The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
For this assessment task, you will demonstrate the skills and knowledge required to develop a grievance policy and procedure and implement strategies to achieve successful outcomes in grievance situations.
Assessment description
For assessment in this unit, you will complete a series of tasks based on the role of Human Resources Manager at Safety Traffic Co.
Assessment Task 3
In Part A of this task, you will use the scenario and simulated business information to develop a grievance policy and procedure and a strategy for reporting and managing conflicts and disputes.
In Part B of this task, you will apply employee relations policies and plans in providing guidance in a report to the Operations Manager on how to resolve a workplace grievance and go about implementing a new collective agreement.
In Part C of this task, you will take the role of the Operations Manager (acting on the advice of the report in Part B) in an advocacy role-play with the HR Manager and the employee.
Procedure
Part A
1. Develop a grievance policy and procedure for Safety Traffic Co. Use the policy and procedure layout provided in Appendix 1 as a guide for the format. The grievance policy and procedure should include the following information:
a. Safety Traffic Co. expectations and standards for grievances and disputes.
b. A formal procedure describing how staff may lodge a grievance and have their matter handled, including internal and external escalation procedures.
c. A formal procedure for the manager, describing:
i. suitable responses to the initial dispute
ii. how to check documentation and other sources to clarify issues
iii. possible assistance and advice from internal and external sources
iv. negotiation strategy options
v. options for representation of the organisation’s position
vi. documenting and certifying agreed outcomes
vii. implementation of agreements
viii. monitoring and review of agreed actions
ix. follow-up actions to manage possible breaches.
2. Submit all documentation to your assessor as per the specifications below. Please keep copies for your records.
Part B
1. Review the Safety Traffic Co. scenario describing a grievance situation (Appendix 2).
2. Develop a formal written report to the Operations Manager describing how the grievance must be managed in accordance with the organisation’s policy and procedure and how a new collective agreement will be negotiated and implemented.
The report must identify the following information:
a. the source of the dispute
b. relevant legislation and principles that apply to the case
c. key parties involved in the dispute
d. actions required to avoid potential industrial action
e. valid information sources that serve to clarify issues with complainants
f. additional sources of support and advice, including employer associations and the Fair Work Commission.
In addition to the above information, you must describe how you would go about:
a. negotiating new working conditions with key parties to resolve the dispute using a formal collective agreement
b. advocating the organisation’s position in negotiations with employees to obtain a new collective agreement that is fair for the employer and employees
c. documenting and certifying agreements with the relevant authority
d. implementing the new collective agreement
e. determining adherence to agreed actions and addressing any noncompliance.
2. Submit all documentation to your assessor as per the specifications below.
Please keep copies for your records.
Part C
1. Read the role-play scenario information in Appendix 3.
2. Plan to lead a role-played advocacy session as the Operations Manager with the HR Manager and Employee in response to the scenario. Your assessor may act alternately as HR Manager or Employee, or assign others to play the roles.
3. Arrange time and place with your assessor to perform your role-play.
4. Perform your role-play in accordance with the specifications set out below, ensuring you demonstrate advocacy, raise questions, use active listening techniques in oral communication, and collaborate with others.
Specifications
You must:
● submit a grievance policy and procedure
● submit a formal written report addressed to the Operations Manager detailing the grievance
● participate in an advocacy session role-play.
Your assessor will be looking for:
● skills to develop and follow a grievance policy and grievance handling procedures
● communication skills to advocate, consult, negotiate and mediate conflict
● demonstration of innovation and problem-solving skills to manage and resolve grievances and disputes
● demonstration of planning and time management skills to meet critical deadlines, sequence tasks, prepare submissions and present cases
● knowledge of enterprise and workplace bargaining processes
● knowledge of key entities in the Australian industrial relations system, including:
○ courts and tribunals
○ trade unions
○ employer bodies
● knowledge of relevant federal, state and territory legislation, such as work health and safety, equal employment opportunity and anti-discrimination law.
Adjustment for distance-based learners
● No changes to the assessment procedure or specification are required.
● The role-play may be conducted via video or teleconferencing.
● Documentation may be submitted electronically.
● A follow-up interview may be required (at the discretion of the assessor).
Appendix 1: Policy and procedure layout Policy/procedure title
1. Purpose
In this section: Provide an overview of the purpose of this policy/procedure. Avoid using abbreviations, acronyms and not yet defined terms. Consider your opening line, i.e. ‘This procedure establishes guidelines for …’
2. Scope
In this section: State the people and instances to whom this policy applies. If this policy/procedure applies to some situations but not others, explain this here.
3. Background
In this section: Include any background information that provides context to the policy/procedure.
4. Definitions
In this section: All terminology used must be detailed here, including definitions of acronyms.
5. Legislation
In this section: Is this policy/procedure or elements of this policy/procedure governed by legislation? If yes, provide legislation title.
6. Policy
In this section: Provide a statement regarding the organisation’s approach, intended course of action and principles that relate to the topic being covered by the policy. Include a statement about the organisation’s commitment to achieving desired principles and action. Include general guidelines and specific rules that apply to this policy/procedure. You may also make reference to other policies.
Use a common opening phrase. ‘The policy of <Company> is to ensure …’
7. Procedure/s
In this section: Include specific instructions, preferably in step-by-step form, for performing actions required by the policy. For example, an induction procedure should include instructions on the tasks that must occur during induction, and may also include a checklist tool that aids in providing all the information and training required during an induction session.
Include details of related documentation both internal and external which should be
read in conjunction with this policy/procedure. For example:
- other policies and procedures
- legislation
- forms and checklists
- third-party manuals
- instruction videos.
8. Verification/authorisation/approved by
In this section: Include the title and name of the person who is responsible for this document having been approved for circulation.
Appendix 2: Scenario – Employment conditions dispute
Ashley is the Operations Manager for Safety Traffic Co. Ashley’s responsibilities include managing the business’s overall performance, safety management, conducting site audits, maintaining compliance and developing client relationships. In addition, Ashley is sometimes required to handle escalated grievances and disputes from traffic controllers, site supervisors and schedulers.
Recently, there has been an increased number of complaints from traffic controllers about inconsistent working conditions and momentum is beginning to increase around the front-line teams. The two biggest issues are wages being under the industry median and insufficient rest breaks.
On average, most traffic controllers’ work over 40 hours per week, including night and weekend shifts, and everyone is paid according to the Building and Construction General On-site Award 2010. No formal workplace agreement currently exists for traffic controllers and new starters are hired under a verbal agreement in relation to the relevant award. Although the nature of the roster – including shift work and overtime – often results in extra money for employees, traffic controllers still believe they are paid well below other companies in the industry.
Lengthy shifts, lack of staff and the constant demands of the job often mean traffic controllers do not always receive their entitled rest and meal breaks. According to the award, day workers are entitled to a 10-minute rest break in the morning, and both day and shift workers must receive a 30-minute meal break and up to an additional 30minute rest break for extended overtime shifts.
Last week, Ashley received three phone calls from different site supervisors who overheard their traffic controllers talking about a possible strike if conditions don’t improve soon. Ashley has received an email from a disgruntled traffic controller who has discussed the case with the union representative and is determined to take his grievance to the Fair Work Commission in order to get matters resolved.
Ashley is concerned about the impacts to the business of a strike and possible intervention from the courts, and has come to the Human Resources Manager for advice and support on how to handle this sensitive matter.
Appendix 3: Role-play scenario information
Note: Roles
In Part B of this task, you assumed the role of HR Manager of Safety Traffic Co. to write a report about a grievance.
In Part C of this task, you will be assuming the role of the Operations Manager who received that report.
In connection with the grievance situation at Safety Traffic Co. (refer to the scenario information in Appendix 2), in your role of Operations Manager, you have just received a formal written report from the HR Manager.
The report identifies the following information:
● the source of the dispute
● relevant legislation and principles that apply to the case
● key parties involved in the dispute
● actions required to avoid potential industrial action
● valid information sources that serve to clarify issues with complainants
● additional sources of support and advice, including employer associations and the Fair Work Commission.
The report also describes procedures for the following recommended actions:
● negotiating new working conditions with key parties to resolve the disputes
using a formal collective agreement
● advocating the organisation’s position in negotiations with employees to obtain
a new collective agreement that is fair for the employer and employees
● documenting and certifying agreements with the relevant authority
● implementing the new collective agreement
● determining adherence to agreed actions and addressing any non-compliance.
