ICT97 1 Volume1 General Information Assessment Guidelines Qualification Framework

Telecommunications
Training Package ICT97

Technical & Call Centre Streams
Volume 1 - General Information,

Assessment Guidelines and Qualifications
Associated Volume Parts not in this

publication & available separately
Volume 1: Part A – Cabling Stream
Volume 1: Part B – CPE Stream
Volume 1: Part C – CAN Stream
Volume 1: Part D – Network Stream
Volume 1: Part E – Call Centre Stream

Managing Agent
The Training Package has been prepared on behalf of the Information Technology and
Telecommunications Industry Training Advisory Body (previously InfoComP Training) located at 139
Queensberry Street, Carlton South, Victoria, 3053
Information Technology and Telecommunications Industry Training advisory Body Ltd. (IT&Titab)
Suite 3, 139 Queensberry Street, Carlton South, Victoria, Australia, 3053
Telephone: +61 03 9349 4955
Facsimile: +61 03 9349 4844
Authors
• The DAT Corporation Pty Ltd–Dennis Trevarthen, John Rodgers
• MK and MW O’Sullivan, Human Resource Consultants
• BJ Brinkworth and Associates Pty Ltd
Validity of Information
The content of this report has been validated at all stages of its development by Telecommunications
Industry representatives. This validation ensures the accuracy of the information contained in this
resource at the time of publication. Users are encouraged to check information with manufacturers and
regulatory bodies when using this resource in the future.
Copyright
© Australian National Training Authority (ANTA), 2000
Level 11, AMP Place
10 Eagle Street
BRISBANE QLD 4000
Phone: (07) 3246 2300
Fax: (07) 3246 2490
All rights reserved. This work has been produced initially with the assistance of funding provided by the
Commonwealth Government through ANTA. This work is copyright, but permission is given to
teachers, trainers and assessors to make copies by photocopying or other duplicating processes for use
within their own training organisation or in a workplace where the training is being conducted. This
permission does not extend to the making of copies for use outside the immediate training environment
for which they are made, nor the making of copies for hire or resale to third parties. For permission
outside of these guidelines, apply in writing to Australian National Training Authority.
This work is the result of wide consultations with many industry participants throughout Australia.
Consequently it is a collaborative view not necessarily representing any specific body and no single body
warrants its content or accepts any liability.
Published by:
Australian Training Products Ltd
Level 25 / 150 Lonsdale St, Melbourne , 3000
PO Box 12211 A’Beckett St Post Office
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Publication history: November 1977, January 1999, March 2000
Printed by Document Printing Australia, Melbourne, Victoria, Australia
Version 2.00
January 2001
Telecommunications Training Package ICT97
Competency Standards, Assessment Guidelines and Qualifications
Telecommunications
Training Package ICT97
Endorsed Component
Competency Standards, Assessment Guidelines and

Qualifications
Volume 1
The endorsed component details the specifications of the Telecommunications Training Package
including both the Technical and Call Centre streams. It specifies the full range of competency standards
for the telecommunications industry Technical and Call Centre streams; it provides the assessment
guidelines for competency standards; and it defines qualifications in terms of competency standards
grouped within the Australian Qualifications Framework (AQF). Qualifications range from Level 2
Certificates through to Advanced Diplomas.
The Telecommunications Training Package ICT97 was first endorsed by the National Training
Framework Committee (NTFC) in October 1997 and included 11 qualifications for 127 technical
competency standards.
In October 1999, the NTFC endorsed an additional 8 (5 Technical and 3 Call Centre) qualifications to the
package with the inclusion of a further 44 (6 Technical CAN and 38 Call Centre Stream) competency
units. Refer Appendix 1 for background history of Call Centre component changes.
In December 2000, three (3) competency standards were endorsed for the new Cabler Provider Rules)
This volume in conjunction with the following listed volume parts represents the full complement of all
endorsed components from 1997 and 2000.
Volume 1: Part A – Cabling Stream
Volume 1: Part B – CPE Stream
Volume 1: Part C – CAN Stream
Volume 1: Part D – Network Stream
Volume 1: Part E – Call Centre Stream
Training Package Resource Materials
Volume 2 Telecommunications Training Package : Implementation and Professional

Development Guide This volume includes the "Telemap" Data Base CD that assists
in the development of learning and training programs, and in determining individual
RPL requirements for selected competency standards.
Volume 3 Telecommunications Training Package : Assessment Materials for Competency Units.

This volume is available in 5 separate sections to suit the specialist streams.
A diagram summary of the publications available is provided on the following page.
Volume 1: © Australian National Training Authority 1

Telecommunications Training Package : Publications
Telecommunications
Training Package Part E Competency Standards : Call Centre Stream
ICT97
Part D Competency Standards : Network Stream
Volume 1
Part C Competency Standards : CAN Stream
Endorsed
Part B Competency Standards : CPE Stream
Component
Part A Competency Standards : Cabling Stream
General General Information, Assessment Guidelines,

Info...... Qualification Specifications
IT&Titab
Volume 2
• Descriptions of how to use the Training Package
• Examples of using the Telemap Data Base to create
Implementation
training programs and RPL pathways
and
• Descriptions and examples of assessing competency
Professional
standards using individual unit assessment forms
Development
Guide
TELE-
MAP Includes “Telemap” Data Base CD
IT&Titab
Telecommunications
Training Package Part E Assessment materials for Call Centre stream
ICT97 competency standards
Part D Assessment materials for Network stream
Volume 3 competency standards
Assessment
Part C Assessment materials for CAN stream
competency standards
Materials
for Part B Assessment materials for CPE stream
Competency competency standards
Standards
Part A Assessment materials for Cabling stream
competency standards
IT&Titab
Non-Endorsed Component
IT&Titab
2 Volume 1: © Australian National Training Authority

Training Package Qualifications
Technical AQF Level
ICT20197 Certificate II in Telecommunications 2
ICT30197 Certificate III in Telecommunications 3
ICT40197 Certificate IV in Telecommunications 4
ICT50197 Diploma of Telecommunications Engineering 5
ICT60197 Advanced Diploma of Telecommunications Engineering 6
ICT20297 Certificate II in Telecommunications (Cabling) 2
ICT30497 Certificate III in Telecommunications (Cabling) 3
ICT30699 Certificate III in Telecommunications (Customer Premises Cabling 3

and Equipment)
ICT40499 Certificate IV in Telecommunications (Cabling) 4
ICT30297 Certificate III in Telecommunications (CPE) 3
ICT40297 Certificate IV in Telecommunications (CPE) 4
ICT50299 Diploma of Telecommunications (CPE) 5
ICT20399 Certificate II in Telecommunications (CAN) 2
ICT30397 Certificate III in Telecommunications (CAN) 3
ICT40397 Certificate IV in Telecommunications (CAN) 4
ICT50399 Diploma of Telecommunications (CAN) 5
Call Centres AQF Level
ICT20499 Certificate II in Telecommunications (Call Centres) 2
ICT30599 Certificate III in Telecommunications (Call Centres) 3
ICT40599 Certificate IV in Telecommunications (Call Centres) 4


Contents
Introduction .....................................................................................................................7
What is a National Training Package? ..................................................................................................... 7
National Competency Standards .............................................................................................................. 9
Assessment Guidelines............................................................................................................................. 9
National Qualifications........................................................................................................................... 10
Section 1: Competency Standards ...............................................................................13

Introduction ............................................................................................................................................ 13
Content Quality ...................................................................................................................................... 13
Technical Quality ................................................................................................................................... 14
Process Quality....................................................................................................................................... 14
Competency Standards Data................................................................................................................... 15
List of Telecommunications Competency Units .................................................................................... 16
Section 2: Assessment Guidelines.................................................................................25
Part 1: Telecommunications Industry Guidelines......................................................25

Assessment System Overview................................................................................................................ 25
Assessment Pathways............................................................................................................................. 26
Traineeship Pathways............................................................................................................................. 27
Assessor Qualifications .......................................................................................................................... 29
Guidelines for Designing Assessment Materials.................................................................................... 30
Guidelines for Conducting Assessments ................................................................................................ 33
Part 2: Telecommunications Licensed Cabling Assessment Guidelines ..................35

Assessment System Overview................................................................................................................ 35
Assessment Pathways............................................................................................................................. 36
Appeal and Reassessment Process ......................................................................................................... 38
Assessor Qualifications and Training..................................................................................................... 40
Guidelines for Designing Assessment Materials.................................................................................... 43
Guidelines for Conducting Assessments ................................................................................................ 44
Sources of Information on Assessment .................................................................................................. 46
Section 3: Qualifications Framework ..........................................................................53

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

Certificate IV in Telecommunications.................................................................................................... 69
Diploma of Telecommunications Engineering....................................................................................... 71
Advanced Diploma of Telecommunications Engineering...................................................................... 73
Certificate II in Telecommunications (Cabling)..................................................................................... 75
Certificate III in Telecommunications (Cabling) ................................................................................... 76
Certificate III in Telecommunications (Customer Premises Cabling and Equipment)........................... 77
Certificate IV in Telecommunications (Cabling) ................................................................................... 79
Certificate III in Telecommunications (CPE)......................................................................................... 80
Certificate IV in Telecommunications (CPE)......................................................................................... 81
Diploma of Telecommunications (CPE) ................................................................................................ 82
Certificate II in Telecommunications (CAN) ......................................................................................... 83
Certificate III in Telecommunications (CAN)........................................................................................ 84
Certificate IV in Telecommunications (CAN) ....................................................................................... 85
Diploma of Telecommunications (CAN) ............................................................................................... 86
Certificate III in Telecommunications (Call Centres) ............................................................................ 90
Certificate IV in Telecommunications (Call Centres) ............................................................................ 92
Section 4: Competency Standards Stream Listings ...................................................94

Technical Cabling Stream Units............................................................................................................. 94
Technical CPE Stream Units .................................................................................................................. 96
Technical CAN Stream Units ................................................................................................................. 97
Technical Network Stream Units ........................................................................................................... 98
Call Centre Stream Units...................................................................................................................... 100
Appendix 1 ...................................................................................................................102
Call Centre Component: Background History of Changes & Table of Equivalent Call Centre
Competency Standards ......................................................................................................................... 102

Introduction
Developing and enhancing the knowledge and skills of the workforce will further improve the
Telecommunications Industry’s ability to become more competitive. Employers are facing ever-
increasing demands that call for a more effective and efficient workforce, where emphasis is placed on
continuous improvement, higher productivity and a client focus. For this to succeed employers need a
highly skilled and flexible workforce. National competency standards provide a benchmark for
employers to accurately identify the requirements for particular work activities and a quality training
system is central to ensuring workers have the skills and flexibility to adapt to change and improve the
quality of goods and services. A quality training system has three important elements: national
competency standards, competency-based training and a national assessment system for quality assurance
and these form the basis of the Telecommunications Training Package.
Information Technology and Telecommunication Industry Training Advisory Body (IT&Titab) formally
constituted in July 1999 is the current body that nationally represents the IT and T industry sectors. Its
predecessor, InfoComP Training which nationally represented the Telecommunications, Postal
Communications, Information Technology and Printing sectors, was funded by Australian National
Training Authority (ANTA) to develop training packages for each of their industry sectors.
The Telecommunications Industry Training Advisory Board (TITAB) was delegated by InfoComP
Training to develop this Training Package for the Telecommunications Industry within policy guidelines
developed by the sponsoring body.
The Telecommunications Industry has strongly supported the development for this new approach, as it:
• places a higher level of importance on work performance through competency standards
• ties qualifications to competency rather than curriculum
• provides a greater degree of flexibility to the industry in the way it develops and conducts its training
• gives national training recognition to what is essentially a national industry
What is a National Training Package?

Training Packages are a new government initiative designed to make training more flexible and
affordable for industry. A National Training Package consists of two key components:
1. The Endorsed Component which provides:
• national competency standards complete with evidence of competency

• assessment guidelines
• national qualifications at different levels
2. The Resource Materials (non-endorsed) Component which provides
• learning strategies
• professional development materials
• assessment materials

The endorsed component specifies the major parts of the Training Package which must be ‘endorsed’ by
ANTA before gaining national recognition. The endorsed component of the Telecommunications
Training Package is fully specified within this volume.
The resource materials (non-endorsed) component contains all the resources that support learning
strategies and training delivery, assessment processes and materials, and trainer and assessor professional
development. The non-endorsed component of the Telecommunications Training Package is contained
within several volumes. Refer front pages for details.
The Training Package concept is designed to provide industry and those servicing industry with greater
flexibility in gaining competency to the standards required by the Telecommunications Industry.
Com petency Assessm ent Qualification

Standards Guidelines s
ENDORSED
Learning Professional Assessm ent

Strategy Developm ent Materials
RESOURCE MATERIALS
T HE P ACKAGE

National Competency Standards

National competency standards form a vital role within the Training Package, as they identify the
telecommunications industry standards for knowledge, skills and attributes required to perform in the
workplace. They remove the guesswork from gaining appropriately skilled staff by setting benchmarks
for measuring performance. Standards also make training more effective and efficient by accurately
identifying skill gaps. The Training Package provides employers with the benefit of having an industry
benchmark for training and assessment; this can provide useful guidance for workplace training,
development and recruitment purposes. Employees will also benefit by being able to access national
qualifications through a variety of pathways.
To allow for consistency between industries, all national competency standards are written in the same
format using the following six headings:
• Competency Standard Unit Number and Title: title expressed in outcome terms.
• Unit Descriptor: explains the coverage of the unit.
• Elements Criteria: specify what is to be assessed and to what level of performance. Activities that
provide evidence of competent performance are detailed.
• Range of Variables: contextualise the unit of competency and provide the possible scope for
assessment.
• Evidence Guides: contain the critical evidence to be considered for assessment and identifies
underpinning knowledge and skills.
Assessment Guidelines
The existing assessment frameworks for the Telecommunications Industry have been reviewed and the
resulting assessment guidelines show a common set of requirements for all sectors of the industry, except
for some aspects of the cabling sector associated with national licensing requirements.
The assessment system for this Training Package has emerged from the requirements formulated from the
key principle statements developed by the Telecommunications Industry.

National Qualifications
The national qualifications specified in the Telecommunications Training Package range from level 2 to 6
within the Australian Qualifications Framework (AQF). Qualifications are fully based on competency
standard achievement and two distinct types of qualifications will be nationally awarded: a generic
qualification issued on the successful completion of a specific number of standards chosen from the full
range of standards at a particular level; or a specific stream qualification awarded on the successful
completion of a determined number of standards chosen from a specific set of occupational stream
standards.
The flexibility of these arrangements allows both employers and employees to choose the competency
standards relevant to their employment needs, while employees will be able to gain a qualification when
the set number of standards have been successfully attained. The Training Package details will allow
individuals wishing to enter or seek other opportunities within the telecommunications industry to
identify and plan various career pathways.
Employers will develop a greater understanding of what competencies are required for different job roles
and their relationship to gaining particular qualifications. Where individual competencies are achieved
but not in a number sufficient for the issuing of a national qualification, a ‘Statement of Attainment’ will
be issued by the recognised training organisation.
Within the Training Package, competency standards endeavour to advance quality and consistency in
current and future work practices. The standards form the basis for thorough, consistent and valid
assessment. The assessment guidelines provide overall directions to trainees and assessors on how, when
and under what conditions the assessment will occur. The assessment guidelines also articulate the
qualifications and training requirements for trainers and assessors.
The Telecommunications Training Package has been developed with extensive industry consultation to
ensure the final product reflected the quality expected by the industry.
Acknowledgments
Although the original Training Package document submitted to the National Training Framework
Committee of ANTA for endorsement contains substantial details of the developmental processes, the
industries represented and individual participants involved in the consultation activities, this abridged
volume has deleted many of the developmental details with the aim of simplifying the document to serve
the needs of practitioners within the industry.
IT&Titab and TITAB wish to acknowledge the valuable contribution of all those who participated in the
development of this project.
Particular thanks should also be given to the Steering Committee who guided and assisted the consultants
through the ‘uncharted waters’ in which the final documentation emerged.
The time and effort invested by all involved in the development of this Training Package has resulted in
an excellent product that should serve the telecommunications industry well over future years.
The development of this Training Package was funded by ANTA and was made possible with in-kind
support from industry.

Section 1:
Competency
Standards


Section 1: Competency Standards

Introduction
The 1997 endorsed Telecommunications Training Package included competency standards for the
following technical streams:
• Customer Access Network (CAN)

• Customer Premises Cabling (CPC): Licensing and non-licensing sectors
• Customer Premises Equipment (CPE)
• Mobile and PAY TV Equipment (now included with CPE units)
• Network: Switching and Transmission Management
In 1999, 6 new CAN and 38 Call Centre stream standards were incorporated into the package.
The Telecommunications Drafting stream standards initially endorsed by NTB are not included in the
Telecommunications Training Package but numbers have been reserved for their future inclusion.
Content Quality
The endorsement by ANTA and its agencies and the validation by industry of competency standards for
the functional areas presented in the package indicate that the standards conform to the requirements
identified in the package guidelines. The standards for the Telecommunications Network and Call Centre
sectors have been developed to the same format and through the same processes. The Network standards
also conform to the requirements identified in the package guidelines.
In summary, all standards conform to the stated requirements in that they:
• reflect industry work outcomes across a range of technical functions and operational streams
• incorporate overlapping industry and cross industry standards qualifications where applicable
• fully reflect work outcomes, associated elements, specified performance criteria, contexts of
performance and the full range of skills and knowledge
• show skills and knowledge as part of the evidence guide attached to each unit of competency
• incorporate key competencies, language, literacy and numeracy skills and regulatory and licensing
requirements where applicable within the performance criteria, range of variables and/or evidence
guide
• apply access and equity principles and
• are suitable for flexible use by enterprises within the industry.

Technical Quality
The competency standards included in this package conform to the national format in all respects and
have been prepared in accordance with the Standards Best Practice Manual.
The range of variables statement attached to each competency unit fully describes the variations that can
apply to the performance of the unit–technology, work practice, specific enterprise differences, legislative
and regulatory conditions.
Evidence guides in all cases reflect unit elements, performance criteria and range of variables, together
with a full listing of underpinning skills and knowledge and the key aspects of assessment.
Process Quality
The standards in all cases have been developed under the auspices of a steering committee representative
of the industry.
Development and validation has been undertaken in conjunction with key industry players, people and
enterprises (large, medium and small) involved with all sectors of the industry, regulators,
telecommunication network owners, network users, State/Territory ITAB’s, State/Territory Training
Authorities and Training Providers both public and private.
The development process involved personnel from across industry and across all states and territories
using both workshop and interview formats. Initial validation involved these same personnel, whilst
secondary validation involved a wider cross section of the industry as well as groups involved with the
industry such as users, trainers etc.
Amalgamation of current standards into one set, enables fulfilment of the industry demand for full
flexibility of competency use. This approach enables competency selection to meet the needs of the
workplace as well as meeting the need to maximise career path development for employees and
prospective employees.
Customisation of individual standards can only occur within the range of variables provided minimum
requirements shown in the assessment criteria are maintained.
Review of the standards would normally occur along with the review of the total training package.
Facility exists for more regular review, given the high level of change to which the Telecommunications
and Call Centre industries are subjected, e.g., in regulation, technology and work practices.

Competency Standards Data

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

1. Maintain the integrity of the current competency based training system
2. Allow for flexibility within the technical sector to cover changes as a result of ACA regulations,
deregulation and boundary definition changes
3. Allow for a greater degree of flexibility for both the employer and the employee in developing
career paths
4. Allow greater degree of freedom in the development of delivery methodology
5. Recognise the similarities in activity between the various sectors within the telecommunications
industry (eg. CAN and Cabling, and CAN and Network) or between Call Centres across different
industries
6. Recognise the relationship of telecommunications cabling standards to ACA licensing regime
7. Facilitate industry use of competencies by identifying standards in streams and fields.
Technical Stream: Fields Call Centre Stream: Fields

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

List of Telecommunications Competency Units

* Denotes units associated with licensed cabling that must be assessed by nationally registered
assessors, approved by ACA.
Technical Stream Units
Unit Number Unit Title Technical
Stream
ICTTC001B Identify requirements for customer’s telecommunications equipment Cab/CPE
ICTTC002B Prepare design drawings and specifications for cable installation Cabling
ICTTC003B Estimate and quote on customer equipment installation Cab/CPE
ICTTC004B Schedule and supply cabling installation Cabling
ICTTC005B* Install cable support systems Lic Cab
ICTTC006B* Place and secure cable Lic Cab
ICTTC007A Vacant
ICTTC008B* Terminate metallic conductor cable Lic Cab
ICTTC009B* Place, secure and terminate structured cabling, twisted pair for Lic Cab
certification
ICTTC010B* Place, secure and terminate optical fibre cable Lic Cab
ICTTC011B* Place, secure and terminate coaxial cable Lic Cab
ICTTC012B* Install functional and protective telecommunications earthing system Lic Cab
ICTTC013B Perform an accurate cable system test Cab/CAN/

CPE
ICTTC014B Handover systems and equipment Cab/CPE
ICTTC015B Locate and identify cable system faults Cabling
ICTTC016B* Joint copper cable Lic Cab
ICTTC017B* Alter services to existing cable system Lic Cab
ICTTC018B* Install underground enclosures and pipe/conduit Lic Cab
ICTTC019B* Install underground cable Lic Cab
ICTTC020B* Construct aerial cable supports Lic Cab
ICTTC021B* Install aerial cable Lic Cab
ICTTC022B* Organise and monitor cabling to ensure compliance with regulatory and Lic Cab
industry standards
ICTTC023B Supervise cabling project Cab/CAN
ICTTC024B Provide high level consultancy and technical support in the CPE sector CPE

ICTTC025B Develop and deliver training associated with new and/or modified CPE
products
ICTTC026B Develop and deliver technical information to all company staff CPE
ICTTC027B Develop CPE installation project plans CPE
ICTTC028B Organise resources CPE
ICTTC029B Plan the development and growth of the telecommunications network Network
ICTTC030B Forecast service demand Network
ICTTC031B Prepare a project brief CAN/Net
ICTTC032B Undertake a civil site survey Network
ICTTC033B Develop project management plan Network
ICTTC034B Prepare a detailed design brief Network
ICTTC035B Organise material supply Network
ICTTC036B Undertake qualification testing of new or enhanced equipment and Network

systems
ICTTC037B Design a telecommunications project CAN
ICTTC038B Design an electronic network CAN
ICTTC039B Prepare project specifications CAN
ICTTC040B Assign a transmission path CAN
ICTTC041B Schedule resources CAN
ICTTC042B Undertake system administration Network
ICTTC043B Undertake network traffic management Network
ICTTC044B Co-ordinate fault rectification and restoration of service following Network

network outages
ICTTC045B Ensure that network changes are implemented as planned with minimal Network
impact to the customer
ICTTC046B Undertake network performance analysis Network
ICTTC047B Undertake management of the common channel signalling (CCS) Network

network
ICTTC048B Schedule customer premises equipment installation CPE
ICTTC049B Install customer premises systems and equipment CPE
ICTTC050B Install radio controlled customer premises equipment CPE
ICTTC051B Install PC based CPE system programs CPE
ICTTC052B Cutover new customer premises systems and equipment CPE

ICTTC053B Train customers CPE
ICTTC054B Provide infrastructure for telecommunications network equipment Network
ICTTC055B Install an antenna/wave guide Net/CAN
ICTTC056B Install telecommunications network equipment Network
ICTTC057B Test cable bearers Network
ICTTC058B Acceptance test new systems and equipment Network
ICTTC059B Commission telecommunications network equipment Network
ICTTC060B Integrate new systems and equipment into the telecommunications Network
network
ICTTC061B Cutover new and/or replacement network equipment Network
ICTTC062B Build a telecommunications tower/mast CAN
ICTTC063A Vacant
ICTTC064B Haul underground cable CAN
ICTTC065B Splice optical fibre cable CAN
ICTTC066B Joint and terminate coaxial cable CAN
ICTTC067B Rearrange and cutover cable CAN
ICTTC068B Install telecommunications service to a building CAN
ICTTC069B Install network cable equipment CAN
ICTTC070B Install mobile telecommunications in motor vehicles CPE
ICTTC071B Install Pay TV set top unit CPE
ICTTC072B Effect changes to existing CPE systems and equipment CPE
ICTTC073B Cutover CPE additions, moves and changes CPE
ICTTC074B Recover customer premises equipment CPE
ICTTC075B Refurbish customer premises equipment CPE
ICTTC076B Complete equipment/software upgrades Network
ICTTC077B Commission an electronic unit CAN
ICTTC078B Commission an electronic system CAN
ICTTC079B Schedule CPE maintenance CPE
ICTTC080B Undertake preventive maintenance (CPE systems and equipment) CPE
ICTTC081B Perform tests and fault diagnosis remote from customer premises CPE
ICTTC082B Locate and rectify CPE faults on site, on a first in basis CPE
ICTTC083B Locate and rectify complex CPE system and equipment faults CPE

ICTTC084B Provide expert advice and support on very complex CPE faults CPE
ICTTC085B Monitor, analyse and action telecommunications network alarms Network
ICTTC086B Undertake routine maintenance of the telecommunications network Network
ICTTC087B Undertake remote repair of network faults Network
ICTTC088B Locate and rectify network faults on a first in basis Network
ICTTC089B Repair and replace telecommunications network hardware Network
ICTTC090B Analyse and organise repair of complex telecommunication network Network

faults
ICTTC091B Analyse and organise repair of the most complex telecommunication Network
network faults
ICTTC092B Undertake outage management Network
ICTTC093B Manage spare parts Network
ICTTC094B Verify new software/hardware releases Network
ICTTC095B Conduct radio frequency measurements Network
ICTTC096B Conduct field tests of radio/wireless networks Network
ICTTC097B Conduct tests on handset enhancements and international roaming Network

agreements
ICTTC098B Monitor the capacity of, and recommend changes to, the mobile Network
network
ICTTC099B Remotely locate and identify cable network faults CAN
ICTTC100B Locate and diagnose cable faults CAN
ICTTC101B Locate and diagnose electronic faults CAN
ICTTC102B Repair electronic faults CAN
ICTTC103B Maintain cable network CAN
ICTTC104B Maintain an electronic system CAN
ICTTC105B Locate and rectify mobile telecommunications faults, on a first in basis CPE
ICTTC106B Locate and rectify Pay TV set top unit faults CPE
ICTTC107A Reserved for Telecommunications Drafting Competency Standard

ICTTC126B Complete all administrative work associated with CPE activity CPE
ICTTC127B Supervise worksite activities CAN
ICTTC128A Vacant
ICTTC129A Vacant
ICTTC130A Prepare site for support installation CAN
ICTTC131A Install an above ground equipment enclosure CAN
ICTTC132A Erect cable supports CAN
ICTTC133A Construct an underground enclosure CAN
ICTTC134A Fix aerial cable CAN
ICTTC135A Joint metallic cable CAN

ICTTC136A Install, maintain and modify premises communications cabling ACA Cabling
Restricted Rule
Open Rule
Lift Rule

Call Centre Stream Units

ICTTC200A Use telecommunications technology in receiving and making calls in the call centre
environment
ICTTC201A Use basic computer technology to process enterprise and customer data in a call centre
environment
ICTTC202A Use specific enterprise systems to satisfy customer requirements
ICTTC203A Navigate and interrogate specific enterprise systems to satisfy customer requirements
ICTTC204A Provide quality customer service
ICTTC205A Manage and build on relationships with customers
ICTTC206A Respond to inbound calls relating to a specific marketing campaign
ICTTC207A Conduct outbound telemarketing campaign
ICTTC208A Conduct telemarketing campaign involving selling of product/service
ICTTC209A Conduct data collection for market research, opinion polls, customer surveying
ICTTC210A Process sales of limited product/service from incoming inquiries
ICTTC211A Process sales of complex product/service and where customer is unsure of available
solutions
ICTTC212A Process sales which commit both customer and enterprise to considerable financial
commitment
ICTTC213A Provide support and assistance to customers on matters relating to particular products
/service
ICTTC214A Process general inquiries from customers and provide associated support and
assistance
ICTTC215A Provide support to staff and customers on all inquiries and on matters defending
enterprise policy
ICTTC216A Action reports of faults reported by customers relating to specific product/service
ICTTC217A Action reports of product/service faults reported by customers
ICTTC218A Negotiate with customers on major product/service faults
ICTTC219A Resolve complaints dealing with specific product/service
ICTTC220A Resolve customer complaints
ICTTC221A Resolve the more complex customer complaints
ICTTC222A Process low risk credit applications
ICTTC223A Process high risk credit applications
ICTTC224A Provide basic assistance to customers in relation to account inquiries

ICTTC225A Process complex billing/account inquiries from customers
ICTTC226A Handle to finality complex account matters, service severance and/or product return
for default
ICTTC227A Manage personal work priorities and professional development
ICTTC228A Provide leadership to call centre staff in the achievement of business goals and
objectives
ICTTC229A Establish and manage effective relationships within the call centre team environment
ICTTC230A Lead, participate in and facilitate the activities of a call centre work team
ICTTC231A Manage the operations of a call centre work team to achieve planned outcomes
ICTTC232A Manage information and information systems in a call centre team environment
ICTTC233A Lead a call centre team delivering quality customer service
ICTTC234A Develop and maintain a safe workplace and environment
ICTTC235A Implement and monitor quality and continuous improvement systems and processes
ICTTC236A Facilitate and capitalise on change and innovation
ICTTC237A Contribute to the development of a learning culture within the call centre team
environment
Note: A table of Call Centre equivalent units from other Training Packages is provided in Appendix 1.

Section 2:
Assessment
Guidelines


Section 2: Assessment Guidelines
Part 1: Telecommunications Industry Guidelines
Assessment System Overview

Benchmarks for Assessment
The benchmarks for all assessment in the Telecommunications Industry contained in this Training
Package are completely based on competency standards attainment.
The Training Package relates to both the technical component of the telecommunications industry and to
call centres.
The technical component has 4 main industry sectors in which national competency standards have been
developed: Customer Access Network (CAN), Customer Premises Cabling (CPC), Customer Premises
Equipment (CPE) and Network: Switching and Transmission Management.
Due to the requirements of a national licensing system, two assessment systems have been introduced to
satisfy the needs of the industry and regulatory authorities.
The assessment guidelines for this training package is therefore written in two parts:
1. guidelines which apply to the telecommunications industry generally (technical and call centres) and
2. guidelines which apply to the licensed cabling sector where they differ from the general application.
To assist understanding, the Assessment Guidelines–Part 2 Telecommunications Cabling (Licensing
Sector) has the same format for cross-referencing purposes.
The titles and numbering of all competency standard units included in this training package are listed in
Section 1–Competency Standards required for licensing purposes are identified with * after the unit
number.
Role of Registered Training Organisations

Training organisations nationally registered by State/Territory Training Authorities will deliver a range of
training products and services associated with the training package in accordance with Australian
Recognition Framework (ARF) arrangements.
The main responsibilities of Registered Training Organisations (RTO) providing the Telecommunications
Training Package are to:
• issue all Certificates, Diplomas and Statements of Attainment;

• record and maintain records of all competency standard assessment, including related off and on-the-
job training assessment, where required;

• organise the off and on-the-job assessment of competency standards, using qualified assessors and
nationally registered assessors for licensing standards as indicated in the section on “assessor
qualifications and training”;
• deliver relevant training programs (optional).
Assessment Pathways
The issuing of recognised qualifications within the telecommunications industry is based totally on
successful completion of a set or cluster of competency standards as outlined in Section 2–Qualifications
Framework.
Definition of Work Performance
The Telecommunications Training Package uses the term “work performance” to refer to either actual
work or to a variety of types of simulations.
Where a competency unit specifically states that assessment must occur as a “practical demonstration in
the work environment” the assessor must view real work before making an assessment decision. This
refers particularly to licensing assessment.
The following diagram indicates the 3 main assessment pathways used to reach a qualification.
Assessment pathway 1 shows entry for a new / inexperienced trainee, undergoing an off-the-job training
program which may include some assessment of competency standards applicable to simulated
environments, then moving into the work place to gain experience and develop competence, prior to
being assessed by a qualified assessor.
Assessment pathway 2 indicates direct entry of a new / inexperienced trainee into work place, gaining
competence through informal/formal on-the-job training and experience, prior to being assessed by a
qualified assessor in the workplace. It also indicates the possibility of undertaking concurrent off-the-job
training and/or competency assessment, where required.
Assessment pathway 3 is for applicants who have previous training and/or work experience, where they
are initially assessed by the RTO assessor/s and if deemed competent in sufficient standards, they would
be eligible for the awarding of a relevant qualification. Where standards are incomplete, applicants
would be required to undertake further work experience and/or training to satisfy the requirements.
Refer diagram figure 2 for an overview of the competency standards assessment process.

A s s e s s m e n t P a th w a y s to a T e le c o m m u n ic a tio n s Q u a lific a tio n
Q u a lific a t io n
aw a rd ed
O f f- th e -J o b by RTO
1 W o rk P e rfo rm a n c e
T ra in in g
a n d C o m p . S td .
P ro g ra m
A ssessm ent
W o rk P e rfo rm a n c e
a n d C o m p . S td .
A ssessm ent
O n -t h e - J o b
O n -t h e - J o b
R e c o g n is e d
q u a lific a tio n
2 W o rk P e rfo rm a n c e b as ed o n the
In fo rm a l
a n d C o m p . S td . a t ta in m e n t o f
T ra in in g
A ssessm ent a n um ber of
c o m p e te n c y
s t a n d a rd s
Som e
F o rm a l
C o m p .S td .
T ra in in g
A ssessm ent
O n o r O ff -t h e - J o b
3
R P L A ssessm ent
T ra in in g C o m p .S td .
P ro g ra m A ssessm ent
O n o r O ff-t h e - J o b (If re q u ir e d )
b jb file tp c c a s p 1 .p p t 1 3 /0 8 /9 8
Traineeship Pathways
Full-time entry level traineeships will be encouraged for participants wishing to attain any Certificate 2
and 3 qualifications within this Training Package. The delivery of these traineeships will be generally
modelled on assessment pathway 2, however a combination of pathways 1 and 2 may be useful
proposition for those wishing to seek or obtain employment outside of major city areas.
The possibility of a part-time entry- level traineeship over a longer time period is another alternative.
This would allow participants to continue with a secondary education study program, whilst also
undertaking an off-the-job training program and part-time employment (and/or work placement) to gain
experience and develop competence to meet the standards required for a vocational telecommunications
qualification.
Further information on traineeships is given in Section 2–Qualifications Framework.

Recording Assessment Outcomes

The recording, storing and retrieval of all final competency standard assessment outcomes and related
training program results will be provided by the RTO.
Qualifications Reporting
On completion of a recognised qualification, issued Certificates, Diplomas and Advanced Diplomas
should comply to the AQFAB requirements for such an award and must also include the competency
standards attained within the award.
T e le c o m m u n ic a tio n s In d u s tr y
C o m p e te n c y S ta n d a rd s A s s e s s m e n t P ro c e s s
T ra in in g P a c k a g e
E nd orsed C o m p on ent
C o m p e te n c y A ssessm ent
S ta n d a r d s G u id e lin e s Q u a lific a tio n s
R e g is te r e d T ra in in g O r g a n is a tio n
(R T O )
R T O is s u e s A w a r d s a n d
Q u a lific a t io n s S ta t e m e n ts o f A t ta in m e n t
R e s p o n s ib le fo r re c o rd in g , s to rin g
a n d re trie v a l o f a ll in fo rm a tio n
T ra in e e a s s o c ia te d w ith q u a lific a tio n r e c o rd s .
R T O (S ta f f)
O f f- th e -J o b A p proved
O f f- th e -J o b
C o m p e te n c y A ssesso r
T ra in in g
S ta n d a r d s
P ro g r a m
A ssessm ent
RTO
A p proved
W o r k p la c e E x p e rie n c e A ssesso r
T ra in e e
F o r m a l / In fo rm a l
O n -t h e - J o b
O n -t h e - J o b
C o m p e te n c y
T ra in in g
S ta n d a r d
P ro g r a m
A ssessm ent
o th e rs in v o lv e d in
assessm ent process
b jb file tic s p m 0 2 .p p t 1 3 /0 8 /9 8

Assessor Qualifications
Assessment against the competencies in the Training Package will be carried out in accordance with these
endorsed guidelines. The guidelines include the necessary qualifications for those conducting
assessments and provide for those situations where more than one person may contribute to the
assessment, and where the required technical and assessment competencies may not be held by any one
person.
To assess the Telecommunications Industry competency standards an assessor should meet four
requirements:
• successful completion of the 3 competencies contained in the Training Package for Assessor and
Workplace Training:
BSZ401A Plan assessment
BSZ402A Conduct assessment and
BSZ403A Review assessment
Or deemed equivalence units:
: Conduct assessment in accordance with an established assessment procedure and
: Extension unit: Plan and review assessment;
• be competent in or be specially qualified in the area under assessment;
• know the competency standards and their assessment requirements for the range of units they are
approved to assess;
• know current industry practices for the job or the role against which the performance is being
assessed.
Using Qualified Assessors

The assessment of the competency standards will be the responsibility of the RTO and they can be
implemented using a number of approved alternatives:
• assessment by an approved staff member of the RTO who meets all four assessor qualification
requirements;
• assessment by an RTO approved person who meets all four assessor qualification requirements; or
• assessment by an approved staff member or RTO approved person who is assessor trained and
qualified, but may not be competent and/or not fully conversant with current industry practices
associated with the particular area under assessment. In these circumstances, the approved assessor
would be required to develop processes which utilise the expertise of others within the workplace.
All assessors who are not directly employed by the RTO will have to be recognised by the RTO issuing
the award, as approved agents to carry out the assessment role.

Guidelines for Designing Assessment Materials

The guidelines for designing assessment materials will be based on the following principles, methods and
general format for assessing competence.
Principles for Assessing Competence:

When developing or selecting processes to deal with assessment, these general principles should be
considered as fundamental requirements of the system adopted:
• Access and participation: Processes should actively encourage and support the participation of
individuals.
• Fairness: Processes should be valid and just. Participants must be confident that the procedures and
results are fair.
• Openness: Decisions, criteria and procedures should be open to scrutiny by both participants and
implementors.
• Practicality: Overall effectiveness and efficiency of the system should be practical, realistic, cost
effective and reflect the needs of the organisation and individual participants.
• Quality of outcomes: Outcomes should provide results which clearly ensure reliability and validity
of application.
Regardless of the assessment purpose, the three key characteristics that must be reflected in the
procedures and practices are:
• Validity: The skills and knowledge to be checked should be assessed using a methodology that
measures what is supposed to be checked. The method or procedure should be relevant to the way in
which the application would occur in the workplace.
• Reliability: Assessment processes must have the capability to produce consistent results. This
includes the need to provide sufficient evidence to make adequate decisions.
• Credibility: Processes and methodologies should ensure both internal and external acceptance. This
includes meeting any safety or legal/regulatory requirements which may relate to the skill or
knowledge being assessed.
Methods of Assessment of Competence

The process of assessment requires the gathering and interpreting of evidence and the formation of a
judgement about a person’s competence. The process of determining the assessment method can best be
arrived at by addressing three fundamental questions:
1. What is to be assessed?
2. What type of evidence will be required?
3. How can the evidence be gathered?
Basically, the evidence required can be categorised into three types and these will control the way in
which the evidence is collected.

Performance Evidence
Practical demonstration of processes or products, such as:
• direct observation in the workplace

• examples from the workplace
• simulations of workplace activities
Knowledge Evidence
Assessment of knowledge and thinking skills, such as:
• oral questioning
• multiple choice tests
• short answer written tests
• projects / assignments
Evidence from Previous Achievements
Assessment, through indirect means, of performance or knowledge competencies already held, such as:
• official certificates
• verified statements confirming competency
• verified reports
Assessment time-frames
Assessment is often assumed to be a short term event, covering a period of perhaps an hour, and giving
the applicant one opportunity to meet certain performance requirements. In fact, the time-frame over
which a full assessment can or should be completed is one in which a range of options exist.
If the assessment process can be designed to collect evidence over an extended period, then a number of
advantages emerge. For example:
• Evidence can more easily be collected during the course of normal productive work with little or no
effect on productivity.
• Where the trainee is undertaking a formal training course, the assessment process can be integrated to
improve the effectiveness of the learning by progressive feedback.
• Frequent monitoring of the trainee’s abilities, and the opportunity to repeat parts of the learning
process, ensure that he or she is better prepared for assessment.
• The reliability of the assessment is likely to be high because evidence can be accumulated through
repeated observations.
• There is a lower risk of dissatisfaction and appeal against the judgement.
• The feeling of a “final test” for the trainee, which may result in nervousness and performance below
the trainee’s real capacity, is avoided.
• It may be easier and less expensive to establish competency over a broad range of variables.

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

The assessment requirements of telecommunications industry competency standards are defined within
the standard’s performance criteria and specific details are identified within the range of variables and
evidence guides.
In designing materials, it will be important to specify the roles, processes and assessment criteria for all
parties involved in the assessment activities.
Where competency standards have specific knowledge and skill components, assessment materials should
clearly identify these requirements to avoid unnecessary assessment duplication, particularly where off-
the-job training programs are undertaken.
To ensure greater consistency and improved reliability in the assessment of standards, the
telecommunications industry intends to have assessment materials developed for every competency
standard unit within the non-endorsed component of the training package.
The guidelines for developing competency standards assessment materials are based on the following
characteristics:
• industry partnerships
• workplace learning
• entry assessment
• planning and scheduling of workplace experience
• competency development
• industry partners assisting competency development
• assessment by review of evidence of competency
• assessment by individuals and/or panels
• facilitator management of learning and assessment activities.
Process for Determining Competence

The level of competence attained within any telecommunications standard will be based on the principle
that a successful assessment reflects a participant who is performing the related work at a level requiring
minimum or “limited” supervision.
The preferred approach to assessing the competency standards on the job is when the trainee can
demonstrate via evidence and/or performance records, that the relevant elements of the competency
standards are continuously being met.
The overall intention of the level of assessment of competence within the package, is not to indicate that
the trainee is an “expert” in the field, but to ensure the trainee is “work-ready and competent” to function
under limited supervision at the completion of their training program.

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

The assessment of competency standards is implemented via assessment criteria and processes set out in
the competency standard unit and they are facilitated by either an RTO staff assessor or RTO approved
assessor, using other local expertise where necessary.
The responsibility of an assessor for conducting an assessment may be broader than the assessment
activity, since it may also require them to be the “facilitator” of the learning / assessment program, who
plans and manages the processes in conjunction with the trainee and the industry partner.
The guidelines for implementing the total assessment process of a competency unit is diagrammatically
set out in the flow diagram in figure A2, where the roles, stages and responsibilities are represented.
Although in many cases the assessor will also undertake the role of facilitator of competency assessment
processes, the role of facilitator (shown in figure A2) may be undertaken by an approved RTO person,
provided the final assessment of competency is determined by the approved assessor.

Competency Standard Assessment: Implementation Plan

The following plan describes the recommended implementation framework for a competency standard
assessment unit within a Telecommunications Training Package. In most instances, the facilitator shown
will also be the assessor. Figure 2
Gather evidence of
• Learner Initial evidence
prior competency
reviewed
•Facilitator/Assessor development
Initial assessment of
• Learner No evidence of
competency
competency
• Facilitator/Assessor development
Planning and
scheduling of
workplace activities
• Learner Workplace competency

development
• Facilitator/Assessor
Gather evidence of
• Learner
competency
• Industry Partner development
• Learner Compiled evidence of

Assessment
competency
• Assessor
Competency not
Competency achieved
achieved
Record unit completion

• Assessor in RTO record system
Competency Standard Assessment : Implementation Plan bjb file tpcsaipn 13/08/98

Part 2: Telecommunications Licensed

Cabling Assessment Guidelines
Assessment System Overview
The Australian Communications Authority (ACA -ex AUSTEL) has worked closely with TITAB and the
telecommunications cabling industry to establish a new national licensing system based on competency
standard attainment.
To ensure the assessment system outcomes are both reliable and consistent nationally the licensing
authority (ACA) requires all assessors of licensing standards to be nationally registered and that a record
of all assessment be centrally available to enable compliance audits and licence validation processes to be
carried out by ACA.
The costs associated with issuing a Cabling Licence are paid by the applicant on successful completion of
the licensing requirements. Any fees to be paid by assessors in becoming licensed, qualified or registered
will be paid by the assessor.
Benchmarks for Assessment

The following assessment guidelines specify the different assessment requirements that are applicable to
the licensing standards. The major difference between the two assessment systems is that the licensing
standards must be assessed by nationally registered assessors.
The new Base Cabling Licence (BCL) and BCL endorsements can only be issued by the Licensing
Authority on the presentation of successful completion of designated competency standards, identified in
completion statements provided by registered assessors.
Although licenses will be issued on individualised statements of competency attainment, the issuing of a
recognised qualification will be based on clusters of standards as specified in the Qualifications
Framework (Section 3).
The titles and numbering of all competency standard units included in this training package are listed in
Section 1. Competency Standards required for licensing purposes are identified with * after the unit
number.
Role of Registered Training Organisations

The role of Registered Training Organisations (RTO) will be the same as the non licensing sector detailed
in part 1, except for the use of registered assessors to assess those competency standards specified for
licensing purposes.
Partnership Arrangements
Where appropriate IT&Titab will facilitate the development of partnerships between State bodies and
Registered Training Organisations (RTO).

Telecommunications Training Package
Assessment Pathways
The national telecommunications Base Cabling Licence (BCL) and licence endorsements are issued on
successful completion of designated competency standards assessed by registered assessors. All BCL
standards must be assessed on-the-job, whereas licence endorsement standards may be assessed on-the-
job or off-the-job in simulated environments.
The assessment pathways for a cabling licence or licence endorsements are exactly the same as the three
assessment pathways to a telecommunications qualification, described in Part 1.
For all three pathways, persons can apply for the BCL or licence endorsements as soon as they have
gained the necessary competency standards, without completing all the requirements for the qualification.
Recording Assessment Outcomes

The assessment recording system for licensing assessment outcomes will be the same as described earlier
under “Assessment Guidelines for the Telecommunications Industry”.
The role of the registered assessor within this system will be to provide the RTO and the trainee with a
record of all competency standards assessment undertaken.
All competency standards required for the BCL are also recorded in a trainee “Work Experience and
Achievement Log”. Once the BCL has been issued, the licensing authority’s recording system forms the
basis for record keeping. A base licence implies to the industry that the individual has successfully
completed its six core standards, with each additional licence endorsement representing further
attainment of specified standards.
Reporting Assessment Outcomes

Generally, the reporting system will be the same as described in part 1 for the wider Telecommunications
Industry.
The Assessor will supply results of each assessment to the RTO for the purpose of issuing qualifications
(where appropriate) and to the licensing authority via the applicant, for the purpose of issuing a licence.
All registered assessors must provide the registration body with a 3-monthly report of all competency
assessment undertaken during that period.
© Australian National Training Authority

36 ICT98
Te leco m m un ica tions In dustry C o m p eten cy S ta ndards A ss essm ent P rocess : Licens ing S e cto r
R eco gnise d Trainin g O rg an is ation

(R TO )
R T O issu es A w a rd s an d
Q u alifications S tatem ents of A tta inm ent
R esp o nsible fo r re co rd ing , storing
a nd re trieval o f all in form atio n
T rainee a sso cia ted w ith qu alificatio n re cord s.
T rain ing P ack age

S pe cific
O ff-the-Job TIT AB
N u m b er o f
T rainin g N atio nal
E nd orsed co m p one nt C o m p eten cy
P ro gram R eg ’d R T O R efe ren ce
S ta nd ard s
C om p. A s se s s’t A ss esso r A ssessm e nt
Stand a rd s G u ide line s Q u al’s
C om m ittee
R es p on sib ilities :
OR • Asse sso r R egistra tion
• Appeals
• Q u ality Assuran ce
R eg iste re d
T rainee req uires w orkplace a ctiv ities W orkp lace A ss esso r
an d e xpe rie nce to d eve lop th e ne cess ary
co m p ete nce to m ee t th e a ssess m e nt
requ irem e nts of the sta nda rd s.
T rainee
L icen sing A u thority C o m p eten cy

S tan da rd s
Issu es R C L an d B C L and
A ss esse d
Licence En dorse m ents O n co m p le tio n o f
sp ecifie d stan d a rd s o n-the-job
train ee s a pply fo r
lice nce via sign e d T ra ine e S up erviso r
a ssesso r e vid e nce R e cord
o f achieve m e nt
B arry Brin kw orth File ticslp 01.p p t 13 /0 5/9 7 F igu re A3

Appeal and Reassessment Process

The approved appeals mechanism for the assessment of competency standards within the licensing sector
is as follows:
Stage 1: Local Level

• When a trainee or employer expresses disagreement with the process or result of an assessment, and
this is not resolved by normal discussion, the assessor must make the trainee aware of the appeals
process.
• Any trainee in disagreement with an assessor will be encouraged to reapply for assessment through
the same process as the disputed assessment.
• Trainees or employers who do not want to take this option should approach a representative of the
Employer’s Training Committee (ETC) or its recognised appeals process and ask for the appeal to be
dealt with by that committee. In small enterprises, the request should be made to the senior person in
the company.
• Where no appropriate ETC exists, or the ETC does not wish to resolve the issue, the appeal may be
referred to the National Reference Assessment Committee (NRAC) who will arrange for appropriate
representatives to address it.
• The ETC may arrange for a repeat assessment by a different assessor who is acceptable to the
applicant and the employer.
• The NRAC will have no involvement in the local appeal processes unless the appeal cannot be
resolved.
Stage 2: National Level

• The NRAC will establish set procedures for addressing appeals and publish a yearly calendar of
meeting dates. This process will include the opportunity for employer and union representatives to
participate in investigations and recommendations relating to appeal.
• The applicant will pay a nominal fee for all appeals to the NRAC. This fee may be refunded to
successful appeal applicants.
• Decisions on appeals made by NRAC will be final.
• Assessors who are considered to be unsuitable through these processes will have their registration
withdrawn and will no longer be able to assess any trainee until they are retrained, assessed and re-
registered by IT&Titab.

National Reference Assessment Committee

Role of Committee
Under the jurisdiction of IT&Titab, a formal committee will be formed and known as the National
Reference Assessment Committee (NRAC).
The purpose of this committee will be to monitor all aspects of the assessment system and undertake to
perform three main tasks:
1. Assessor registration
A national register of all telecommunications licensing assessors will be implemented for ACA by
IT&Titab which will determine the eligibility of all assessor applicants before their inclusion on the
register and the issuing of the “Registered Telecommunications Cabling Competency Standards
Assessor” number and endorsements they are eligible to assess.
RPL assessors of competency standards (who must also be registered assessors) will be identified by
the letter “R” at the end of their assessor number.
2. Assessment appeals
Any unresolved appeals which have passed through the approved appeals mechanism at enterprise
level, indicated in previous section, will be resolved by the NRAC.
3. Monitor and improve the assessment system
All aspects of the assessment system will be monitored by the NRAC, including the responsibility to
carry out an assessment audit function. The major purpose of this monitoring role is to ensure the
integrity of the assessment system and the on-going improvement of all processes and procedures.
Structure of Committee
The structure of the NRAC should be kept to a small core representative group (nominated through
IT&Titab) with the power to co-opt others, when required.
The chairperson of the committee will be nominated from the core members and administration duties
would be performed by IT&Titab. During the initial stages, the NRAC would need to meet regularly to
get the assessor registration requirements in place. However, this workload would reduce after the initial
establishment period.
Due to possible availability problems of some core members, particularly in the initial stages of setting up
the system, it may be necessary for each core member to have an approved deputy to avoid unnecessary
delays.

External Audit of Assessment Process

The external audit process for the licensing component is a function of the above National Reference
Assessment Committee and can be initiated via requests to IT&Titab from the Licensing Authority,
industry representation or State / Territory Training Authorities.
The extent and type of external audit will depend upon the nature of the required outcomes and the
funding arrangements available to carry it out.
The registered assessor system receives a 3-monthly return from all assessors, detailing the assessment
outcomes carried out during that period. This information can be readily used in the validation of
assessment results and the issuing of licences.
Review and Maintenance of Assessment System

A major role of the NRAC is to monitor, review and improve the assessment system via IT&Titab for all
competency standards used in the licensing sector.
Assessor Qualifications and Training
Assessor Qualifications
To be qualified as a registered assessor or RPL assessor to assess the telecommunications competency
standards for licensing purposes involves successful completion of two requirements:
• successful completion of the 3 competencies contained in the Training Package for Assessor and
Workplace Training:
BSZ401A Plan assessment
BSZ402A Conduct assessment and
BSZ403A Review assessment
Or deemed equivalence units:
: Conduct assessment in accordance with an established assessment procedure and
: Extension unit: Plan and review assessment;
• be competent in the competency standard under assessment.
In exceptional circumstances approved through IT&Titab’s registration process, trained assessors not
competent in the area under assessment may apply for registration if they can demonstrate assessment
processes that include the assistance of competent operators.
Registered RPL assessors are also required to successfully complete an approved RPL assessment
training program.

Using Qualified Assessors

All registered assessors can assess in any context in which they have been registered as competent, either
in the workplace where prescribed or in other environments permitted in the standards.
Assessment of on-the-job standards will be undertaken by registered assessors, who are normally
supervisors, competent operators or skilled trainers trained for the task or in the case of small employers,
they may be “external” assessors who come into the workplace to carry out the assessment tasks.
External registered assessors will also need to be approved or attached to specific RTO’s.
In cases that are difficult to service, an assessor who may not be competent in the area under assessment
can obtain special registration provision. Such assessors must submit a statement showing their processes
for assessment, including how they will use competent staff to assist in the assessment process.
All registered assessors who are not directly employed by the RTO will have to be recognised by the
RTO issuing the award, as approved agents to carry out the assessment role.
Assessor Training
Because ACA’s licensing system is national, it is desirable to have specific training programs for
assessors of telecommunications cabling standards to ensure understanding of the assessment system and
to provide contextual assessment practice using relevant materials.
However, the reality will be to organise specific programs (where practical) while in many other
situations relying on generic training programs for assessors to meet the registration requirements. To
assist specific programs and generic courses, assessment materials will be provided by IT&Titab on
request.
All assessors of competency standards will be required to have successfully attained the assessor
standards and although it is not mandatory, the Telecommunications Industry prefers two to three days
training programs which also require participants to undertake at least one full assessment activity in the
workplace.
Assessor Registration
The quality and consistency of the assessor’s performance is the key to reliable assessment and the use of
a national registration process will provide a further quality assurance mechanism for the assessment
system serving the licensing sector.
Assessors will be trained to meet the assessor competency standards and registered within a national
system under the direction of ACA via IT&Titab using the National Reference Assessment Committee.
The formal assessment of any competency standard unit required for licensing purposes will only be
accepted when the assessor is known and recognised by this system.
To be placed on the register, assessors must meet the two requirements indicated under Assessor
Qualifications. Assessor registration will last for three years, after which time, the assessor will be
reviewed, and where appropriate, re-registered by IT&Titab.

On registration the assessor will receive a Registration Certificate, a Registration Card which they should
present to a trainee to validate their eligibility to assess specific standards and an Assessor’s Manual
which describes the roles, procedures and assessment criteria for all licensing standards. In order to be
nationally recognised, assessment will be conducted in accordance with the assessment guidelines,
procedures and criteria contained in the Assessor’s Manual, using the official recording forms provided.
Assessors must be fully familiar with the work being done by the trainee during an assessment and be
competent in the area being assessed. Other than in exceptional circumstances approved through the
IT&Titab registration processes, it will be a requirement for the assessor to be competent in the area
under assessment. Assessors registered in the exceptional circumstances category are identified by an
“x” prefix in their registration number.
RPL assessors of competency standards must be registered assessors who have also successfully
completed an “approved” RPL assessors course. RPL assessors will be recognised by the letter “R”
appearing at the end of their assessor’s registration number.
Examples:
V00671 [Registered Comp. Std. Assessor based in Victoria]
T00943R [Registered RPL and Comp. Std. Assessor based in Tasmania]
Prefix letters represent the following States/Territories: Queensland = Q, NSW = N,
Victoria = V, SA = S, WA = W, Tasmania = T, Canberra = C, Northern Territory = D.
Access to Assessor Register Information

The background information stored in the assessor register data bank will be kept private and confidential
and will not be available to persons or companies: except for public information which would show the
assessor’s name, number, competency standards eligible for assessment and contact telephone number.
This public information is necessary for the Regulatory Authority and State Training Authorities’
records, and may also be a valuable resource to small employers, wishing to use external assessors for
trainee assessment.
Individual assessors will have the right to access their own details for accuracy.

Professional Development of Assessors

The assessment of competency standards by registered assessors is the crucial link for ensuring the
quality of the training system. All efforts will be made to monitor assessor activities via the details
provided in assessor 3-monthly and other review practices.
Regular newsletters will be issued to assessors and RTO’s to provide updated information and assessor
networks will be fostered. Statewide workshops will also be implemented where possible, if sufficient
funds are available.
Three-year registration will be used as a screening device to encourage assessors to keep up-to-date with
current assessor practices, as well as the latest cabling products and installation practices and regulations.
The requirements for assessor registration renewal will be determined by the NRAC.
The assessor registration fee will be used to assist in maintaining the assessor registration system,
assessor manual and newsletters.
Guidelines for Designing Assessment Materials

In general, the previous section’s guidelines will apply for designing assessment materials
Assessment of competency standards for the licensing sector will be clearly identified within the assessor
manual, where the guidelines for developing the assessment materials are centered around the processes
involved in determining at what point a person is considered competent and whether the standard is core
or specialist.
As a compromise to maintain quality and keep assessment costs to a minimum, the assessment system for
the licensing sector standards is based on the principle that core standards must be assessed on the job.
Specialist standards, although desirable to assess on the job, can be assessed in simulated environments.
The underpinning reason behind this requirement is to ensure that all the basic generic skills have been
developed, practised and assessed across a wide range of conditions and work settings. Having
established this solid foundation, the trainee is well prepared to undertake further specialist units, where
the need to demonstrate all aspects of these competency standards in the workplace has diminished, since
the generic skills have already been proven and the assessment tasks can concentrate on the specialisation
requirements.
Process for Determining Competence

The process for determining competence for the licensing standards required for a Base Cabling Licence
is associated with core standards which must be assessed on-the-job.
For the duration of their core training period *, trainees will be required to keep a record book which
contains a history of work experience and a listing of all training modules and competency standards
achievement. The work experience log will require the trainee to write a brief, daily summary of the
experience undertaken and include the number of hours involved. Each daily entry will be validated by
the trainee’s immediate supervisor, via the countersigning of the entry and the recording of the degree of
supervision provided.
Note*:

The core training period refers to the time required to complete the core competency units ICTTC005B,
ICTTC006B, ICTTC008B, ICTTC012B, ICTTC017B and ICTTC022B.
The 1997 Telecommunications Act requires all trainees to be supervised and ACA’s definition of this
statement, implies that trainees shall be “under the direct supervision of an ACA- GPC or Base GPC
licensed cabler” for the full period of the core training experience.
Under these conditions, licensed cabling supervisors will be requested to select from a range of three
levels, the most appropriate statement that reflects the amount of supervision required by the trainee.
Level 1: where close or continuous assistance is required.
Level 2: where regular supervision is required and further direction is generally necessary.
Level 3: where only minimal supervision is required to successfully complete the tasks undertaken
(within ACA’s supervision requirements).
The preferred approach to assessing the competency standards on the job is that the trainee can
demonstrate, via records in the work experience book, that the relevant elements of the competency
standards are continuously being met under limited (level 3) supervision. At this point, the trainee can
request to be assessed by an assessor.
Guidelines for Conducting Assessments

The guidelines for conducting assessments for all standards required for base licensing purposes will be
specified for trainees within the Work Experience and Achievement Log and for registered assessors in
the Assessor Manual.
However, due to the nature of the Telecommunications Industry, it is realised that the chance of an
assessor being immediately available to examine trainees against the standards will vary considerably
between employers. Some employers may decide to have assessors meet with trainees on a regular basis
for review and assessment, whereas others may implement an appointment process that is initiated by the
trainee. These standards may be assessed one at a time or in groups.
The role of the registered assessors is to assess via the reviewing of evidence, questioning and/or
observation of performance that the knowledge, generic skills and associated safe work practices related
to the competency standards have been achieved.
On successful completion of a competency standard, the registered assessor will be required to complete
the assessor certification sheet in the trainee’s record book and retain a copy for their own records.
Unsuccessful attempts to complete competency standards will require the assessor to clearly report in
writing to the trainee areas of achievement and deficiency.
When trainees have completed all competency standards required for licensing purposes, the assessor will
complete the relevant form in the record book and the trainee will submit the form with their licence
application as evidence of successful completion of the relevant standards.
Throughout the on-the-job experience program, trainees who believe they have been unfairly assessed or
have other grounds for dissatisfaction with their assessment of competency standards, will be able to
appeal against their result.
The assessment of specialist standards required for licence endorsements does not require a record book
and in many instances, they can be assessed as part of a complete training / assessment package
completed off-the-job.

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

Sources of Information on Assessment
Relevant Organisations
National and State/Territory Industry Training Boards
National
IT&Titab Suite 3, 139 Queensberry St, Carlton, Victoria, 3053
Tel: (03) 9349 4955 Fax: (03) 9349 4844
Victoria
Electrotechnology Printing First floor, 1024-1038 Lygon St, Nth Carlton, Vic, 3054
Information Technology & Tel: (03) 9381 1366 Fax: (03) 9381 1427
Communications ITAB
New South Wales

NSW Communications ITAB 50 O’Dea Avenue, Waterloo, NSW,
Mail: PO Box 505, Engadine, NSW, 2233
Tel: (02) 9313 8242 Fax: (02) 9313 8523
Queensland
Qld Information Industries’ Unit 2b, 17 Peep St., South Brisbane, Qld.
Training Advisory Board Mail: PO Box 3360, Business Centre, South Brisbane, Qld, 4101
Tel: (07) 3846 3566 Fax: (07) 3846 4155
South Australia
SA Information ITAB Suite B, 1st Floor Southern Cross
52-62 King William St, Adelaide, SA
Mail: GPO Box 2498, Adelaide SA, 5001
Tel: (08) 8211 7666 Fax: (08) 8211 7033
Western Australia
WA Utilities Electro-technology Suite 3 & 4, 207 Balcutta Rd, Balcutta, WA, 6021
& Communications ITAC Mail: PO Box 597, Balcutta, WA, 6021
Tel: (08) 9240 2688 Fax: (08) 9240 2930
Tasmania
Tas. Arts & Communications 434 Elizabeth St, North Hobart, Tas, 7000
ITAB Tel: (03) 6234 9422 Fax: (03) 6234 9422
Northern Territory
Electrotechnology & Utilities First Floor, 75 Wood St, Darwin, NT, 0800
Training NT Mail: GPO Box 1388, Darwin, NT, 0801
Tel: (08) 8999 3575 Fax: (08) 8999 3577
A.C.T.
Communications Information Mail: PO Box 3119, Belconnon, ACT, 2617
Technology & Printing ITAB Tel: 0500 886 681 Fax: 0500 886 681
State/Territory Training Authorities

National
Australian National Training AMP Place, 10 Eagle St., Brisbane
Authority Queensland, 4001
(ANTA) Tel: 07 3426 2300
Fax: 07 3246 2490
Victoria
Office of Technical and Further Level 6, Rialto Building South Tower, 525 Collins St, Melbourne,
Education (OTFE) Vic, 3000
Tel: (03) 9628 3585 Fax: (03) 9628 3116
New South Wales

Dept. Technical Education Co- Fourth floor, 1 Oxford St, Darlinghurst, NSW, 2010
ordination Mail: Locked Bag 53, Darlinghurst, NSW, 2010
(DTEC) Tel: (02) 9266 8130 Tel: (02) 9266 8111
Fax: (02) 9266 8053
Queensland
Dept. Employment, Vocational 30 Mary St, Brisbane, Qld, 4000
Ed. & Training Industrial Mail: Locked Bag 527, GPO, Brisbane, 4001
Relations (DEVETIR) Tel: (07) 3247 5037 Fax: (07) 3247 0356
South Australia
Dept. Employment, Training 31 Flinders St, Adelaide, SA, 5000
and Further Education SA Mail: GPO Box 2352, Adelaide, SA, 5001
(DETAFE-SA) Tel: (08) 8226 3490 Fax: (08) 8226 0816
Western Australia
WA Dept. of Training 151 Royal St, East Perth, WA, 6004
Tel: (08) 9235 6222 Fax: (08) 9235 6224
Tasmania
Dept. Industrial Relations, Level 1, 101 Murray St., Hobart, Tas, 7000
Vocational Education and Mail: GPO Box 587, Hobart, Tas, 7001
Training (DIRVET)
Northern Territory
NT Employment and Training Second floor, Westpac Building, Cnr Smith & Peel Sts, Darwin,
Authority NT, 0800
(NTETA) Mail: GPO Box 4821, Darwin, NT, 0801
Tel: (08) 8989 4223 Fax: (08) 8989 4222
A.C.T.
ACT Vocational Training Third floor, DAS Industry House, 7-9 Moore St, Canberra City,
Authority (ACTVTA) ACT, 2601
Mail: PO Box 1982, Canberra City, ACT, 2601
Tel: (06) 205 7777 Fax: (06) 205 7045

Australian Communications Authority:

Formerly AUSTEL
Central Office Tel: (9963 6824 Fax: (03) 9963 6970
Cabling Team Email: cabling@aca.gov.au
Postal: PO Box 13112, Law Courts Post Office
Melbourne, Victoria, 8010
ACA Licence Applications Teledata Licensing (Aust) P/L (NECA NSW)

and Information PO Box 1106, Burwood North, NSW, 2134
Tel: 02 9744 2458
Standards Australia Offices
Victoria 19-25 Raglan St, South Melbourne, Victoria, 3205

Tel: (03) 9693 3555 Fax: (03) 9696 1319
New South Wales 1 The Crescent, Homebush, NSW, 2140

Mail: PO Box 1055, Strathfield, NSW, 2140
Tel: (02) 9746 4600 Fax: (02) 9746 3333
51 King St, Newcastle, NSW, 2300

Tel: (049) 29 2477 Fax: (049) 29 3540
Queensland 67 St Pauls Terrace, Spring Hill, Queensland, 4000

Tel: (07) 3831 8605 Fax: (07) 3832 2140
South Australia 53 Green Hill Rd, Wayville, SA, 5034

Tel: (08) 8373 4140 Fax: (08) 8373 4124
Western Australia 1274 Hay St, West Perth, WA, 6005

Tel: (08) 9321 8797 (08) 9321 2929
Tasmania Suite 2, 237 Elizabeth St, North Hobart, Tas, 7000

Tel: (03) 6231 5885 Fax: (03) 6231 5886
Northern Territory c/- Territory Construction Association, 191 Stuart Hwy,

Parap, NT, 0820
Tel: (08) 8981 9666 Fax: (08) 8941 0275
A.C.T. Gallery Level, The Boulevard, City Walk, Canberra, ACT, 2601
Tel: (06) 249 8990 Fax: (06) 249 8989

Competency Standards, Training Curriculum and Learning

Resources
IT&Titab Suite 3, 139 Queensberry St, Carlton, Victoria, 3053

Tel: (03) 9349 4955 Fax: (03) 9349 4844
Australian Training Products Level 5, 321 Exhibition St, Melbourne, Vic, 3000
Ltd Mail: GPO Box 5347BB, Melbourne, Vic, 3001
Tel: (03) 9630 9836, (03) 9630 9837
Fax (03) 9639 4684
Resources for Assessment and Assessors

Assessment of Competencies / Recognition of Prior Learning
• Australian National Training Authority 1995 Competency Standards for Assessors ANTA/ National
Assessors and Workplace Trainers Body, Clovelly, NSW
• Australian National Training Authority 1997 A Guide to the Competency Standards for Assessment
ANTA/National Assessors and Workplace Trainers Body, Clovelly, NSW
• Hagar, Paul; Athanasou, James; Gonczi, Andrew 1994 Assessment Technical Manual Department of
Employment, Education and Training, Australian Government Publishing Service, Canberra.
• National Staff Development Committee 1995 Case Studies of Action Learning Groups Volume 1:
Assessment, Recognition, Evaluation National Staff Development Committee, Australian National
Training Authority.
• Rumsey, David 1994 Assessment Practical Guide Department of Employment, Education and
Training, Australian Government Printing Service.
• Toop, Leigh; Gibb, Jennifer; Worsnop, Percy 1994 Assessment System Design Department of
Employment, Education and Training, Australian Government Printing Service.
Design of Resource Materials

• Australian Committee for Training Curriculum 1995 Gender Inclusive Guidelines for Curriculum
Designers and Writers, ACTRAC Products Ltd, Melbourne.
• National Staff Development Committee 1996 Case Studies of Action Learning Groups Volume 2:
Curriculum and Learning Resources Development, National Staff Development Committee,
Australian National Training Authority, Melbourne.
Management of the Training Function

• National Staff Development Committee 1995 Management Enhancement Team Approach (META)
for VET Organisations, National Staff Development Committee, Australian National Training
Authority, Melbourne.

Professional Development Techniques

• National Staff Development Committee 1995 An Introduction to Action Learning-Workbook: A
Guide to Staff Development Activities, National Staff Development Committee, Melbourne.
• National Staff Development Committee 1996 A Guide to Mentoring: A Guide to Support the Work
Based Learning in Action Scheme, National Staff Development Committee, Australian National
Training Authority, Melbourne.
• TAFE National Staff Development Committee 1993 Return to Industry Reprinted 1995, National
Staff Development Committee, Melbourne.
Training Delivery/Facilitation
• National Staff Development Committee 1994 Developing Competency-Based Curriculum for Adult
Literacy and Basic Education, National Staff Development Committee, Melbourne.
• National Staff Development Committee 1996 Case studies of Action Learning Groups Volume 3:
Flexible Delivery, National Staff Development Committee, Australian National Training Authority,
Melbourne.
• National Staff Development Committee 1996 Case studies of Action Learning Groups Volume 4:
Workplace Competencies and CBT Implementation, National Staff Development Committee,
Australian National Training Authority, Melbourne.
• National Staff Development Committee 1994 Response Ability-People with Disabilities: Skilling Staff
in Vocational Education, National Staff Development Committee, Melbourne.
• National Staff Development Committee 1995 Gender Inclusive Training–Module, National Staff
Development Committee, Melbourne.
• National Staff Development Committee 1995 Gender Inclusive Training Kit- Boxed Kit, National
Staff Development Committee, Melbourne

Section 3:
Qualifications
Framework

Qualifications
Technical AQF Level
ICT20197 Certificate II in Telecommunications 2
ICT30197 Certificate III in Telecommunications 3
ICT40197 Certificate IV in Telecommunications 4
ICT50197 Diploma of Telecommunications Engineering 5
ICT60197 Advanced Diploma of Telecommunications Engineering 6
ICT20297 Certificate II in Telecommunications (Cabling) 2
ICT30497 Certificate III in Telecommunications (Cabling) 3
ICT40499 Certificate IV in Telecommunications (Cabling) 4
ICT30699 Certificate III in Telecommunications (Customer Premises Cabling 3

and Equipment)
ICT30297 Certificate III in Telecommunications (CPE) 3
ICT40297 Certificate IV in Telecommunications (CPE) 4
ICT50299 Diploma of Telecommunications (CPE) 5
ICT20399 Certificate II in Telecommunications (CAN) 2
ICT30397 Certificate III in Telecommunications (CAN) 3
ICT40397 Certificate IV in Telecommunications (CAN) 4
ICT50399 Diploma of Telecommunications (CAN) 5
Call Centres AQF Level
ICT20499 Certificate II in Telecommunications (Call Centres) 2
ICT30599 Certificate III in Telecommunications (Call Centres) 3
ICT40599 Certificate IV in Telecommunications (Call Centres) 4

Section 3: Qualifications Framework

Introduction
The Telecommunications Training Package–Qualification Framework has been developed in consultation
with the Telecommunications Industry and with reference to the ANTA Guidelines for Training Package
Developers.
The Framework describes 16 technical and 3 call centre qualifications that are aligned to the
Telecommunications Industry stream framework. There are two broad types of qualification within the
framework.
Specific Qualifications
The framework includes 14 specific (11 technical and 3 call centre) qualifications that are linked directly
to streams within the training package. These awards include the stream in their title, for example–
Certificate III in Telecommunications (CPE) or Certificate III in Telecommunications (Call Centres).
Some customisation is possible within these qualifications.
Although the Call Centre qualifications lie within this specific qualification group, there is a wide
selection of competency units available for customising these qualifications.
General Qualifications
There are five technical qualifications that may be customised to meet the composite needs of individuals
working across several areas within the Telecommunications Technical Stream. The qualifications may
also be used to cater for fields not covered in the “specific qualifications” :- for example, Network,
Mobile or Pay TV. These qualifications do not include a stream in their title, for example–Certificate III
in Telecommunications.
Pathways
The Telecommunications Training Package: Qualification Framework Maps describe the relationship
between the qualifications and possible pathways through the framework.
Defining Qualifications
Each qualification is defined by a set of competency units that the industry has indicated are appropriate
to the AQF level of the qualification. The competency units are listed in the information that follows.

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

ANTA and meets the needs of industry as demonstrated by the support received during, and subsequent
to, national consultation by the project team.
Qualifications Features
Packaging
Packaging is based on industry consultation at the competency standards development stage, during
curriculum development for the Telecommunications National Transition Project and during the
development of this package.
The packaging process has employed the following strategies:
• Alignment of competency units to specific fields and levels of work

• Core only grouping for the Certificate II in Telecommunications (Cabling);
• Core and elective grouping, particularly for call centres;
• Electives only grouping for other courses.
Streaming of competency units and the “electives only” grouping for the majority of qualifications allows
the package to be adapted to the maximum number of applications within the industry. Industry
consultation indicates support for this approach.
Competency units included in the package are almost exclusively from the Telecommunications sector,
although equivalent standards from other packages have been specified in some call centre standards.
These competency units provide a comprehensive cover of the work of the industry incorporating generic
work functions at the element and performance criteria level.
Assessor competencies have been added to support the implementation of the package. Individuals
successfully completing these competencies will be capable of assisting RTO’s in the assessment of
competency. There has been no need for the addition of other competency units.
Alignment to AQF
The packaging process used in development of the Telecommunications Training Package–Qualification
Framework has included the following features:
Groups of units with reference to levels of work within the industry have been identified at the
competency standards development stage and confirmed during curriculum development for the recently
completed Telecommunications National Transition Project and training package development
consultation.

The package has identified qualifications at all levels except AQF 1. Within fields selected levels have
been identified in accordance with the work performed in these fields.
Alignment of qualifications to the characteristics of each level is demonstrated in the documentation of

the package.
Titling
Each qualification title indicates the level in relation to the AQF according to the following table:
• AQF 2 Certificate II
• AQF 3 Certificate III
• AQF 4 Certificate IV
• AQF 5 Diploma
• AQF 6 Advanced Diploma
Each qualification carries the industry descriptor–Telecommunications
Qualifications aligned to specific area carry the stream title in brackets–eg. Certificate II in
Telecommunications (Call Centres)
Technical qualifications that allow selection of competency units from more than one stream do not
include a stream title–eg. Certificate IV in Telecommunications or Diploma of Telecommunications
Engineering.
Pathways between qualifications are indicated in the Qualification Framework Maps presented in this
document.
The requirement to achieve each qualification is the completion of the competency units identified.
Prerequisite qualifications are not specified in the package except at the Diploma and Advanced Diploma
levels where completion of requirements includes some competency units linked to lower level
qualifications.
Customisation of Qualifications
The repackaging of competency units into customised qualifications (as outlined in the Guidelines for
Training Package Developers–page B29) will be addressed by Registered Training Organisations
subsequent to the release of the Telecommunications Training Package and does not have an impact on
the current package development process.
The Telecommunications Training Package allows for customisation of qualifications within the range of
competency units grouped into each defined qualification. The industry has indicated that this level of
customisation meets the current and foreseeable future needs of the industry.
Where units from the Telecommunications Training Package are combined with units from other
Training Packages to form a new qualification, RTOs are requested to refer the qualification proposal to
IT&Titab for industry consultation.

Use of Competency Units from Other Industries

Currently, the Technical Qualifications include only the Telecommunications Technical and the
Workplace Assessor competency units. These qualifications do not allow for the addition of competency
units from other industries or competency sets. Additional competency units from the
telecommunications industry or from other industries may be added at a later stage. Addition of further
competency units will only occur by consultation with IT&Titab and other relevant training authorities.
Call Centre qualifications do allow for some inclusion of other industry standards. In both the Certificates
III and IV, it is possible to include up to two (2) equivalent standards from other relevant training
packages. In the case of standards being chosen from other national packages, equivalence will be
determined in consultation with relevant Industry Training Boards and IT&Titab.
New Apprenticeships and Traineeships

The Telecommunications Training Package provides an opportunity for the development of a range of
traineeships for all qualifications in both the technical and call centre streams.
Generally, the industry prefers short term (12 months) traineeships that can be built on, as a person
moves into different sectors of the industry.
At present the industry only conducts traineeships under the Training Agreements in the Customer
Premises Licensed Cabling sector.
In the Telecommunications Training Package, traineeships of this type can be developed to include one
entry point and two exit points corresponding to the:
• Certificate II and Certificate III in Telecommunications (Cabling)

• Certificate II and Certificate III in Telecommunications
• Diploma and Advanced Diploma of Telecommunications
Details are given later in this document.
The industry has the opportunity to identify further traineeships subsequent to the endorsement of the
package. Details of an exemplar Traineeship at Diploma/Advanced Diploma level are given later in this
document.
Although shorter duration traineeships are preferred by the industry, the package does identify one longer
term new apprenticeship in the technical stream that spans across the licensed cabling and customer
premises equipment sectors.
The recognition of an ‘Apprenticeship in Telecommunications Customer Premises Cabling and

Equipment’ as a multi-skilled tradesperson that can install, alter and maintain both telecommunication
cabling systems and customer premises equipment is an important industry pathway.
Where units from the Telecommunications Training Package are combined with units from other
Training Packages to form a new traineeship, relevant bodies are requested to refer the traineeship
proposal to IT&Titab for industry consultation.

Traineeships/Apprenticeships in the Telecommunications

Industry–Qualification Framework
The Telecommunications Training Package–Qualification Framework specifies qualifications that can be
applied to the development of traineeships. The specific details of traineeships will be left to the
discretion of enterprises and Registered Training Organisations. The three models below outline the
structure that technical traineeship developers should follow. Traineeship pathways are discussed in
Assessment Pathways earlier in this document.
Individual qualifications or sets of two or three qualifications can be incorporated into traineeships. Entry
points for traineeships can be all levels up to AQF 5.
An 'Apprenticeship in Telecommunications Customer Premises Cabling and Equipment' is also available

for multi-skilled tradesperson recognition. Refer following Apprenticeship option for structural details.
Since the three qualifications for the call centre stream have direct entries, all three are suitable for
traineeship delivery.
IT&Titab and the State and Territories ITABs will be available to assist enterprises and training
organisations develop and structure traineeships.
Traineeship Options
Traineeships within the Training Package can be offered for all Certificate II, III and IV qualifications
and for Diploma qualifications.
Model 1
Telecommunications Cabling Traineeships: This replaces the existing Certificate I & II traineeships. This
traineeship addresses the needs of licensed Cabling operators.
Entry Certificate II in Certificate III in

Point Telecommunications Telecommunications
(Cabling) (Cabling)
Employment Employment
Exit Point 1 Exit Point 2

Licensed Cabler Cabler with Lic.
Endorsements

Model 2
Telecommunications Traineeships: This model allows the development of traineeships at the Certificate
II & III levels and provides maximum flexibility for customisation to suit enterprise or client needs.
Entry
Point
Entry Certificate II in Certificate III in

Point Telecommunications Telecommunications
7 Units 6 Units
Employment Employment
Exit Point 1 Exit Point 2
Traineeships can also be offered at the Diploma level for post Year 12
entry.
Model 3
Telecommunications Network Field -Technician traineeship.
Entry
Point
Post
Year 12
Diploma of
Telecommunications Exit Point
Engineering Technician
Employment

New Apprenticeship Option

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

Equipment
Off-the-job Training
Certificate III
in
17 Specific Telecommunications
Employment within the Competency (Customer Premises
Telecommunications Industry Standards Cabling and
Equipment)
On successful completion of the apprenticeship, the apprentice would be awarded a ‘Certificate III in
Telecommunications (Customer Premises Cabling and Equipment)’ based on the attainment of 17
competency standards and would be eligible for an ACA Base Cabling Licence with 3 BCL
endorsements. These standards would verify that this tradesperson can install, alter and maintain both
telecommunication cabling and CPE systems.
Refer technical qualification ICT30699 specification for details of the 17 competency standards.
Relationship between AQF level 2 and 3 Certificates and competency

units
The relationship between competency units and technical Certificates II and III are illustrated in the
following diagram. The purpose of the diagram is to provide a guide to the sequence in which the
competency units may be undertaken and to assist in the selection of related groups of units.
This diagram is not intended to represent a set of compulsory prerequisites. Where mandatory
prerequisites do exist (ie some licensed cabling units) the requirements are clearly specified in the front
section of each competency standard descriptor.

Competency Standards : Qualification Relationships and Pathways
Cert. 2 in Telecommunications : Code ICT20197 Cert. 3 in Telecommunications : Code ICT30197
Note: All competency unit numbers New

begin with the prefix ICTTC entry 032B
054B
056B
089B
093B
Cert. 2 in Telecommunications (CAN):Code ICT20399 Cert. 3 in Telecommunications (CAN):Code ICT30397
065B 055B 013B

130A 066B 065B 014B
068B 066B 077B
131A 067B 103B
133A 068B 104B
132A 134A 069B 127B
064B 135A
Cert. 3 in Telecommunications (CPE): Code ICT30297
Apprenticeship 049B
Certificate 3 in Telecommunications (Customer 052B 014B
Premises Cabling and Equipment) ICT30699
(Units within dotted frame with bold numbers) 074B 053B
075B 126B
070B 105B
071B 106B
Cert.2 in Telecommunications (Cabling): ICT20297 Cert. 3 in Telecommunications (Cabling): ICT30497
009B*
012B* 010B*
005B* 016B* 011B* 013B
006B* 017B* 018B* 014B

008B* 022B* 019B* 015B
020B*
* Denotes Licensing Standards
021B*

Key Competencies and Performance Levels

Key competencies are essential for effective participation in emerging patterns of work and work
organisation. They focus on the capacity to apply knowledge and skills in an integrated way in work
situations and they prepare trainees for effective participation in further education, training and adult life.
The generic nature of Key Competencies ensures that they are transferable from one job to another.
The accepted Key Competencies cover seven broad areas:
Title Abbreviation
1. Collecting, analysing and organising information Information
2. Communicating ideas and information Communications
3. Planning and organising activities Planning
4. Working with others and in teams Teams
5. Using mathematical ideas and techniques Mathematics
6. Solving problems Problem Solving
7. Using technology Technology
Each of these Key Competencies can be performed at three levels.
1. Performance Level 1 describes the competence needed to undertake activities efficiently and with
sufficient self management to meet the explicit requirement of the activity and to make judgements
about the quality of the outcome against the established criteria.
2. Performance Level 2 describes the competence needed to manage the activities requiring selection,
application and integration of a number of elements and to select from established criteria to judge
the quality of process and outcome.
3. Performance Level 3 describes the competence needed to reshape the process, to establish and use
principles in order to determine appropriate ways of approaching activities, and to establish criteria
for judging quality of process and outcome.
Possession of these Key Competencies underpins the acquisition and use of vocational competencies.
All telecommunications competency standard units integrate the Key Competencies within the body of
each standard and expected levels of performance are identified in a table located in the evidence guide
of each standard.

T e le c o m m u n ic a tio n s T r a in in g P a c k a g e : T e c h n ic a l Q u a lif ic a tio n s F r a m e w o r k
A Q F le v e l 2 A Q F le v e l 3 A Q F le v e l 4 A Q F le v e l 5 A Q F le v e l 6
C e r tif ic a te 2 C e r tif ic a te 3 C e r tif ic a te 4 D ip lo m a o f A d v a n c e d D ip lo m a o f
in T e le c o m m u n ic a tio n s in T e le c o m m u n ic a tio n s in T e le c o m m u n ic a tio n s T e le c o m m u n ic a t io n s T e le c o m m u n ic a t io n s
E n g in e e r in g E n g in e e r in g
7 U n its fr o m 6 U n its fr o m 5 U n its fr o m 4 U n its fr o m le v e l 5 4 U n its fr o m le v e l6
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C o d e N o . IC T 2 0 1 9 7 C o d e N o . IC T 3 0 1 9 7 C o d e N o . IC T 4 0 1 9 7 C o d e N o . IC T 5 0 1 9 7 C o d e N o . IC T 6 0 1 9 7
C e r tif ic a te 3 C e r tif ic a te 4 D ip lo m a
in T e le c o m m u n ic a tio n s in T e le c o m m u n ic a tio n s o f T e le c o m m u n ic a t io n s
(C P E ) (C P E ) (C P E )
6 U n its fr o m 5 U n its fr o m 4 U n its fr o m
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in T e le c o m m u n ic a tio n s in T e le c o m m u n ic a tio n s in T e le c o m m u n ic a tio n s o f T e le c o m m u n ic a t io n s
(C A N ) (C A N ) (C A N ) (C A N )
7 s p e c ific u n its fr o m A Q F 6 U n its fr o m 5 U n its fr o m 4 U n its fr o m
le v e l 2 C A N U n its A Q F le v e l 3 C A N U n its A Q F le v e l 4 C A N U n its A Q F le v e l 5 C A N U n its
C o d e N o . IC T 2 0 3 9 9 C o d e N o . IC T 3 0 3 9 7 C o d e N o . IC T 4 0 3 9 7 C o d e N o . IC T 5 0 3 9 9
C e r tif ic a te 2 C e r tif ic a te 3 C e r tif ic a te 4

in T e le c o m m u n ic a tio n s in T e le c o m m u n ic a tio n s in T e le c o m m u n ic a tio n s N o te :
( C a b lin g ) # ( C a b lin g ) # ( C a b lin g ) A ll q u a lif ic a tio n s is s u e d o n
7 s p e c ific u n its fr o m A Q F 7 u n its fr o m A Q F 5 u n its fr o m A Q F s u c c e s s fu l a tt a in m e n t o f
le v e l 2 C a b lin g U n its le v e l 3 C a b lin g U n its le v e l 4 C a b lin g U n its c o m p e te n c y s ta n d a r d s
C o d e N o . IC T 2 0 2 9 7 C o d e N o . IC T 3 0 4 9 7 C o d e N o . IC T 4 0 4 9 9
C e r tif ic a te 3 in T e le c o m m u n ic a tio n s
( C u s t o m e r P re m is e s C a b lin g a n d E q u ip m e n t )#
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C o d e N o . IC T 3 0 6 9 9 # In c lu d e c o m p e t e n c y s t a n d a rd s a s s o c ia t e d
w it h A C A L ic e n s in g
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Intentionally left blank

Certificate II in Telecommunications
Identification Number: ICT20197
Characteristics of the Qualification
Title Certificate II in Telecommunications
Rationale A general qualification for the Telecommunications Technical Stream. Successful

completion will require competency in units that relate to work which can be
defined as aligning with AQF Level 2:
Performance of a prescribed range of functions involving known routines and

procedures and some accountability for the quality of outcomes (see AQF
Implementation Handbook for further details).
Competency standards can be selected from a specific range of CAN and

Cabling stream units.
Requirements A successful assessment outcome for 7 of the competency units aligned with this
for Completion qualification in accordance with the Telecommunications Training Package
Assessment Guidelines.
Licensing standards (*) must be assessed by nationally registered assessors

approved by ACA.
Prerequisites may apply to some licensing standards.
Table of competency units are on the following page.

65
Competency Units Aligned to Qualification

Stream Unit Number Unit Title
Lic. Cabling ICTTC005B* Install cable support systems
Lic. Cabling ICTTC006B* Place and secure cable
Lic. Cabling ICTTA008B* Terminate metallic conductor cable
Lic. Cabling ICTTC012B* Install functional and protective telecom's earthing system
Lic. Cabling ICTTC016B* Joint copper cable
Lic. Cabling ICTTC017B* Alter services to existing cable system
Lic. Cabling ICTTC022B* Organise and monitor cabling to ensure compliance with
regulatory and industry standards
CAN ICTTC064B Haul underground cable
CAN ICTTC065B Splice optic fibre cable
CAN ICTTC066B Joint and terminate co-axial cable
CAN ICTTC068B Supply telecommunications service to a building
CAN ICTTC130A Prepare site for support installation
CAN ICTTC131A Install an above ground enclosure
CAN ICTTC132A Erect cable supports
CAN ICTTC133A Construct an underground enclosures
CAN ICTTC134A Fix aerial cable
CAN ICTTC135A Joint metallic cable
Cabling – CPR ICTTC136A Install, maintain and modify premises communications
cabling ACA Restricted Rule
cabling ACA Open Rule
cabling ACA Lift Rule

Certificate III in Telecommunications

Title Certificate III in Telecommunications

Performance of a defined range of skilled operations, usually within a range of

broader related activities involving known routines, methods and procedures,
where some discretion and judgement is required in the selection of equipment,
services or contingency measures and within known time constraints (see AQF
Competency units can be selected from the CAN, CPE, Network and Cabling
streams allowing a customised qualification for a variety of types of work across
the industry.
for Completion qualification in accordance with the Telecommunications Training Package

approved by ACA.
Prerequisites may apply to some licensing standards.

67

(Certificate III in Telecommunications)

Lic. Cabling ICTTC009B* Place, secure and terminate structured Cabling, twisted pair for
certification
Lic. Cabling ICTTC010B* Place, secure and terminate optical fibre cable
Lic. Cabling ICTTC011B* Place, secure and terminate coaxial cable
Cabling/CAN ICTTC013B Perform accurate cable system test
Cabling/CPE ICTTC014B Handover systems and equipment
Cabling ICTTC015B Locate and identify cable system faults
Lic. Cabling ICTTC018B* Install underground enclosures and pipe/conduit
Lic. Cabling ICTTC019B* Install underground cable
Lic. Cabling ICTTC020B* Construct aerial cable supports
Lic. Cabling ICTTC021B* Install aerial cable
Network ICTTC032B Undertake a civil site survey
CPE ICTTC049B Install customer premises systems and equipment
CPE ICTTC052B Cutover new customer premises systems and equipment
CPE ICTTC053B Train customers
Network ICTTC054B Provide infrastructure for telecommunications network
equipment
Network/CAN ICTTC055B Install an antenna/wave guide
Network ICTTC056B Install network telecommunications equipment
CAN ICTTC062B Build a telecommunications mast/tower
CAN ICTTC065B Splice optical cable
CAN ICTTC066B Joint and terminate coaxial cable
CAN ICTTC067B Rearrange and cutover cable
CAN ICTTC068B Install telecommunication service to a building
CAN ICTTC069B Install network cable equipment
CPE ICTTC070B Install mobile telecommunications in a motor vehicle
CPE ICTTC071B Install pay TV set top unit
CPE ICTTC074B Recover customer premises equipment
CPE ICTTC075B Refurbish customer premises equipment
CAN ICTTC077B Commission an electronic unit
Network ICTTC089B Repair and replace telecommunications network hardware
Network ICTTC093B Manage spare parts
CAN ICTTC103B Maintain cable network
CAN ICTTC104B Maintain an electronic system
CPE ICTTC105B Locate and rectify mobile telecommunications faults, on a first
in basis
CPE ICTTC106B Locate and Rectify pay TV set top unit faults
CPE ICTTC126B Complete all administrative work associated with CPE activity
CAN ICTTC127B Supervise worksite activities

Certificate IV in Telecommunications
Title Certificate IV in Telecommunications

Performance in a broad range of skilled applications including requirements to

evaluate and analyse current practices, develop new criteria and procedure for
performing current practices and provision of some leadership and guidance to
others in the application and planning of the skills (see AQF Implementation
Handbook for further details).
Competency units can be selected from the CAN, CPE, Network and Cabling
streams allowing a customised qualification for a variety of types of work across
the industry.
for Completion qualification, in accordance with the Telecommunications Training Package
Special This qualification includes the option of completing the three assessor
Condition competencies specified in the Assessment Guidelines for this package. The three
assessor competencies must be completed to obtain the equivalent of 1
Telecommunications competency unit.

69

(Certificate IV in Telecommunications)

Cabling/CPE ICTTC001B Identify requirements for customer's telecommunications
equipment
Cabling ICTTC002B Prepare design drawings and specifications for a cable
installation
Cabling/CPE ICTTC003B Estimate and quote on customer equipment installation
Cabling ICTTC004B Schedule and supply cable installation
Cabling ICTTC023B Supervise cabling project
CPE ICTTC028B Organise resources
Network ICTTC032B Undertake a civil site survey
Network ICTTC035B Organise material supply
CAN ICTTC040B Assign a transmission path
CAN ICTTC041B Schedule resources
CPE ICTTC048B Schedule CPE installation
CPE ICTTC050B Install radio controlled CPE
CPE ICTTC051B Install PC based CPE system programs
Network/CAN ICTTC055B Install an antenna/wave guide
Network ICTTC057B Test cable bearers
CPE ICTTC072B Effect changes to existing CPE systems and equipment
CPE ICTTC073B Cutover CPE additions, moves and changes
Network ICTTC076B Complete network equipment/software upgrades
CAN ICTTC078B Commission an electronic system
CPE ICTTC079B Schedule CPE maintenance
CPE ICTTC080B Undertake preventive maintenance (CPE systems and
equipment)
CPE ICTTC081B Perform tests and fault diagnosis on remote from the customer
premises
CPE ICTTC082B Locate and rectify CPE faults on site, on first in basis
Network ICTTC085B Monitor, analyse and action telecom network alarms
Network ICTTC086B Undertake routine maintenance of the telecommunications
network
Network ICTTC087B Undertake remote repair of network faults
Network ICTTC088B Locate and rectify network faults on a first in basis
Network ICTTC092B Undertake outage management
Network ICTTC095B Conduct radio frequency measurements
Network ICTTC096B Conduct field tests of radio/wireless networks
CAN ICTTC099B Remotely locate and identify cable network faults
CAN ICTTC100B Locate and diagnose cable faults
CAN ICTTC101B Locate and diagnose electronic faults
CAN ICTTC102B Repair electronic faults
Assessor Competency BSZ401A Plan assessment
Standards: All 3 units BSZ402A Conduct assessment and
equal to 1 unit of BSZ403A Review assessment
credit

Diploma of Telecommunications Engineering

Title Diploma of Telecommunications Engineering

The self-directed application of knowledge and skills, with substantial depth in

some areas where judgement is required in planning and selecting appropriate
equipment, services and techniques for self and others (see AQF Implementation
Competency units can be selected from the CAN, CPE and Network streams
allowing a customised qualification for a variety of types of work across the
industry. Competency units can be selected from one stream if desired.
for Completion qualification and 4 competency units aligned with one of the Certificate IV
qualifications in CAN, CPE, Network or Cabling streams, in accordance with the
Telecommunications Training Package Assessment Guidelines.
Table of competency units on the following page.

71

(Diploma of Telecommunications Engineering)

CPE ICTTC024B Provide high level consultancy and technical support in the
CPE sector
CPE ICTTC025B Develop and deliver training associated with new and/or
modified products
CPE ICTTC026B Develop and deliver technical information to all company staff
CPE ICTTC027B Develop CPE installation project plans
CAN/Network ICTTC031B Prepare a project brief
CAN ICTTC037B Design a telecommunications project
CAN ICTTC038B Design an electronic network
CAN ICTTC039B Prepare project specifications
Network ICTTC058B Acceptance test new systems and equipment
Network ICTTC059B Commission telecommunications network equipment
Network ICTTC060B Integrate new systems and equipment into the
telecommunications network
Network ICTTC061B Cutover new and/or replacement network equipment
Network ICTTC076B Complete equipment/software upgrades
CPE ICTTC083B Locate and rectify complex CPE system and equipment faults
CPE ICTTC084B Provide expert advice and support on very complex CPE faults
Network ICTTC090B Analyse and organise repair of complex telecommunications
network faults
Network ICTTC092B Undertake outage management
Network ICTTC097B Conduct tests on handset enhancements and international
roaming agreements

Advanced Diploma of Telecommunications

Engineering
Title Advanced Diploma of Telecommunications Engineering

The application of a significant range of fundamental principles and complex

techniques across a wide and often unpredictable variety of contexts in relation to
either varied or highly specific functions. Contribution to the development of a
broad plan, budget or strategy is involved and accountability and responsibility
for self and others in achieving the outcomes is involved (see AQF
Competency units can be selected from a range of Network stream standards

allowing a customised qualification for a variety of types of work across the
industry.
for Completion qualification and 4 competency units aligned with the Diploma in
Telecommunications in accordance with the Telecommunications Training
Package Assessment Guidelines

73

(Advanced Diploma of Telecommunications Engineering)

Network ICTTC029B Plan the development and growth of the telecommunications
network
Network ICTTC030B Forecast service demand
CAN/Network ICTTC031B Prepare a project brief
Network ICTTC033B Develop project management plan
Network ICTTC034B Prepare a detailed design brief
Network ICTTC036B Undertake qualification testing of new or enhanced equipment
and systems
Network ICTTC042B Undertake system administration
Network ICTTC043B Undertake network traffic management
Network ICTTC044B Co-ordinate fault rectification and restoration of service
following network outages
Network ICTTC045B Ensure that network changes are implemented as planned with
minimal impact to the customer
Network ICTTC046B Undertake network performance analysis
Network ICTTC047B Undertake management of the common channel signaling
network
Network ICTTC091B Analyse and organise repair of the most complex
telecommunications network faults
Network ICTTC094B Verify new software/hardware releases
Network ICTTC098B Monitor the capacity of, and recommend changes to, the
mobile network

Certificate II in Telecommunications (Cabling)

Identification number: ICT20297
Title Certificate II in Telecommunications (Cabling)
Rationale A specific qualification in the Telecommunications Technical Cabling Stream.

Successful completion will require competency in units that relate to work which
can be defined as aligning with AQF Level 2:

This qualification aligns with the ACA licensing requirements for the Base
Cabling Licence (BCL) for work in telecommunications Cabling.
Requirements A successful assessment outcome for all 7 of the competency units aligned with
for Completion this qualification, in accordance with the Telecommunications Training Package
All licensing standards (*) must be assessed by nationally registered assessors

approved by ACA.

Cabling ICTTC005B* Install cable support systems
Cabling ICTTC006B* Place and secure cable
Cabling ICTTC008B* Terminate metallic conductor cable
Cabling ICTTC012B* Install functional and protective telecommunications earthing
system
Cabling ICTTC016B* Joint copper cable
Cabling ICTTC017B* Alter services to existing cable system
Cabling ICTTC022B* Organise and monitor cabling to ensure compliance with

75
Certificate III in Telecommunications (Cabling)

Title Certificate III in Telecommunications (Cabling)


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

approved by ACA.
Prerequisite licensing standards may apply.

Lic. Cabling ICTTC009B* Place, secure and terminate structured cabling, twisted pair
for certification
Lic. Cabling ICTTC011B* Place, secure and terminate coaxial cable
Cab//CPE/CAN ICTTC014B Handover systems and equipment
Cabling ICTTC015B Locate and identify cable system fault
Lic. Cabling ICTTC018B* Install underground enclosures and pipe/conduit
Lic. Cabling ICTTC019B* Install underground cable
Lic. Cabling ICTTC020B* Construct aerial cable supports
Lic. Cabling ICTTC021B* Install aerial cable

Certificate III in Telecommunications (Customer

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

Cabling and Equipment)
A specific qualification for the Telecommunications Technical Licensed Cabling

Rationale and CPE Streams. Successful completion will require competency in units that
relate to work that can be defined as mainly aligning with AQF Level 3:

services or contingency measures and within known time constraints (See AQF
Implementation Handbook for further details)
This qualification includes 9 competency standards that align to ACA licensing

requirements (Base Cabling Licence and 3 endorsements). These standards
(denoted * below) must be assessed by ACA approved, nationally registered
assessors.
A successful assessment outcome for all 17 competency units, aligned with this
Requirements qualification in accordance with the Telecommunications Training Package
for Completion

77

Certificate III in Telecommunications (Customer Premises Cabling and Equipment)

Lic. Cabling ICTTC005B* Install cable support systems
Lic. Cabling ICTTC006B* Place and secure cable
Lic. Cabling ICTTC008B* Terminate metallic conductor cable
Lic. Cabling ICTTC012B* Install functional and protective telecommunications earthing
systems
Lic. Cabling ICTTC017B* Alter services to existing cabling system
Lic. Cabling ICTTC022B* Organise and monitor cabling to ensure compliance with
Lic. Cabling ICTTC009B* Place, secure and terminate structured cabling, twisted pair for
certification
Lic. Cabling ICTTC011B* Place, secure and terminate co-axial cable
Cabling/CPE ICTTC014B Hand-over systems and equipment
CPE ICTTC052B Cut-over new customer premises systems and equipment

Certificate IV in Telecommunications (Cabling)

Title Certificate IV in Telecommunications (Cabling)



Cabling ICTTC001B Identify requirements for customer's telecommunications
equipment
Cabling ICTTC002B Prepare design drawings and specifications for cabling
installation
Cabling ICTTC003B Estimate and quote on customer equipment installation
Cabling ICTTC004B Schedule and supply cabling installation
Cabling ICTTC023B Supervise cabling project

credit

79
Certificate III in Telecommunications (CPE)

Title Certificate III in Telecommunications (Customer Premises

Equipment)
Rationale A specific qualification in the Telecommunications Technical CPE Stream.



Cabling/CPE ICTTC014B Handover systems and equipment
CPE ICTTC052B Cutover new customer premises systems and equipment
CPE ICTTC070B Install mobile telecommunications in motor vehicles
CPE ICTTC071B Install pay TV set top unit
CPE ICTTC105B Locate and rectify mobile telecommunications faults, on a first
in basis
CPE ICTTC106B Locate and rectify pay TV set top unit faults

Certificate IV in Telecommunications (CPE)

Title Certificate IV in Telecommunications (Customer

Premises Equipment)
Rationale A specific qualification in the Telecommunications Technical CPE Stream.


Cabling/CPE ICTTC001B Identify requirements for customer's telecommunications
equipment
Cabling/CPE ICTTC003B Estimate and quote on customer equipment installation
CPE ICTTC028B Organise resources
CPE ICTTC048B Schedule CPE installation
CPE ICTTC050B Install radio controlled CPE
CPE ICTTC051B Install PC based CPE system programs
CPE ICTTC072B Effect changes to existing CPE systems and equipment
CPE ICTTC073B Cutover CPE additions, moves and changes
CPE ICTTC079B Schedule CPE maintenance
CPE ICTTC080B Undertake preventive maintenance (CPE systems and
equipment)
CPE ICTTC081B Perform tests and fault diagnosis remote from the customer
premises
CPE ICTTC082B Locate and rectify CPE faults on site, on first in basis
credit

81
Diploma of Telecommunications (CPE)

Title Diploma of Telecommunications (Customer Premises

Equipment)
Rationale A specific qualification for the Telecommunications Technical CPE Stream.

Successful completion will require competency in units that relate to work
which can be defined as aligning with AQF Level 5:

equipment, services and techniques for self and others (see AQF
Competency units mainly selected from the CPE technical stream.

A successful assessment outcome for:
Requirements
• 4 competency units at Diploma level of which at least three must be from
for Completion the CPE stream–select from unit list below and unit lists for other
Telecommunications Diploma qualifications
and
• 4 competency units aligned with the Certificate IV in Telecommunications
(CPE)
in accordance with the Telecommunications Training Package Assessment
Guidelines.

CPE ICTTC024B Provide high level consultancy and technical support in the
CPE sector
CPE ICTTC025B Develop and deliver training associated with new and/or
modified products
CPE ICTTC026B Develop and deliver technical information to all company
staff
CPE ICTTC027B Develop CPE installation project plans
CPE ICTTC083B Locate and rectify complex CPE system and equipment
faults
CPE ICTTC084B Provide expert advice and support on very complex CPE
faults

Certificate II in Telecommunications (CAN)

Title Certificate II in Telecommunications (Customer Access

Network)
Rationale A specific qualification in the Telecommunications Technical CAN Stream.


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

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

83
Certificate III in Telecommunications (CAN)

Title Certificate III in Telecommunications (Customer Access

Network)


for Completion this qualification, in accordance with the Telecommunications Training
Package Assessment Guidelines

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

Certificate IV in Telecommunications (CAN)

Title Certificate IV in Telecommunications (Customer Access

Network)


for Completion this qualification, in accordance with the Telecommunications Training
Package Assessment Guidelines.
Condition competencies specified in the Assessment Guidelines for this package. The
three assessor competencies must be completed to obtain the equivalent of 1

Cabling/CAN ICTTC023B Supervise cabling project
CAN ICTTC040B Assign a transmission path
CAN ICTTC041B Schedule resources
CAN ICTTC055B Install an antenna/wave guide
CAN ICTTC078B Commission an electronic system
CAN ICTTC099B Remotely locate and identify cable network faults
CAN ICTTC100B Locate and diagnose cable faults
CAN ICTTC101B Locate and diagnose electronic faults
CAN ICTTC102B Repair electronic faults
credit

85
Diploma of Telecommunications (CAN)

Title Diploma of Telecommunications (Customer Access

Network)
Rationale A specific qualification for the Telecommunications Technical CAN Stream.


equipment, services and techniques for self and others (see AQF Implementation
Competency units mainly selected from the CAN technical stream.
Requirements A successful assessment outcome for:

for Completion • 4 competency units at Diploma level of which at least three must be from the
CAN stream –select from unit list below and unit lists for other
Telecommunications Diploma qualifications
and
• 4 competency units aligned with the Certificate IV in Telecommunications
(CAN)
in accordance with the Telecommunications Training Package Assessment
Guidelines.
.Competency Units Aligned to Qualification

Network/CAN ICTTC031B Prepare project brief
CAN ICTTC037B Design a telecommunications project
CAN ICTTC038B Design an electronic network
CAN ICTTC039B Prepare project specifications


Call Centre Qualifications Framework Map
Australian Qualification Framework
AQF Level 2 AQF Level 3 AQF Level 4
Inexperienced Direct Entry Direct Entry

person / New
trainee entry
Certificate 2 Certificate 3 Certificate 4

in in in
Telecommunications Telecommunications Telecommunications
(Call Centres) (Call Centres) (Call Centres)
9 Competency Units 14 Competency Units 15 Competency Units
5 Core* 5 Core* 5 Core*

plus plus plus
4 Electives 9 Electives 10 Electives
ICT20499 ICT30599 ICT40599
Experienced
person entry
(via RPL)
Pathway to other
Note * The 5 core competency standards
business and industry
are the same for each qualification.
Training Packages /
Qualifications

87

Call Centres Qualification Details
AQF Level 2 AQF Level 3 AQF Level 4
Certificate 2 Certificate 3 Certificate 4

in in in
Telecommunications Telecommunications Telecommunications
(Call Centres) (Call Centres) (Call Centres)
ICT20399 ICT30599 ICT40599
9 Competency Units 14 Competency Units 15 Competency Units
5 Core + 4 Electives 5 Core + 9 Electives 5 core + 10 Electives
Core (5) Core (5) Core (5)

ICTTC200A TT ICTTC200A TT ICTTC200A TT
ICTTC201A IT ICTTC201A IT ICTTC201A IT
ICTTC202A IT ICTTC202A IT ICTTC202A IT
ICTTC204A CS ICTTC204A CS ICTTC204A CS
ICTTC213A CSA ICTTC213A CSA ICTTC213A CSA
Group C Group A Units (at least5) At least 5 leadership units,

Elective Units (Any 4) ICTTC203A IT with a maximum of 7
ICTTC206A TM ICTTC205A CS
ICTTC207A TM ICTTC208A TM Leadership Units (Any)
ICTTC209A MR ICTTC211A Sell ICTTC228A L
ICTTC210A Sell ICTTC214A CSA ICTTC230A L
ICTTC216A PSF ICTTC217A PSF ICTTC231A L
ICTTC219A C ICTTC220A C ICTTC232A L
ICTTC224A BM ICTTC222A CM ICTTC233A L
ICTTC225A BM ICTTC235A L
ICTTC227A L ICTTC236A L
ICTTC229A L ICTTC237A L
ICTTC234A L
Group B Units (Any)
Group B Units (Max 2) ICTTC212A Sell
Legend ICTTC212A Sell ICTTC215A CSA
ICTTC215A CSA ICTTC218A PSF
TT Telecomm’ns Technology ICTTC218A PSF ICTTC221A C
IT Information Technology ICTTC221A C ICTTC223A CM
ICTTC223A CM ICTTC226A BM
CS Customer Service
ICTTC226A BM
TM Telemarketing Group A Units (Max 2)
MR Market Research Group C Units (Max 2) ICTTC203A IT
SellSelling ICTTC206A TM ICTTC205A CS
CSA Customer Support ICTTC207A TM ICTTC208A TM
& Assistance ICTTC209A MR ICTTC211A Sell
PSF Product / Services Faults ICTTC210A Sell ICTTC214A CSA
C Complaints ICTTC216A PSF ICTTC217A PSF
CM Credit Management ICTTC219A C ICTTC220A C
ICTTC224A BM ICTTC222A CM
BM Billing Management
ICTTC225A BM
L Leadership Cert. 3 Electives (Max 2)
Equivalent (approved) units Cert. 4 Electives (Max 2)
see note. Equivalent (approved) units
see note.
Note:
At Cert 3 and 4, candidates may choose up to 2 equivalent (level) approved electives units from other
nationally endorsed training packages. “Equivalence will be determined in consultation with relevant
Training Board and IT&Titab”.

Certificate II in Telecommunications
(Call Centres)
Title Certificate II in Telecommunications (Call Centres)

A specific qualification for the Telecommunications Call Centre Stream.
Rationale Successful completion will require competency in units that relate to work which
procedures and some accountability for the quality of outcomes (See AQF
Requirements A successful assessment outcome for 9 competency units, 5 compulsory core and
4 group C electives aligned with this qualification, in accordance with the
for Completion Telecommunications Training Package Assessment Guidelines.

Field Unit Number Unit Title
Core Units:
Telecommunications ICTTC200A Use telecommunications technology in receiving and
Technology making calls in the call centre environment
Info. Technology ICTTC201A Use basic computer technology to process enterprise and
customer data in a call centre environment
Info. Technology ICTTC202A Use specific enterprise systems to satisfy customer
requirements
Customer Service ICTTC204A Provide quality customer service
Customer Support and ICTTC213A Provide support and assistance to customers on matters
Assistance relating to particular product(s)/service
Group C
Elective Units:
Telemarketing ICTTC206A Respond to inbound calls relating to a specific marketing
campaign
Telemarketing ICTTC207A Conduct outbound telemarketing campaign
Market Research ICTTC209A Conduct data collection for market research, opinion polls,
customer surveying
Selling ICTTC210A Process sales of limited product/service from incoming
inquiries
Product/Service Faults ICTTC216A Action reports of faults reported by customers relating to
specific product/service
Complaints ICTTC219A Resolve complaints dealing with specific product/service
Billing Management ICTTC224A Provide basic assistance to customers in relation to account
inquiries

89
Certificate III in Telecommunications

(Call Centres)
Title Certificate III in Telecommunications (Call Centres)

can be defined as mainly aligning with AQF Level 3:

services or contingency measures and within known time constraints (See AQF
Competency units can be selected from a broad range of units associated with call
centre activities.
A successful assessment outcome for 14 competency units, aligned with this

for Completion
Where the 14 competency units consist of:
• 5 core units
Plus 9 elective units with:
• at least 5 and up to 9 group A elective units

• a maximum of 2 group B elective units
• a maximum of 2 group C elective units
• a maximum of 2 equivalent (approved) level units from other relevant Cert.
III qualifications #
Note #:
Candidates may choose up to 2 equivalent (level) approved elective units from

other nationally endorsed training packages. “Equivalence will be determined in
consultation with relevant Training Board and IT&Titab”.


Field Group Unit Number Unit Title
Core Units:
Telecommunications ICTTC200A Use telecommunications technology in receiving and making calls in
Technology the call centre environment
Info. Technology ICTTC201A Use basic computer technology to process enterprise and customer
data in a call centre environment
Info. Technology ICTTC202A Use specific enterprise systems to satisfy customer requirements
Customer Support and ICTTC213A Provide support and assistance to customers on matters relating to
Assistance particular product(s)/service
Group A
Elective Units
Customer Service ICTTC205A Manage and build on relationships with customers
Telemarketing ICTTC208A Conduct telemarketing campaign involving selling of product/service
Selling ICTTC211A Process sales of complex product/service and where customer is
unsure of available solutions
Customer Support and ICTTC214A Process general inquiries from customers and provide associated
Assistance support and assistance
Product/Service & Faults ICTTC217A Action reports of product/service faults reported by customers
Complaints ICTTC220A Resolve customer complaints
Credit Management ICTTC222A Process low risk credit applications
Billing Management ICTTC225A Process complex billing/account inquiries from customers
Leadership ICTTC227A Manage personal work priorities and professional development
Leadership ICTTC229A Establish and manage effective relationships within the call centre
team environment
Leadership ICTTC234A Develop and maintain a safe workplace and environment
Group B
Elective Units
Selling ICTTC212A Process sales which commit both customer and enterprise to
considerable financial commitment
Customer support and ICTTC215A Provide support to staff and customers on all inquiries and on matters
Assistance defending enterprise policy
Product/Service Faults ICTTC218A Negotiate with customers on major product/service faults
Complaints ICTTC221A Resolve the more complex customer complaints
Credit Management ICTTC223A Process high risk credit applications
Billing Management ICTTC226A Handle to finality complex account matters, service severance and/or
product return for default
Group C
Elective Units
Telemarketing ICTTC206A Respond to inbound calls relating to a specific marketing campaign
Telemarketing ICTTC207A Conduct outbound telemarketing campaign
Market Research ICTTC209A Conduct data collection for market research, opinion polls, customer
surveying
Selling ICTTC210A Process sales of limited product/service from incoming inquiries
Product/Service Faults ICTTC216A Action reports of faults reported by customers relating to specific
product/service
Complaints ICTTC219A Resolve complaints dealing with specific product/service
Billing Management ICTTC224A Provide basic assistance to customers in relation to account inquiries

91
Certificate IV in Telecommunications
(Call Centres)
Title Certificate IV in Telecommunications (Call Centres)

can be defined as mainly aligning with AQF Level 4:

others in the application and planning of the skills (See AQF Implementation
Competency units can be selected from a broad range of units associated with call
centre activities.
A successful assessment outcome for 15 competency units, aligned with this

for Completion
Where the 15 competency units consist of:
• 5 core units
Plus 10 elective units
• at least 5 leadership units, with a maximum of 7 units ;

• any group B elective units;
• a maximum of 2 non-leadership group A elective units;
• a maximum of 2 equivalent (approved) level units from other relevant Cert.
IV qualifications #.
Note # Candidates may choose up to 2 equivalent (level) approved elective
units from other nationally endorsed training packages. “Equivalence will be
determined in consultation with relevant Training Board and IT&Titab”.


Field Group Unit Number Unit Title
Core Units:
Telecommunications ICTTC200A Use telecommunications technology in receiving and making calls in
Technology the call centre environment
Info. Technology ICTTC201A Use basic computer technology to process enterprise and customer
data in a call centre environment
Customer Support and ICTTC213A Provide support and assistance to customers on matters relating to
Assistance particular product(s)/service
Leadership Units
Leadership ICTTC228A Provide leadership to call centre staff in the achievement of business
goals and objectives
Leadership ICTTC230A Lead, participate in and facilitate the activities of a call centre
environment
Leadership ICTTC231A Manage the operations of a call centre work team to achieve planned
outcomes
Leadership ICTTC232A Manage information and information systems in the call centre team
environment
Leadership ICTTC233A Lead a call centre team delivering quality customer service
Leadership ICTTC235A Implement and monitor quality and continuous improvement systems
and processes
Leadership ICTTC236A Facilitate and capitalise on change and innovation
Leadership ICTTC237A Contribute to the development of a learning culture within the call
centre team environment
Group B: Elective Units
Selling ICTTC212A Process sales which commit both customer and enterprise to
considerable financial commitment
Customer support and ICTTC215A Provide support to staff and customers on all inquiries and on matters
Assistance defending enterprise policy
Product/Service Faults ICTTC218A Negotiate with customers on major product/service faults
Complaints ICTTC221A Resolve the more complex customer complaints
Credit Management ICTTC223A Process high risk credit applications
Billing Management ICTTC226A Handle to finality complex account matters, service severance and/or
product return for default
Group A: Elective Units
Customer Service ICTTC205A Manage and build on relationships with customers
Telemarketing ICTTC208A Conduct telemarketing campaign involving selling of product/service
Selling ICTTC211A Process sales of complex product/service and where customer is
unsure of available solutions
Customer Support and ICTTC214A Process general inquiries from customers and provide associated
Assistance support and assistance
Product/Service & Faults ICTTC217A Action reports of product/service faults reported by customers
Complaints ICTTC220A Resolve customer complaints
Credit Management ICTTC222A Process low risk credit applications
Billing Management ICTTC225A Process complex billing/account inquiries from customers

93
Section 4:
Competency Standards Stream Listings
Technical Cabling Stream Units
Refer Volume 1: Part A for Unit Descriptors
Unit Number Unit Title Technical

Stream
ICTTC002B Prepare design drawings and specifications for cable installation Cabling
ICTTC004B Schedule and supply cabling installation Cabling
ICTTC005B* Install cable support systems Lic Cab
ICTTC006B* Place and secure cable Lic Cab
ICTTC008B* Terminate metallic conductor cable Lic Cab
ICTTC009B* Place, secure and terminate structured cabling, twisted pair for Lic Cab
certification
ICTTC010B* Place, secure and terminate optical fibre cable Lic Cab
ICTTC011B* Place, secure and terminate coaxial cable Lic Cab
ICTTC012B* Install functional and protective telecommunications earthing system Lic Cab
ICTTC013B Perform an accurate cable system test Cab/CAN/CPE
ICTTC015B Locate and identify cable system faults Cabling
ICTTC016B* Joint copper cable Lic Cab
ICTTC017B* Alter services to existing cable system Lic Cab
ICTTC018B* Install underground enclosures and pipe/conduit Lic Cab
ICTTC019B* Install underground cable Lic Cab
ICTTC020B* Construct aerial cable supports Lic Cab
ICTTC021B* Install aerial cable Lic Cab
ICTTC022B* Organise and monitor cabling to ensure compliance with regulatory Lic Cab
and industry standards

ICTTC136A Install, maintain and modify premises communications cabling Cabling
ACA Restricted Rule

ICTTC137A Install, maintain and modify premises communications cabling Cabling

ACA Open Rule
Lift Rule

95
Technical CPE Stream Units

Refer Volume 1: Part B for Unit Descriptors

ICTTC024B Provide high level consultancy and technical support in the CPE sector CPE
ICTTC025B Develop and deliver training associated with new and/or modified CPE
products
ICTTC026B Develop and deliver technical information to all company staff CPE
ICTTC027B Develop CPE installation project plans CPE
ICTTC028B Organise resources CPE
ICTTC048B Schedule CPE installation CPE
ICTTC049B Install customer premises systems and equipment CPE
ICTTC050B Install radio controlled CPE CPE
ICTTC051B Install PC based CPE system programs CPE
ICTTC052B Cutover new customer premises systems and equipment CPE
ICTTC053B Train customers CPE
ICTTC070B Install mobile telecommunications in motor vehicles CPE
ICTTC071B Install Pay TV set top unit CPE
ICTTC072B Effect changes to existing CPE systems and equipment CPE
ICTTC073B Cutover CPE additions, moves and changes CPE
ICTTC074B Recover customer premises equipment CPE
ICTTC075B Refurbish customer premises equipment CPE
ICTTC079B Schedule CPE maintenance CPE
ICTTC080B Undertake preventive maintenance (CPE systems and equipment) CPE
ICTTC081B Perform tests and fault diagnosis remote from customer premises CPE
ICTTC082B Locate and rectify CPE faults on site, on a first in basis CPE
ICTTC083B Locate and rectify complex CPE system and equipment faults CPE
ICTTC084B Provide expert advice and support on very complex CPE faults CPE
ICTTC105B Locate and rectify mobile telecommunications faults, on a first in basis CPE
ICTTC106B Locate and rectify Pay TV set top unit faults CPE
ICTTC126B Complete all administrative work associated with CPE activity CPE

Technical CAN Stream Units

Refer Volume 1: Part C for Unit Descriptors
ICTTC013B Perform an accurate cable system test Cab/CAN
ICTTC014B Handover systems and equipment Cab/CAN/CP
E
ICTTC037B Design a telecommunications project CAN
ICTTC038B Design an electronic network CAN
ICTTC039B Prepare project specifications CAN
ICTTC040B Assign a transmission path CAN
ICTTC041B Schedule resources CAN
ICTTC062B Build a telecommunications tower/mast CAN
ICTTC064B Haul underground cable CAN
ICTTC065B Splice optical fibre cable CAN
ICTTC066B Joint and terminate coaxial cable CAN
ICTTC067B Rearrange and cutover cable CAN
ICTTC068B Install telecommunications service to a building CAN
ICTTC069B Install network cable equipment CAN
ICTTC077B Commission an electronic unit CAN
ICTTC078B Commission an electronic system CAN
ICTTC099B Remotely locate and identify cable network faults CAN
ICTTC100B Locate and diagnose cable faults CAN
ICTTC101B Locate and diagnose electronic faults CAN
ICTTC102B Repair electronic faults CAN
ICTTC103B Maintain cable network CAN
ICTTC104B Maintain an electronic system CAN
ICTTC127B Supervise worksite activities CAN
ICTTC130A Prepare site for support installation CAN
ICTTC131A Install an above ground equipment enclosure CAN
ICTTC132A Erect cable supports CAN
ICTTC133A Construct underground enclosures CAN
ICTTC134A Fix aerial cable CAN
ICTTC135A Joint metallic cable CAN

97
Technical Network Stream Units

Refer Volume 1: Part D for Unit Descriptors
ICTTC029B Plan the development and growth of the telecommunications network Network
ICTTC030B Forecast service demand Network
ICTTC032B Undertake a civil site survey Network
ICTTC033B Develop project management plan Network
ICTTC034B Prepare a detailed design brief Network
ICTTC035B Organise material supply Network
ICTTC036B Undertake qualification testing of new or enhanced equipment and Network

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

network outages
ICTTC045B Ensure that network changes are implemented as planned with minimal Network
impact to the customer
ICTTC046B Undertake network performance analysis Network
ICTTC047B Undertake management of the common channel signalling (CCS) Network

network
ICTTC054B Provide infrastructure for telecommunications network equipment Network
ICTTC056B Install telecommunications network equipment Network
ICTTC057B Test cable bearers Network
ICTTC058B Acceptance test new systems and equipment Network
ICTTC059B Commission telecommunications network equipment Network
ICTTC060B Integrate new systems and equipment into the telecommunications Network
network
ICTTC061B Cutover new and/or replacement network equipment Network
ICTTC076B Complete equipment/software upgrades Network
ICTTC085B Monitor, analyse and action telecommunications network alarms Network

Technical Network Streams Units (Continued)
ICTTC086B Undertake routine maintenance of the telecommunications network Network
ICTTC087B Undertake remote repair of network faults Network
ICTTC088B Locate and rectify network faults on a first in basis Network
ICTTC089B Repair and replace telecommunications network hardware Network
ICTTC090B Analyse and organise repair of complex telecommunication network Network

faults
ICTTC091B Analyse and organise repair of the most complex telecommunication Network
network faults
ICTTC092B Undertake outage management Network
ICTTC093B Manage spare parts Network
ICTTC094B Verify new software/hardware releases Network
ICTTC095B Conduct radio frequency measurements Network
ICTTC096B Conduct field tests of radio/wireless networks Network
ICTTC097B Conduct tests on handset enhancements and international roaming Network

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

99
Call Centre Stream Units

Refer Volume 1: Part E for Unit Descriptors
ICTTC200A Use telecommunications technology in receiving and making calls in the call centre
environment
ICTTC201A Use basic computer technology to process enterprise and customer data in a call centre
environment
ICTTC202A Use specific enterprise systems to satisfy customer requirements
ICTTC203A Navigate and interrogate specific enterprise systems to satisfy customer requirements
ICTTC204A Provide quality customer service
ICTTC205A Manage and build on relationships with customers
ICTTC206A Respond to inbound calls relating to a specific marketing campaign
ICTTC207A Conduct outbound telemarketing campaign
ICTTC208A Conduct telemarketing campaign involving selling of product/service
ICTTC209A Conduct data collection for market research, opinion polls, customer surveying
ICTTC210A Process sales of limited product/service from incoming inquiries
ICTTC211A Process sales of complex product/service and where customer is unsure of available
solutions
ICTTC212A Process sales which commit both customer and enterprise to considerable financial
commitment
ICTTC213A Provide support and assistance to customers on matters relating to particular products
/service
ICTTC214A Process general inquiries from customers and provide associated support and
assistance
ICTTC215A Provide support to staff and customers on all inquiries and on matters defending
enterprise policy
ICTTC216A Action reports of faults reported by customers relating to specific product/service
ICTTC217A Action reports of product/service faults reported by customers
ICTTC218A Negotiate with customers on major product/service faults
ICTTC219A Resolve complaints dealing with specific product/service
ICTTC220A Resolve customer complaints
ICTTC221A Resolve the more complex customer complaints

Call Centre Stream Units (Continued)
ICTTC222A Process low risk credit applications
ICTTC223A Process high risk credit applications
ICTTC224A Provide basic assistance to customers in relation to account inquiries
ICTTC225A Process complex billing/account inquiries from customers
ICTTC226A Handle to finality complex account matters, service severance and/or product return
for default
ICTTC227A Manage personal work priorities and professional development
ICTTC228A Provide leadership to call centre staff in the achievement of business goals and
objectives
ICTTC229A Establish and manage effective relationships within the call centre team environment
ICTTC230A Lead, participate in and facilitate the activities of a call centre work team
ICTTC231A Manage the operations of a call centre work team to achieve planned outcomes
ICTTC232A Manage information and information systems in a call centre team environment
ICTTC233A Lead a call centre team delivering quality customer service
ICTTC234A Develop and maintain a safe workplace and environment
ICTTC235A Implement and monitor quality and continuous improvement systems and processes
ICTTC236A Facilitate and capitalise on change and innovation
ICTTC237A Contribute to the development of a learning culture within the call centre team
environment

101
Appendix 1
Call Centre Component:
Background History of Changes &

Table of Equivalent Call Centre Competency
Standards

Telecommunications Training Package : Call Centre Component

Background History of Changes
The development of the “Communications” Call Centre Training Package submission that was initially
(version 4 in April 1998) put on to the National Course Register by the Tasmanian Government has
been amended and was incorporated into the “Telecommunications Training Package ICT97” in
October 1999.
Note:
• Version 4 was issued in April 1998 and formed the basis for the Call Centre qualifications placed
on the national register by the Tasmanian Government in July 1998. The courses (based on
competency standard attainment) were registered until the December 1999.
Course Title National Course Code Comments

Certificate 2 in Communications 13071 TAS
(Call Centres) Certificates based on attainment
Certificate 3 in Communications 13072 TAS of competency standards (as
(Call Centres) per version 4)
Certificate 4 in Communications 13073 TAS
(Call Centres)
• Version 5 was issued in August 1998 and was the document used for validation purposes for
inclusion into the enhanced Telecommunications Training Package ICT97.
• Version 6 was issued in December 1998 and contains a number of additional (minor) refinements
that arose from the consultation process undertaken with all states and territories. There are three
essential differences between version 5 and 6:
The Certificate 4 now restricts the number of leadership units to a maximum of 7 and a minimum
of 5;
Units within one qualification may be counted towards another qualification within the specified
restrictions;
Greater detail has been included throughout the document, particularly the Evidence guides in all
standards, to specifically address Occupational Health and Safety and Stress Management matters.
• ICT97 Version – the endorsed version (October 1999) is essentially the same as version 6, except
for minor (cosmetic) changes to the qualification specifications: Previous prerequisites have
become core and electives are now allocated into group A, B or C categories.

103
Changes to Call Centre Competency Standards
1. The 38 Call Centre competency standards were initially identified by the numbers ICCTC200A to
ICCTC237A and with their inclusion into the Telecommunications Training Package ICT97 they
have been changed to ICTTC200A to ICTTC237A. Since the prefix of the number has changed,
the version letter will remain as “A”.
2. The front section of the each competency standards after the “Unit number and Title” has been re-
written to include:
• Stream
• Field
• Unit details
• Prerequisite Units
• Equivalent Units
The Package has 2 “streams”; Technical and Call Centres, with each stream broken down into “fields”
that provide useful contextual information. The fields for the call centre standards are:
• Telecommunications Technology
• Information Technology
• Customer service
• Telemarketing
• Marketing
• Selling
• Customer Support and Assistance
• Product / Services Faults
• Complaints
• Credit Management
• Billing Management
• Leadership
3. To ensure consistency between units within the package, the “Evidence Guides” of the Call Centre
standards have been rewritten to match the same format as the technical units. All evidence guides
now include:
• Assessment location (where the assessment can take place)

• Assessment resources (what resources are required to carry out the assessment)
• Evidence of competency (that include the minimum performance with
underpinning knowledge and skill requirements).
The underpinning knowledge and skills statements for all standards will also be available on an
accompanying compact disk data bank to assist RTO’s and others in determining training
requirements. Using this data base , the trainer will be able to feed in the selected competency standard
numbers and the data base will compare and sort all the information into a concise report showing the
most effective training program.

Qualifications
Although the general framework for the 3 new Call Centre qualifications (ICT97 version) remains the
same as per that shown in version 4, there has been minor changes to certificates (titles and numbers)
and competency unit numbers. The table below compares the new and old details:
New Document (version 6) Old Document (Version 4) Comments
Certificate 2 in Telecommunications Certificate 2 in Communications Competency unit

(Call Centres) (Call Centres) numbers changed
ICT20499 Identified as ICC20198 from ICCTC---- to
ICTTC-----

ICTTC-----

ICTTC-----

105
Telecommunications Training Package : Call Centre Equivalent Competency Standards
Call Centre Competency Standards Equivalent Competency Standards
C.S. Number C.S. Title C.S. Number C.S. Title ITAB
ICTTC200A Use telecommunications technology in receiving and BSACOM101A • Receive and pass on messages to facilitate Bus Serv
making calls in a call centre environment and communication flow Adm T P
BSACOM201A • Receive and pass on oral messages to
facilitate effective routine communication
ICTTC201A Use basic computer technology to process enterprise BSATEC102A, • Access and retrieve computer data Bus Serv
and customer data in a call centre environment BSATEC202A • Operate a computer to gain access to and Adm T P
and from a range of office equipment to complete
a range of tasks
BSATEC203A • Operate a computer to produce simple
documents
FNARFS04A • Use technology in the workplace Finance
ICTTC204A Provide quality customer service FNARFS14A • Deliver a service to a customer Finance
WRRCS1A • Communicate in the workplace Retail
ICTTC210A Process sales of limited product/service from incoming WRRS1A • Sell products and services Retail
calls
ICTTC213A Provide support and assistance to customers on WRRCS3A • Interact with customers Retail
matters relating to particular product/service
ICTTC219A Resolve complaints dealing with specific product / FNARFS15A • Resolve customer complaints Finance
service
WRRCS3A • Interact with customers Retail
ICTTC220A Resolve customer complaints FNARFS15A • Resolve customer complaints Finance
Volume 1: © Australian National Training Authority

106
Call Centre Competency Standards Equivalent Competency Standards
C.S. Number C.S. Title C.S. Number C.S. Title ITAB

ICTTC222A Process low risk credit applications FNACRM01A • Process credit applications Finance
ICTTC223A Process high risk credit applications FNACRM03A and • Evaluate credit applications Finance
FNACRM04A • Monitor and control accounts

ICTTC227A Manage personal work priorities and professional BSXF1301A • Manage personal work priorities and Bus Serv
development professional development FMI
ICTTC228A Provide leadership to call centre staff in the BSXF1402A • Provide leadership in the workplace Bus Serv
achievement of business goals and objectives FMI
ICTTC229A Establish and manage effective relationship within the BSXF1303A • Establish and manage effective workplace Bus Serv
call centre team environment relationships FMI
ICTTC230A Lead, participate in and facilitate the activities of a call BSXF1404A • Participate in, lead and facilitate work teams Bus Serv
centre work team FMI
ICTTC231A Manage the operations of a call centre work team to BSXF1405A • Manage operations to achieve planned Bus Serv
achieve planned outcomes outcomes FMI
ICTTC232A Manage information and information systems in a call BSXF1406A • Manage workplace information Bus Serv
centre team environment FMI
ICTTC233A Lead a call centre team delivering quality customer BSXF1407A • Manage quality workplace service Bus Serv
service FMI
ICTTC234A Develop and maintain a safe workplace and BSXF1308A • Develop and maintain a safe workplace and Bus Serv
environment environment FMI
ICTTC235A Implement and monitor quality and continuous BSXF1409A • Implement and monitor continuous Bus Serv
improvement systems and processes improvement systems and processes FMI
ICTTC236A Facilitate and capitalise on change and innovation BSXF1410A • Facilitate and capitalise on change and Bus Serv
innovation FMI
ICTTC237A Contribute to the development of a learning BSXF1411A • Contribute to the development of a workplace Bus Serv
environment culture within the call centre team learning environment FMI
environment

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Telecommunications

Training Package ICT97

Volume 1 - General Information,

Associated Volume Parts not in this

Volume 1: Part A – Cabling Stream

Volume 1: Part B – CPE Stream

Volume 1: Part C – CAN Stream

Volume 1: Part D – Network Stream

Volume 1: Part E – Call Centre Stream

Competency Standards, Assessment Guidelines and

Volume 2 Telecommunications Training Package : Implementation and Professional

Volume 3 Telecommunications Training Package : Assessment Materials for Competency Units.

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

Volume 1: © Australian National Training Authority 1

Telecommunications Training Package : Publications

Part D Competency Standards : Network Stream

General General Information, Assessment Guidelines,

2 Volume 1: © Australian National Training Authority

Training Package Qualifications

Technical AQF Level

ICT20197 Certificate II in Telecommunications 2

ICT30197 Certificate III in Telecommunications 3

ICT40197 Certificate IV in Telecommunications 4

ICT50197 Diploma of Telecommunications Engineering 5

ICT60197 Advanced Diploma of Telecommunications Engineering 6

ICT20297 Certificate II in Telecommunications (Cabling) 2

ICT30497 Certificate III in Telecommunications (Cabling) 3

ICT30699 Certificate III in Telecommunications (Customer Premises Cabling 3

ICT40499 Certificate IV in Telecommunications (Cabling) 4

ICT30297 Certificate III in Telecommunications (CPE) 3

ICT40297 Certificate IV in Telecommunications (CPE) 4

ICT50299 Diploma of Telecommunications (CPE) 5

ICT20399 Certificate II in Telecommunications (CAN) 2

ICT30397 Certificate III in Telecommunications (CAN) 3

ICT40397 Certificate IV in Telecommunications (CAN) 4

ICT50399 Diploma of Telecommunications (CAN) 5

Call Centres AQF Level

ICT20499 Certificate II in Telecommunications (Call Centres) 2

ICT30599 Certificate III in Telecommunications (Call Centres) 3

ICT40599 Certificate IV in Telecommunications (Call Centres) 4

Volume 1: © Australian National Training Authority 3

4 Volume 1: © Australian National Training Authority

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

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

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

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

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

Volume 1: © Australian National Training Authority 5

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

6 Volume 1: © Australian National Training Authority

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

• ties qualifications to competency rather than curriculum

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

What is a National Training Package?

1. The Endorsed Component which provides:

• national competency standards complete with evidence of competency

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

Volume 1: © Australian National Training Authority 7

Com petency Assessm ent Qualification

Learning Professional Assessm ent

8 Volume 1: © Australian National Training Authority

National Competency Standards

Volume 1: © Australian National Training Authority 9