ydblogo
D A T A B A S E
yhologo

TELSTRA AWARD 2015

Index to Telstra Modern Award 2015

Schedule A-Classifications and Definitions

A.1 Classification Tables

A.1.1 Customer Contact Stream 

Classification					Qualifications
Customer Contact Officer Level 1		Certificate II
Customer Contact Officer Level 2		Certificate III
Principal Customer Contact Specialist		N/A
Customer Contact Team Leader			Certificate IV
Principal Customer Contact Leader		Diploma
A.1.2 Clerical and Administrative Stream 
Classification					Qualifications
Clerical and Administration Employee Level 1	Certificate I
Clerical and Administration Employee Level 2	Certificate II
Clerical and Administration Employee Level 3	Certificate III
Clerical and Administration Employee Level 4	Certificate IV
Clerical and Administration Employee Level 5	Diploma
A.1.3 Technical Stream 
Classification					Qualifications
Telecommunications Trainee			N/A
Telecommunications Technical Employee		Certificate II
Telecommunications Technician			Certificate III
Advanced Telecommunications Technician		Certificate IV
Principal Telecommunications Technician		Diploma
Telecommunications Associate			Advanced Diploma
A.1.4 Technical Professional Stream 
Classification					Qualifications
Technical Professional Stream Employee Level 1	Bachelor's degree
Technical Professional Stream Employee Level 2	Bachelor's degree
Technical Professional Stream Employee Level 3	Bachelor's degree
Technical Professional Stream Employee Level 4	Bachelor's Degree
A.1.5 Sales Stream 
Classification					Qualifications
Sales Professional				N/A
A.1.6 Media Stream Classification Qualifications Media Relations Officer Bachelor's degree Senior Media Relations Officer Bachelor's degree

A.2 Customer contact stream classifications

A.2.1 Customer Contact Officer Level 1

(a) Role definition

A Customer Contact Officer Level 1 is employed to perform a prescribed range of functions involving known routines and procedures and has some accountability for the quality of outcomes. Such an employee will:

  • receive calls;
  • use common call centre telephone and computer technology;
  • enter and retrieve data;
  • work in a team; and
  • manage their own work under guidance.

    Such an employee provides at least one specialised service to customers such as sales and advice for products or services, complaints or fault enquiries or data collection for surveys.

    (b) Indicative tasks

    An employee at this level would normally perform the following indicative tasks:

  • follow occupational health & safety policy and procedures;
  • communicate in a customer contact centre;
  • work in a customer contact centre environment;
  • respond to inbound customer contact;
  • conduct outbound customer contact;
  • use basic computer technology;
  • use an enterprise information system; and
  • provide quality customer service.

    An employee at this level would also normally perform some of the following indicative tasks:

  • fulfil customer needs;
  • process sales;
  • action customers' fault reports;
  • resolve customers' complaints;
  • process low risk credit applications;
  • process basic customer account enquiries; and
  • conduct data collection.

    (c) Qualifications or experience

    An entry level employee, or employee who holds a certificate II in Telecommunications (Customer Contact) or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.2.2 Customer Contact Officer Level 2

    (a) Role definition

    A Customer Contact Officer Level 2 is employed to perform a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgment is required in the selection of equipment, services or contingency measures and within known time constraints. Such an employee will:

  • receive calls;
  • use common call centre telephone and computer technology;
  • enter and retrieve data;
  • work in a team; and
  • manage their own work under guidance.

    This employee performs a number of functions within a customer contact operation requiring a diversity of competencies including:

  • providing multiple specialised services to customers such as complex sales and service advice for a range of products or services, difficult complaint and fault inquiries and deployment of service staff;
  • using multiple technologies such as telephony, internet services and face-to-face contact; and
  • providing a limited amount of leadership to less experienced employees.

    (b) Indicative tasks

    An employee at this level would normally perform the following indicative tasks:

  • follow occupational health & safety policy and procedures;
  • communicate in a customer contact centre;
  • work in a customer contact centre environment;
  • respond to inbound customer contact;
  • conduct outbound customer contact;
  • use basic computer technology;
  • use an enterprise information system; and
  • provide quality customer service.

    An employee at this level would also normally perform some of the following indicative tasks:

  • send and retrieve information over the internet using browsers and email;
  • manage work priorities and professional development;
  • manage workplace relationships in a contact centre;
  • use multiple information systems;
  • manage customer relationships;
  • deploy customer service staff;
  • conduct a telemarketing campaign;
  • provide sales solutions to customers;
  • negotiate with customers on major faults;
  • resolve complex customer complaints;
  • process high risk credit applications; and
  • process complex accounts, service severance and defaults.

    (c) Qualifications or experience

    An employee with one to two years' experience in a contact centre or related work environment or who holds a Certificate III in Telecommunications (Customer Contact) or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.2.3 Principal Customer Contact Specialist

    (a) Role definition

    A Principal Customer Contact Specialist is employed to perform a broad range of skilled applications and provide leadership and guidance to others in the application and planning of the skills. Such an employee:

  • receives calls;
  • uses common call centre telephone and computer technology;
  • enters and retrieves data;
  • works in a team; and
  • manages their own work.

    The employee works with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters and provides leadership as a coach, mentor or senior staff member.

    An employee at this level performs a number of functions within a customer contact operation requiring a diversity of competencies including:

  • providing services to customers involving a high level of product or service knowledge, often autonomously acquired;
  • using multiple technologies such as telephony, internet services and face-to-face contact; and
  • taking responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or disconnection of service or customer dissatisfaction.

    (b) Qualifications or experience

    An employee would be classified at this level when employed to perform the functions in the role definition having regard to the indicative tasks.

    A.2.4 Customer Contact Team Leader

    (a) Role definition

    A Customer Contact Team Leader is employed to perform a broad range of skilled applications including evaluating and analysing current practices, developing new criteria and procedures for performing current practices and providing leadership and guidance to others in the application and planning of the skills. Such an employee:

  • receives calls;
  • uses common call centre telephone and computer technology;
  • enters and retrieves data;
  • works in a team; and
  • manages their own work.

    The employee works with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters and provides leadership in a team leader role.

    This employee performs a number of functions within a customer contact operation requiring a diversity of competencies including:

  • providing services to customers involving a high level of product or service knowledge, often autonomously acquired;
  • using multiple technologies such as telephony, internet services and face-to-face contact; and
  • taking responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or disconnection of service or customer dissatisfaction.

    (b) Indicative tasks

    An employee at this level would normally perform the following indicative tasks:

  • follow occupational health & safety policy and procedures;
  • communicate in a customer contact centre;
  • work in a customer contact centre environment;
  • respond to inbound customer contact;
  • conduct outbound customer contact;
  • use basic computer technology;
  • use an enterprise information system;
  • provide quality customer service; and
  • provide leadership in a contact centre.

    An employee at this level would also normally perform some of the following indicative tasks:

  • lead operations in a contact centre;
  • monitor safety in a contact centre;
  • implement continuous improvement in a contact centre;
  • lead innovation and change in a contact centre;
  • administer customer contact telecommunications technology;
  • implement customer service strategies in a contact centre;
  • implement information systems in a contact centre;
  • acquire product or service knowledge;
  • gather, collate and record information;
  • analyse information;
  • lead teams in a contact centre; and
  • develop teams and individuals in a contact centre.

    (c) Qualifications or experience

    An employee with two or more years' practical work experience in a contact centre environment who possesses specialist vocational skills, such as leadership, or who holds a Certificate IV in Telecommunications (Customer Contact) or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.2.5 Principal Customer Contact Leader

    (a) Role definition

    A Principal Customer Contact Leader is employed in the application of a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of functions in either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy is involved and accountability and responsibility for self and others in achieving the outcomes is involved.

    A Telecommunications Customer Contact Leader would co-ordinate the work of a number of teams within a call centre environment, and would typically have a number of specialists/supervisors reporting to them.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • manage personal work priorities and professional development;
  • provide leadership in the workplace;
  • establish effective workplace relationships;
  • facilitate work teams;
  • manage operational plan;
  • manage workplace information systems;
  • manage quality customer service;
  • ensure a safe workplace;
  • promote continuous improvement;
  • facilitate and capitalise on change and innovation; and
  • develop a workplace learning environment.

    (c) Qualifications or experience

    An employee with extensive proven practical experience, including team leadership, in a related work environment, who holds a Diploma - Front Line Management or equivalent would be classified at this level when employed to

    perform the functions in the role definition and taking into account the indicative tasks.

    A.2.6 Interpretation-Indicative tasks

    The indicative tasks set out in A.2 are aligned to the units of competency in the Information Technology and Telecommunications Industry Training Advisory Board's endorsed customer contact competency standards in the Telecommunications Training Package (ICT10). The indicative tasks for Principal Customer Contact Leader are aligned to the units of competency in Business Services Training Australia's endorsed competency standards in the Business Services Training Package (BSB07).

    In the event of a dispute over the meaning of the indicative tasks the relevant standards will be used to assist interpretation.

    A.3 Clerical and administration stream classifications

    A.3.1 Clerical and Administration Employee Level 1

    (a) Role definition

    An employee at this level:

  • works under direct supervision with regular checking of progress;
  • applies knowledge and skills to a limited range of tasks; and
  • performs work within established routines, methods and procedures that are predictable and which require the exercise of limited discretion.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • prepare for work;
  • complete daily work activities;
  • apply basic communication skills;
  • plan skills development;
  • use business equipment;
  • follow workplace safety procedures;
  • operate a personal computer;
  • develop keyboard skills; and
  • follow environmental work practices.

    (c) Qualifications or experience

    An entry level employee, or an employee who holds a Certificate I in Business or equivalent, would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.3.2 Clerical and Administration Employee Level 2

    (a) Role definition

    An employee at this level:

  • works under routine supervision with intermittent checking;
  • applies knowledge and skills to a range of tasks; and
  • usually performs work within established routines, methods and procedures, which involve the exercise of some discretion and minor decision making.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • work effectively in a business environment;
  • organise and complete daily work activities;
  • communicate in the workplace;
  • work effectively with others;
  • use business technology;
  • process and maintain workplace information;
  • prepare and process financial/business documents;
  • deliver a service to customers;
  • provide information to clients;
  • implement improved work practices;
  • participate in workplace safety procedures;
  • handle mail;
  • produce simple word-processed documents;
  • create and use simple spreadsheets; and
  • participate in environmental work practices.

    (c) Qualifications or experience

    An employee with relevant work experience, or who holds a Certificate II in Business or equivalent would be classified at this level when employed to

    perform the functions in the role definition and taking into account the indicative tasks.

    A.3.3 Clerical and Administration Employee Level 3

    (a) Role definition

    An employee at this level:

  • works under limited supervision with checking related to overall progress;
  • may be responsible for the work of others and may be required to co-ordinate such work;
  • applies knowledge with depth in some areas and a broad range of skills; and
  • performs work within routines, methods and procedures where some discretion and judgment is required.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • exercise initiative in a business environment;
  • organise personal work priorities and development;
  • contribute to effective workplace relationships;
  • contribute to personal skill development and learning;
  • organise workplace information;
  • produce business documents;
  • maintain business resources;
  • maintain financial records;
  • recommend products and services;
  • deliver and monitor a service to customers;
  • maintain workplace safety;
  • support innovation and change;
  • maintain environmental procedures;
  • produce texts from shorthand notes;
  • produce texts from notes;
  • produce texts from audio transcription;
  • design and develop text documents;
  • create and use databases;
  • create electronic presentations;
  • organise schedules;
  • process payroll;
  • process accounts payable and receivable;
  • maintain a general ledger;
  • support leadership in the workplace;
  • participate in work teams;
  • support operational plans;
  • provide workplace information and resourcing plans;
  • support continuous improvement systems and processes;
  • deliver and monitor a service to customers; and
  • support a workplace learning environment.

    (c) Qualifications or experience

    An employee with relevant work experience or qualifications or who holds a Certificate III in Business or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.3.4 Clerical and Administration Employee Level 4

    (a) Role definition

    An employee at this level:

  • works without supervision, with general guidance on progress and outcomes sought;
  • may be responsible for the organisation of the work of others;
  • applies knowledge with depth in some areas and a broad range of skills;
  • performs a wide range of tasks, and the range and choice of actions required will usually be complex; and
  • performs work within routines, methods and procedures where discretion and judgment is required, for both self and others.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • develop work priorities;
  • establish business networks;
  • develop teams and individuals;
  • analyse and present research information;
  • maintain business technology;
  • co-ordinate business resources;
  • report on financial activity;
  • promote products and services;
  • co-ordinate implementation of customer service strategies;
  • monitor a safe workplace;
  • promote innovation and change;
  • implement and monitor environmental policies;
  • show leadership in the workplace;
  • manage effective workplace relationships;
  • lead work teams;
  • implement operational plan;
  • implement workplace information system;
  • implement continuous improvement;
  • develop teams and individuals;
  • produce complex texts from shorthand notes;
  • produce complex business documents;
  • develop and use complex databases;
  • develop and use complex spreadsheets;
  • organise meetings;
  • organise business travel;
  • administer projects; and
  • prepare financial reports.

    (c) Qualifications or experience

    An employee with relevant work experience or who holds a Certificate IV in Business or equivalent qualifications would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.3.5 Clerical and Administration Employee Level 5

    (a) Role definition

    An employee at this level:

  • may be responsible for the planning and management of the work of others;
  • applies knowledge with substantial depth in some areas, and a range of skills which may be varied or highly specific;
  • applies knowledge and skills independently and non-routinely; and
  • exercises considerable judgment and initiative.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • manage personal work priorities and professional development;
  • provide leadership in the workplace;
  • establish effective workplace relationships;
  • facilitate work teams;
  • manage operational plan;
  • manage workplace information systems;
  • manage quality customer service;
  • ensure a safe workplace;
  • promote continuous improvement;
  • facilitate and capitalise on change and innovation;
  • develop a workplace learning environment;
  • manage the establishment and maintenance of a workgroup network;
  • manage meetings;
  • plan or review administration systems;
  • manage payroll; and
  • manage business document design and development.

    (c) Qualifications or experience

    An employee with extensive practical experience or who holds a Diploma in Business or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.3.6 Interpretation-Indicative tasks

    The indicative tasks set out in A.3 are aligned to the units of competency in Business Services Training Australia's endorsed competency standards in the Business Services Training Package (BSB07). In the event of a dispute over the meaning of the indicative tasks the relevant standards will be used to assist interpretation.

    A.4 Technical stream classifications

    A.4.1 Telecommunications Trainee

    (a) A Telecommunications Trainee is engaged in a course of training and development (other than through a new apprenticeship/traineeship) to enable them to perform technical functions in the telecommunications industry.

    (b) An employee at this level would not normally perform technical functions without direct/immediate supervision.

    (c) An employee would normally graduate from the course of training as a Telecommunications Technical Assistant.

    A.4.2 Telecommunications Technical Employee

    (a) Specialisations

  • Telecommunications Technical Employee (Cabling); and
  • Telecommunications Technical Employee (Customer Access Network).

    (b) Telecommunications Technical Employee (Cabling)

    (i) Role definition

    A Telecommunications Technical Employee (Cabling) performs a prescribed range of functions involving known routines and procedures and accountability for the quality of outcomes.

    An employee in this role installs telecommunications and data cabling and cabling products on customer premises in accordance with Australian Communications Authority requirements under the auspices of the industry registration regime.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • install cable support systems;
  • place and secure cable;
  • terminate metallic conductor cable;
  • install functional and protective telecommunications earthing system;
  • joint copper cable;
  • alter services to existing cable system; and
  • organise and monitor cabling to ensure compliance with regulatory and industry standards.

    (iii) Qualifications

    An employee who holds a Certificate II in Telecommunications Cabling or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    (c) Telecommunications Technical Employee (Customer Access Network)

    (i) Role definition

    A Telecommunications Technical Employee (Customer Access Network) is employed to perform a prescribed range of functions involving known routines and procedures and accountability for the quality of outcomes.

    An employee at this level installs telecommunications cabling and cabling support resources and equipment in Telstra owned customer access networks in accordance with specific Telstra requirements.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • follow occupational health and safety policy and procedures;
  • use hand and power tools;
  • work effectively in a telecommunications technology team;
  • haul underground cable;
  • install telecommunications service to a building;
  • construct underground enclosures;
  • joint metallic cable;
  • splice optic fibre cable;
  • joint and terminate coaxial cable;
  • install an above ground equipment enclosure;
  • erect cable supports; and
  • fix aerial cable.

    (iii) Qualifications

    An employee who holds a Certificate II in Telecommunications (Access Network) or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.4.3 Telecommunications Technician (Cabling and Customer Premises Equipment)

    (a) Role definition

    A Telecommunications Technician (Cabling and Customer Premises Equipment) performs a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion is required in the selection of equipment, services or contingency measures and within known time constraints.

    An employee in this role is involved in:

  • the installation of telecommunications and data cabling and cabling products on customer premises in accordance with Australian Communications Authority requirements under the auspices of the industry registration regime; and
  • the installation of voice and data telecommunications equipment.

    This role includes assessing installation requirements, planning and performing installations, testing installed equipment and fault finding. It involves a degree of autonomy and may include some supervision of others.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • install cable support systems;
  • place and secure cable;
  • terminate metallic conductor cable;
  • place, secure and terminate structured cabling twisted pair for certification;
  • place, secure and terminate optical fibre cable;
  • place, secure and terminate coaxial cable;
  • install functional and protective telecommunications earthing system;
  • alter services to existing cable system;
  • organise and monitor cabling to ensure compliance with regulatory and industry standards;
  • install Customer Premises Equipment (CPE) systems and equipment;
  • cut over new CPE systems and equipment;
  • hand over systems and equipment;
  • joint copper cable;
  • train customers;
  • recover CPE;
  • refurbish CPE; and
  • complete all administrative work associated with CPE activity.

    (c) Qualifications

    An employee who holds a Certificate III in Telecommunications Cabling and Customer Premises Equipment or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.4.4 Advanced Telecommunications Technician

    (a) Specialisations

  • Advanced Telecommunications Technician (Telecommunications Access Planning);
  • Advanced Telecommunications Technician (Engineering); and
  • Advanced Telecommunications Technician (Telecommunications Computer Systems).

    (b) Advanced Telecommunications Technician (Telecommunications Access Planning)

    (i) Role definition

    An Advanced Telecommunications Technician (Telecommunications Access Planning) performs a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills.

    This role is concerned with planning the development of the customer access network infrastructure. The role requires an in-depth understanding of the access network, the capacity to develop planned additions and rectifications to the access network, as well as the ability to monitor the implementation of those plans.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • apply knowledge of Access Network Architecture and Core Components;
  • apply knowledge of the internal and external influences upon the enterprise and the telecommunications industry;
  • plan the Access Network;
  • apply skills in risk management;
  • apply skills in scope management;
  • brief the project;
  • manage effective workplace relationships;
  • contribute to effective workplace relationships;
  • plan assessment;
  • conduct assessment;
  • review assessment;
  • train small groups;
  • deliver training sessions; and
  • review training.

    (iii) Qualifications

    An employee who holds a Certificate IV in Telecommunications Access Planning or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    (c) Advanced Telecommunications Technician (Engineering)

    (i) Role definition

    An Advanced Telecommunications Technician (Engineering) performs a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills.

    An employee in this role is involved in installing telecommunications and data communications equipment.

    This role includes planning and performing installations, testing installed equipment and fault finding.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • follow occupational health and safety policy and procedures;
  • use hand and power tools;
  • work effectively in a telecommunications technology team;
  • plan assessment;
  • conduct assessment;
  • review assessment;
  • identify requirements for customers' telecommunications equipment;
  • prepare design drawings and specifications for a cable installation;
  • estimate and quote on customer equipment installation;
  • schedule and supply cable installation;
  • supervise cabling project;
  • organise resources;
  • undertake a civil site survey;
  • organise material supply;
  • assign a transmission path;
  • schedule resources;
  • schedule CPE installation;
  • install radio controlled CPE;
  • install PC based CPE system programs;
  • install an antenna/wave guide;
  • test cable bearers;
  • effect changes to existing CPE systems and equipment;
  • cutover CPE additions, moves and changes;
  • complete network equipment/software upgrades;
  • commission an electronic system;
  • schedule CPE maintenance;
  • undertake preventive maintenance (CPE systems and equipment);
  • perform tests and fault diagnosis on remote from the customer premises;
  • locate and rectify CPE faults on site, on first-in basis;
  • monitor, analyse and action telecommunications network alarms;
  • undertake routine maintenance of the telecommunications network;
  • undertake remote repair of network faults;
  • locate and rectify network faults on a first-in basis;
  • undertake outage management;
  • conduct radio frequency measurements;
  • conduct field tests of radio/wireless networks;
  • remotely locate and identify cable network faults;
  • locate and diagnose cable faults;
  • locate and diagnose electronic faults; and
  • repair electronic faults.

    (iii) Qualifications

    An employee who holds a Certificate IV in Telecommunications Engineering or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    (d) Advanced Telecommunications Technician (Telecommunications Computer Systems)

    (i) Role definition

    An Advanced Telecommunications Technician (Telecommunications Computer Systems) performs a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills.

    An employee in this role is involved in:

  • installing telecommunications computer equipment and telecommunications computer systems; and
  • installing telecommunications data communications equipment.

    This role includes planning and performing installations, testing installed equipment and fault finding.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • install PC based CPE system programs;
  • effect changes to existing CPE systems and equipment;
  • complete equipment/software upgrades;
  • locate and rectify CPE faults on site, on a first-in basis;
  • locate and rectify network faults on a first-in basis;
  • cutover CPE additions, moves and changes;
  • locate and diagnose cable faults;
  • locate and diagnose electronic faults; and
  • repair electronic faults.

    (iii) Qualifications

    An employee who holds a Certificate IV in Telecommunications Computer Systems or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.4.5 Principal Telecommunications Technician

    (a) Specialisations

  • Principal Telecommunications Technician (Engineering); and
  • Principal Telecommunications Technician (Telecommunications Computer Systems).

    (b) Principal Telecommunications Technician (Engineering)

    (i) Role definition

    A Principal Telecommunications Technician (Engineering) performs work in a self-directed manner and applies knowledge and skills, with substantial depth in some areas where judgment is required in planning and selecting appropriate equipment, services and techniques for self and others.

    An employee in this role is involved in:

  • the installation and management of telecommunications computer equipment and telecommunications computer systems; and
  • the installation and management of data communications equipment.

    This role includes assessing installation requirements, planning and performing installations, testing installed equipment and fault finding. It involves a high degree of autonomy and may include some supervision of others.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • provide high level consultancy and technical support in the CPE sector;
  • develop and deliver training associated with new and/or modified products;
  • develop and deliver technical information to all company staff;
  • develop CPE installation project plans;
  • prepare a project brief;
  • design a telecommunications project;
  • design an electronic network;
  • prepare project specifications;
  • acceptance test new systems and equipment;
  • commission telecommunications network equipment;
  • integrate new systems and equipment into the telecommunications network;
  • cutover new and/or replacement network equipment;
  • complete equipment/software upgrades;
  • locate and rectify complex CPE system and equipment faults;
  • provide expert advice and support on very complex CPE faults;
  • analyse and organise repair of complex telecommunications network faults;
  • undertake outage management;
  • conduct tests on handset enhancements and international roaming agreements;
  • develop software;
  • use Photonics devices;
  • integrate specialised Photonics devices into telecommunications systems;
  • use a virtual instrument;
  • perform Photonics laboratory techniques;
  • configure and cutover a WDM system;
  • administer a data communication (LAN or WAN) network; and
  • test and measure mobile phone performance.

    (iii) Qualifications

    An employee who holds a Diploma in Telecommunications Engineering or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    (c) Principal Telecommunications Technician (Telecommunications Computer Systems)

    (i) Role definition

    A Principal Telecommunications Technician (Telecommunications Computer Systems) performs work in a self-directed manner and applies knowledge and skills, with substantial depth in some areas where judgment is required in planning and selecting appropriate equipment, services and techniques for self and others.

    An employee in this role is involved in:

  • the installation and management of telecommunications computer equipment and telecommunications computer systems; and
  • the installation and management of data communications equipment.

    This role includes assessing installation requirements, planning and performing installations, testing installed equipment and fault finding. It involves a high degree of autonomy and may include some supervision of others.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • acceptance test new systems and equipment;
  • integrate new systems and equipment into the telecommunications network;
  • cutover new and/or replacement network equipment;
  • locate and rectify complex CPE system and equipment faults; and
  • develop software.

    (iii) Qualifications

    An employee who holds a Diploma of Telecommunications Computer Systems or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.4.6 Telecommunications Associate

    (a) Specialisations

  • Telecommunications Associate (Engineering); and
  • Telecommunications Associate (Telecommunications Computer Systems).

    (b) Telecommunications Associate (Engineering)

    (i) Role definition

    A Telecommunications Associate (Engineering) performs work involving the application of a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of contexts in relation to either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy is involved and accountability and responsibility for self and others in achieving the outcomes is involved.

    An employee in this role is involved in:

  • design, installation and management of telecommunications equipment and systems; and
  • design, installation and management of data communications equipment.

    This role includes assessing installation requirements, designing systems, planning and performing installations, testing installed equipment and fault finding. It involves a high degree of autonomy and may include some supervision of others.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • plan the development and growth of the telecommunications network;
  • forecast service demand;
  • prepare a project brief;
  • develop project management plan;
  • prepare a detailed design brief;
  • undertake qualification testing of new or enhanced equipment and systems;
  • undertake system administration;
  • undertake network traffic management;
  • co-ordinate fault rectification and restoration of service following network outages;
  • ensure that network changes are implemented as planned with minimal impact to the customer;
  • undertake network performance analysis;
  • undertake management of the common channel signalling network;
  • analyse and organise repair of the most complex telecommunications network faults;
  • verify new software/hardware releases;
  • monitor the capacity of, and recommend changes to, the mobile network;
  • create code for applications; and
  • prepare a detailed design for a communication network.

    (iii) Qualifications

    An employee who holds an Advanced Diploma in Telecommunications Engineering or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    (c) Telecommunications Associate (Telecommunications Computer Systems)

    (i) Role definition

    A Telecommunications Associate (Telecommunications Computer Systems) performs work involving the application of a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of contexts in relation to either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy is involved and accountability and responsibility for self and others in achieving the outcomes is involved.

    An employee in this role is involved in:

  • design, installation and management of telecommunications computer equipment and systems; and
  • design, installation and management of data communications equipment.

    This role includes assessing installation requirements, designing systems, planning and performing installations, testing installed equipment and fault finding. It involves a high degree of autonomy and may include some supervision of others.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • undertake qualification testing of new or enhanced equipment and systems;
  • undertake system administration;
  • undertake network traffic management;
  • undertake network performance analysis;
  • create code for applications; and
  • prepare a detailed design for a communication network.

    (iii) Qualifications

    An employee who holds an Advanced Diploma in Telecommunications Computer Systems or equivalent would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.4.7 Interpretation-Indicative tasks

    The indicative tasks set out in A.4 are aligned to the units of competency in the Information Technology and Telecommunications Industry Training Advisory Board's endorsed competency standards in the Telecommunications Training Package (ICT10). In the event of a dispute over the meaning of the indicative tasks the relevant standards will be used to assist interpretation.

    A.5 Technical Professional Stream classifications

    A.5.1 Technical Professional Stream Employee Level 1

    (a) Role definition

    An employee at this level:

  • works under supervision from senior professionals with regular checking related to method of approach and requirements;
  • draws upon advanced techniques and methods learned and relies on precedent or defined procedures for guidance; and
  • contributes to personal skill development and learning.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • undertakes initial professional tasks of limited scope and complexity such as minor phases of broader assignments, in office, plant, field or laboratory work;
  • performs normal professional work and exercises individual judgment and initiative in the application of principles, techniques and methods; and
  • assists senior professionals by carrying out tasks requiring accuracy and adherence to prescribed methods of professional analysis, design or computation.

    (c) Qualifications

    An employee who holds a university degree specialising in Science, Engineering or Information Technology would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.5.2 Technical Professional Stream Employee Level 2

    (a) Role definition

    An employee at this level plans and conducts professional work without detailed supervision but with guidance on unusual features and is usually engaged on more responsible assignments requiring substantial professional experience.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • assists in developing new professional approaches and techniques to the design or development of equipment or products;
  • analyses business needs to develop functional and non-functional specifications; and
  • assists with the development of technology guidelines and standards in the design and deployment of technology.

    (c) Qualifications

    An employee who holds a university degree specialising in Science, Engineering or Information Technology coupled with at least two years' professional experience would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.5.3 Technical Professional Stream Employee Level 3

    (a) Role definition

    An employee at this level performs duties requiring the application of mature professional knowledge. With scope for individual accomplishment and co-ordination of more difficult assignments, the employee deals with problems for which it is necessary to modify established guides and devise new approaches.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • contributes to or applies new professional approaches and techniques to the design or development of equipment or products;
  • works autonomously with minimal supervision;
  • makes responsible decisions on matters assigned, including the establishment of professional standards and procedures; and
  • consults, recommends and advises in specialty areas.

    (c) Qualifications

    An employee who holds a university degree specialising in Science, Engineering or Information Technology coupled with more than two years' professional experience would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.5.4 Technical Professional Stream Employee Level 4

    (a) Role definition

    An employee at this level performs professional work involving considerable independence in approach, demanding a considerable degree of originality, ingenuity and judgment, and knowledge of more than one field of, or expertise in a particular field of professional engineering or professional information technology.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • initiates or participates in short or long range planning and makes independent decisions on professional engineering or information technology policies and procedures within an overall program;
  • gives technical advice to management and operating departments;
  • may take detailed technical responsibility for product development and provision of specialised professional engineering or professional information technology systems, facilities and functions;
  • co-ordinates work programs;
  • directs or advises on the use of equipment and materials;
  • makes responsible decisions not usually subject to technical review, decides courses of action necessary to expedite the successful accomplishment of assigned projects, and may make recommendations involving large sums or long range objectives; and
  • supervises a group or groups including professional and other staff, or exercises authority and technical control over a group of professional staff.

    (c) Qualifications

    An employee who holds a university degree specialising in Science, Engineering or Information Technology coupled with extensive years of professional experience would be classified at this level when employed to perform the functions in the role definition and taking into account the indicative tasks.

    A.6 Sales stream classifications

    A.6.1 Sales Professional

    (a) Specialisations

  • Sales Specialist (field based sales); and
  • Senior Sales Specialist (field based sales).

    (b) Sales Specialist (field based sales)

    (i) Role definition

    An employee at this level;

  • is predominantly occupied in the selling process;
  • does not operate for a substantial amount of time from a Telstra office based location; and
  • works under limited supervision with checking related to overall progress.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • establishes and manages customer relationships;
  • achieves revenue and sales objectives for defined portfolio; and
  • analyses customer requirements.

    (iii) Qualifications

    An employee who holds a Certificate III in Business or equivalent with at least 2 years practical sales experience would be classified at this level when employed to perform the functions in the role definition and taking into account indicative tasks.

    (c) Senior Sales Specialist (field based sales)

    (i) Role definition

    An employee at this level:

  • is predominantly occupied in the selling process;
  • does not operate for a substantial amount of time from a Telstra office based location;
  • may be responsible for the organisation of the work of others; and
  • performs a wide range of tasks, and the range and choice of actions required will usually be complex.

    (ii) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • establishes and manages strategic customer relationships;
  • manages significant internal and external stakeholder management issues;
  • achieves revenue and sales objectives for a defined portfolio or region;
  • provides subject matter expertise on a defined solutions portfolio;
  • develops, leads and implements the account strategy.

    (iii) Qualifications

    An employee with extensive proven experience in a sales related discipline or equivalent would be classified at this level when employed to perform the functions in the role definition and taking account the indicative tasks.

    A.7 Media Stream Classifications

    A.7.1 Media Relations Officer

    (a) Role definition

    An employee at this level:

  • works without supervision or with minimal supervision, with general guidance on progress and outcomes sought;
  • applies knowledge with depth in some areas and a broad range of skills; and
  • performs work within routines, methods and procedures where discretion and judgement is required, both for self and others.

    (b) Indicative tasks

    The following tasks are indicative of those performed by an employee at this level:

  • represents Telstra, its subsidiary companies and partners to media and principal media people throughout Australia and where appropriate, overseas;
  • monitors media issues which impact/could impact upon Telstra and provides timely, accurate and researched briefings to management. Initiates positive Telstra responses to these issues;
  • develops media releases from key speeches, policies, decisions, launches and other activities which will promote positive perceptions and create understanding of Telstra's role, goals and objectives;
  • maintains a wide range of media contacts and enhances their understanding of Telstra activities, policies and corporate objectives, maintains up to date media contact lists;
  • organises and promotes the availability of appropriate Telstra personnel as media spokespeople;
  • implements response programme to criticism of Telstra in the media;
  • maintains strong working relationships with all areas within Telstra and, through co-ordination with other corporate communications functions and with business units, provides effective issues management;
  • provides high standard journalistic input to Telstra publications and electronic productions; and
  • briefs photographers and camera operators to maximise pictorial support for journalistic activities.

    (c) Qualifications

    An employee who holds a university degree specialising in an appropriate field such as Arts, Media or Journalism would be classified at this level when employed to perform the functions in the role definition and taking account the indicative tasks.

    A.7.2 Senior Media Relations Officer

    (a) Role definition

    An employee at this level:

  • may be responsible for the planning and management of the work of others;
  • applies knowledge with depth in some areas, and a range of skills which may be varied or highly specific;
  • applies knowledge and skills independently and non-routinely; and
  • exercises considerable judgement and initiative.

    (b) Indicative tasks

    A Senior Media Relations Officer would perform the same indicative tasks of those performed by a Media Relations Officer. However, in addition the following tasks are indicative of those performed by an employee at this level:

  • prepares and reviews, in line with Telstra's corporate objectives and policies, media strategies and implementation plans and measurement techniques to assess their effectiveness;
  • provides advice to senior management in the corporate centre, divisions, regions, districts and shared resource units on issues which expose/could expose Telstra to media interest within Australia and overseas;
  • develops and implements action plans for media coverage of Telstra decisions and policies, addressing key target audiences and through identified target media;
  • prepares speeches for senior Telstra personnel highlighting the key communications messages and objectives;
  • organises and participates in training of key Telstra personnel to be effective spokespeople in the media.

    (c) Qualifications

    An employee who holds a university degree specialising in an appropriate field such as Arts, Media or Journalism would be classified at this level when employed to perform the functions in the role definition and taking account the indicative tasks, where they have more than two years' experience in the field.

    A.8 Notification of classification

    Upon a request being made by an employee, the employee will be advised of the award classification which Telstra considers to be appropriate having regard to the definitions in this award and the duties performed by the employee.

    If an employee disputes the classification assigned to them by Telstra the employee must advise Telstra in writing. If the dispute is unable to be resolved by Telstra and the employee in a reasonable time it will be dealt with in accordance with clause 9-Dispute resolution.

    Schedule B-School-based Apprentices

    B.1 This schedule applies to school-based apprentices. A school-based apprentice is a person who is undertaking an apprenticeship in accordance with this schedule while also undertaking a course of secondary education.

    B.2 A school-based apprenticeship may be undertaken in the trades covered by this award under a training agreement or contract of training for an apprentice declared or recognised by the relevant State or Territory authority.

    B.3 The relevant minimum wages for full-time junior and adult apprentices provided for in this award, calculated hourly, will apply to school-based apprentices for total hours worked including time deemed to be spent in off-the-job training.

    B.4 For the purposes of clause B.3, where an apprentice is a full-time school student, the time spent in off-the-job training for which the apprentice must be paid is 25% of the actual hours worked each week on-the-job. The wages paid for training time may be averaged over the semester or year.

    B.5 A school-based apprentice must be allowed, over the duration of the apprenticeship, the same amount of time to attend off-the-job training as an equivalent full-time apprentice.

    B.6 For the purposes of this schedule, off-the-job training is structured training delivered by a Registered Training Organisation separate from normal work duties or general supervised practice undertaken on the job.

    B.7 The duration of the apprenticeship must be as specified in the training agreement or contract for each apprentice but must not exceed six years.

    B.8 School-based apprentices progress through the relevant wage scale at the rate of 12 months progression for each two years of employment as an apprentice, or at the rate of competency based progression if provided for in this award.

    B.9 The apprentice wage scales are based on a standard full-time apprenticeship of four years (unless the apprenticeship is of three years duration), or stages of competency based progression if provided for in this award. The rate of progression reflects the average rate of skill acquisition expected from the typical combination of work and training for a school-based apprentice undertaking the applicable apprenticeship.

    B.10 If an apprentice converts from school-based to full-time, the successful completion of competencies (if provided for in this award) and all time spent as a full-time apprentice will count for the purposes of progression through the relevant wage scale in addition to the progression achieved as a school-based apprentice.

    B.11 School-based apprentices are entitled pro rata to all of the other conditions in this award.

    Schedule C-Supported Wage System

    C.1 This schedule defines the conditions which will apply to employees who because of the effects of a disability are eligible for a supported wage under the terms of this award.

    C.2 In this schedule:

    approved assessor means a person accredited by the management unit established by the Commonwealth under the supported wage system to perform assessments of an individual's productive capacity within the supported wage system;

    assessment instrument means the tool provided for under the supported wage system that records the assessment of the productive capacity of the person to be employed under the supported wage system;

    disability support pension means the Commonwealth pension scheme to provide income security for persons with a disability as provided under the Social Security Act 1991 (Cth), as amended from time to time, or any successor to that scheme;

    relevant minimum wage means the minimum wage prescribed in this award for the class of work for which an employee is engaged;

    supported wage system (SWS) means the Commonwealth Government system to promote employment for people who cannot work at full award wages because of a disability, as documented in the Supported Wage System Handbook. The Handbook is available from the following website: www.jobaccess.gov.au;

    SWS wage assessment agreement means the document in the form required by the Department of Education, Employment and Workplace Relations that records the employee's productive capacity and agreed wage rate.

    C.3 Eligibility criteria

    C.3.1 Employees covered by this schedule will be those who are unable to perform the range of duties to the competence level required within the class of work for which the employee is engaged under this award, because of the effects of a disability on their productive capacity and who meet the impairment criteria for receipt of a disability support pension.

    C.3.2 This schedule does not apply to any existing employee who has a claim against Telstra which is subject to the provisions of workers compensation legislation or any provision of this award relating to the rehabilitation of employees who are injured in the course of their employment.

    C.4 Supported wage rates

    C.4.1 Employees to whom this schedule applies will be paid the applicable percentage of the relevant minimum wage according to the following schedule: 

    Assessed capacity (clause C.5)		% Relevant minimum wage
	10			10
	20			20
	30			30
	40			40
	50			50
	60			60
	70			70
	80			80
	90			90
    C.4.2 Provided that the minimum amount payable must be not less than $80 per week.

    C.4.3 Where an employee's assessed capacity is 10%, they must receive a high degree of assistance and support.

    C.5 Assessment of capacity

    C.5.1 For the purpose of establishing the percentage of the relevant minimum wage, the productive capacity of the employee will be assessed in accordance with the Supported Wage System by an approved assessor, having consulted with Telstra and the employee and, if the employee so desires, a union which the employee is eligible to join.

    C.5.2 All assessments made under this schedule must be documented in an SWS wage assessment agreement, and retained by Telstra as a time and wages record in accordance with the Act.

    C.6 Lodgement of SWS wage assessment agreement

    C.6.1 All SWS wage assessment agreements under the conditions of this schedule, including the appropriate percentage of the relevant minimum wage to be paid to the employee, must be lodged by Telstra with the Fair Work Commission.

    C.6.2 All SWS wage assessment agreements must be agreed and signed by the employee and Telstra parties to the assessment. Where a union which has an interest in the award is not a party to the assessment, the assessment will be referred by the Fair Work Commission to the union by certified mail and the agreement will take effect unless an objection is notified to the Fair Work Commission within 10 working days.

    C.7 Review of assessment

    The assessment of the applicable percentage should be subject to annual or more frequent review on the basis of a reasonable request for such a review. The process of review must be in accordance with the procedures for assessing capacity under the supported wage system.

    C.8 Other terms and conditions of employment

    Where an assessment has been made, the applicable percentage will apply to the relevant minimum wage only. Employees covered by the provisions of this schedule will be entitled to the same terms and conditions of employment as other workers covered by this award on a pro rata basis.

    C.9 Workplace adjustment

    If Telstra wishes to employ a person under the provisions of this schedule, Telstra must take reasonable steps to make changes in the workplace to enhance the employee's capacity to do the job. Changes may involve re-design of job duties, working time arrangements and work organisation in consultation with other workers in the area.

    C.10 Trial period

    C.10.1 In order for an adequate assessment of the employee's capacity to be made, Telstra may employ a person under the provisions of this schedule for a trial period not exceeding 12 weeks, except that in some cases additional work adjustment time (not exceeding four weeks) may be needed.

    C.10.2 During that trial period the assessment of capacity will be undertaken and the percentage of the relevant minimum wage for a continuing employment relationship will be determined.

    C.10.3 The minimum amount payable to the employee during the trial period must be no less than $80 per week.

    C.10.4 Work trials should include induction or training as appropriate to the job being trialed.

    C.10.5 Where Telstra and an employee wish to establish a continuing employment relationship following the completion of the trial period, a further contract of employment will be entered into based on the outcome of assessment under clause C.5.


    • Home
    		Telecom