Assignment – Trainers Guide

BSBHRM513A Manage workforce planning

Student Name: Student ID: ____

Assessment Coding
Assessment of this program of study is based on competency based principles.
S = Satisfactory
NS = Not Satisfactory
Students who fail to perform satisfactorily for the assessment in the prescribed date may be assessed as ‘not
satisfactory’. You are required to be assessed as ‘Satisfactory’ on completion of Assessments as assigned by
your assessor/s for this unit of competency.
Assessor Judgement Guideline
The Assessment Benchmarks developed for each unit of competency is the evidence criteria used to judge the
quality of performance (i.e. the assessment decision-making rules). Assessors use these benchmarks to make
judgement on whether competency has been achieved and to determine if the participant has performed to the
standard expected to meet unit requirement and learning outcomes. Competency results for each unit are
recorded in the Record of Assessment Form.
Reasonable Adjustment
Careers Australia will allow flexibility in relation to the way in which each unit is delivered and assessed based on
the student’s requirement. The following are the reasonable adjustments for this unit:
Reasonable Adjustment for this unit College Based On Line Delivery
assistance of a Learning Support Teacher for LLN issues Yes Yes
modifications to physical environment, e.g. wheelchair access Yes Not Applicable
changes to course design, e.g. instead of written assessment task – change to Yes Not Applicable
verbal questioning & assessor to write the answers
Re-assessment
Any re-assessment is conducted as soon as practicable after you have been informed of the requirement to be re-
assessed and have been given the opportunity to be re-trained and assimilate the training. You are re-assessed in
only the areas assessed NS. It is at the assessor/s discretion to re-assess the entire assessment should it be
demonstrated an overall understanding of this unit has not been achieved. Students that are assessed
“satisfactory” after re-assessment of areas deemed NS will achieve competency for this assignment.
I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australia’s
appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory’ in all parts of the assessment to gain
a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where
acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to
disciplinary action (refer to student handbook).

Student Signature: ____________________________ Date:

Assessor use only

Assessor Comment/Feedback: ____________

_____
_____
_____

Assessor Name: _______________________________ Assessor Signature: ____________________________

Date: _________________ Result: Satisfactory/Not Satisfactory

Office use only:

Results entered by: Date: Skills Centre:

Assignment – Manage workforce planning

February 2014 Page 1

 Assignment – Trainers Guide
BSBHRM513A Manage workforce planning
Assessment due date: Click here to enter a date.

Instructions

You can use Fynntown scenario, or develop a workforce plan of approximately 4 x A4 pages based on your own
organisation. Alternatively, you can use the template provided or develop your own Workforce Plan.

Fynntown Scenario:

You are an ambitious Customer Service Team Leader at Fynntown City Council Customer Service Centre (FCC CSC).
FCC CSC does not currently have a good reputation for customer service with either the business or general
community. You have a lot of ideas on how to improve this situation, but as a Team Leader, you do not have the
authority to implement any of these ideas. Also, you have recently undertaken a risk assessment that identified
workforce planning, in particular a skills gap within the CSC, as a significant risk to the organisation.

There is a genuine risk that FCC will lose its State and Federal Government funding, which accounts for 40% of all
Council funds, if customer service isn’t dramatically improved within 18 months. Consequently, the Council
members are desperate to see improvements, without cutting into current spending or increasing rates.

Fynntown documents available for research.

 Fynntown Council’s Draft Community Strategic Plan 2012 – 2013 (to be found in Additional Resources)

 Fynntown Council’s 2012-2013 Operational Plan (to be found in Additional Resources)

 Fynntown Customer Service Centre Performance Summary 2012 (to be found in Additional Resources)

 Fynntown City Council Human Resource Policy Handbook (to be found in Additional Resources)

 Current Structure (information below)

Assignment Submission Evidence

You are to submit the following items as evidence for your assignment:

A workforce plan of approximately 4 x A4 pages based on your own organisation. Alternatively, you can use the
template provided or develop your own Workforce Plan.

February 2014 Page 2

 Assignment – Trainers Guide
BSBHRM513A Manage workforce planning
Workforce Plan
Executive Summary
 Briefly describe the process used to develop your Workforce Plan and your key findings (minimum 50
words).
TIP: The Executive Summary should be completed after the Workforce Plan is completed.

Identifying what skills are currently lacking in the fcc and improving with training and development as well as on
the job training and coaching for most employees is going to benefit with their standard of work.
Offering some employees a different position in the fcc based on their skills will be a benefit to both the
organization and the employee.
And all employees will attend teamwork building activities to better their work relationships in efforts to ensure a
team that works together.

Critical Job Roles

 Identify job roles in the organisation that are critical to the success of the Customer Service Centre

TIP: Refer to the Organisational Structure provided.

The job roles in the organisation that are critical to the success of the customer service centre are:
The Customer service manager and the customer service team leader, without either the running of the
customer service centre would not be able to cope.
Both have separate roles to play with in the FCC the customer service team leader is Responsible for the day to
day management of a team of customer service officers within Fynntown City Council’s Customer Service
Centre dealing with enquiries to agreed performance standards.
And the customer service manager Oversees and manage the internal and external customer relationships,
and escalations, within Fynntown City Council.

The key requirements for a skilled and diverse workforce

TIP: Read Workbook “Organisational Diversity”
 Explain what a diverse workforce is and why it is desirable for the organisation to have a skilled and
diverse workforce.
 Make reference to legal obligations relating to Equal Employment Opportunity (EEO).
 Outline the requirements for achieving a skilled and diverse workforce.

Workforce diversity is when there is a wide variety of people with different backgrounds, nationalities, and ages in
the workforce to establish a skilled and diverse workforce. Having a skilled diverse workforce has many benefits
including in the FCC increased productivity and higher retention and lower turnover rate.
Under the EEO legislation it is unlawful to discriminate against employees on a range of diversity characteristics as
well as this all jobs are awarded on basis of merit alone and not characteristics.

Factors that may affect workforce supply (include current Government policy). Provide at least four factors.

TIP: See Workbook “Factors that may affect workforce supply”

February 2014 Page 3

 Assignment – Trainers Guide
BSBHRM513A Manage workforce planning
 Students should research current Government Policy on these factors. Search could include government
websites, professional associations, on-line research, newspapers.

 Useful sites include:

 http://www.abs.gov.au/websitedbs/d3310114.nsf/Home/ABS+in+the+Media
 http://www.lgma.org.au/
 http://www.smh.com.au/

 Unemployment rates- when unemployment rates are high this may result Lower staff turnover –
employees are less likely want to move or change jobs in an uncertain economic climate.

 Women in the workforce-With the increase in female participation in the labour force, the University
will need to develop policies and practices that attract and support women in the workplace.

 Skills and labour shortages- The lack of suitable staff creates problems and risks for the Australian
economy. A lack of staff means that businesses cannot expand production to meet demand.

 Generational Differences -Employers will need to identify and actively manage the composition of the
changing workforce and the different generations within the workforce

February 2014 Page 4

 Assignment – Trainers Guide
BSBHRM513A Manage workforce planning
1. Current Internal Work Force Analysis – (refer to Fynntown Customer Service Centre Performance Summary 2012)

Staff Role Staff Salaries Employment Type Staff member’s Current Skills and Current Comments on current staff Identify strategies to
Member’s Perm/Tem/ Casual/Part characteristics. Abilities Capability Level capability findings and any improve the skills
Name time Ranked 1 – 5 skill gaps identified?

(these may need (these may need to be (Age Gender (where 5 =

to be researched) determined by the Race etc) Advanced & 1 =
www.seek.com.au student) Beginner)
Tiffany green Receptionist $40,000 pa Perm full time 31 female Excellent customer 3 Needs improvement in council Employees will benefit from
Caucasian service knowledge council knowledge training

Gavin bower Complaints $20,000 pa Perm part time 45 male High understanding of 2 Lack customer service skills and Will benefit from on the job
Caucasian council knowledge communication skills and training and team activities
teamwork offer position in general
enquires

Elsa Clare Complaints $20,000pa Perm part time 32 female Meets expectations 3 Meets expectations Will benefit from training and
aboriginal teamwork activities

Bert Dunman Complaints $45,000pa Full time 40 male Great communication 3 Needs to improve teamwork Will benefit from team
aboriginal skills activities

Yvonne complaints $40,000pa Perm full time 50 female Good customer service 3 Needs improvement in Will benefit from team
chrisostomos Caucasian skills and council communication skills activities and training
knowledge

Janice smith Complaints $20,000 Part time 42 female Shows excellence in all 4 Need improvement in Knowledge Team activities
Caucasian areas of performance of council

Albert Mcnally Complaints $40,000 Perm Full time 36 male Communication skills 3 Needs improvement in council Training and development
aboriginal and customer service knowledge and currently social offer part time hours
activities effecting work

Caleb Complaints $15,000 Casual perm 38 male Performs adequately 3 Lacks motivation Team work activities and on
o’sulivan Caucasian the job training and coaching

Josh white General $40,000 Perm Full time 25 male Committed to his work 3 A little competitive Team work activities
enquires Caucasian

Charles baxter General $45,000 Full time 34 male Follows instructions well 3 Quiet dose not contribute Team work activities
enquires Caucasian

February 2014 Page 5

 Assignment – Trainers Guide
BSBHRM513A Manage workforce planning
Eugene smiley General $15,000 Casual perm 32 male Good knowledge of the 2 Inconsistent worker On the job training and
enquires Caucasian council coaching

Jane Happly General $45,000 full time 45 Female Works to a high standard 3 Needs improvement in team Teamwork activities and on
enquires Caucasian work and communication the job training

February 2014 Page 6

 Assignment – Trainers Guide
BSBHRM513A Manage workforce planning

Comments on any diversity requirement/s:

 Student to provide at least two comments.
TIP: Workbook “Organisational Diversity” . Identify any FCC specific staff diversity issues. Does any particular legislation apply?
 Having a diverse workforce means Fynntown City Council will provide equal opportunity in employment to people without discrimination based on a personal
characteristic protected under state and federal equal opportunity legislation.

 Fynntown City Council always aims to employ the best candidates based on skills and qualifications to best suit the job position.

Comments on capacity to meet projected demands on services:

 Student to provide at least two comments.
TIP: Consider staffing levels and identify skills gaps highlighted in the FCC Performance Summary document

Currently there are a high number of employees who are lacking in communication skills and customer service skills, training is to be provided to improve the skills gaps
and ensure a high standard of work to be delivered.

With only 4 people working in the general enquires and 7 in complaints moving one or two people to general enquires will balance out the difference and possible
improve the standard of work that is delivered.

February 2014 Page 7

 Assignment – Trainers Guide
BSBHRM513A Manage workforce planning

Workforce Planning initiatives and strategies

 Identify at least three (3) and explain how they will assist the organisation.
 Training and development will help organisation in the areas that are currently lacking -
communication skills, customer service skills and teamwork
 Using the redeployment method for some employees who will benefit in a different are of the customer
service are will better the standard of work delivered
 Recruitment for possible new employees who better meet workplace expectations if training and
development and redeployment fails.

Programs that will be implemented to ensure the workplace is an employer of choice.

 List at least three (3) and explain how they will benefit the organisation.
TIP: See Workbook “Being an Employer of Choice”
 Offering more training and development opportunities within the FCC, ensuring all employees have the
right skills needed to carry out tasks confidently and correctly

 Career development opportunities offing more training to better current skills, giving employees the
chance to move forward in their career and be more confident in current role.

 Coaching and mentoring programs, all employees will have the opportunity to attend coaching programs
helping understand job roles and job descriptions.

Key Stakeholders identified who need to be communicated with in regards to the Workforce Plan
TIP: Workbook “Communicating with Stakeholders”
Focus on the four Key Interest Groups listed in the workbook.
 IT department

 City Council

 Local Business council

 State and Federal government

-
Communication Plan
 For the Key Stakeholders identified above, explain what medium you will use to communicate (eg email,
face-to-face meeting, letter) and why you chose this type of communication.
TIP: See Workbook “Communicating with Stakeholders”
 The communication process will include group meeting as an open forum to effectively communicate points
across as clearly as possible which will also help any confusion as questions can be answered face to face and
any issues brought to attention.
 As well as meeting all information will be in document form for stakeholders to take away and read over again
to be able to make suggestions and have for future references.

February 2014 Page 8

 Assignment – Trainers Guide
BSBHRM513A Manage workforce planning

Employee satisfaction survey questions to gauge worker satisfaction

 Provide at least five (5) questions.
TIP: Use workbook “Organisational Climate Questionnaires /Surveys” as a guide.
 Is there enough opportunities for employees?
 Do you feel there is enough training and development?
 Do you feel challenged in current role?
 Is there enough support from management?
 Do you feel safe in the current work environment?

-
Change management strategies that assist with the effectiveness of change processes associated with workforce
planning initiatives
 Explain how the change strategies selected will help the organisation deal with organisational change.
TIP: See Workbook “Change Management Strategies”
 The change method that will be used is lewins.
Preparing the organisation for the upcoming changes and giving them time to prepare with as little confusion as
possible.
Then starting the change and putting in to effect to new changes supply training and support through this time to
ensure every employee is prepared and is aware of what is expected.
And finally set in place new changes which employees have be informed and trained to be able to carry out for this
point forward.

February 2014 Page 9

 Assignment – Trainers Guide
BSBHRM513A Manage workforce planning

Student Name: Student ID:

Group: Date:

This Assignment will be marked against the following.

This checklist is to be used when assessing the students in this task. This checklist is to be completed for each
student. Please mark completed assignment as per the following checklist. S: Satisfactory or NS: Not
Satisfactory

1. Marking Checklist – Manage workforce planning S / NS

Factors affecting workforce supply have been identified

Requirements for a skilled and diverse workforce have been established

Workforce objectives and strategies have been developed

Workforce planning objectives have been communicated to relevant stakeholders

Strategies have been developed and implemented to assist workforce deal with change

Workplace employer of choice strategies have been identified

Organisational climate surveys have been developed to gauge worker satisfaction

Government policy has been reviewed

A workforce plan has been developed that includes relevant research

SATISFACTORY/NOT SATISFACTORY DATE:

ASSESSOR NAME: ASSESSOR SIGNATURE:

COMMENTS:

February 2014 Page 10