Contents How to use this RPL Assessment Tool Kit 5 Section 1 – Assessor’s Information 7 Advice for Assessors 9 Units of Competency covered by this Assessment Tool 10 Overview of the Recognition Process 12 RPL Assessment Process Flow Chart for Assessors 13 Steps in the RPL Process 14 Evidence Review 16 Section 2 – Candidate’s Information and Application Forms 19 What it means to be recognised in Tourism 21 Steps in the RPL Process 23 Self-Assessment Checklist 25 Candidate’s Employment History Form 28 Section 3 – Competency Conversation and Records of Evidence 29 Question Bank for the Competency Conversation 31 Core Units of Competency 40 Specialisation Group A – Operations 82 Specialisation Group B – Marketing 98 Section 4 – Evidence Guides/Practical Tasks 141 Section 5 – Third Party Verification 181 Referee Testimonial 183 Page intentionally blank
Advice for Assessors This RPL Assessment Tool Kit streamlines the RPL assessment process for SIT50107 Diploma of Tourism by taking a practical approach to RPL and increasing the use of questioning and observation. This will assist in developing a ‘picture of the candidate’s skills and knowledge’. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes. Important Aspects to Remember A sound knowledge of assessment and the qualification is essential. It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals. Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process. Assessment involves judgement. This assessment tool encourages the use of a ‘competency conversation’ to maximise the candidate’s opportunities to demonstrate competence. This is not an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate to draw out their actual individual experiences and relevant skills. In other words, it is about the assessor drawing out further information on the candidate’s experience which may otherwise not have been forthcoming due to nerves or confusion over technical terminology. The assessment tool also provides observable tasks to allow candidates to demonstrate skills. Authentication/verification is integral to the RPL assessment. It is critical that information gleaned from the interview and observation is confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential that assessors take careful notes to back up and record their judgement. Recording assessment is critical. Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember that the record is the document that makes sense of the assessment and why a particular judgement was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement. The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations. Units of Competency covered by this Assessment Tool site
Core Units of Competency Unit Code Unit Title Questions Practical SITTIND001A Develop and update tourism industry knowledge 1–3 4 SITXADM003A Write business documents 4–6 3 SITXCCS003A Manage quality customer service 7–9 10 SITXCOM001A Work with colleagues and customers 10–13 1 SITXCOM002A Work in a socially diverse environment 14, 15 1 SITXCOM003A Deal with conflict situations 16, 17 2 SITXFIN003A Interpret financial information 18–25 20 SITXFIN005A Prepare and monitor budgets 18–25 20 SITXFIN004A Manage finances within a budget 18–25 20 SITXGLC001A Develop and update legal knowledge required for business compliance 26–28 19 SITXHRM005A Lead and manage people 29–31 9 SITXMGT006A Establish and conduct business relationships 32–35 17 SITXOHS004A Implement and monitor workplace health, safety and security practices 36–41 8 Specialisation Group A – Operations Unit Code Unit Title Questions Practical SITXHRM001A Coach others in job skills 42–44 11 SITXMGT001A Monitor work operations 45–48 9 SITXMGT002A Develop and implement operational plans 49–52 18 SITXOHS003A Identify hazards, and assess and control safety risks 53–56 8 and/or Specialisation Group B – Marketing Unit Code Unit Title Questions Practical SITTPPD001A Research, assess and develop tourism products 57–61 14 SITTPPD002A Research tourism data 62–64 13 SITXMPR004A Coordinate marketing activities 65, 66 12 SITXMPR005A Develop and manage marketing strategies 67, 68 12
General Elective Units of Competency Unit Code Unit Title Questions Practical SITXCOM005A Make presentations 69, 70 16 SITXMPR001A Coordinate production of brochures and marketing materials 71–75 15 SITTTSL001A Operate an online information system 76, 77 3 SITTTSL002A Access and interpret product information 78–82 5 SITTTSL003A Source and provide international destination information and advice 78–82 5 SITTTSL004A Source and provide Australian destination information and advice 78–82 5 SITTTSL005A Sell tourism products and services Prerequisite: SITTTSL002A 78–82 6 SITTTSL006A Prepare quotations Prerequisite: SITTTSL002A 83–86 6 SITTTSL008A Book and coordinate supplier services Prerequisite: SITTTSL002A 87–89 6 SITTTSL007A Receive and process reservations 90, 91 6 SITTTSL009A Process travel-related documentation Prerequisite: SITTTSL002A 92–94 6 SITTTSL010A Control reservations or operations using a computerised system 92–94 7 SITTTSL012A Construct domestic airfares 95, 96 21 SITTTSL013A Construct normal international airfares 95, 96 21 SITTTSL014A Construct promotional international airfares Prerequisite: SITTTSL002A 95, 96 21 Overview of the Recognition Process
SITXFIN003A Interpret financial information 18. What financial information do you regularly access and interpret? 19. Provide examples of how you use the financial data in day-to-day work activities. 20. What types of budgets have you created? What types of resources do you use? 21. Describe the process you undertake to prepare a budget. 22. What process do you undertake to finalise the budget? 23. Describe how you allocate budget resources. 24. Describe how you monitor and review the financial activities of the budget, and identify and evaluate options for improved budget performance. 25. What financial and statistical reports have you created? Describe the process of producing these reports. SITXFIN004A Manage finances within a budget SITXFIN005A Prepare and monitor budgets SITXGLC001A Develop and update legal knowledge required for business compliance 26. How do you research legal information required for business compliance? What sources do you use? 27. How do you ensure that the organisation remains compliant with legal requirements? Discuss the main legal and licensing requirements that you manage. Describe how you monitor workplace systems and procedures to ensure compliance. 28. How do you keep yourself up-to-date with legal knowledge? SITXHRM005A Lead and manage people 29. Provide examples of teams you have managed. Describe the organisational plans and objectives used to measure team performance. 30. Describe the principles of leadership, motivation and teamwork. Provide examples of how you have applied these principles to develop team commitment and cooperation. 31. Describe the legislative issues that impact on team management. SITXMGT006A Establish and conduct business relationships 32. Discuss some communication techniques you have used to build rapport with colleagues, customers and suppliers. 33. Describe a business negotiation you have been involved with that resulted in a long-term business relationship. 34. Give examples of some typical issues around business agreements. 35. Discuss some actions you have taken to nurture and maintain a business agreement.
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 3 Legal issues include: consumer protection duty of care EEO anti-discrimination workplace relations child sex tourism. Ethical issues include: confidentiality commission procedures overbooking pricing tipping familiarisations gifts and services free of charge product recommendations. Record of Evidence for SITXADM003A Write business documents Candidate’s name Assessor’s name Date Question 4 Discuss the types of business documents you have created. Who was the intended audience and how did you obtain feedback from them? What
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 18 planning and organisational skills Identifies and uses relevant business performance indicators and benchmarks.
Provides examples of the range of financial information and reports required to monitor business performance which must include: source documents journal entries transaction reports account summaries and balances balance sheets profit and loss statements invoices budget reports expenditure reports (labour or non-labour) may include: trial balance receivable reports purchase summary reports stock, variance, wastage, sales reports supporting reports such as covers, occupancy rates, staff costs and units sold business activity statements labour and wages reports cash flow reports bank statements, bank deposit documentation merchant statements cheque books communication and negotiation skills to liaise with stakeholders on potential complex and conflicting budget development issues critical thinking and problem-solving skills literacy and numeracy skills to interpret and analyse information
Monitoring safe work practices may include use of personal protective clothing and equipment; safe posture including sitting, standing and bending; using safe manual handling including lifting and transferring; taking designated breaks; rotation of tasks; safe use of computers and electronic equipment; safe handling of chemicals, poisons and dangerous materials; using ergonomically sound furniture and workstations; clearing any hazards from immediate work area; safety signage. Takes prompt action to address non-compliance. Monitors the effectiveness of work practices of personnel through close contact with day-to-day operations. Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 38 Coordinates scheduled consultation sessions which may include consultation with employees, diaries, whiteboard or suggestion box used by staff to report issues, recording of issues in a management diary, staff meetings, staff handbook, surveys, fact sheets, formal OHS representatives and committees. Actions, resolves or refers to the appropriate person, issues raised in the consultation process and provides timely staff feedback.
Record of Evidence for SITXOHS003A Identify hazards, and assess and control safety risks Candidate’s name Assessor’s name Date Question 53 How do you identify hazards in the workplace? Question 54 How do you assess the safety risk associated with a hazard? Question 55 How do you eliminate or control the risk? Question 56 How do you review the risk assessment process? Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 53 ability to access appropriate hazard identification and risk assessment templates high-level communication skills to consult with colleagues on issues of hazard identification and assessment of risks associated with those hazards high-level literacy and numeracy skills critical thinking skills to allow for rational and logical evaluation of hazards and Accesses and uses hazard identification tools, risk assessment templates and according to organisational procedures. These may include: self-designated tools developed for the organisation as part of an OHS management system tools and templates developed: by external consultancy services by industry associations for use by member businesses for public use and found within business management publications, including those
associated risks and to apply or suggest effective controls while incorporating the views of other people consulted in the workplace developed by OHS regulatory authorities. Uses appropriate methods to identify actual or foreseeable hazards that have the potential to harm the health and safety of workers or anyone else in the workplace. Appropriate methods may include: conduct of site safety audits completion of a safety checklist inspections of the workplace observation of daily activities investigation of accidents and incidents review of injury or illness registers environmental monitoring of the workplace investigation of staff complaints or reports of safety concerns review of staff feedback via consultative processes, such as meetings, surveys or suggestion box submissions. Involves other personnel where appropriate in the hazard identification process. Hazards may include: physical environment, for example: working space of workers lighting hot and cold environments climate, weather or exposure such as insufficient shade and protection from rain, sun or wind
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 78 customer service standards effective communication workplace procedures research skills principles of selling legal and ethical requirements consumer liability issues Examples include: major tourist areas and facilities major gateways for a transport network within the region and destination geographical features, history, local economy local customs, health regulations, tipping customs cultural elements accommodation, attractions, activities, amenities appropriate health and safety considerations climate and seasonal factors banking, currency information passport and visa information, transit regulations facilities for customers with special needs any current health risks including diseases, epidemics and animal or insect infestations political uprisings and civil commotion war, terrorism threats. Sourced through: destination and product library of the enterprise internet local, state, national, international government tourism authority information system.
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 83 workplace procedures and guidelines legal and ethical requirements information security work safety practices effective communication numeracy skills workplace documentation GST Establishes a new client file (manual or computer) including: name, initial and title age of any children or infants contact details at home and work date(s) of travel origin and destination(s) tourism product details club membership details, eg frequent flyer number special requirements, eg special meals method of payment including details. Clarifies needs of the customer, budget, details of customer group, number of participants, dates, times etc. Question 84 Sources information for customers. Accesses organisation’s preferred supplier arrangements. Negotiates best deal for customer, discounts etc. Calculates commissions, mark-ups, taxes, special fees and currency conversions.
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 87 workplace procedures and guidelines preferred supplier, licensing and bonding arrangements principles of reservations and bookings legal and ethical requirements information security work safety practices effective communication numeracy skills workplace documentation GST Contacts suppliers to request products/services. Provides supplier with any special request details and customer details, date, time and location of commencement and conclusion of service, any pre-negotiated costs and payment details, nature of service to be provided. Obtains confirmation from supplier. Liaises with customer regarding alternatives if initial request cannot be met by supplier. Formalises booking arrangements. Obtains deposit/payment from customer. Completes back-office procedures including: making payment to tour operators filing documentation updating database recording payments. Question 88 Outlines example, eg cancellation, change in numbers, change in date/time. Follows workplace process for making changes.
Key points The candidate’s response should show evidence of the following. Industry requirements Evidence must be provided in the candidate’s response. Indicate if response addresses KP and IR. Comments Record other key points and examples from the conversation. Identify whether practical assessment is warranted. Question 95 interpretation of fare schedules and other airline or consolidator guidelines interpretation of rules and conditions applicable to fares interpretation of current airline and IATA regulations literacy skills to read and interpret complex airfare schedules, airline and IATA regulations, costings and applicable rules and conditions numeracy skills to perform complex airfare calculations Identifies and accesses sources of domestic and international airfares which may include airline guides, schedules and timetables, fare manuals, computerised data, CRS, GDS, tariffs from airlines and consolidators, special bulletins issued by airlines and consolidators, general information from airlines, internet. Information on international fares must include airport and airline codes, fare types and classes, IATA areas, global indicators, international airline terminology, IATA terminology and definitions, concession fares infants, children, students, pensioners, groups, seamen, military and carers. General air travel rules and restrictions which may include payment and ticketing deadlines, extensions to deadlines, availability, cancellation and amendment charges, availability of class of travel, baggage allowance and excess charges, restricted articles in baggage. Fares incorporating non-stop, direct and connecting services, minimum connecting times, route maps. Question 96 Must include coverage of the following: NUA – neutral units of construction LCF – local currency fares GI – global indicators:
understands that they show the direction of travel between origin and destination applies single and multiple GIs interprets the application of global indicators in quoting fares SITI – sold and ticketed inside the country of commencement MPM – maximum permitted mileage selects turnaround points in journeys according to MPM TPM – ticketed point mileage calculates fares where TPM exceeds MPM EMA – extra mileage allowance – extra mileage surcharge divides TPM by MPM understands percentage scale for calculating applies correctly to fares applies rounding HIPs – higher intermediate points applies BHC and CTM BHC – one-way backhaul checks CTM – circle trip minimum fare checks applies IATA rules increases constructed fares by amount of difference
rights and responsibilities of employees and employers under industrial relations legislation taxation – overview of statutory reporting requirements for businesses equal employment opportunity (EEO) anti-discrimination including key features, employer responsibilities and consequences of operating contrary to legislation regulations specific to your organisation which may include Responsible Service of Alcohol, local, state or territory and federal food regulations and standards, Responsible Conduct of Gaming, the Crimes (Child Sex Tourism) Amendment Act, European Economic Directive of Foreign Travel, residency Tenancy Acts, Queensland Tourism Services Act (2003), Privacy Act and local government regulations on building and waste disposal, the sale of travel products, security, Occupational Health and Safety (OHS). 4. Provide evidence of how you keep yourself up-to-date with legal knowledge and how you record and share the information with stakeholders within the organisation. Provide examples of how you establish and monitor workplace systems and procedures to ensure compliance. These may include: recruitment, termination and other human resource management issues food safety programs in-house policies to ensure responsible service of alcohol inspections and auditing risk assessments customer complaint and dispute resolution processes training practices approval processes and protocols workplace design distribution of information within the organisation general work practices and work organisation approaches signage. Your evidence could be made up of: reports you have prepared detailing how legal issues were identified and addressed in the conduct of a particular project a discussion with the assessor third party workplace reports of on-the-job performance. Guide 20 Unit Code Unit Title SITXFIN005A Prepare and monitor budgets SITXFIN004A Manage finances within a budget SITXFIN003A Interpret financial information 1. Your evidence should show your understanding of the technical process and procedures that must be followed in budget preparation, analysis of multiple budgets and the factors that impact the budget and budget development processes. In particular, you should provide evidence of your knowledge of accounting terminology, information required for