Assessment Only Pathway Plan
If you find any part of this document difficult to understand then please
contact an MBC staff member and ask them to explain it to you in
person.
IS THIS COURSE FOR YOU?
MBC offers this course via an assessment only pathway for anyone who has at least six
months full time or equivalent experience working with equipment, customers and colleagues,
talking to others about the products/services that are available for sale where they work and
writing simple documents like emails and letters and who would like to get formal proof
through this qualification that their skills, knowledge and experience meets nationally
recognised industry benchmark standards.
More and more employers are requiring their staff to hold a Certificate III level or higher
qualification and this course will provide you with formal proof that you have the experience,
skills and knowledge to carry out common everyday operational tasks that apply in most
industries. Successful completion of this program will result in the award of the BSB30112
Certificate III in Business qualification.
UNITS INCLUDED
There are twelve units of competency in this course and these appear in the table below.
THE UNITS INCLUDED IN THIS COURSE/PROGRAM ARE:
1. BSBWHS302A Apply knowledge of WHS legislation in the workplace - This unit describes the performance
outcomes, skills and knowledge required to understand work health and safety (WHS) Acts, regulations and codes of
practice, and to contribute to actions to achieve compliance with WHS legislation in the workplace.
2. BSBADM311A Maintain business resources - This unit describes the performance outcomes, skills and
knowledge required to determine, administer and maintain resources and equipment to complete a variety of tasks.
3. BSBCUS301B Deliver and monitor a service to customers - This unit describes the performance outcomes,
skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may
exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical
advice and support to customers over either a short or long term interaction.
4. BSBDIV301A Work effectively with diversity - This unit describes the performance outcomes, skills and
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BSB30112 Certificate III in Business
5. BSBCMM301B Process customer complaints - This unit describes the performance outcomes, skills and
knowledge required to handle formal and informal negative feedback and complaints from customers. Operators may
exercise discretion and judgement using appropriate knowledge of products, customer service systems and
organisational policies to provide technical advice and support to a team.
6. BSBFLM303C Contribute to effective workplace relationships - This unit describes the performance outcomes,
skills and knowledge required to gather information and maintain effective working relationships and networks, with
particular regard to communication and representation.
7. BSBINM301A Organise workplace information - This unit describes the performance outcomes, skills and
knowledge required to gather, organise and apply workplace information in the context of an organisation's work
processes and knowledge management systems.
8. BSBINN201A Contribute to workplace innovation - This unit describes the performance outcomes, skills and
knowledge required to make a pro-active and positive contribution to workplace innovation.
9. BSBPRO301A Recommend products and services - This unit describes the performance outcomes, skills and
knowledge required to provide advice and information within an organisation about the development and distribution
of its products and services.
10. BSBPUR301B Purchase goods and services- This unit specifies the outcomes required to determine
purchasing requirements, and make and receive purchases.
11. BSBWOR301B Organise personal work priorities and professional development - This unit describes the
performance outcomes, skills and knowledge required to organise own work schedules, to monitor and obtain
feedback on work performance, and to maintain required levels of competence. Operators may exercise discretion
and judgement using appropriate theoretical knowledge of work scheduling and performance improvement to provide
technical advice and support to a team.
12. BSBWRT301A Write simple documents - This unit describes the performance outcomes, skills and knowledge
required to plan, draft and review a basic document before writing the final version.
ENTRY REQUIREMENTS
There are no training package entry requirements for this qualification but MBC has the
following entry requirements to ensure that we can properly service clients based on our own
facilities, processes and capacity:
•
At least 18 years of age at the time of enrolment or 17 years of age with parental
consent.
•
Email account, access to an Internet connection, computer (Our website is best viewed
in the latest versions of Google Chrome, Internet Explorer, Safari, and Firefox. It is
possible that older browser versions could experience performance issues.), and
current versions of Microsoft Word and Adobe PDF Reader software.
•
Minimum of 6 months full time or equivalent prior work experience where the candidate
has worked with equipment, customers and colleagues and talked to others about the
product/service that the business they worked in sold and written simple documents like
emails, letters etc.
LL&N REQUIREMENTS
The following are typical examples of the language, literacy and numeracy (LL&N) skills that
the candidate will need to be able to successfully complete this course:
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knowledge required to recognise and interact productively with diversity in the workplace. It covers sensitive
responses to, and interactions with, all manner of diversity that might be encountered during the course of work.
Sufficient learning, reading, writing, oral communication and numeracy skills to be able
to apply the work outcomes of the units chosen in this program to a satisfactory
standard in the workplace.
•
Completion of the equivalent of Australian Year 10 schooling.
•
Being able to read and follow workplace written policies and instructions.
•
Being able to orally communicate fluently with customers in difficult customer service
situations.
•
Being able to sequence information in written documents with minimal grammar,
spelling and punctuation mistakes.
•
Being able to calculate refunds that are payable and check the accuracy of totals in
invoices.
Contact us if you have any doubts about your LL&N ability to complete this course and we will
provide you with information about the LL&N core skill development options that are available.
DURATION
This course is competency based which means that the candidate can complete it whenever
they can demonstrate competency in all of the units/subjects selected. Candidates will have
up to 52 weeks to fill any skill, knowledge or evidence gaps that are identified. 1200 hours is
the minimum notional duration of all activities required for the achievement of the learning
outcomes in this course and that volume of learning can be drawn entirely or partly from past
experience and prior learning where appropriate.
TRAINING / ASSESSMENT RESOURCES, METHODS AND TIMING
At MBC every candidate is able to discuss their existing experience, skills and knowledge and
review the requirements of their course with their assessor at the very beginning. This
empowers candidates to identify those requirements that they already meet and to focus and
train on those areas where gaps exist.
The candidate’s first interview/informal discussion with their assessor will be via telephone,
teleconference or in person during the first week of their course. The planned activity for the
first interview includes a review of key Australian workplace legislation and review of and
participation in assessment activities.
Candidates will be required to demonstrate their ability to meet the requirements described for
each unit of competency they are enrolled in over a range of situations and environments to
the standard of performance expected in the workplace. The units of competency and their
requirements can be accessed via the website www.training.gov.au by typing the unit code
into the Nationally Recognised Training search box on the home page of that site.
Interviews/discussions with candidates are conducted throughout the assessment process.
These are informal conversations based around what the candidate knows or has done. The
purpose of this is to help the candidate to source appropriate evidence against the standards
and to confirm the linkage between what they have done and what they know and the
requirements of each unit. This process is also used to determine the authenticity of any
evidence that is provided and to help plan appropriate ways to fill gaps that are identified.
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•
beginning of the course which involve a range of assessment methods such as oral
questioning, written assessments, third party verification, practical observation and
examination of work product and portfolio evidence produced. Alternatively the candidate may
identify other suitable evidence that is already available. If an assessor asks a candidate to
demonstrate the performance of any of the described practical skills they will advise at that
time whether those will be part of the candidate’s normal workplace activities or a structured
activity set by the assessor and they will schedule a suitable time and place for this taking into
account any time needed for the candidate to fill any skill/knowledge and/or evidence gaps
found. Assessors will also at that time provide candidates with details of any conditions of the
assessment such as announced versus unannounced observations, period of observation
etc., and give them advice on the most appropriate method to use for collecting that evidence.
Assessment is based on the actual skills and knowledge that can be demonstrated in the
workplace. Trainers and assessors have flexibility and discretion in selecting assessment
methods and evidence gathering techniques to assess each unit of competency so that these
can be tailored to meet the varying needs of each candidate and to ensure the validity,
authenticity, currency and sufficiency of the evidence collected.
Assessors may refuse to conduct external site visits where it is not convenient or cost
effective for them to do so. Candidates have the option of attending an MBC approved facility
for testing at one of the following assessment session days/times in circumstances where
there are no other more suitable evidence gathering techniques/options available (eg. where
the candidate does not have suitable work environments and physical resources to be able to
demonstrate their skills): Mondays to Fridays 9am-2pm. MBC has approved testing facilities
available for this course on the Gold Coast.
Assessors will also provide guidance to help candidates to decide on appropriate methods for
gap training should there be skill and/or knowledge gaps identified during the initial
interview/informal discussion. There are many options available to help them to overcome any
gaps identified such as through the review of relevant Internet sites, videos and publications,
and through professional conversations and coaching and mentoring with experienced people
in their or some other workplace.
As this is an assessment only program MBC does not vouch that any training content
provided (or suggested) covers all of the requirements in the units/modules chosen and MBC
is not responsible for delivery or the cost of that training. Furthermore, training conducted at
and evidence gathered from a real or simulated workplace that a candidate has arranged that
has not been inspected by MBC to ensure a safe environment is done so at the candidate’s
own risk.
If the candidate needs assistance at any stage they can call or email their assessor via the
contact details provided to them. Their assessor will provide ongoing email, teleconference
and telephone guidance at the convenient times agreed upon to help them to focus on the
support that they need.
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The assessor will review MBC’s standard assessment tools with the candidate at the
Schedule A below if this is deemed necessary by the assessor for further demonstration of
their skills. The attached Schedule A lists the suitable physical resources and environments
and the range of work required for candidates to undertake skills development for all of the
units selected in this course. As this is an assessment only program the candidate is
responsible for ensuring that they are able to access those workplace environments and
resources and that range of work should practical skills training be required for any gaps that
are identified.
ASSESSMENT ATTEMPTS
Candidates are entitled to up to two assessment review attempts after their first initial
interview and prior to the course end date. The candidate can submit evidence of their
competency at any time throughout the course. Traineeship program plans will identify due
dates for assessment on a unit-by-unit basis to help the trainee to progress through their
traineeship program. The assessor will review and provide feedback on evidence that has
been submitted within five working days of receipt of that evidence. The due date for
submission of all of the candidate’s assessment evidence is four weeks prior to the course
end date to allow time for assessment and feedback and another opportunity for assessment
where a Not Yet Competent decision has been made. Once the course end date expires no
more assessment evidence will be accepted unless a course extension has been granted.
OTHER SUPPORT
Every calendar quarter currently enrolled candidates are contacted by MBC Administration
and reminded about the support assistance available to them and surveyed in relation to their
satisfaction with the services provided by MBC. Candidates are also surveyed again in
relation to their satisfaction with the services provided by MBC on completion of their course.
COSTS/FEES
Certificate III Guarantee Funded Programs
To be eligible for subsidised funding under the Certificate 3 Guarantee program Candidates
must be an Australian citizen, permanent resident or New Zealand citizen permanently
residing in Queensland, not already hold and are not currently enrolled in a post-school
certificate III or higher level qualification and be at least 15 years of age or older and no longer
at school.
You can access the Queensland Government Certificate 3 Guarantee Program Student Fact
Sheet here: http://training.qld.gov.au/resources/information/pdf/c3g-student-factsheet.pdf.
Students can only access the Certificate 3 Guarantee subsidy once so it is important you take
the time to carefully consider your training options, and compare different providers and their
fees, before committing to a course of study.
The Certificate 3 Guarantee program is funded by the Queensland Department of Education,
Training and Employment.
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MBC will make available the suitable workplace environments and physical resources listed in
Concessional Participants for this course is $12.00 ($1.00 per unit). These fees are payable
on enrolment.
Fee For Service Programs
Assessment fees payable by fee for services candidates are documented in course
information website pages and agreed upon prior to the candidate’s application for enrolment.
70% of the total course cost is allocated and attributable to the enrolment and the initial
assessment interview provided at the beginning of this course. The remaining 30% of the total
course cost is allocated and attributable to all of the other services provided by MBC in this
course.
Upon expiry of the candidate’s enrolment MBC may in it’s absolute discretion, at the request
of the candidate and upon receipt of payment of a course enrolment extension fee (the
amount of which to be decided by MBC based on the prevailing rate at that time), re-open the
candidate’s enrolment for another 52-week period.
REFUND POLICY AND OTHER TERMS AND CONDITIONS
Our refund policy appears in the Candidate Handbook which can be downloaded from the
Public Notices menu on our website. Please review our refund policy, the Candidate
Handbook and the terms and conditions of enrolment prior to taking this course.
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The total Assessment Co-Contribution Fee (SCF) payable by both Concessional and Non
Below is a list of the suitable physical resources and environments required for candidates to undertake skills development for all of
the units selected in this course.
• Workplace supervisors who have documented competence or demonstrated competence in all the units selected in this course.
• Work, Health and Safety (WHS) organisational policies, procedures, plans and standard operating procedures.
• Relevant WHS Acts, regulations, codes of practice, licensing requirements and standards.
• Appropriate office equipment and resources used in the identification and rectification of WHS compliance breaches.
• Access to office equipment and resources such as desks, chairs, cabinets, computers, printers, scanners, photocopiers, telephones,
Internet connection and current versions of Adobe PDF reader and text production software like Microsoft Word.
• Examples of documents relating to customer service standards and policies.
• Examples of documents relating to customer complaints policies and procedures.
• Examples of documents relating to diversity policies and procedures.
• Examples of information documents found in the workplace.
• Examples of promotional strategies.
• Organisation's purchasing strategies and relevant purchasing records.
• Examples of work schedules and performance improvement plans.
• Examples of written documents.
Below is a list of the range of work required for candidates to undertake skills development for all of the units selected in this course.
• Determining the legal framework for WHS in the workplace
• Contributing to activity that reflects WHS legislative requirements
• Keeping up to date with WHS legislation and relevant publications
• Advising on resource requirements
• Monitoring resource usage and maintenance
• Acquiring resources
• Identifying customer needs
• Delivering a service to customers
• Monitoring and reporting on service delivery
• Recognising individual differences and responding appropriately
• Working effectively with individual differences
• Responding to complaints
• Referring complaints
• Exercising judgment to resolve customer service issues • Seeking, receiving and communicating information and ideas
• Encouraging trust and confidence
• Identifying and using networks and relationships
• Contributing to positive outcomes
• Collecting and assessing workplace information
• Organising workplace information
• Reviewing workplace information needs
• Identifying opportunities to do things better
• Discussing and developing ideas with others
• Addressing the practicalities of change
• Developing and maintaining knowledge of products and services
• Recommending products and services
• Advising on promotional activities
• Understanding purchasing and own requirements
• Making purchases
• Receiving purchases
• Organising and completing own work schedule
• Monitoring own work performance
• Coordinating own personal skill development and learning
• Planning, finalising and reviewing simple documents
• Reviewing and advising on resource requirements
• Working with individual differences
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SCHEDULE A