Reference no: EM133168534

Enable Program Support Services

4.1 Identify Support Needs of Management and Internal Personnel
Meet with program management and program stakeholders to identify any issues they are facing and the supports they need to overcome those issues while being observed by your assessor.
Use your organisation's template for recording the meeting minutes, or you may use the Generic Meeting Minutes templates provided along with this workbook.
You will be assessed on:
• Practical skills relevant to identifying management and internal personnel support needs for the program.
• Practical skills relevant to identifying ways to support program implementation.
Before starting this task, review the Assessment Simulation Task 4.1 - Observation Form provided along with this workbook. This form lists all the practical skills you need to demonstrate while holding the meeting.
Your assessor will also:
• Organise workplace resources required for you to complete this assessment.
• Discuss with you the requirements listed in the Observation Form prior to the assessment.
• Address your queries and concerns regarding this task.
After completing this task, submit the minutes of your discussion with the relevant program stakeholders to your assessor.

4.2 Establish Support Systems
Based on the outcomes of your meeting in Task 4.1, establish two support systems for program personnel to meet program needs.
Use your organisation's templates, tools, and applications (where applicable) for establishing systems. Secure documentation from your establishment of these systems.
This must include:
• Screenshot of the system (if it is set up using an application)
• Roles and responsibilities
• Copies of processes to be followed within this system
• Minutes from meetings with program stakeholders discussing or reviewing this system.
Document your completion of this task using the Support Systems Template provided along with this workbook.
You will be assessed on:
• Practical knowledge of program needs and support systems for program personnel to meet these needs.
• Practical skills relevant to identifying ways to support the implementation of the program.
• Practical skills relevant to establishing support systems for program personnel to meet these needs.
Before starting this task, review the Assessment Simulation Task 4.2 - Assessor's Checklist provided along with this workbook. This form lists the criteria your submissions must address to complete this task satisfactorily.
Your assessor will also:
• Organise workplace resources required for you to complete this assessment.
• Discuss with you the requirements listed in the Assessor's Checklist prior to the assessment.
• Address your queries and concerns regarding this task.
After completing this task, submit the following to your assessor:
• Completed Support Systems template
Your workplace supervisor must complete and sign the Supervisor Declaration sections in this template.
• Evidence of establishing Support System 1.
At a minimum, this must include the following consolidated in a folder:
o Screenshot of the system (if it is set up using an application)
o Roles and responsibilities
o Minutes from meetings with program stakeholders discussing or reviewing this system.
o Copies of processes to be followed within this system
o Forms and templates to be used in the implementation of this system and its processes.
• Evidence of establishing Support System 2.
o Screenshot of the system (if it is set up using an application)
o Roles and responsibilities
o Minutes from meetings with program stakeholders discussing or reviewing this system.
o Copies of processes to be followed within this system
o Forms and templates to be used in the implementation of this system and its processes.

4.3 Implement Program Support Protocols
While being observed by your assessor, implement two program support protocols within an organisation according to your organisation's policies and procedures.
How you will perform this task will depend on the support protocols that are in place in the program you are undertaking for this assessment.
Secure documentation from your implementation of program support protocols.
You will be assessed on:
• Practical knowledge of program support protocols.
• Practical knowledge of organisational policies and procedures.
• Practical skills relevant to implementing program support protocols.
Before starting this task, review theAssessment Simulation Task 4.3 - Observation Form provided along with this workbook. This form lists all the practical skills you need to demonstrate while completing this task.
Your assessor will also:
• Organise workplace resources required for you to complete this assessment.
• Provide you with a copy of the organisation's policies and procedures for your reference and explain these policies to you.
• Discuss with you the requirements listed in the Observation Form prior to the assessment.
• Address your queries and concerns regarding this task.
After completing this task, submit the following to your assessor:
• Documentation of implementing program support protocol 1
• Documentation of implementing program support protocol 2
• Copies of organisational policies and procedures you followed in implementing these protocols.

4.4 Document Lessons Learned
Reflect on program governance and identify and document how it can be improved in future programs. You may also seek feedback from relevant program stakeholders to complete this task.
Use your organisation's template for documenting the lessons learned, or you may use the Generic Lessons Learned template provided along with this workbook.
At a minimum, your lessons learned must cover:
• Evaluation of systems for supporting the implementation
• Comparing decision making processes and outcomes against program objectives
• Identifying alternative program management systems
• Comparing types of effective program policy
• Ways to support the implementation of future programs
You will be assessed on:
• Practical skills relevant to evaluating systems for supporting implementation.
• Practical skills relevant to evaluating outcomes to identify improvement opportunities.
• Practical skills relevant to identifying ways to support program implementation.
Before starting this task, review the Assessment Simulation Task 4.4 - Assessor's Checklist provided along with this workbook. This form lists the criteria your submission must address to complete this task satisfactorily.
Your assessor will also:
• Organise workplace resources required for you to complete this assessment.
• Discuss with you the requirements listed in the Assessor's Checklist prior to the assessment.
• Address your queries and concerns regarding this task.
After completing this task, submit the completed Lessons Learned to your assessor.