All Students:

The Student is to demonstrate in the following role play at least one example of evidence of the ability to:

identify risks

consult with relevant stakeholders to analyse and evaluate risks

identify and evaluate control measures

develop and implement treatment plans for own area or responsibility

refer risks that are beyond own area of responsibility to others

maintain risk management documentation.

Role Play:

You are to assume the role of an experienced customer service manager who controls a dynamic team of 18 staff in a profitable corporation. It is your role to support and manage the team to carry out eminent service.

The team reports back to you immediately with any negative consumer criticism. It is obvious there is an enormous growth in mistakes. A number of clients have complained about receiving their deliveries much later than advised and items missing from their orders.

The Head of the corporation is fearful that it may impact ongoing sales. You know you have to take measures to ameliorate their service to ensure the client is at ease.

You are to conduct one role play to exhibit that you can identity and evaluate risks. The role play is to be a meeting with stakeholders to rectify the cause of the issues and come up with a solution to prevent ongoing risks. A colleague or class mate can play the role of this person and must be briefed on the situation so he/she can act the role appropriately.

You will be required to check your progress with the trainer/ assessor at the completion of each part of the assessment before commencing the next.

The trainer/ assessor will inform you of any significant errors or misjudgements throughout the procedure and give valuable feedback to you for the rectification of the problem.

If the result of the assessment is that you are Not Yet Satisfactory, you may be required to retake the assessment.

Identify risks

By identifying the context for risk management

By identifying risks using tools, ensuring all reasonable steps have been taken to identify all risks

By documenting identified risks in accordance with relevant policies, procedures, legislation and standards

Analyse and evaluate risks

By analysing and documenting risks in consultation with relevant stakeholders

By undertaking risk categorisation and determine level of risk

By documenting analysis processes and outcomes

Treat risks

By determining appropriate control measures for risks and assessing for strengths and weaknesses

By identifying control measures for all risks

By referring risks relevant to whole of organisation or having an impact beyond own work responsibilities and area of operation to others as per established policies and procedures

By choosing and implementing control measures for own area of operation and/or responsibilities

By preparing and implementing treatment plans

Monitor and review effectiveness of risk treatment/s

By regularly reviewing implemented treatment/s against measures of success

By using review results to improve the treatment of risks

By providing assistance to auditing risk in own area of operation

By monitoring and reviewing management of risk in own area of operation

Resources required for Direct Observation

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the regulation, licensing and risk - risk management field of work and include access to:

relevant legislation, regulations, standards and codes

relevant workplace documentation and resources

case studies and, where possible, real situations

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.