(ICAITS022B)
Determine client computing problems and action

Description

This unit defines the competency required to record and prioritise client support activities, determine the required resources, solve the client problem or escalating as necessary

Elements of Competency and Performance Criteria

1. ICAITS022B/01 Determine client problem :

Appropriate questions are asked to determine client problem.

Client problem is documented for follow up.
Specific client requirements from logged requests are determined and further appropriate investigation such as on site visit is carried out, to gain further information.

2. ICAITS022B/02 Prioritise client problems :

Scale of problem is determined and monitored.
Problem constraints are determined. Impact analysis of problem to organization is undertaken.
Priorities are determined. Advice and support are provided to the client from database of known problems,

3. ICAITS022B/03 Refer maintenance to supervisor where required

Options of referral or action are investigated and appropriate
Client help documentation is provided as required.
Support and advice are documented according to organization guidelines. Maintenance and technical support agreements are dete
Problem is referred to supervisor, management or technical area as required.
Referrals are documented and tracked according to organization guidelines.

4. ICAITS022B/04 Carry out maintenance

New components are obtained in line with organization guidelines.
Maintenance is completed in line with organization guidelines.
Used components are stored and disposed of in accordance with organization guidelines.

5. ICAITS022B/05 Prepare maintenance report

Maintenance is prepared in line with organisation guidelines.
Maintenance requirements to appropriate area are escalated as required.

6. ICAITS022B/06 Confirm problem resolution

Client evaluation and feedback are obtained to ensure requirements of client are met.
Problem is resolved to client satisfaction or client is referred to supervisor/appropriate person for follow up. Problem is resolved to client satisfaction.

Key Competencies

Range Statement

Documentation and Reporting
Audit trails, naming standards, version control.

Advice and support
can include: provision of client documentation, manuals; documentation from vendor ; advice on software supported by the organisation can include but is not limited to formatting spreadsheets, creation of graphs, setting up of word processing documents for printing, setting up an electronic mail system; advice on hardware supported by the organisation, including but not limited to operation of printers, setting of screen resolution, formatting of disks, reconfiguration of printers and scanners.

OH and S Standards

As per company, statutory and vendor requirements. Ergonomic and environmental factors must be considered during the demonstration of this competency.
Further investigation
can include: On site examination; Question and answers; Active listening to client and other employees; Contacting vendor or maintenance contract organisations; Referring to technical area.

Organisational Standards
May be based upon formal, well-documented methodologies or non-existent. For training delivery purposes best practice examples from industry will be used.
Database of known problems
can include information available in the workplace, from Internet or from software vendors.
Organisation information
includes security procedures, logged call procedures, contracting arrangements relating to Information Technology purchasing.

PARTICIPATE IN TEAM & INDUVIDUALLY TO ARCHIEVE ORGANIZATION GOALS

(ICAITTW011B)

Participate in a Team and Individually to achieve Organization Goals

Training Providers

Description
This unit expresses competency required to work individually and with others in an organisation

Elements of Competency and Performance Criteria
National Code
Element Name

ICAITTW011B/01
Establish own work schedule

· Work to be completed is identified.
· Work is prioritised according to organization guidelines.
· Urgent requests are prioritised and acted on according to organizational guidelines.

ICAITTW011B/02
Participate in team structure

· Members and roles of team are identified.
· Tasks and goals are identified and acted on.
· Assistance is sought from team members when necessary.
· Feedback is given and received to ensure organization goals are met.

Key Competencies
Key Competency
Examples of Application
PerformanceLevel
How can information be collected, analyzed and organized?
Examples of how the Key Competencies apply in this unit are not provided
1
How are ideas and information communicated within this competency?
Examples of how the Key Competencies apply in this unit are not provided
1
How are activities planned and organized?
Examples of how the Key Competencies apply in this unit are not provided
1
How are problem solving skills applied?
Examples of how the Key Competencies apply in this unit are not provided
2
How are mathematical ideas and techniques used?
Examples of how the Key Competencies apply in this unit are not provided
1
How is use of technology applied?
Examples of how the Key Competencies apply in this unit are not provided
1
How is team work used within this competency?
Examples of how the Key Competencies apply in this unit are not provided
1
Range Statement
Team members
Variables may include but are not limited to: peers, supervisors and other members of the organization; people from a range of social, cultural or ethnic backgrounds; autonomy and responsibility of the team; responsibility of team members; life of the team.
Organization
Variables may include but are not limited to: organisational charts and work-flow guides; time line for tasks and goals; critical ratings policy.
Tools and resources
For time management such as, diaries, personal organizers.
Leadership
Leadership styles of team leader.
Client User
May be a department with the organization or a third party and so the relation and ease of access will vary.
Documentation and Reporting
Audit trails, naming standards, version control.
OH and S Standards
As per company, statutory and vendor requirements. Ergonomic and environmental factors must be considered during the demonstration of this competency.
Organizational Standards
May be based upon formal, well documented methodologies or non-existent. For training delivery purposes best practice examples from industry will be used.

Evidence Guide
Underpinning knowledge of
· Principles of ethical work practice for example, when participating in teams.
· Roles and responsibilities of individual team members.
· General understanding of social and organizational systems for when participating in teams.
· Results orientated approaches, for example when establishing ones own work schedule.
· Organizational structure and Information Technology division structure so as to inform own and team work practices.
· General organizational strategic direction and values soas to inform own and team work practices.
· General work team processes and group dynamics for example, when participating in teams.
Underpinning skills in
· Decision making between a limited range of options, for example, when prioritizing work according to organization guidelines.
· Assertiveness, for example, when identifying team roles.
· Questioning and active listening are employed, for example, when giving and receiving feedback.
· General customer Service, for example, when processing urgent according to organizational guidelines.
· Time management for self management purposes, for example, when prioritizing work according to organization guidelines.
· Basic planning skills.
· Problem solving techniques for known problems in routine processes, for example, when identifying and acting on tasks and goals.
· Literacy skills in relation to general workplace documentation.
Critical aspects of evidence
Assessment must confirm the ability to participate in a team or act individually to meet organization requirements and be able to respond to requests and priorities work schedule to meet organizational guidelines.
Interdependent assessment of units
The interdependence of units of competency for assessment will vary with the particular project or scenario. This unit has importance to a range of IT services and should therefore be assessed in a holistic manner with the technical/ support units.
Resources
Peers and supervisors for obtaining information on the extent and quality of the contribution made.
Consistency
Competence in this unit needs to be assessed using formative assessment to ensure consistency of performance in a range of contexts.
Context
Work is carried out under routine supervision. An individual demonstrating this Unit would be able to: demonstrate basic operational knowledge in a moderate range of areas; apply a defined range of skills; apply known solutions to a limited range of predictable problems; perform a range of tasks where choice between a limited range of options is required; assess and record information from varied sources; and take limited responsibility for ones own outputs in work and learning. This competency can be assessed in the workplace or in a simulated environment.

ICAITTW002B Communicate in IT workplace

ICAITTW002B
Communicate in the IT workplace

On completion of this unit learners should be competent in promoting professional client support through verbal and non-verbal communication. This Unit incorporates a broad knowledge of OH & S principles, organisational Policy and Procedures and the ability to process information and establish contact with both internal and external clients.
This Unit includes:
Establishing contact with clients
Processing information

Glossary

Active Listening
Responding to what you hear, indicating you are listening.

Aggressive
To put others down, only see your point of view, pushy and abusive at times.

Assertive
To be clear and honest when speaking about your feelings and respect the rights and needs of others without making judgements.

Body Language
Movement of the body and facial expressions to communicate.

Communicate
Successfully convey an idea from one person to another using some form of medium – verbal, non verbal.

Communication Breakdown
Failure to communicate or be understood for some reason.

Compose
To produce or put together an idea, usually written.

Empathy
The ability to see things from the other person’s point of view.

Feedback
Any reply to a message.

Internal Client
Other workers within the same organisation.

Interpretation
What the receiver understands from the communication and what they get from it.

Medium
The method or channel you choose to send the message by – verbal, written, visual, non-verbal.
Message
What you want to communicate – an idea, instruction, request, statement.

Non Verbal
Without talking (words)

Oral
By way of speaking in words.

Passive
When you do not clearly communicate what you think or feel.

Pessimists
People who always seem to see the negative side of things.

Receiver
The person/s who you want to communicate with.

Screening Calls
Listening to the caller and asking questions to establish the purpose of the call, then make a decision based on this information and the company policy.

Stereotypes
Judging or classifying people into a particular category according to appearance, behaviour, clothes or a belief.

Exercise 1

In its simplest form communication can be described as a process and demonstrated in the following model:

Simple Model of the Communication Process

Using this model, think about the different types of mediums you can use in your communication to send a message to someone.

Answer Exercise 1

Different kinds of medium:
Conversation
Telephone
Fax
E-mail
Meetings
Letters
Memos
Reports
Demonstration
Observation
Diagrams
Symbols
Body language
Video
Audio tape
Advertisement

Exercise 2

Consider all the different forms of media used for communication and place a tick in the boxes you think would be the most appropriate for the message being sent. There may be more than one choice.

Exercise 3

Questions

1. For any kind of communication to take place, whether it is verbal, non-verbal, written or via

computers, there are two main components – what are they?
2. What kinds of ‘hindrances’ can cause bad or poor communication to occur?
3. How can you tell if someone is listening to you?
4. It is always better to make a __________________ rather than command or order someone to do something.
5. Communication is a ____________ process.
6. Besides passive communicators there are two other main types, what are they?
7. List some of the differences between these main types of communication styles:

Answer:

1. Sender and Receiver.

2. Noise, poor medium, misunderstanding, personal problems, feeling unwell.
3. Body language, head gestures, facial expressions.
4. Suggest or request.
5. Two-way.
6. Aggressive and Assertive
7. Aggressive – hurtful, forceful, self-opinionated, commanding; Assertive –

Clear and honest, respects the rights of others, requests rather than commands.

Case Study 1

Read the following scenario and list the communication and customer service faults.
Robert Martin needed some information on the latest accounting software available from the local Computer Store.
Robert experienced the following:
~ There was no one at the counter when he walked in, so he looked around the store for a while, then went back to the counter and called out for someone.
~ A sales person finally appeared complaining about the end of month paper work and how there was not enough time in the day and there were too many interruptions!
~ Before Robert had time to finish his enquiry the phone rang and the sales person answered the call, which took several minutes to complete.
~ He finally got to finish his enquiry but the sales person felt there was someone else better suited to answer his questions, so called a second person to the counter.
~ Robert then had to repeat everything again.
~ The sales person did not seem too interested in his needs and talked him into buying a different version of the accounting software, which cost more.
~ Robert went away feeling like he had been “fobbed off”, but was pleased to finally have his software.
~ When he tried installing it however, he discovered the hardware did not support that version of the accounting software, at which point he became very angry and frustrated.

After identifying the customer service faults, write a letter of complaint to the manager of the computer store and make some suggestions towards improving their communication and service techniques.

Exercise 4

Compose a memorandum to all Helpdesk staff, from you as the IT Services Manager advising them of the list of questions they must ask clients when they log a call for help:
Date, time, name of client, where they are from, what was the user trying to do when the problem occurred? Has this happened before? Write down exact wording of any error messages, which application were they using? Did they try re-booting?

Include all this information on the log sheets provided.

Key in memorandum or use a memo template from Word

Answer Exercise

Exercise 5

Telephone technique
1. What are some of the advantages of using telephones?
2. How would you describe correct courtesy and preferred greeting when using the telephone?
3. Briefly list the main points to consider when answering an incoming call.
4. Briefly list the main points to consider when making an outgoing call.
5. To ensure effective communication, you must speak _________, using a _______tone and speaking at a speed that can be easily ____________.
6. What are two time-wasters that callers are most resentful of?
7. List the main steps you should take when preparing to make a telephone call.
8. When concluding a telephone conversation you may have to ________the key points.

Answer Exercise 5

1. Advantages: Instant response, speak to someone in person over long distance, they can save time, issues can be clarified over the phone – reducing travel time and unnecessary delays.

2. Courtesy: Respect what the other person has to say, don’t interrupt or cut them off before they are finished. Be polite at all times, even if they are abusive or upset. The success of the conversation relies on this kind of courtesy. Greeting: A pleasant greeting, which will be different depending on whether you are making or receiving the call. It is the first impression and can decide how the remainder of the conversation will go.

3. Answer with a greeting such as “Good morning/afternoon”, then identify the name of your company/organisation/department followed by your name and ask, “How may I help you”. If you can not assist then you should be able to direct them to someone who can.

4. Outgoing call: You may need to organise some information or questions before making the call – be organised. Identify yourself, ask for the person you wish to speak to or state what you need so you can be directed to the right person, then outline the purpose of the call or ask questions.

5. You must speak clearly, using a pleasant tone... that can be easily understood.

6. Time-wasters: Waiting for the phone to be answered or being put on hold for a long period especially without someone keeping them informed as to how much longer it might be.

7. Preparing: In the workplace in particular, a lot of time can be wasted if you have not prepared what you need before making a call – having all the required information at hand and knowing exactly what you need to say or ask is very important. Write down a series of questions or have a list of specific points in front of you so nothing is overlooked. Taking notes during the conversation so nothing is forgotten – Do not rely on your memory.

8. You may have to repeat the key points.

Exercise 6

You are working for the Bits & PCs Computer Company and your supervisor has asked you to fax a client regarding some delayed stock, which they were expecting from your company.

Compose a fax using a Fax Template from Word. Briefly apologise for the delay in delivering the printer cartridges and copy toners they ordered on 25 September and that since these items are now in stock they will be delivered to their office on Friday 5 October.

Comments:
We apologise for the delay in delivering the printer cartridges and copy toners your ordered on 25 September.
These items have now come into stock and will be delivered to your office on Friday 5 October.
Please do not hesitate to contact us if there is any further problem

Sample project

Communicate in the IT Workplace

You are to use the following case study to answer all the questions.
Read through it carefully and then refer to this situation as you answer each question.

Imagine that you work in a computer sales and repair shop. Mrs Penn comes in on Tuesday morning. The digital video camera she bought from you a month ago has been damaged in an accident. She put it in for repairs at your shop two weeks ago last Friday. She has not heard from anyone and she needs the camera for a special videoconference she has arranged with her family overseas, next Saturday.

Promoting client satisfaction

1. How would you and an observer know if Mrs Penn went away feeling satisfied?

Acting consistently with employer’s needs

2. What would you say to actively promote the image of Bits & PCs? What would you say to reassure Mrs Penn that her decision to buy the Camera was a wise one?

3. How would you check with Mrs Penn that you had understood her main need in this situation?

4. What reasonable solution could you find to the problem of the slowness of the repairs?

5. In the event that it cannot be fixed in time for the videoconference, what will you suggest for her?

Interpersonal Skills

6. Write down four interpersonal skills your employer would like to see you use in a situation like this.

7. What interpersonal skills would you as a client like to find in someone helping you.

Telephone Technique

8. How would you answer the telephone?

9. How would you greet Mrs Penn once she had identified herself?

Questioning Techniques

10. Give two examples of open-ended questions you might ask Mrs Penn.

11. Give one example of a closed question you would ask Mrs Penn.

Active Listening

12. Write one response that shows that you really heard what she said?

13. Write one response that shows that you understood and empathised with her.

14. Write down four ‘listening responses’ you would use in your exchange.

Service follow-up

15. List three things that you and Mrs Penn could agree on jointly as a course of action. These would be things that either you or your boss or she would do.

16. How would you check that she was happy with this proposed course of action?

17. How would you re-check important details like phone numbers and times?

Work Effectivelly in IT Environment

ICAITTW001B
Work Effectively in an Information Technology Environment

On completion of this unit, learners should be competent in assimilating into an information technology environment. This is fundamental for working in an organization.
They should have the ability to:
1. Comply with general information technology policies and procedures.
2. Promote the organisation and the Information Technology department in a manner consistent with the organisation's mission.
3. Identify information technology equipment, software and operating systems supported by the organisation.


Glossary

Anti-discrimination
The Anti-Discrimination Act (1997) is designed to protect your rights and to prevent discrimination. This includes equality in the workplace and in other aspects of your life.

Capital equipment
An object which is a financial asset needed for an undertaking or to perform a service. Generally, capital equipment is a financial asset that adds to the net worth of a business.

Code of conduct
Ethics agreement which details acceptable behaviour and conduct for a particular company or role.

Contractor
A person or organisation that agrees to provide materials or perform services at a specified price, especially for construction or development work.

Contracts
An employment agreement between employer and employee, which is enforceable by law. A contract of employment sets out the conditions and terms under which an employee accepts to work in a particular job, such as the wage or salary amount, number or spread of working hours and whether overtime is paid or allowed.

Computing support
The provision or maintenance of hardware and software assistance.

Consumables
Computer related goods, which are used in the daily use or maintenance of a computer system, for example ink cartridges for a printer.

Corporate hardware and software
Approved hardware and software products used within a business.

Deadlines
Also known as a job description. A document which describes the purpose, expected activities and responsibilities of a particular job.

E business
E business (electronic business) is the conduct of business on the internet

EEO
Equal Employment Opportunity. Any person employing other people has to take care to treat those people fairly, and not to discriminate on the grounds of race, sex, marital status, physical or mental impairment or sexual preferences.

Employer/employee rights and responsibilities
The duties and conformable rules or guidelines for a worker who is hired to perform a job, the employee, and the person or company that employ workers, the employer.

External client
A customer or someone who pays for goods or services who is independent of the organisation delivering the service.

Help desk
A department within a company that responds to technical questions. Most large software companies have help desks to answer user questions. Questions and answers can be delivered by telephone, email or fax .

Internal client
A customer within the limits of the organisation.

Mission statement
A declaration of a company's vision and role statement.

Organisational chart
A graphic representation of how authority and responsibility is distributed within a company or other organisation.

Outsourcing
Paying another company to provide services which a company might otherwise have employed its own staff to perform, for example software development.

Project teams
A group organised to work together to undertake and complete an extensive task.

Strategic plan
A plan detailing where a company wants to be in the future. These plans usually have a strong emphasis on new technologies and ways of conducting business, such as e business.

Supplier
Someone whose business is to supply a particular service or commodity.

Workplace committees
A group of people officially delegated to perform a function, such as investigating, considering and/or reporting on a particular aspect of the workplace such as an Occupational Heath and
Safety Committee.

Policies & Procedures

Each organisation will have its own policies and procedures. They may be directly related to the use of technology or designed to cover many aspects of the organisation. These policies and procedures may include -
Occupational Health & Safety (OH&S) guidelines
Equal Employment Opportunity (EEO) guidelines
Guidelines outlining work practices in a department
The structure of departments within an organisation
Work agreements or enterprise bargains
Manuals on how to use technological equipment
Preventative maintenance procedures
Purchasing requisition procedures and documentation


Mission Statements

A mission statement refers to the core business of the company, their general philosophy and customer service focus. Organisations often have their mission statement on display in the foyer of their office. Mission statements are readily accessible for viewing by the public as organisations publish them in documents, such as annual reports and overviews of the organisation.
Mission statements need to be concise and effective, for example, Big W's mission statement is "To provide our customers with the best quality merchandise at the best possible prices". This gives the customer and the employee the focus of the organisation, which is to sell products at a lower price than their competitors. More information on Big W
Another example of a mission statement is Australia Post's. Here is an extract from their mission statement, "Australia Post is committed to providing high-quality mail and parcel services to all Australians". For more information about Australia Post look at the website


Organisational Charts

Organisational charts are used to represent the hierarchical or vertical structure of the organisation. These charts depict the reporting and communication lines for the organisation.
An organisational chart usually includes job or position description, and in some cases the name of the person holding that position.
A sample organisational chart is shown below:

Information Technology Functions

Information Technology can be used for a wide range of functions depending on the sectors within the industry, the type of organisation and the business conducted. The structure of the Information Technology department may be a separate branch, department, division or an integrated function of an organisation.
The five general sectors of the Information Technology industry include:
1. computer hardware
2. communications hardware
3. packaged software
4. computer services
5. communication services
(Ref - The Information Technology Industry, Scannell, pp. 17)

Each of these general sectors uses information technology in different ways to achieve different organisational goals. For example, in the Computer Services sector, information technology may be used for:
1. data processing
2. information storage and retrieval
3. computer maintenance
4. computer consultancy
(Ref - The Information Technology Industry, Scannell, pp. 23)

Unions

A union is an organisation of employees which acts collectively for mutual protection and assistance. Unions represent workers in dealings with employers. They negotiate wages and conditions of employment for their members.
For more information on unions, click on the link "Clueless About Unions" . It was written by a 16 year old who did work experience at the Finance Sector Union.

Information Technology Careers

The Information Technology industry is well known for its breadth and diversity. It is a dynamic area and students are well advised to read widely for current trends and emerging technologies. The broad fields in the Information Technology industry can include those associated with hardware, software, web design, networking, marketing, help desk, and communications. Many jobs in Information Technology are a broad combination of several areas. To gain an insight into the careers in the Information Technology industry, look at the following websites listed below. A brief description of each site is included.
Australian Careers Directory
The Australian Careers Directory site is designed to help you understand your career options. Here is an extract from the site. "Welcome to the Australian Careers Directory. This is a collection of links to help you explore sites which can help with career exploration and decision making, job search, decision making, career related education, training resources and law" Click on this link to get more information http://www.careers.gov.au/ Have a look at the "Get Access - Careers Game". A fun decision support system to help you select the most appropriate career for you.
Click on the "Careers Guidance" link.
Click on the "Self assessment Tools" link.
Click on the "Get Access" link.
Careers Online
The careers online website is designed to help you plan your career. "Through Australia's careers online job seekers of any age get help with their career planning and employment and job search."
Here is the link http://www.careersonline.com.au/
Another career planning website is located at: http://www.myfuture.edu.au/

Activities
Exercise 1
Using your work placement company or another organisation that you are studying, write a 2-3 page report which addresses each of the following points.
1. Identify the name, address, telephone and fax numbers of your organisation
2. Identify and briefly explain the role of the key players in the organisation.
3. Create an organisational chart for your organisation.
4. What is the mission statement of the organisation?
5. If it is not written down, is there an implied mission statement?
6. What does the mission statement mean to the employees ?. How does it help them to assimilate into the workplace?
7. Briefly list and explain the information technology functions within the organisation.
8. Identify information technology equipment in use in the organisation
hardware,
software (including operating system software), description of any special information technology equipment used in the workplace.
9. Find out and write down the telephone number and location of your nearest branch of the Australian Computer Society.
10. Find out where the following policies and procedures are located in your organisation and write down where they are kept.
a. Occupational Health & Safety
b. Equal Employment Opportunity
c. Purchasing Guidelines
d. Information Technology Trainning

Exercise 2
Identify career options in the Information Technology industry.
Your task is to create a profile of a person currently working in the Information Technology industry.
Create a questionnaire to be used together information.Include questions that will enable you to gather information:
Use desktop publishing software to create a personal career profile - including a scanned photo or photo taken using a digital camera. A Sample format is included below to help you.

Nyta's Executive Resto

Background

This restaurant has the following dimension: 1200 M2 (40m x 30m), 8 windows in the front & back, the exit is located on the centre & right side of the building, in the front we have one entrance doors. Inside of the roller doors there is a reception desk. This is located on the right side of the building. The reception area is 4m x 3m (12 M2). The FIRST AID KIT is located in the reception area, bar & in the kitchen & the fire extinguisher in reception & casher area, kitchen, toilet area & dinning room. The left side of building has already one lounge with one piano. Right next to reception there is two VIP rooms & one executive bar including. In the VIP room, there is have one projector screen, overhead & television.

Right next to the bar, there is kitchen & canteen for staff including toilet. In the kitchen, there are two stoves, two cooler, two refrigerators, one dishwasher, three tables, one microwave, two ovens, four ceilings, alarm lamp, etc. The Restaurant use central air conditioner.

In the left side of building on the back, there is located three toilets for disable, lady’s & gentle.

In dinning room there are 3 televisions. Generator is located in the back of building.

The floor plan is given in figure 1

Figure 1

Recommendation

Install the RTA computer in the office facing the door. Install another light above the computer. This would comply with the requirements of the WORKCOVER guidelines for environmental factors. For ergonomic requirements an additional ergonomic chair is purchased. The computer system is installed based on the WORKCOVER guide lines for the following:

The angle of the screen to the eye is max 30 degrees to horizontal. This is to protect the neck.
The key board is positioned to reduce stress on the risk.
The back rest is adjusted to ensure the back is vertical when seated.

Refer to http://www.acay.com.au/~mkrause/workstation_ergonomics.htm for additional information on Workstation Ergonomics.

The basic setup is given in Figure 2. Basically this includes the setup oft he following: Chair, Desk screen, Documents Layout, Keyboard, Mouse, Environment, Telephone Operations and Headsets and Work Organisation.



Figure 2

The workstation adjustment requirement relates to Figure3:

Figure 3

The layout of the workstation is given in figure 4


Figure 4

Additional requirements for posture are given in the following reference.

http://www.acay.com.au/%7Emkrause/posture.htm

OH & S PROCEDURE

ICAITU004B
Apply Occupational Health and Safety Procedures

Completed by Nyta Dhevirianita

On completion of this unit learners should be competent in supporting the organizations’ Occupational Health and Safety principles and practices.
They should have the ability to:
1. Determine Occupational Health and Safety (OH & S) issues relating to immediate work environment.
2. Document and disseminate Occupational Health & Safety requirements.
3. Provide basic ergonomic advice.
Glossary

OOS
Occupational Overuse Syndrome, also know as Repetitive Strain Injury (RSI). Caused by repetitive tasks and/or having poor posture.
Workstation
Includes the whole work area and positioning of – computer, monitor, keyboard, desk, chair, document holder and footrest.

Ergonomics
The study of the work environment in relation to the user.

Hazards
A situation or substance which could cause injury or illness.

Code of Practice
Guidelines which should be implemented to maintain safe work practices.

Manual Handling
Lifting or moving any equipment or other objects.

OHS Committee
A body of workplace employees committed to ensuring a safe work environment – attends regular meetings and carries out regular inspections.

Work Cover
The managing body for NSW Workplace Health & Safety

Accident Report
A document which should be filled out by anyone involved in workplace accidents/injuries, regardless of however minor they might be.

Worker’s Compensation
A special insurance-type payment made to any person who is injured or suffers a work related illness and needs time off work.

MSDS
Material Safety Data Sheets – specifies how to handle certain material and/or substances.

Activities

Exercise 1

1. An unhealthy work environment can lead to many problems, name some of these problems:
Stress, accidents, headaches, backaches, eye strain, low morale (anything else similar to these)

2. The study of the work environment in relation to the user is called ergonomics. TRUE FALSE
3. Name some of the common complaints in relation to ergonomics.
4. How often should you take a break when using a computer? every 3 hours once per day every 30 min.
5. Your eyes should be level with the top of the screen. TRUE FALSE
6. If your feet cannot comfortably reach the floor what should you use?
7. Repetitive Strain Injury is often referred to as OOS (Occupational Overuse Syndrome), is this correct?
8. If you suffer from eyestrain, what course of action should you take?
9. To be comfortable when you are working with the keyboard, your wrists should be resting on the desk.TRUE FALSE
10. Describe what kind of chair you should have at your workstation.

Answers:

1. Stress, accidents, headaches, backaches, eye strain, low morale (anything else similar to these)
2. TRUE
3. Wrong type of chair – back and neck problems, stress on the body overall, Wrongly adjusted VDU – eye problems, headaches, glare problems, Environment – stuffy, too cold or hot, over air-conditioned, noisy, overwork Workstation arrangement – not practical, causes twisting or turning, cluttered or messy, frustrating and stressful
4. Every 30 minutes
5. TRUE
6. Footrest
7. Yes
8. Have your eyes checked, wear glasses if necessary, adjust brightness and/or positioning of monitor
9. FALSE
10. An ergonomic chair, with adjustable height and back support, 5 feet with castors, seat should be made of cloth and angled away from your upper thighs, preferable with no arms (or lower enough to fit under the desk) and in complete working order.

Exercise 2

Questions:
1. Stress can be related to:
a. An ergonomic, well-planned workstation
b. Job overload and poor work design +
c. A happy work environment
d. None of the above

2. OOS stands for:
a. Occupational Overworked Syndrome
b. Often Occupationally Sick
c. Occupational Overuse Syndrome +
d. Any of the above

3. A VDU is another term for:
a. RSI
b. Chronic Stress
c. Monitor or screen
d. All of the above +

4. Which of the following is a hazard?
a. Chemicals
b. Poor work design
c. Electrical Problems
d. All of the above +

5. When lifting any heavy weight you should:
a. Keep your back straight +
b. Keep you knees straight
c. Hold the weight away from your body
d. Carry as much as you want


Exercise 3

1. In relation the Occupational Health & Safety Act what are the employer’s responsibilities?
2. What are the employee’s responsibilities?
3. What sort of injuries does the OH & S Law cover?
4. List some of the changes made to the workplace as a result of OH & S Laws.
5. Name some of the functions of the OH & S Committee.
6. Investigate what the following safety signs mean in the workplace.
A red circle with a line through it
A green triangle
A yellow triangle
A blue circle
7. Summarize the Hierarchy of Controls.
8. If you were asked to move a computer from one place to another, what safety precautions would you take?


Answers:

1. Employer’s responsibilities:
o Provide training for the use of any equipment in the workplace
o Educate staff about occupation overuse syndrome
o Outline correct lifting procedures for heavy weights
o Establish a schedule of repairs and maintenance for equipment
o Provide adequate lighting
o Provide ergonomically designed furniture
o Outline procedures for reporting potential hazards


2. Employee’s responsibilities:
o Adjusting equipment to suit themselves
o Reporting potential hazards
o Adhering to safety regulations regarding issues such as power, lifting, housekeeping
o Considering the welfare of themselves and others in the workplace
o Taking frequent breaks when doing repetitive tasks

3. In relation to IT injuries
o Being injured during a lunchtime game in the grounds of the organization/company
o An assault by another employee
o An accident in the office or workshop
o An accident while traveling between job locations for work purposes
o An accident at a social function held by the organization/company

4. Some changes to the workplace;
o Safety signs warning of danger
o Compulsory protective clothing where it is necessary
o Regular maintenance of air conditioning units
o Regular inspections of the workplace and follow up of hazard reports
o Hazard control
o Emergency drills
o Safety audits
o Documentation for work-related incidents, accidents injuries and illnesses

5. Functions of an OHS Committee
o Investigate issues brought to its attention by employees or employers
o Assist in the development of a safe work environment
o Ensure there are appropriate recording procedures for accidents
o Attempt to resolve issues
o May have other functions relevant to the type of workplace

6. Safety signs
o Indicates something that must not be done
o Indicates where emergency equipment is kept
o Danger warning
o Indicates the need for some type of safety equipment

7. Hierarchy of controls
o Elimination – removing the risk.
o Substituting – replacing equipment or substance with a better or less risky one
o Engineering controls – designing or redesigning a better work area.
o Administrative controls – training, job rotation, scheduling of work, risk control.
o Personal protective clothing and equipment – to provide a barrier to any hazard.

8. Safety precautions
o Turn off all components at the wall
o Unplug all the power leads
o Disconnect all cables from the computer components keyboard, printer, mouse etc
o Use a trolley if it is a fair distance to be moved to or,
o Lift the equipment with bent knees, keeping the equipment close to your body and your back straight.

Case study 1

You are an employee of Bits & PCs Computer Services Company and one of your tasks is to attend the helpdesk enquiries for two hours every day. There are three of you doing this during a normal day, but on this particular day one of your workmates is off sick and you are asked to do his two hours as well as your own.
Along with this you also have some urgent tasks that you feel you really need to try and do in between enquiries. The day begins quite well and you seem to be making progress, however, you start to get very busy on the helpdesk and you end up working through lunch.
Later in the afternoon, you decide it is time to have a quick break. In your rush, you trip over the electrical leads hanging down beside the desk and land on an open PC case, cutting your hand and badly bruising both knees as you hit the floor!
You are not seriously hurt, but shaken and your hand will need some attention to stop the bleeding.
1. Fill out the information on the Injury/Investigation Report below, using all your own details and the relevant information from the above case study.
2. What should you do with this report once it is completed?

In my rush, I tripped over the electrical leads hanging down beside the desk and land on an open PC case. As a result I cut my left hand and badly bruised both my knees as I hit the floor. I had to rush because I had to do double sift and I missed my lunch brake.

Nature of injury My left hand was cut and both my knees were badly bruised.
To whom did you report the injury? My Supervisor (Kate Raines)

Did you need medical attention? YES
If there were any witnesses supply their name and phone number
Name
Phone Number
Your signature xxxx
Date 20th July 2007

Case study 2

Choose an appropriate office or workplace with at least one computer workstation and carry out the following tasks:
· Investigate the OH & S practices which are in place
· Identify any environmental breaches
· Identify any electrical hazards
· What OH & S reporting procedures are there?
· Is the furniture ergonomically designed?
· In all these areas recommend any OH & S improvements you feel are necessary.

Simulated workplace:

Erik’s European Motor Mechanic Workshop
Scenario: The workshop has just got license to inspect motor vehicle for road worthiness for the RTA.
Part of the resource requirement is to set up a PC which can be network to the RTA mainframe server.
Our task is to set up the PC workstation for a workshop. We need to set this up in compliant to WORKCOVER REGULATION.

1. Analyze the floor plan of the workshop and identify an area which we can put this workstation.
2. Examine the environmental issues required by WORKCOVER.
3. Examine the ergonomic issues required from WORKCOVER.

OH&S REPORT FOR WORKSTATION

This workshop has the following dimension: 900 M2 (30m x 30m), ceiling height 5 metres, 6 windows in the back, the exit is located on the left side of the building, in the front we have 2 roller doors. Inside of the roller doors there is a reception desk. This is located on the right side of the building on the back. The reception area is 8m x 8m (64 M2). The FIRST AID KIT is located in the reception area. The reception area is secured. The existing reception area has already one workshop. Right next to reception workstation there is enough footprint for the new workstation that connects to the RTA mainframe server.
As this reception area is isolated there is the barrier to isolate sound. This reception area has reverse cycle air-conditioning with climate control (humidity and temperature). There are sprinkles and smoke detector. In the workshop and reception area are separate fire extinguishers. They are CO2 based. CO2 fire extinguishers are good for electrical and oil based/hydrocarbon fires. There is fire blanket in the workshop. In workshop there is sufficient ventilation extract fumes and carbon monoxide. There is one window in the reception area. This is located on the right side of the area. As the result this does not effect excessive amount of glare from the screen. Inside reception area there are 6 sets of power points. Currently only two sets of power points are in constant use. Therefore, there are sufficient power points for the work station. Lighting requirements for the new workstation is an issue. There is insufficient artificial lighting in the propose area. For the current staff there are two trained mechanics and two apprentice mechanics. In addition, there is one clerk that does the administration work. The two mechanics as part of their training and experience have already the OHS skills and knowledge for the job. These two mechanics have the responsibility for training of the clerk and two apprentice mechanics on OHS WORKCOVER requirements.

The floor plan is given in figure 1

Sample project

This scenario involves a Public School with a student enrolment of approximately 99. Recently a new family moved to the area increasing the enrolment by 3. Schools that have an enrolment of more than 100 become entitled to a full time clerical officer and a computer system, i.e. a PC and a laser printer.
The Principal of the school only has one area where she can locate the new clerical officer and the computer. It is a small room that used to be the sick bay (see plan attached).
While school funds are limited there may be some money available for some minor office renovation.
The school does have an OH & S Committee so the Principal asks that the committee members examine the proposed new office as to its suitability under the OH & S Act. She also informs the committee that there is a table and an old office chair in the room, which she thinks will do for the time being.
The new staff member will be starting work at the commencement of the next term in 8 weeks time. The computer and printer have already been delivered.
Your task as an OH & S representative is to:
1. Consider all the facts before giving a recommendation to the Principal and outline all these facts and why they should be taken into consideration.
2. What recommendations would you make to the Principal as to the set up of this new workstation in the new office?
You should use the Internet, text books or any pamphlets/leaflets you may have obtained to help you with this report.

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