Competencies

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Competencies

There are 11 Competency Units in the Frontline Management Competency Standards. These are available at 3 AQF levels.

They are listed below under the three levels. Although there are different names for the competencies at the different levels they all have the same or similar content. It is mainly the scope that is different at different levels.

We list them below under the three AQF levels III, IV and V. You would take Level III for a Certificate III, Level IV for Certificate IV and Level V for the Diploma.

Certificate III in Business (Frontline Management)

AQF Level III

A total of 6 of these competencies (4 core and 2 non-core) must be completed to gain the Certificate III in Business (Frontline Management)

(Core Unit) BSBCMN302A Organise Personal Work Priorities and Development

This unit covers the skills and knowledge required to organise own work schedules, monitor and obtain feedback on work performance, and maintain required levels of competence.

(Core Unit) BSBFLM302A Support leadership in the workplace

Frontline management has an important leadership role in the development of the organisation. This will be evident in the way they work with teams and individuals, their standard of conduct and the initiative they take in influencing others. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement.

(Core Unit) BSBFLM303A Contribute to effective workplace relationships

Frontline management plays an important role in developing and maintaining positive relationships in internal and external environments so that customers, suppliers and the organisation achieve planned outputs/outcomes. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement.

BSBFLM304A Participate in work teams

Frontline management has a key role in leading, participating in, facilitating and empowering work teams/groups within the context of the organisation. They play a prominent part in motivating, mentoring, coaching and developing team members, and in achieving team cohesion. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement.

(Core Unit) BSBFLM305A Support operational plan

Frontline management is actively engaged in planning, implementing, monitoring and recording performance to achieve the business plans of the team/organisation. This key role is carried out to provide safe, efficient and effective products and services to customer satisfaction within the organisation’s productivity and profitability plans. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement.

BSBFLM306A Provide workplace information and resourcing plans

Frontline management is an important contributor and user of information. Their competency in identifying, acquiring, analysing and using appropriate information plays a significant part in the effectiveness of the organisation’s performance. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement.

BSBFLM309A Support continuous improvement systems and processes

Frontline management has an active role in managing the continuous improvement process in achieving the organisation’s objectives. Their position, closely associated with the creation and delivery of products and services, means that they play an important part in influencing the on-going development of the organisation. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement.

BSBCMN310A Deliver and Monitor a Service to Customers

Frontline management is involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation and the customer. This will be carried our in the context of the organisation's policies and practices as well as legislation, conventions and codes of practice. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement.

BSBFLM311A Support a workplace learning environment

Frontline management plays a prominent role in encouraging and supporting the development of a learning organisation. Promoting a learning environment in which work and learning are integrated is an important goal to be achieved. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement.

(Core Unit) BSBCMN311A Maintain Workplace Safety

This unit is concerned with OHS responsibilities of employees with supervisory responsibilities to implement and monitor the organisation's Occupations Health and Safety Policies, procedures and programs in a small team to meet legislative requirements. This unit has been adapted from Generic Competency B in the National Guidelines for Integrating Occupational Health and Safety Competencies into National Industry Competency Standards [nohsc:7025 (1998) 2nd edition].

BSBCMN312A Support Innovation and Change

This unit covers the skills and knowledge required to contribute ideas for improved work practices and to support the implementation of innovative work practices to effect change. This unit draws on the work of the Innovative Work Skills project of the Australian National Training Authority.

Certificate IV in Business (Frontline Management)

AQF Level IV

A total of 8 of these competencies (5 core and 3 non-core) must be completed to gain the Certificate IV in Business (Frontline Management)

(Core Unit) BSBCMN402A Develop Work Priorities

This unit covers the skills and knowledge required to plan own work schedules, monitor and obtain feedback on work performance and development.

(Core Unit) BSBFLM402A Show leadership in the workplace

Frontline management has an important leadership role in the development of the organisation. This will be evident in the way they work with teams and individuals, their standard of conduct and the initiative they take in influencing others. At this level, work will normally be carried out within routine and non-routine methods and procedures which require the exercise of some discretion and judgement.

(Core Unit) BSBFLM403A Manage effective workplace relationships

Frontline management plays an important role in developing and maintaining positive relationships in internal and external environments so that customers, suppliers and the organisation achieve planned outputs/outcomes. At this level, work will normally be carried out within routine and non-routine methods and procedures which require the exercise of some discretion and judgement.

BSBFLM404A Lead work teams

Frontline management has a key role in leading, participating in, facilitating and empowering work teams/groups within the context of the organisation. They play a prominent part in motivating, mentoring, coaching and developing team members, and in achieving team cohesion. At this level, work will normally be carried out within routine and non-routine methods and procedures which require the exercise of some discretion and judgement.

(Core Unit) BSBFLM405A Implement operational plan

Frontline management is actively engaged in planning, implementing, monitoring and recording performance to achieve the business plans of the team/organisation. This key role is carried out to provide safe, efficient and effective products and services to customer satisfaction within the organisation’s productivity and profitability plans. At this level, work will normally be carried out within routine and non-routine methods and procedures which require the exercise of some discretion and judgement.

BSBFLM406A Implement workplace information system

Frontline management is an important contributor and user of information. Their competency in identifying, acquiring, analysing and using appropriate information plays a significant part in the effectiveness of the organisation’s performance. At this level, work will normally be carried out within routine and non-routine methods and procedures which require the exercise of some discretion and judgement.

BSBCMN410A Coordinate implementation of customer service strategies

This unit covers skills and knowledge required to advise on, and carry out customer service strategies, and evaluate customer strategies on the basis of feedback and design strategies for improvement.

(Core Unit) BSBCMN411A Monitor a Safe Workplace

This unit is concerned with OHS responsibilities of employees with supervisory responsibilities to implement and monitor the organisation's Occupational Health and Safety policies, procedures and programs in the relevant work area to meet legislative requirements. This unit has been adapted from Generic Competency B in the National Guidelines for Integrating Occupational Health and Safety Competencies into National Industry Standards [NOHSC:7025 (1998) 2nd edition].

BSBFLM409A Implement continuous improvement

Frontline management has an active role in managing the continuous improvement process in achieving the organisation’s objectives. Their position, closely associated with the creation and delivery of products and services, means that they play an important part in influencing the on-going development of the organisation. At this level, work will normally be carried out within routine and non-routine methods and procedures which require the exercise of some discretion and judgement.

BSBCMN412A Promote Innovation and Change

This unit covers the skills and knowledge required to promote the use and implementation of innovative work practices to effect change.

BSBCMN404A Develop teams and individuals

This unit covers the skills and knowledge required to determine individual and team development needs and facilitate the development of the workgroup.

Diploma in Business (Frontline Management)

AQF Level V

All 11 or these competencies must be completed to gain the Diploma in Business (Frontline Management)

BSBFLM501A Manage personal work priorities and professional development

Frontline management is responsible for managing their own performance and professional development. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

BSBFLM502A Provide leadership in the workplace

Frontline management has an important leadership role in the development of the organisation. This will be evident in the way they work with teams and individuals, their standard of conduct and the initiative they take in influencing others. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

BSBFLM503A Establish effective workplace relationships

Frontline management plays an important role in developing and maintaining positive relationships in internal and external environments so that customers, suppliers and the organisation achieve planned outputs/outcomes. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

BSBFLM504A Facilitate work teams

Frontline management has a key role in leading, participating in, facilitating and empowering work teams/groups within the context of the organisation. They play a prominent part in motivating, mentoring, coaching and developing team members, and in achieving team cohesion. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

BSBFLM505A Manage operational plan

Frontline management is actively engaged in planning, implementing, monitoring and recording performance to achieve the business plans of the team/organisation. This key role is carried out to provide safe, efficient and effective products and services to customer satisfaction within the organisation’s productivity and profitability plans. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

BSBFLM506A Manage workplace information system

Frontline management is an important creator and manager of information. Their competency in identifying, acquiring, analysing and using appropriate information plays a significant part in the efficiency and effectiveness of the individual’s/team’s/organisation’s performance. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

BSBFLM507A Manage quality customer service

Frontline management is involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation and the customer. This will be carried out in the context of the organisation’s policies and practices as well as legislation, conventions and codes of practice. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

BSBMGT505A Ensure a Safe Workplace

This unit has been adapted from Generic Competency B in the National Guidelines for Integrating Occupational Health and Safety Competencies into National Industry Standards [NOHSC:7025 (1998) 2nd edition].

It is relevant for those with managerial responsibilities, either as an owner or employee manager, of a business. The unit is concerned with establishing, maintaining and evaluating the organisation's Occupational Health and Safety policies, procedures and programs in the relevant work area in accordance with OHS legal requirements. All those who have (or are likely to have) a management responsibility for OHS should undertake this unit.

BSBFLM509A Promote continuous improvement

Frontline management has an active role in managing the continuous improvement process in achieving the organisation’s objectives. Their position, closely associated with the creation and delivery of products and services, means that they play an important part in influencing the on-going development of the organisation. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

BSBFLM510A Facilitate and capitalise on change and innovation

Frontline management has an active role in fostering change and acting as a catalyst in the implementation of change and innovation. They have a creative role in ensuring that individuals, the team and the organisation gain from change; and that the customer benefits through improved products and services. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

BSBFLM511A Develop a workplace learning environment

The unit is equivalent to the original unit BSXFMI511A Contribute to the development of a workplace learning environment. Frontline management plays a prominent role in encouraging and supporting the development of a learning organisation. Promoting a learning environment in which work and learning are integrated is an important goal to be achieved. At this level, work will normally be carried out within complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

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