This unit describes the skills and knowledge required to identify signs and sources of strain on personal health and wellbeing (both physical and mental) within job roles and according to key performance indicators (KPIs). The unit applies to individuals who operate with a high level of autonomy, have excellent communication skills and apply knowledge of organisational policies and relevant legislation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies. The unit applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems. Individuals may provide guidance or delegate work related tasks to others. No licensing, legislative or certification requirements apply to this unit at the time of publication.