Competency Framework for Consumer Affairs Victoria

Client

Department of Justice, Consumer Affairs Victoria

Description

This project involved the development of a Competency Framework for Consumer Affairs Victoria (CAV) to meet the entry level and ongoing training needs of its call centre and customer service staff. The aim of the project was to develop a framework covering the key operational functions of provision of advice to customers (either over the telephone or in person); provision of alternative dispute resolution services; encouraging compliance; acting on non-compliance; and transactional processing.

Methodology

Phase 1 which focused on project scoping and desk research to review a range of CAV materials and publications, in addition to publicly available facts sheets and publications. This included a review of position descriptions, work plans, business rules, training materials, as well as a number of interviews with managers and key staff from each branch.

Phase 2 included 14 focus groups run with a mix of staff from across each of the branches and services. Focus groups were conducted to support a functional analysis of the skills, knowledge and experience applied by staff throughout CAV.

Based on data gathered during the first two project phases, a draft framework was presented and accepted by the project reference group. This draft framework outlined broad categories and competency titles to be developed. 

Phase 3 presented draft competencies for validation by CAV staff. This occurred through a focus group held separately with each of the branches and service. These focus groups presented staff with an opportunity to review the competencies for their branch or service and provide feedback and seek clarification regarding any issues.

Phase 4 addressed feedback received during the final round of focus groups, and presented a revised version of the frameworks and competencies.

Deliverables

A competency framework consisting of 9 units of competency including: 3 core competencies, 3 relationship competencies and 3 specialist competencies, all detailed in a final report to CAV.