SAQA ID: 57823
LG Seta: LGRS-US-CK200-111205
Learnership Duration: 12 Months
Contact Days: Customise to client-specific needs and learner experience/level
Target Market: Ward committee member; political representative; anyone seeking future employment in local government structure
Learners should be competent in the following:
- Communication at NQF level 1
- Mathematical literacy at NQF level 1
The purpose of the qualification is to enable qualifying learners to apply the relevant competencies required for proactive participation as a Ward Committee member so that they achieve municipal objectives.
The learning outcomes contained in this qualification are based on the competencies required to contribute to the effectiveness of municipal processes from a Ward Committee perspective. These competencies relate to:
- Conducting or participating in formal and informal meetings to achieve Ward Committee objectives.
- Involvement in and giving advice on municipal projects.
- Assisting in implementing municipal objectives and overall objectives of Local Government by displaying an understanding of core municipal functions as they relate to a Ward Committee context.
- Facilitating relations between Local Government and citizens to effectively support the implementation of its objectives.
- Facilitating service delivery in a Ward Committee context.
The learners entering this qualification may come from various backgrounds and will be persons who have been nominated by their community onto a Ward Committee to represent the needs of the community, while archiving municipal objectives. It will create an opportunity for the learner to be exposed to various municipal processes and pursue a learning pathway in counselling for Local Government. The qualifying learner will be able to participate actively in overall democracy through proactive community involvement in local government processes.
This qualification requires a total of 120 credits as listed below:
Fundamental: all 36 credits
Core: all 62 credits
Learners are required to achieve 22 of the possible 46 elective credits
On completion of this qualification, the learner will be able to:
- Conduct formal meetings to achieve Ward Committee objectives.
- Demonstrate an understanding and apply the role of Ward Committee member in the context of core municipal processes.
- Display an understanding of core municipal functions and Ward Committee in these functions.
- Facilitate service delivery in ward committee context.
Communicate in the workplace
- Oral communication accommodates audience and context needs.
- Range: Audience can include internal organisation customers such as supervisor, serviceman, peers, co-workers and suppliers and communication can be about materials or product characteristics and quality).
- Interpretation of information from texts is justified in terms of literal and implicit content of text.
- Range: Text includes production plans, job instructions, and work procedures, policies.
- Use of information from texts is relevant for specific contexts.
- Written texts are relevant for specified communicative contexts.
- Range: Written text pertains to routine maintenance, safety, quality, and production documentation, production
- Data and process control parameters that are recorded.
- Use of language and communication in occupational learning programmes meet specified requirements.
Optimise organisational structures
- The organisational structure and functions are explained to reflect the inter-relationship between the production process and the broader organisation.
- The systems and processes related to the workplace is identified and applied to reflect an understanding of organisational operations.
- The role of the individual is identified and explained to demonstrate the impact on the achievement of production specifications and targets.
- The role of individuals and their impact is identified and explained to reflect the achievement of quality specifications and targets.
Safety in the workplace
- Factors that constitute safe workplace practices are demonstrated to ensure safe work conditions for production.
- Factors that pose a risk are identified and reported to address the specific risk.
- The impact of maintenance on safe machine operations is explained to contribute to a safe and healthy work environment.
- Routine maintenance is conducted, and records are kept to meet safety requirements.
- How an individual contributes to health, safety and environmental practices is demonstrated through personal hygiene and adherence to policies and procedures.
Demonstrate an understanding of production technology practices
- Production technology practices, terminology and systems are explained in terms of its relationship to production.
- Production input, process and output variables and its influence are identified and explained to optimise resource utilisation and the production process.
- Production targets are explained in terms of production requirements and contribution to organisational goals.
- Range: Production requirements include given time, cost, quality, quantity, value-add and customer specifications.
- Safety, health and environmental policies, procedures and legislation are complied with during the production process.
Apply quality standards and procedures in production activities.
- Quality control principles and practices are interpreted and applied to meet quality specifications in production.
- An understanding of the importance of continuous quality checks are demonstrated to reflect its impact on production.
- Quality problems are solved by comparing and interpreting quality data in the workplace.
- Basic monitoring of production is undertaken to ensure that the product stays within the limits of quality specifications.
- Range: Basic monitoring: sensory, simple measurement, defect charts, samples.
The following Critical Cross-Field Outcomes are embedded in the associated Unit Standards:
- Identifying and solving problems in which responses indicate that responsible decisions using critical and creative thinking have been made.
- Working effectively with others as a member of a team, group, organisation or community.
- Organising and managing oneself and one's activities responsibly and effectively.
- Collecting, analysing, organising and critically evaluating information.
- Communicating effectively using visual, mathematical and/or language skills in the modes of oral/written persuasion.
- Using science and technology effectively and critically, showing responsibility towards the environment and health of others.
- Demonstrating and understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation.
Learning programmes directed towards this qualification will also contribute to the full personal development of each learner and the social and economic development of the society at large, by making individuals aware of the importance of:
- Reflecting on and exploring a variety of strategies to learn more effectively.
- Participating as responsible citizens in the life of local, national and global communities.
- Being culturally and aesthetically sensitive across a range of social contexts.
- Exploring education and career opportunities; and developing entrepreneurial opportunities.
Module 1: Orientation to a contact centre
- Identifying and defining what a Contact Centre is
- Identifying Contact Centre principles and concepts
- Identifying the benefits of instilling in self a Contact Centre culture
- Persuading others of the benefits of a Contact Centre culture
Module 2: Business-Writing Skills
- Use a range of reading and/or viewing strategies to make meaning of texts.
- Identify the main ideas in different text types
- Read/view and respond to texts for a variety of purposes
- Identify and discuss how language structures and features may influence a reader/audience
- Write/sign for a specific purpose, audience and context
- Use grammatical structures and writing/signing conventions to produce coherent and cohesive texts
- for specific contexts
- Adapt language to suit context
- Draft and edit own writing/signing
Module 3: Language and Communication
- Find and use suitable learning resources
- Use learning strategies
- Manage occupational learning programme materials
- Plan and gather relevant information for use in each context
- Function in a team
- Reflect on how characteristics of the workplace and occupational context affect learning
Module 4: Numeracy Skills
- Use mathematics to plan and control personal and/or household budgets and income and expenditure
- Use simple and compound interest to make sense of and define a variety of situations including investments, stokvels, inflation, appreciation and depreciation
- Investigate various aspects of financial transactions including costs, prices, revenue, cost price, selling price, loss and profit.
- Use and analyse computational tools and strategies, and make estimates and approximations
- Demonstrate understanding of numbers and relationships among numbers and number systems, and represent numbers in different ways
- Convert flexibly between and within various representations of functions.
- Compare, analyse and describe the behaviour of patterns and functions.
- Estimate, measure and calculate physical quantities in practical situations.
- Explore transformations of two-dimensional geometric figures.
Module 5: Oral Communication
- Use a variety of strategies to maintain communication.
- Adapt language to accommodate socio-cultural sensitivities without losing own meaning.
- Use knowledge of language structures and conventions to shape or decode meaning of unfamiliar vocabulary or constructions.
- Organise and present information in a focused and coherent manner.
- Identify and explain how speakers/signers influence audiences.
Module 6: Diversity of a Contact Centre
- Communicating within a diverse environment - internal and external.
- Interacting within a diverse environment both within a Contact Centre and to external customers.
Module 7: Problem Solving in a Contact Centre
- Obtain and evaluate project information to facilitate Contact Centre problem solving
- Provide advice and support regarding received information to facilitate problem solving
Module 8: Service Excellence in a Contact Centre
- Identify customer needs in a Contact Centre
- Respond to customer needs in a Contact Centre
- Identify the customer's problem
- Commit to solving the customer complaint
- Arrange correct planning and solutions to the customer's problems
- Communicate with all stakeholders
- Provide practical business solutions
Module 9: Telephone Skills in an Inbound Contact Centre
- Demonstrating and applying knowledge of computer packages within a Contact Centre
- Using a computerised system
- Retrieving calls from customers
- Identifying customer needs in a Contact Centre
Module 10: Working in Teams in a Contact Centre
- Communicating with all relevant stakeholders to enhance teamwork
- Reporting on team progress to appropriate authority and team
- Displaying tendencies to work with others as a member of a Contact Centre team
- Handling and resolving areas of conflict
Module 11: Working in an Emergency Contact Centre
- Retrieving calls within a Contact Centre from customers in emergency situations
- Documenting information from customers in emergency situations
- Responding within a Contact Centre to emergencies
- Following up on customers in emergency situations
Module 12: Telesales
- Placing calls to customers
- Recording information from customer
- Responding to queries from customers
- Providing follow up to customers' request
|US ID||US Title||Level||Credits|
|119463||Access and use information from texts||Level 2||5|
|9009||Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life-related problems||Level 2||3|
|7480||Demonstrate understanding of rational and irrational numbers and number systems||Level 2||3|
|119454||Maintain and adapt oral/signed communication||Level 2||5|
|12444||Measure, estimate and calculate physical quantities and explore, describe and represent geometrical relationships in 2-dimensions in different life or workplace contexts||Level 2||3|
|119460||Use language and communication in occupational learning programmes||Level 2||5|
|7469||Use mathematics to investigate and monitor the financial aspects of personal and community life||Level 2||2|
|9007||Work with a range of patterns and functions and solve problems||Level 2||5|
|119456||Write/present for a defined context||Level 2||5|
|US ID||US Title||Level||Credits|
|242891||Apply communication, interpersonal and conflict management principles in Ward Committee functions, processes||Level 2||10|
|242896||Demonstrate an understanding and apply the broad principles of Ward Committee functioning to participate in municipal processes||Level 2||10|
|242892||Display an understanding of the Constitution, structure of Ward Committees and the roles and responsibilities of committee members||Level 2||6|
|242893||Display an understanding of the policy and legal framework guiding the Ward Committee system and its functioning||Level 2||6|
|242895||Support the facilitation of development project service delivery in a Ward Committee context||Level 2||8|
|113955||Apply the Batho Pele principles to own work role and context||Level 3||4|
|123462||Demonstrate knowledge and understanding of the project and the project support services environment||Level 3||4|
|242890||Display an understanding of core municipal processes and Ward Committee participation in these processes||Level 3||10|
|13934||Plan and prepare meeting communications||Level 3||4|
|US ID||US Title||Level||Credits|
|242894||Demonstrate knowledge of gender, equity and diversity issues in development projects||Level 3||12|
|123436||Facilitate community participation in democratic processes and structures||Level 3||6|
|123464||Gather information and aid with project planning and scheduling functions||Level 3||7|
|123465||Measure and plan own performance and behaviour in line with roles and responsibilities in a project team||Level 3||10|
|120383||Assist in implementing and assuring project work meets quality requirements||Level 3||5|