ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Determine strategies for delivery of human resource services

1.1 Analyse business strategy and operational plans to determine human resource requirements

1.2 Review external business environment and likely impact on organisation's human resource requirements

1.3 Consult line and senior managers to identify human resource needs in their areas

1.4 Review organisation's requirements for diversity in the workforce

1.5 Develop options for delivery of human resource services that comply with legislative requirements, organisational policies and business goals

1.6 Develop and agree on strategies and action plans for delivery of human resource services

1.7 Agree and document roles and responsibilities of human resource team, line managers, and external contractors

2 Manage the delivery of human resource services

2.1 Develop and communicate information about human resource strategies and services to internal and external stakeholders

2.2 Develop and negotiate service agreements between the human resource team, service providers and client groups

2.3 Document and communicate service specifications, performance standards and timeframes

2.4 Identify and arrange training support if required

2.5 Agree on, and arrange monitoring of quality assurance processes

2.6 Ensure that services are delivered by appropriate providers, according to service agreements and operational plans

2.7 Identify and rectify underperformance of human resource team or service providers

2.8 Identify appropriate return on investment of providing human resource services

3 Evaluate human resource service delivery

3.1 Establish systems for gathering and storing information needed to provide human resource services

3.2 Survey clients to determine level of satisfaction

3.3 Capture ongoing client feedback for the review processes

3.4 Analyse feedback and surveys and recommend changes to service delivery

3.5 Obtain approvals to variations in service delivery from appropriate managers

3.6 Support agreed change processes across the organisation

4 Manage integration of business ethics in human resource practices

4.1 Ensure personal behaviour is consistently ethical and reflects values of the organisation

4.2 Ensure code of conduct is observed across the organisation, and its expectations are incorporated in human resource policies and practices

4.3 Observe confidentiality requirements in dealing with all human resource information

4.4 Deal promptly with unethical behaviour

4.5 Ensure all persons responsible for human resource functions understand requirements regarding their ethical behaviour