenticity of
received information
 analyze and implement response based on information
received
 appreciate different cultural and social practices
 communicate in a clear and concise manner when sending
and relaying information
 comply with relevant legislative and regulatory requirements
 estimate and calculate time required to complete work tasks
 identify and diagnose faults or deficiencies in operation of
security systems
 interpret security codes and alarm signals
 operate and maintain a range of security systems and
equipment
 prepare and present written and computer-based information
 prioritize work tasks and maintain schedules
Methods  Interview / Written Test / Oral Questioning underpinning
knowledge and skills.
 observation of processes and procedures

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Coordinate Implementation of Customer Service
Unit Title
Strategies
Unit Descriptor This unit describes the performance outcomes, skills and
knowledge required to advise on, carry out and evaluate
customer service strategies, including the design of
improvement strategies based on feedback.
This unit applies to individuals with a broad knowledge of
customer service strategies who contribute well developed
skills in addressing customer needs and problems. They may
have responsibility to provide guidance or to delegate aspects
of these tasks to others.

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1. Advise on 1.1. Clarify and accurately assess customer needs using
customer service appropriate communication techniques
needs
1.2. Diagnose problems matching service delivery to
customers and develop options for improved service
within organizational requirements
1.3. Provide relevant and constructive advice to promote the
improvement of customer service delivery
1.4. Use business technology and/or online services to
structure and present information on customer service
needs
2. Support 2.1. Ensure customer service strategies and opportunities are
implementation promoted to designated individuals and groups
of customer
service 2.2. Identify and allocate available budget resources to fulfil
strategies customer service objectives
2.3. Promptly action procedures to resolve customer
difficulties and complaints within organizational
requirements
2.4. Ensure that decisions to implement strategies are taken
in consultation with designated individuals and groups
3. Evaluate and 3.1. Review client satisfaction with service delivery using
report on verifiable data in accordance with organizational
customer service requirements
3.2. Identify and report changes necessary to maintain service
standards to designated individuals and groups
3.3. Prepare conclusions and recommendations from verifiable
evidence and provide constructive advice on future
directions of client service strategies
3.4. Maintain systems, records and reporting procedures to
compare changes in customer satisfaction
Variable Range
Customer needs  accuracy of information
may relate to:  advice or general information
 complaints
 fairness/politeness
 further information
 making an appointment
 prices/value

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 purchasing organization’s products and services
 returning organization’s products and services
 specific information
Communication  analyzing customer satisfaction surveys
techniques may  analyzing quality assurance data
include:  conducting interviews
 consultation methods, techniques and protocols
 making recommendations
 obtaining management decisions
 questioning
 seeking feedback to confirm understanding
 summarizing and paraphrasing
Customers may  corporate customers
include:  individual members of the organization
 individual members of the public
 internal or external
 other agencies
Organizational  access and equity principles and practice
requirements may  anti-discrimination and related policy
include:  confidentiality and security requirements
 defined resource parameters
 ethical standards
 goals, objectives, plans, systems and processes
 legal and organizational policies, guidelines and
requirements
 payment and delivery options
 pricing and discount policies
 quality and continuous improvement processes and
standards
 quality assurance and/or procedures manuals
 replacement and refund policy and procedures
 who is responsible for products or services
Business technology  answering machine
may include:  binder
 computer
 fax machine
 photocopier
 printer
 shredder
 telephone
Online services may  access to product database by customers online
include:  access to purchase, delivery and account records
 call/contact centre
 online ordering

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 online payments
 online registration
 quick/reasonable response
 two-way communication online
Designated  colleagues
individuals and  committee
groups may include:  customers
 external organization
 line management
 supervisor
Procedures to  external agencies (e.g. Ombudsman)
resolve customer  item replacement
difficulties may  referrals to supervisor
include:  refund of monies
 review of products or services
 using conflict management techniques
Customer complaints  administrative errors such as incorrect invoices or prices
may include:  customer satisfaction with service quality
 damaged goods or goods not delivered
 delivery errors
 products not delivered on time
 service errors
 specific e-business problems and issues:
 difficulty accessing services
 inactive links
 not appreciating differing hardware and software
 services not available
 supply errors such as incorrect product delivered
 time taken to access services
 unfriendly website design
 website faults
 warehouse or store room errors such as incorrect product
delivered
Customer service  courtesy/politeness
strategies may  delivery times
include:  merchandise characteristics
 price offers
 product/refund guarantees
 product/service availability

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Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence  identifying needs and priorities of the organization in
delivering services to customers
 responding to and reporting on customer feedback
 designing strategies to improve delivery of products and
services
 knowledge of the principles of customer service

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Knowledge and  key provisions of relevant legislation from all levels of
government that may affect aspects of business
Attitudes
operations, such as:
 anti-discrimination legislation
 ethical principles
 codes of practice
 privacy laws
 occupational health and safety (OHS)
 principles of customer service
 organizational business structure, products and services
 product and service standards and best practice models
 literacy skills to read a variety of texts, to prepare general
information and papers, and to write formal and informal
letters according to target audience
 planning skills to develop implementation schedules
 problem-solving skills to diagnose organizational
problems relating to customer services
Resources Implication Access is required to real or appropriately simulated
situations, including work areas, materials and equipment,
and to information on workplace practices and OHS
practices.
Context of Competency may be assessed in the work place or in a

Unit Title Plan and Organize Work
Unit Descriptor This unit covers the knowledge, skills and attitude required in
planning and organizing work activities in a production
application. It may be applied to a small independent operation
or to a section of a large organization.

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1. Set objectives 1.1 Objectives are consistent with and linked to work activities
in accordance with organizational aims
1.2 Objectives are stated as measurable targets with clear time
frames
1.3 Support and commitment of team members are reflected in
the objectives
1.4 Realistic and attainable objectives are identified
2. Plan and 2.1 Tasks/work activities to be completed are identified and
schedule work prioritized as directed
activities
2.2 Tasks/work activities are broken down into steps in
accordance with set time frames and achievable
components
2.3 Task/work activities are assigned to appropriate team or
individuals in accordance with agreed functions
2.4 Resources are allocated as per requirements of the activity
2.5 Schedule of work activities is coordinated with personnel
concerned
3. Implement 3.1 Work methods and practices are identified in consultation
work plans with personnel concerned
3.2 Work plans are implemented in accordance with set time
frames, resources and standards
4. Monitor work 4.1 Work activities are monitored and compared with set
activities objectives
4.2 Work performance is monitored
4.3 Deviations from work activities are reported and
recommendations are coordinated with appropriate
personnel and in accordance with set standards
4.4 Reporting requirements are complied with in accordance
with recommended format
4.5 Observe timeliness of report
4.6 Files are established and maintained in accordance with
standard operating procedures
5. Review and 5.1 Work plans, strategies and implementation are reviewed
evaluate work based on accurate, relevant and current information
plans and
activities 5.2 Review is based on comprehensive consultation with
appropriate personnel on outcomes of work plans and
reliable feedback

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5.3 Results of review are provided to concerned parties and
formed as the basis for adjustments/simplifications to be
made to policies, processes and activities
5.4 Performance appraisal is conducted in accordance with
organization rules and regulations
5.5 Performance appraisal report is prepared and documented
regularly as per organization requirements.
5.6 Recommendations are prepared and presented to
appropriate personnel/authorities
5.7 Feedback mechanisms are implemented in line with
organization policies
Variable Range
Objectives  Specific
 General
Resources  Personnel
 Equipment and technology
 Services
 Supplies and materials
 Sources for accessing specialist advice
 Budget
Schedule of work  Daily
activities  Work-based
 Contractual
 Regular
Work methods  Legislated regulations and codes of practice
and practices  Industry regulations and codes of practice
 Occupational health and safety practices
Work plans  Daily work plans
 Project plans
 Program plans
 Resource plans
 Skills development plans
 Management strategies and objectives
Standards  Performance targets
 Performance management and evaluation systems
 Occupational standards
 Employment contracts
 Client contracts
 Discipline procedures
 Workplace assessment guidelines
 Internal quality assurance

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 Internal and external accountability and auditing requirements
 Training Regulation Standards
 Safety Standards
Appropriate  Appropriate personnel include:

personnel/  Management
authorities  Line Staff
Feedback Feedback mechanisms include:
mechanisms  Verbal feedback
 Informal feedback
 Formal feedback
 Questionnaire
 Survey
 Group discussion
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  set objectives
 planned and scheduled work activities
 implemented work plans
 monitored work activities
 reviewed and evaluated work plans and activities
Knowledge and  Organization’s strategic plan, policies rules and regulations,
Attitudes laws and objectives for work unit activities and priorities
 Organizations policies, strategic plans, guidelines related to
the role of the work unit
 Team work and consultation strategies
Underpinning Demonstrates skill of:
Skills  Planning
 Leading
 Organizing
 Coordinating
 Communication Skills
 Inter-and intra-person/motivation skills
 Presentation skills
Resource The following resources must be provided:
Implications  Workplace or fully equipped location with necessary tools and
equipment as well as consumable materials
Methods of Competence may be accessed through:
Assessment  Interview / Written exam

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Context for Competence may be assessed in the workplace or in simulated

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Unit Title Establish Quality Standards
Unit Descriptor This unit covers the knowledge, skills and attitudes required to
establish quality specifications for work outcomes and work
performance. It includes monitoring and participation in
maintaining and improving quality, identifying critical control
points in the production of quality output and assisting in planning
and implementing of quality assurance procedures.

1. Establish quality 1.1 Market specifications are sourced and legislated
specifications for requirements identified.
product
1.2 Quality specifications developed and agreed upon
1.3 Quality specifications are documented and introduced to
organization staff / personnel in accordance with the
organization policy
1.4 Quality specifications are updated when necessary
2. Identify hazards 2.1. Critical control points impacting on quality are identified.
and critical
control points 2.2. Degree of risk for each hazard is determined.
2.3. Necessary documentation is accomplished in accordance
with organization quality procedures
3. Assist in planning 3.1 Procedures for each identified control point are developed to
of quality ensure optimum quality.
assurance
procedures 3.2 Hazards and risks are minimized through application of
appropriate controls.
3.3 Processes to monitor the effectiveness of quality assurance
procedures are developed.
4. Implement 4.1 Responsibilities for carrying out procedures are allocated to
quality assurance staff and contractors.
procedures
4.2 Instructions are prepared in accordance with the enterprise’s
quality assurance program.
4.3 Staff and contractors are given induction training on the
quality assurance policy.
4.4 Staff and contractors are given in-service training relevant to
their allocated procedures.
5. Monitor quality of 5.1 Quality requirements are identified
work outcome
5.2 Inputs are inspected to confirm capability to meet quality

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requirements
5.3 Work is conducted to produce required outcomes
5.4 Work processes are monitored to confirm quality of output
and/or service
5.5 Processes are adjusted to maintain outputs within
specification.
6. Participate in 6.1 Work area, materials, processes and product are routinely
maintaining and monitored to ensure compliance with quality requirements
improving quality
at work 6.2 Non-conformance in inputs, process, product and/or service
is identified and reported according to workplace reporting
requirements
6.3 Corrective action is taken within level of responsibility, to
maintain quality standards
6.4 Quality issues are raised with designated personnel
7. Report problems 7.1 Recognize potential or existing quality problems.
that affect quality
7.2 Identify instances of variation in quality from specifications or
work instructions.
7.3 Report variation and potential problems to
supervisor/manager according to enterprise guidelines.
Variable Range
Sourced  End-users
 Customers or stakeholders
Legislated  Verification of product quality as part of consumer legislation or
requirements specific legislation related to product content or composition.
Safety procedures.  Use of tools and equipment for fabrication/production/
manufacturing works
 Workplace environment and handling of material safety,
 Following occupational health and safety procedures
designated for the task
 Respect the policies, regulations, legislations, rule and
procedures for manufacturing/production/fabrication works

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Evidence Guide
Critical Aspect of Assessment requires evidence that the candidate:
Competence  Monitored quality of work
 Established quality specifications for product
 Participated in maintaining and improving quality at work
 Identified hazards and critical control points in the production
of quality product
 Assisted in planning of quality assurance procedures
 Reported problems that affect quality
 Implemented quality assurance procedures
Knowledge  work and product quality specifications
 quality policies and procedures
 improving quality at work
 hazards and critical points of operation
 obtaining and using information
 applying federal and regional legislation within day-today work
activities
 accessing and using management systems to keep and
maintain accurate records
 requirements for correct preparation and operation
 technical writing
Underpinning Skills Demonstrates skills in:
 monitoring quality of work
 establishing quality specifications for product
 participating in maintaining and improving quality at work
 identifying hazards and critical control points in the production
of quality product
 assisting in planning of quality assurance procedures
 reporting problems that affect quality
 implementing quality assurance procedures
Resource The following resources must be provided:
Implications  Workplace or fully equipped environment with necessary tools
and equipment as well as consumable materials
Assessment  Interview/ Written exam / Oral questioning
 Observation/Demonstration

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Unit Title Migrate to New Technology
Unit Descriptor This unit defines the competence required to apply skills and
knowledge in using new or upgraded technology. The rationale
behind this unit emphasizes the importance of constantly
reviewing work processes, skills and techniques in order to
ensure that the quality of the entire business process is
maintained at the highest level possible through the appropriate
application of new technology. To this end, the person is typically
engaged in on-going review and research in order to discover and
apply new technology or techniques to improve aspects of the
organization’s activities.
1. Apply existing 1.1 Situations are identified where existing knowledge can be
knowledge and used as the basis for developing new skills.
techniques to 1.2 New or upgraded technology skills are acquired and used to
technology and enhance learning.
transfer
1.3 New or upgraded equipment are identified, classified and
used where appropriate, for the benefit of the organization.
2. Apply functions of 2.1 Testing of new or upgraded equipment is conducted
technology to according to the specification manual.
assist in solving 2.2 Features of new or upgraded equipment are applied within
organizational the organization
problems
2.3 Features and functions of new or upgraded equipment is
used for solving organizational problems
2.4 Sources of information is accessed and used relating to new
or upgraded equipment
3. Evaluate new or 3.1 New or upgraded equipment is evaluated for performance,
upgraded usability and against OHS standards.
technology 3.2 Environmental considerations are determined from new or
performance upgraded equipment.
3.3 Feedback is sought from users where appropriate.

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Variables Range
Environmental May include but is not limited to recycling, safe disposal of
Considerations packaging (e.g. cardboard, polystyrene, paper, plastic) and
correct disposal of waste materials by an authorized body
Feedback May include surveys, questionnaires, interviews and meetings.
Evidence Guide
Critical Aspects of Competence must confirm the ability to transfer the application of
Competence existing skills and knowledge to new technology
Underpinning  Broad awareness of current technology trends and directions in
Knowledge and the industry (e.g. systems/procedures, services, new
Attitudes developments, new protocols)
 Knowledge of vendor product directions
 Ability to locate appropriate sources of information regarding
metal manufacturing and new technologies
 Current industry products/services, procedures and techniques
with knowledge of general features
 Information gathering techniques
Underpinning Skills  Research skills for identifying broad features of new
technologies
 Ability to assist in the decision making process
 Literacy skills in regard to interpretation of technical manuals
 Ability to solve known problems in a variety of situations and
locations
 Evaluate and apply new technology to assist in solving
organizational problems
 General analytical skills in relation to known problems
information on workplace practices and OHS practices.
Assessment  Interview / Written Test
 Demonstration/ Observation with Oral Questioning

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Unit Title Develop Individuals and Team
determine individual and team development needs and facilitate
the development of the workgroup.

1. Provide team 1.1 Learning and development needs are systematically
leadership identified and implemented in line with organizational
requirements
1.2 Learning plan to meet individual and group training and
developmental needs is collaboratively developed and
implemented
1.3 Individuals are encouraged to self-evaluate performance and
identify areas for improvement
1.4 Feedback on performance of team members is collected
from relevant sources and compared with established team
learning process
2. Foster individual 2.1 Learning and development program goals and objectives are
and identified to match the specific knowledge and skills
organizational requirements of Competence standards
growth
2.2 Learning delivery methods are appropriate to the learning
goals, the learning style of participants and availability of
equipment and resources
2.3 Workplace learning opportunities and coaching/ mentoring
assistance are provided to facilitate individual and team
achievement of competencies
2.4 Resources and timelines required for learning activities are
identified and approved in accordance with organizational
requirements

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3. Monitor and 3.1 Feedback from individuals or teams is used to identify and
evaluate implement improvements in future learning arrangements
workplace
learning 3.2 Outcomes and performance of individuals/teams are
assessed and recorded to determine the effectiveness of
development programs and the extent of additional support
3.3 Modifications to learning plans are negotiated to improve the
efficiency and effectiveness of learning
3.4 Records and reports of Competence are maintained within
organizational requirement
4. Develop team 4.1 Open communication processes to obtain and share
commitment and information is used by team
cooperation
4.2 Decisions are reached by the team in accordance with its
agreed roles and responsibilities
4.3 Mutual concern and camaraderie are developed in the team
5. Facilitate 5.1 Team members actively participated in team activities and
accomplishment communication processes
of organizational
goals 5.2 Teams members developed individual and joint responsibility
for their actions
5.3 Collaborative efforts are sustained to attain organizational
goals

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Variable Range
Learning and  Coaching, monitoring and/or supervision
development needs  Formal/informal learning program
 Internal/external training provision
 Work experience/exchange/opportunities
 Personal study
 Career planning/development
 Performance evaluation
 Workplace skills assessment
 Recognition of prior learning
Organizational  Quality assurance and/or procedures manuals
requirements  Goals, objectives, plans, systems and processes
 Legal and organizational policy/guidelines and
requirements
 Safety policies, procedures and programs
 Confidentiality and security requirements
 Business and performance plans
 Ethical standards
 Quality and continuous improvement processes and standards
Feedback on  Formal/informal performance evaluation
performance  Obtaining feedback from supervisors and colleagues
 Obtaining feedback from clients
 Personal and reflective behavior strategies
 Routine and organizational methods for monitoring
service delivery
Learning delivery  On the job coaching or monitoring
methods  Problem solving
 Presentation/demonstration
 Formal course participation
 Work experience and involvement in professional networks
 Conference and seminar attendance

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Evidence Guide
Competence  identified and implemented learning opportunities for others
 gave and received feedback constructively
 facilitated participation of individuals in the work of the team
 negotiated plans to improve the effectiveness of learning
 prepared learning plans to match skill needs
 accessed and designated learning opportunities
Knowledge and  coaching and monitoring principles
Attitude  understanding how to work effectively with team members
who have diverse work styles, aspirations, cultures and
perspective
 understanding how to facilitate team development and
improvement
 understanding methods and techniques to obtain and
interpreting feedback
 understanding methods for identifying and prioritizing
personal development opportunities and options
 knowledge of career paths and competence standards in the
industry
Underpinning Skills Demonstrates skills in:
 reading and understanding a variety of texts, preparing
general information and documents according to target
audience; spell with accuracy; use grammar and punctuation
effective relationships and conflict management
 communication including receiving feedback and reporting,
maintaining effective relationships and conflict management
 planning skills to organize required resources and equipment
to meet learning needs
 coaching and mentoring skills to provide support to
colleagues
 reporting to organize information; assess information for
relevance and accuracy; identify and elaborate on learning
outcomes
 facilitation to conduct small group training sessions
 relating to people from a range of social, cultural, physical
and mental backgrounds
Resource Access to relevant workplace or appropriately simulated
Implications environment where assessment can take place
Methods of Competence may be accessed through:
Context of Competence may be assessed in the workplace or in a
Assessment simulated workplace setting

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Unit Title Utilize Specialized Communication Skills
use specialized communication skills to meet specific needs of
internal and external clients, conduct interviews, facilitate group
discussions, and contribute to the development of
communication strategies.

1. Meet common 1.1 Specific communication needs of clients and colleagues are
and specific identified and met
communication
needs of clients 1.2 Different approaches are used to meet communication
and colleagues needs of clients and colleagues
1.3 Conflict is addressed promptly and in a timely way and in a
manner which does not compromise the standing of the
organization
2. Contribute to the 2.1 Strategies for internal and external dissemination of
development of information are developed, promoted, implemented and
communication reviewed as required
strategies
2.2 Channels of communication are established and reviewed
regularly
2.3 Coaching in effective communication is provided
2.4 Work related network and relationship are maintained as
necessary
2.5 Negotiation and conflict resolution strategies are used where
required
2.6 Communication with clients and colleagues is appropriate to
individual needs and organizational objectives
3. Represent the 3.1 When participating in internal or external fora, presentation
organization is relevant, appropriately researched and presented in a
manner to promote the organization
3.2 Presentation is clear and sequential and delivered within a
predetermined time
3.3 Appropriate media is utilized to enhance presentation
3.4 Differences in views are respected
3.5 Written communication is consistent with organizational
standards

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3.6 Inquiries are responded in a manner consistent with
organizational standard
4. Facilitate group 4.1 Mechanisms which enhance effective group interaction
discussion are defined and implemented
4.2 Strategies which encourage all group members to
participate are used routinely
4.3 Objectives and agenda for meetings and discussions are
routinely set and followed
4.4 Relevant information are provided to group to facilitate
outcomes
4.5 Evaluation of group communication strategies is
undertaken to promote participation of all parties
4.6 Specific communication needs of individuals are identified
and addressed
5. Conduct interview 5.1 A range of appropriate communication strategies are
employed in interview situations
5.2 Records of interviews are made and maintained in
accordance with organizational procedures
5.3 Effective questioning, listening and nonverbal
communication techniques are used to ensure that required
message is communicated
Variable Range
Strategies  Recognizing own limitations
 Utilizing techniques and aids
 Providing written drafts
 Verbal and non verbal communication
Effective group  Identifying and evaluating what is occurring within an
interaction interaction in a non-judgmental way
 Using active listening
 Making decision about appropriate words, behavior
 Putting together response which is culturally appropriate
 Expressing an individual perspective
 Expressing own philosophy, ideology and background and
exploring impact with relevance to communication
Types of Interview  Related to staff issues
 Routine
 Confidential
 Evidential
 Non-disclosure
 Disclosure

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Interview situations  Establish rapport
 obtain facts and information
 Facilitate resolution of issues
 Develop action plans
 Diffuse potentially difficult situation
Evidence Guide
Competence  Demonstrated effective communication skills with clients and
work colleagues accessing service
 Adopted relevant communication techniques and strategies
to meet client particular needs and difficulties
Knowledge and  communication process
Values  dynamics of groups and different styles of group leadership
 communication skills relevant to client groups
 full range of communication techniques including:
 active listening
 feedback
 interpretation
 role boundaries setting
 negotiation
 establishing empathy
 communication strategies
 communication required to fulfill job roles as specified by the
organization
Resource Access to appropriate workplace where assessment can take
Implications place
Methods of Competence may be assessed through
Assessment  Direct observation / demonstration
 Oral Interview
Context for Competence may be assessed in the workplace or in a
Assessment simulated workplace setting

Unit Title Manage and Maintain Small/Medium Business Operations
Unit Descriptor This unit covers the operation of day-to-day business activities in a
micro or small business. The strategies involve developing,
monitoring and managing work activities and financial information,
developing effective work habits, and adjusting work schedules as
needed.

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1. Identify daily 1.1 Work requirements for a given time period are identified
work taking into consideration resources and constraints
requirements
1.2 Work activities are prioritized based on business needs,
requirements and deadlines
1.3 If appropriate, work is allocated to relevant staff or contractors
to optimize efficiency
2. Monitor and 2.1 People, resources and/or equipment are coordinated to
manage work provide optimum results
2.2 Staff, clients and/or contractors are communicated within a
clear and regular manner, to monitor work in relation to
business goals or timelines
2.3 Problem solving techniques are applied to work situations
to overcome difficulties and achieve positive outcomes
3. Develop 3.1 Work and personal priorities are identified and a balance is
effective work achieved between competing priorities using appropriate
habits time management strategies
3.2 Input from internal and external sources is sought and
used to develop and refine new ideas and approaches
3.3 Business or inquiries are responded to promptly and
effectively
3.4 Information is presented in a format appropriate to the
industry and audience
4. Interpret 4.1 Relevant documents and reports are identified
financial
information 4.2 Documents and reports are read and understood and any
implications discussed with appropriate persons
4.3 Data and numerical calculations are analyzed, checked,
evaluated, organized and reconciled
4.4 Daily financial records and cash flow are maintained correctly
and in accordance with legal and accounting requirements
4.5 Invoices and payments are prepared and distributed in a
timely manner and in accordance with legal requirements
4.6 Outstanding accounts are collected or followed-up on
5. Evaluate work 5.1 Opportunities for improvements are monitored according to
performance business demands
5.2 Work schedules are adjusted to incorporate necessary
modifications to existing work and routines or changing needs
and requirements

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5.3 Proposed changes are clearly communicated and recorded to
aid in future planning and evaluation
5.4 Relevant codes of practice are used to guide an ethical
approach to workplace practices and decisions
Variable Range
Resources may  staff  equipment
include:  money  space
 time
Business goals  sales targets
may include:  budgetary targets
 team and individual goals
 production targets
 reporting deadlines
Problem solving  gaining additional research and information to make better
techniques may informed decisions
include:  looking for patterns
 considering related problems or those from the past and how
they were handled
 eliminating possibilities
 identifying and attempting sub-tasks
 collaborating and asking for advice or help from additional
sources
Time management  prioritizing and anticipating
strategies may  short term and long term planning and scheduling
include:  creating a positive and organized work environment
 clear timelines and goal setting that is regularly reviewed and
adjusted as necessary
 breaking large tasks into smaller tasks
 getting additional support if identified and necessary
Internal and  staff and colleagues
external sources  management, supervisors, advisors or head office
may include:  relevant professionals such as lawyers, accountants,
management consultants
 professional associations

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Evidence Guide
Critical Aspects of A person must be able to demonstrate:
Competence  ability to identify daily work requirements and allocate work
appropriately
 ability to interpret financial documents in accordance with legal
requirements
Underpinning  Federal and Local Government legislative requirements
Knowledge and affecting business operations, especially in regard to
Attitudes occupational health and safety (OHS), equal employment
opportunity, industrial relations and anti-discrimination
 technical or specialist skills relevant to the business operation
 relevant industry code of practice
 planning techniques to establish realistic timelines and
priorities
 identification of relevant performance measures
 quality assurance principles and methods
 relevant marketing, management, sales and financial concepts
 methods for monitoring performance and implementing
improvements
 structured approaches to problem solving, idea management
and time management
Underpinning Skills  interpret legal requirements, company policies and procedures
and immediate, day-to-day demands
 communication skills including questioning, clarifying, reporting,
and giving and receiving constructive feedback
 numeracy skills for performance information, setting targets
and interpreting financial documents and reports
 technical and analytical skills to interpret business document,
reports and financial statements and projections
 ability to relate to people from a range of social, cultural and
ethnic backgrounds and physical and mental abilities
 problem solving skills to develop contingency plans
 using computers and software packages to record and manage
data and to produce reports
 evaluation skills for assessing work and outcomes
 observation skills for identifying appropriate people, resources
and to monitor work
Resource The following resources should be provided:
Implications  Access to relevant workplace documentation, financial records,
and equipment
 Observation/Demonstration with Oral questioning
Context for Competence may be assessed in the workplace or in a simulated
Assessment work environment

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Unit Title Manage Continuous Improvement System
Unit Descriptor This unit describes the performance outcomes, skills and
knowledge required to sustain and develop an environment in
which continuous improvement, innovation and learning are
promoted and rewarded.
1. Review 1.1 Establish strategies to monitor and evaluate performance

programs, of key systems and processes
systems and 1.2 Undertake detailed analyses of supply chains, operational
processes and product/service delivery systems
1.3 Identify performance measures, and assessment tools
and techniques, and evaluate their effectiveness
1.4 Analyze performance reports and variance from plans for
all key result areas of the organization
1.5 Identify and analyze changing trends and opportunities
relevant to the organization
1.6 Seek advice from specialists, where appropriate, to
identify technology and electronic commerce opportunities
2. Develop options 2.1 Brief groups on performance improvement strategies and
for continuous innovation as an essential element of competition
improvement 2.2 Foster creative climate and organizational learning
through the promotion of interaction within and between
work groups
2.3 Encourage, test and recognize new ideas and
entrepreneurial behavior where successful
2.4 Accept failure of an idea during trialing, and recognize,
celebrate and embed success into systems
2.5 Undertake risk management and cost benefit analyses
for each option/idea approved for trial
2.6 Approve innovations through agreed organizational
processes
3. Implement 3.1 Promote continuous improvement as an essential part of
innovative doing business
processes 3.2 Address impact of change and consequences for people,
and implement transition plans
3.3 Ensure objectives, timeframes, measures and

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communication plans are in place to manage
implementation
3.4 Implement contingency plans in the event of non-
performance
3.5 Follow-up failure by prompt investigation and analysis of
causes
3.6 Manage emerging challenges and opportunities effectively
3.7 Evaluate continuous improvement systems and processes
regularly
3.8 Communicate costs and benefits of innovations and
improvements to all relevant groups and individuals
Variable Range
Sustainability may  addressing environmental and resource sustainability
include: initiatives, such as environmental management systems,
action plans, green office programs, surveys and audits
 applying the waste management hierarchy in the workplace
 complying with regulations and corporate social
responsibility considerations for sustainability to enhance
the organization’s standing in business and community
environments
 determining organization’s most appropriate waste
treatment, including waste to landfill, recycling, re-use,
recoverable resources and wastewater treatment
 implementing ecological footprint
 implementing environmental management systems, e.g.
ISO 14001:1996 Environmental management systems life
cycle analyses
 implementing government initiatives,
 improving resource and energy efficiency
 initiating and maintaining appropriate organizational
procedures for operational energy consumption
 introducing a green office program - a cultural change
program
 introducing green purchasing
 introducing national and international reporting initiatives,
 introducing product stewardship
 reducing emissions of greenhouse gases
 reducing use of non-renewable resources
 referencing standards, guidelines and approaches, such as
sustainability covenants and compacts or triple bottom line
reporting

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 supporting sustainable supply chain
Supply chains  network of facilities that procures raw materials, transforms
include: them into intermediate products or services and then
finished goods or service, and delivers them through a
distribution system
 procurement, production and distribution, viewed as
interlinked not as discrete elements
Performance  budget or cost variance
reports may  customer service
include:  environmental
 financial
 OHS
 quality
 other operating parameters
Evidence Guide
Critical Aspects of Evidence of the following is essential:
Competence  demonstration of consultation processes to introduce or
evaluate an existing continuous improvement process or
system, including suggested actions or an action plan
 generation of an idea or concept which exhibits creative
thinking and which offers the possibility of advantaging the
organization
 how the concept or idea was introduced, tested and
evaluated - the idea or concept does not have to have been
shown to work or to be adopted by the business
 knowledge of quality management and continuous
improvement theories

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Knowledge and  quality management and continuous improvement theories
Attitudes  creativity/innovation theories/concepts
 risk management
 cost-benefit analysis methods
 creativity and innovation theories and concepts
 organizational learning principles
 quality management and continuous improvement theories
 risk management
 sustainability practices
 analytical skills to identify improvement opportunities in
relation to
 the services/products delivered or concepts/ideas
developed
 flexibility and creativity skills to think laterally
 leadership skills to foster a commitment to quality and an
openness to innovation
 teamwork and leadership skills to foster a commitment to
quality and an openness to innovation
Resources Access may be required to:
Implication  workplace procedures and plans relevant to work area
 appropriate documentation and resources normally used in
the workplace
Methods of Competence in this unit may be assessed by using a
Assessment combination of the following to generate evidence:
 demonstration in the workplace
 suitable simulation
 oral or written questioning to assess knowledge of
principles and techniques associated with change
management
 evaluation of strategies established to monitor and evaluate
performance of key systems and processes
 review of briefing of groups on performance improvement
strategies and innovation
Those aspects of competence dealing with improvement
processes could be assessed by the use of suitable
simulations and/or a pilot plant and/or a range of case studies
and scenarios.
In all cases, practical assessment should be supported by
questions to assess essential knowledge and those aspects of
competence which are difficult to assess directly.
Assessment simulated workplace setting / environment

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Security Services

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Acknowledgment
We wish to extend thanks and appreciation to the many representatives of business,
industry, academe and government agencies who donated their time and expertise to
the development of this occupational standard.
We would like also to express our appreciation to the Staff and Experts of Federal
TVET Agency, Ministry of Education (MoE) who made the development of this
occupational standard possible.
This occupational standard was developed in August 2012 at Bishoftu, Debre Zeit
Management Institute.

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Federal Democratic Republic of Ethiopia

Ethiopia has embarked on a process of reforming its TVET-System. Within the

A Unit of Competence describes a distinct work activity. It is documented in a

The ensuing sections of this EOS document comprise a description of the

Ministry of Education Security Operations Management Version 1

PUS SOM4 04 0812 PUS SOM4 05 0812 PUS SOM4 06 0812

PUS SOM4 07 0812 PUS SOM4 08 0812 PUS SOM4 09 0812

PUS SOM4 10 0812 PUS SOM4 11 0812 PUS SOM4 12 0812

PUS SOM4 13 0812 PUS SOM4 14 0812 PUS SOM4 15 0812

PUS SOM4 16 1012

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Legislative  apprehension and powers of arrest

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Resources Resource implications for assessment include:

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1

Ministry of Education Security Operations Management Version 1