service industry

1 19 January 2011

Service industry

Service Skills Australia (SSA) is responsible for the development and review of training packages in this industry. The service industry comprises the following sectors:

• retail services and floristry • tourism, hospitality and events • sport, fitness, outdoor recreation and community recreation • personal services (including hairdressing, beauty and funeral services)

They employ a quarter of Australia’s workforce (2.4 million people) and contribute significantly to Australia’s gross domestic product. One in five Autralian workers begin their working life as a sales assistant or sales person. Generally business sales in retail, wholesale and personal services are cyclical with consumers reacting to economic trends and changes. Retail and floristry These industries are covered by the following training packages: • SIR07: Retail Services Training Package Version 1.2 • WRF04: Floristry Training Package National context According to the Service Skills Australia Environmental Scan 2010:

• employees lack industry qualifications in retail (59.6%) and wholesale (48.4%) • entry to these sectors is generally at certificate II or certificate III level • higher level qualifications are needed to cover business management skills • skill shortages will occur with ageing population • employee skill sets will need to include computer literacy to cope with the introduction

of technological changes such as the growth of online retail and subsequent move to web-based customer service

• career pathways need to be enhanced to maximise retention and improve job satisfaction

In the four years to 2013-14, SSA projects that employment in the retail trade will grow at an average rate of 1.1 percent per annum, which equates to 67,600 new jobs. With growth in this sector, the requirement for skilled, knowledgeable, qualified retail managers is critical for effective planning and budgeting to secure the retail workforce into the future. There is growing demand from customers for better trained staff and improved customer service. The pharmacy industry, one of the larger sectors of the retail industry, covers the retailing of pharmaceutical goods such as prescription drugs, other medicines, toiletries and cosmetics. . Industry feedback reports a growing number of people choosing to consult with a pharmacist initially, rather than making an appointment with a doctor. This puts further emphasis on the need for vocational education and training of pharmacy assistants. The Service Skills Australia Environmental Scan 2010 indicates that in 2005-2008 most community pharmacy training with public providers was in the Certificate II in Community Pharmacy. Research reveals that the majority of the workforce is at this level. The increasing uptake of certificate III qualifications in more recent years mirrors the growing up-skilling of the workforce. The community pharmacy sector has also identified a need to develop articulation pathways to higher education to support changes in the industry, and this will be taken up in the review of the industry’s qualifications.

2 19 January 2011

Further, the Service Skills Australia Environmental Scan 2010 indicates there is an ongoing demand for florists. Aside from traditional services, floristries have diversified into the broader gift and homeware markets, as well as niche markets such as the commercial and wedding sectors. WRF04: Floristry Training Package is currently under review and its replacement (SFL10) will include sustainability skills, including knowledge of the environmental impact of constructing and maintaining floristry products and ways to minimise energy use. Successful completion of the floristry qualifications will require knowledge of environmentally sound disposal methods for all types of waste and in particular for hazardous substances, spoiled and diseased flower and plant materials, and those that have a propensity to propagate weeds. Safe use of hazardous substances such as cleaning and conditioning agents and preservatives is also required. Retail services and floristry qualifications in demand at a national level have been identified by SSA and are presented in Table 1. Table 1: Retail services and floristry occupations and qualifications in demand at the

national level Occupation Qualification

Retail Manager 142111 Cert IV Retail Management Dip Retail Management

Retail Supervisor 621511 Cert III Retail

Sales Assistant 621111 Cert II Retail

Florist 362111 Cert III Floristry

Pharmacy Sales Assistant 621411 Cert II Community Pharmacy Cert III Community Pharmacy Cert IV Community Pharmacy

3 19 January 2011

Local context

No retail services or floristry occupations for were shortlisted by industry as prioritised VET-related occupations for 2009-13 in the 2009 ACT Skill Demand Survey. On the other hand, the occupations Florist and Pharmacist Retail are included on the current ACT State Migration Plan Occupation List, indicating skill shortages in these occupations in the ACT. ACT stakeholder consultation indicated that:

• there are few problems attracting employees (both younger people and mature age) into this industry

• entry level training at certificate II is appropriate with provision of fast tracking into certificate III and further

• negotiations are taking place locally with the University of Canberra for tailored programs for pharmacy assistants who have completed pharmacy certificate courses, for a seamless transition into university courses at University of Canberra

• part- time pharmacy employees receive training conducted by an ACT Guild Registered Pharmacist.

As shown in Table 2, Australian Apprenticeship commencements reveal a significant and growing demand for traineeships in Certificate II in Retail and Certificate III in Retail. The next highest demand for traineeships is in Certificate IV in Retail. The most popular Australian School-based Apprenticeship (ASBA) in this sector is the Certificate II in Retail. There is demand at levels II, III and IV for traineeships in Community Pharmacy, but with the exception of the Certificate IV in Community Pharmacy and the ASBA, demand for these traineeships decreased in 2009-10 compared with 2008-09. Traineeships in Floristry at Certificate II, III, and IV level are available under the User Choice program. However, there is very little indication of demand for these traineeships in 2008-10. There is one ACT-based RTO registered to deliver floristry qualifications in the ACT. In 2010, under the Productivity Places Program (PPP), 160 training places were allocated for job seekers wishing to enroll in a Certificate II in Retail before 31 December 2010. Retail services and floristry qualifications were not included on the Priorities Support Program (PSP) Training Priorities List during 2008-10. The National Centre for Vocational Education Research (NCVER) Students and Courses Database reveals a demand for training in floristry qualifications outside of the funded VET programs administered by the ACT Department of Education and Training. In 2009, 13 students commenced in Certificate II in Floristry, two in Certificate III in Floristry and eight in Certificate IV in Floristry.

4 19 January 2011

Table 2: ACT Australian Apprenticeship commencements in retail services and floristry

qualifications, 2008-10 Qualification Type Year Commencements

Cert II Community Pharmacy SIR20107

ASBA 2009-10 2

2008-09 1

Cert II Community Pharmacy SIR20107

Traineeship

2009-10 8

2008-09 18

Cert II Retail SIR20207

ASBA 2009-10 13

2008-09 21


Traineeship 2009-10 192

2008-09 146

Cert II in Floristry WRF20104 ASBA 2009-10 1

2008-09 0

Cert III Retail SIR30207


2008-09 172

Cert III Community Pharmacy SIR30107


2008-09 32

Cert IV Community Pharmacy SIR40107


2008-09 1

Cert IV Retail Management SIR40207


2008-09 33

5 19 January 2011

Conclusion The following qualifications have been identified as priority industry-specific training needs for the ACT retail services and floristry industry in 2011-12. These qualifications, and associated occupations, have been identified using the combined evidence of past demand for Australian Apprenticeships and PPP training places, ACT industry feedback, and evidence of skill shortages presented in the ACT State Migration Plan Occupation List, and SSA Environmental Scan 2010.

Retail services and floristry occupations and qualifications for the ACT Industry Training Needs List 2011-12

Occupation Qualification

Pharmacy Sales Assistant 621411 Cert II Community Pharmacy SIR20107

Cert III Community Pharmacy SIR30107

Cert IV Community Pharmacy SIR40107 Sales Assistant 621111 Cert I Retail SIR10107


Retail Supervisor 621511 Cert III Retail SIR30207

Retail Manager (General) 142111 Cert IV Retail Management SIR40207

Florist 362111 Cert II Floristry WRF20104

6 19 January 2011

Tourism, hospitality and events This industry sector is covered by the training package SIT07: Tourism, Hospitality and Events Version 2.2.

National context

The tourism, hospitality and events sector currently employs over 480 000 Australians and contributes approximately 3.7 percent to Australia’s gross domestic product (ABS 2008). According to the Service Skills Australia Environmental Scan 2010:

• as of May 2008, 62.3 percent of workers in the accommodation and food service sectors did not have post-school qualifications.

• attracting and retaining workers is an ongoing challenge with competition for skilled labour coming from other industries such as mining and construction

• the restaurant and café business is growing and the available labour market is ageing • there is a discrepancy between the required supply of skilled labour to the tourism,

hospitality and events industry and that which is being delivered. Further, recruitment, retention and motivation of skilled employees are vital tasks of supervisors and managers which will gain importance for continued growth and productivity of the tourism, hospitality and events industry. The development of flexible career pathways and progression opportunities for employees will increase retention rates and improve job satisfaction. Industry feedback to the Service Skills Australia Environmental Scan 2010 emphasised the importance of high quality customer service as a main factor for continued business success While the economic downturn alleviated labour shortages in the hospitality, tourism and events industry in the short term, the industry still struggles to attract sufficient high quality workers. Industry feedback also indicates that the availability of staff at junior or frontline levels continues to be of great concern. Tourism, hospitality and events occupations and qualifications in demand at a national level have been identified by SSA and are presented in Table 3. The occupations Cook, Pastry Cook, and Baker are identified on the Australian Apprenticeships National Skills Needs List as trades in demand. Between 2005-08 the qualifications Certificate III in Hospitality (Operations), Certificate IV in Hospitality (Supervision) and Certificate II in Tourism (International Retail Travel Sales) were identified by the Australian Government as ‘skills shortages areas other than traditional trades’ and targeted under the Skilling Australia’s Workforce (SAW) Agreement (see Table 6).

7 19 January 2011

Table 3: Tourism, hospitality and events occupations and qualifications in demand at the national level


Bar Attendant 431111 Barista 431112 Café Worker 431211 Waiter 431511 Hotel Receptionist 542113 Cook 351411 Pastry Cook 351112

Cert II Hospitality Cert II Hospitality (Kitchen Operations) Cert II Hospitality (Asian Cookery) Cert III Hospitality Cert III Hospitality (Commercial Cookery) Cert III Hospitality (Asian Cookery) Cert III Hospitality (Catering Operations) Cert III Hospitality (Patisserie) Cert III Events

Tourist Information Officer 451611 Travel Consultant 451612

Cert II Tourism Cert III Tourism Cert III Tourism (Retail Travel Sales) Cert III Tourism (Wholesaling) Cert III Tourism (Visitor Information Services) Cert III Tourism (Guiding)

Café or Restaurant Manager 141111 Caravan Park & Camping Ground Manager 141211 Hotel or Motel Manager 141411 Licensed Club Manager 141911 Bed & Breakfast Operator 141911 Accommodation & Hospitality Managers 141999 Amusement Centre Manager 149111 Conference & Event Organiser 149311 Hospitality, Retail & Service Managers 149999 Chef 151311

Cert IV Hospitality Cert IV Hospitality(Commercial Cookery) Cert IV Hospitality (Asian Cookery) Cert IV Hospitality (Catering Operations) Cert IV Hospitality (Patisserie) Dip Hospitality Adv Dip Hospitality Dip Events Adv Dip Events

Local context

The tourism, hospitality and events sector represent the front line of service in building a national and international reputation among visitors. In the 2009 ACT Skill Demand Survey, the occupations Chef, Cook, and Café or Restaurant Manager were shortlisted by industry stakeholders as priority VET-related occupations for 2009-13. The occupations Hotel or Motel Manager, Baker, Pastry Cook, Chef and Cook are included in the current ACT State Migration Plan Occupation List, indicating that these are occupations in demand in Canberra. Nomination places for the occupation Hotel or Motel Manager, however, are currently closed. The outcomes of the ACT stakeholder consultation indicated that the industry:

• is experiencing increased competition from other industries affecting their ability to attract staff. Low pay and irregular work hours compete with higher wages and salaries, better work conditions and superannuation which exist in sectors such as the public service

• expects to require more trained workers to cope with the increase in tourism in 2013 for the Centenary of Canberra Celebrations

8 19 January 2011

• expects that the expansion of the Belconnen Westfield Retail complex will generate additional positions in hospitality. This will also result in increased demand for staff at other locations as businesses move existing experienced staff to the new Belconnen operations. In particular, the Woden Westfield anticipates increased staffing needs as a result.

• finds that many of the new workers are entering the industry while at university or other training institution as a way of supplementing their income while studying

• might need to look to look for additional workers from mature age groups to make up the expected shortfall

• identifies demand by employers for workers with tourism qualifications additional to Australian Apprenticeships in 2011-12.

The ACT Tourism Industry Council (TIC) has identified a need for training and upskilling in the retail travel sales sector. The Canberra Centre, in particular, has been identified as an attraction for visitors to the ACT region. TIC has raised concerns that the industry may not be ready to cope with the large increase in the numbers of tourists expected during the centenary celebrations in 2013. Issues anticipated to create problems in delivering a positive visitor experience include:

• hotels and restaurants having difficulty in finding staff • a poor customer service culture within the industry.

Organisations expanding their operations in the conference and entertainment sectors are reporting chronic shortage of kitchen hands, mainly due to the work being menial and low paid. However, such organisations are also reporting high levels of interest in training from existing casual staff and staff from equity groups. Group training organisations are reporting difficulty in finding placements for Australian School-based Apprentices in tourism, particularly for students who wish to eventually progress from an ASBA in Certificate II in Tourism to a full traineeship in Certificate III in Events once they leave school. Many of the large National Capital tourist attraction organisations (e.g. War Memorial, National Gallery) in the ACT are delivering their own ‘in-house’ (mostly unaccredited) training. Table 4 shows the highest demand for traineeships specific to the tourism, hospitality and events sector during 2008-10 was in Certificate III in Hospitality, followed by apprenticeships in Certificate III Hospitality (Commercial Cookery). Australian School-based Apprenticeships (ASBAs) in both these qualifications also showed significant increases in commencements in 2009-10 when compared with 2008-09. Demand for ASBAs in Certificate II in Hospitality remained steady while demand for ASBAs in Certificate II in Hospitality (Kitchen Operations) dropped by 23 percent in 2009-10 compared with 2008-09. Commencements in traineeships in Certificate IV in Hospitality more than doubled in 2009-10 compared with 2008-09. There were no commencements in Certificate III in Hospitality (Asian Cookery) or Certificate III in Hospitality (Catering Operations) despite these being eligible qualifications under the User Choice program and there are ACT-based RTOs able to deliver these qualifications. There are no ACT-based RTOs registered to deliver the Certificate III in Hospitality (Patisserie). The highest demand for tourism traineeships during 2008-10 was seen in the Certificate III in Tourism (Retail Travel Sales). There was only limited demand for ASBAs in Certificate II in Tourism during this period. There were no commencements in traineeships in Certificate III in Tourism or Certificate III in Tourism (Visitor Information Services) despite these being eligible qualifications under the User Choice program and there are ACT-based RTOs able to deliver these qualifications. There are no ACT-based RTOs registered to deliver the Certificate III in Tourism (Wholesaling) or Certificate III in Tourism (Guiding). There was no demand for traineeships in Certificate III in Events in 2009-10. Table 5 shows commencements in the training places specific to the tourism, hospitality and events industry allocated in 2009 under the Productivity Places Program (PPP). Job seekers

9 19 January 2011

commenced in Certificate II in Hospitality. Existing workers undertook training in Certificate IV in Hospitality and Diploma of Hospitality. In 2010, demand was met under PPP by the allocation of training places for job seekers wishing to commence in Certificate II in Hospitality, Certificate II in Hospitality (Kitchen Operations), Certificate III in Hospitality, or Certificate III in Tourism (Retail Travel Sales) before 31 December 2010. Training places were allocated for existing workers seeking to commence before 31 December 2010 in Certificate III in Hospitality, Certificate IV in Hospitality and Diploma of Hospitality. There was no demand for training places in Advanced Diploma of Hospitality. Qualifications in events were not eligible under PPP in 2010. In 2010, the Priorities Support Program (PSP) funded skill-set training for existing casual workers to assist in meeting legislative and specific service standard requirements. Competencies were funded from Certificate II in Hospitality (Kitchen Operations) and Certificate III in Hospitality relating to Responsible Gaming Services (RGS) and responsible service of alcohol (RSA), workplace hygiene, OH&S and security procedures. Tourism and events qualifications were not included on the Priorities Support Program (PSP) Training Priorities List during 2008-10. Two hospitality qualifications and one tourism qualification were identified as skills shortage areas under the SAW Agreement 2005-2008. During this period the ACT agreed to achieve specific commencement targets for these qualifications. Table 6 sets out the ACT targets over the four years and the actual commencements achieved. Commencement targets were exceeded for Certificate III in Hospitality (Operations) by 121 percent, Certificate IV in Hospitality (Supervision) by 619 percent and Certificate II in Tourism (International Retail Travel Sales) by 166 percent. The NCVER Students and Courses Database reveals 38 students commenced training in the Advanced Diploma of Hospitality outside of the funded VET programs administered by the ACT Department of Education and Training in 2009.

10 19 January 2011

Table 4: ACT Australian Apprenticeship commencements in tourism, hospitality and events qualifications 2008-10.

Qualification Type Year Commencements Cert II Tourism SIT20107 ASBA 2009-10 1

2008-09 1 Cert II Hospitality SIT20207

ASBA 2009-10 8 2008-09 9

Cert II Hospitality SIT20207

Traineeship 2009-10 2 2008-09 4

Cert II Hospitality (Kitchen Operations) SIT20307

ASBA 2009-10 17 2008-09 22

Cert II Hospitality (Kitchen Operations) SIT20307

Traineeship 2009-10 3 2008-09 1

Cert III Tourism (Retail Travel Sales) SIT30207

Traineeship 2009-10 56 2008-09 44

Cert III Events SIT SIT30607 Traineeship 2009-10 0 2008-09 1

Cert III Hospitality SIT30707

ASBA 2009-10 54 2008-09 5

Cert III Hospitality SIT30707

Traineeship 2009-10 432 2008-09 528

Cert III Hospitality (Commercial Cookery) SIT30807

ASBA 2009-10 14 2008-09 3

Cert III Hospitality (Commercial Cookery) SIT30807

Apprenticeship 2009-10 246 2008-09 257

Cert IV Hospitality SIT40307

Traineeship 2009-10 46 2008-09 19

Table 5: ACT PPP commencements in tourism, hospitality and events qualifications,

October 2009 to June 2010 Qualification Commencements

Job Seekers Existing Workers

Cert II Hospitality SIT20207

18 0

Cert IV Hospitality SIT40307

0 14

Diploma Hospitality SIT50307 0 3

Table 6: ACT targets and commencements in identified skills shortage areas in Hospitality and Tourism under the SAW Agreement 2005-08.

Qualification Target 2005-2008 Actual commencements Cert III Hospitality (Operations) 285 631 Cert IV Hospitality (Supervision) 16 115 Cert III Tourism (International Retail Travel Sale)

96 255

11 19 January 2011

Conclusion The following qualifications have been identified as priority industry-specific training needs for the ACT tourism, hospitality and events industry in 2011-12. These qualifications, and associated occupations, have been identified using the combined evidence of past demand for Australian Apprenticeships, PPP and PSP training places, ACT industry feedback, and evidence of skill shortages presented in the 2009 ACT Skill Demand Survey, ACT State Migration Plan Occupation List, SSA Environmental Scan 2010 and Australian Government’s PPP Priority Occupations and Qualifications List.

Tourism, hospitality and events occupations and qualifications for the ACT Industry Training Needs List 2011-12


Kitchenhand 851311 Cert II Hospitality (Kitchen Operations) SIT20307

Cook 351411

Cert II Hospitality (Kitchen Operations) SIT20307 Cert III Hospitality (Commercial Cookery) SIT30807

Bar Attendant 431111 Waiter 431511

Cert II in Hospitality SIT20207 Cert III Hospitality SIT30707

Chef 151311 Cert IV Hospitality SIT40307

Café or Restaurant Manager 141111 Hotel or Motel Manager 141411

Cert IV Hospitality SIT40307 Dip Hospitality SIT50307

Tourist Information Officer 451611 Travel Consultant 451612

Cert III Tourism (Retail Travel Sales) SIT30207

12 19 January 2011

Sport, fitness, outdoor recreation and community recreation This industry sector is covered by the following training packages: • SRS03: Sport Industry Training Package • SRF04: Fitness Industry Training Package • SRC04: Community Recreation Industry Training Package • SRO03: Outdoor Recreation Industry Training Package. National context

The community recreation, fitness, outdoor recreation and sport sectors contribute to maintaining and improving the physical health of the community. In addition, the sport and recreation industry assists in fostering social inclusion, psychological wellbeing and stress reduction. According to the Service Skills Environmental Scan 2010:

• leadership and professionalism are two critical issues facing the sector • Certificate III is a prerequisite for qualified registered fitness instructors and certificate

IV for qualified registered fitness trainers. • Certificates II and III are the entry level qualifications in the sport industry • Certificate II level is entry level qualification in the community recreation industry • in outdoor recreation, the number of enrolments at certificate II level is declining,

mirroring an increased focus on the certificate III as an entry-level qualification for this industry

• most community recreation qualification enrolments are at certificate II level. This is partly based on industry requirements for the Royal Life Saving Society Australia (RLSSA) Pool Lifeguard and AUSTSWIM Swimming Teacher industry accreditation schemes, which can be achieved through these qualifications.

• the lack of staff in key positions, such as swimming coaches, becomes an access issue as leisure facilities are unable to program a sufficient number of classes to keep up with demand, resulting in large waiting lists for classes and providing a barrier to participation

• members on the boards and committees within sporting clubs and associations would benefit from training (such as competencies from the Diploma of Facilities Management) to increase their professionalism in these roles, particularly their knowledge of duties and governance

• it is vital for future workforce development that the status and work of volunteers are recognised and that training, including RPL, is appropriately funded to allow access for volunteers that reflects their high importance and values their contribution to the workforce.

The Community Recreation, Fitness, Outdoor Recreation and Sport Training Packages are undergoing a full review, with all four packages being reduced into one SIS09: Sport, Fitness and Recreation Training Package. The Certificate III in Community Recreation has been divided into the Certificate III in Aquatics and Certificate III in Community Activity Programs. The RLSSA warns that as many as one in five children will leave primary school in 2010 not even having the skills to swim the length of an Olympic swimming pool. In response to this issue RLSSA is calling for a greater focus on swimming and water safety skills. RLSSA predicts participation in learn to swim programs will need to increase to one million children a year in order to respond to this problem. Sport, fitness, outdoor recreation and community recreation occupations and qualifications in demand at a national level have been identified by SSA and are presented in Table 7.

13 19 January 2011

Table 7: Sport, fitness, outdoor recreation and community recreation occupations and qualifications in demand at the national level

Local context

The ACT has many sporting, fitness, and outdoor and community recreation providers that often rely heavily on volunteers who are to responsible for the organisational structures including finance and team management as well as corporate governance and risk assessment. According to the 2009 ACT Skill Demand Survey, Fitness Instructors has been identified by industry as a ‘VET prioritised occupation’ for 2009 -2013. The current ACT State Migration Plan Occupation List includes the occupations Swimming, Gymnastics, Horse Riding, Tennis and Other Coaches or Instructors, Sports Development Officer, and Sports Administrator, indicating these occupations are in demand in Canberra. According to the Service Skills Environmental Scan 2010 Sports Administrators require higher level VET qualifications such as Certificate IV in Sport and Recreation, Diploma of Fitness, Diploma of Sport (Development) and Diploma of Outdoor Recreation to support increased professionalism and improved management skills, including business planning, budgeting and human resource management. Sports Development Officers are often promoted to their position from within leisure facilities and frequently do not have appropriate qualifications. Sports Development Officers would benefit from qualifications such as Certificate III in Sport and Recreation, Certificate IV in Sport and Recreation, and Diploma of Sport (Development). The outcomes of the ACT stakeholder consultation indicated that:

• safety issues are of prime importance in this sector


Swimming Coach or Instructor 452315 Lifeguard 452414

Cert III Aquatics

Other Sports Coach or Instructor 452317 Cert II Sport (Coaching) Cert III Sport (Coaching) Cert IV Sport (Coaching) Dip Sport (Coaching)

Fitness Instructor 45211 Dip Fitness Sports Development Officer 452321 Sports Administrator 139915

Cert IV Sport (Development) Dip Sport (Development) Cert III Sport and Recreation Cert IV Sport and Recreation Dip Sport and Recreation

Amusement Centre Manager 149111 Fitness Centre Manager 149112 Sports Centre Manager 149113

Cert III Aquatics

Dip Facility Management

Sports Umpire 452322 Cert IV Sport (Coaching)

Chief Executive or Managing Director (board and committee members) 111111

Dip Facility Management

Sports Administrator (high/mid-level manager) 139915 Dip Fitness Dip Outdoor Recreation Dip Sport (Development) Dip Facility Management Dip Sport and Recreation

14 19 January 2011

• traineeships in Certificate III in Fitness and ASBAs in Certificate II in Sport and Recreation are a high priority for the industry in the ACT

• Certificate II and III provide appropriate entry level into this area • fitness for older adults is expected to be an area of future need in the local community • industry identified a need for personnel trained in administration and supervision • Diplomas of Fitness, Outdoor Recreation, and Sport (Development) are additional

future training needs for the ACT • career prospects can be realised in twelve to eighteen months • the community recreation, fitness, outdoor recreation and sport sectors contribute to the

prevention of poor health. Highly skilled fitness professionals will leave good impressions with clients and help grow participation

• there is good gender balance in the industry, with approximately equal proportions of male and female employees

• there is a career pathway in the industry going right through to a university degree • trainees going into sports medicine through a university course find that the ASBA

qualification demonstrates commitment • there is a low dropout rate for trainees and the majority complete the qualification. This

is because they are very sport oriented and it's a fun and active occupation.

Table 8 shows the highest demand for traineeships during 2008-10 was in Certificate IV in Outdoor Recreation, followed by Certificate III in Fitness, the Certificate IV in Fitness. Demand for both full traineeships and Australian School-based Apprenticeships (ASBAs) in Certificate III in Sport and Recreation decreased in 2009-10 compared with 2008-09. Certificate II in Sport & Recreation was the most popular ASBA during 2008-10, while ASBA commencements in Certificate II in Community Recreation increased dramatically in 2009-10 compared with 2008-09. This increase was due to the 18 Aboriginal and Torres Strait Islander students who commenced in a specifically targeted program delivering ASBAs in Certificate II in Community Recreation that began in February 2010. There was no indication of demand for traineeships under the Australian Apprenticeships program in Certificate III in Community Recreation, which is linked to the in demand occupation of Swimming Coach or Instructor, or the Certificate IV in Sport and Recreation, which is linked to the in demand occupations Sports Development Officer and Sports Administrator. These qualifications were not eligible under the Productivity Places Program (PPP) in 2009-10. The ACT Government use the national priority list of eligible qualifications to be targeted under PPP. If a qualification not on the list is identified by industry as a priority for the ACT, a business case providing evidence supporting its addition to the national priority list can be submitted by industry to the Australian Government, through the ACT Department of Education and Training. Between 2005-08 the Certificate IV in Sport and Recreation was identified by the Australian Government as a ‘skill shortage area other than traditional trades’ and targeted under the Skilling Australia’s Workforce (SAW) Agreement 2005-08. During this period the ACT agreed to achieve specific commencement targets for this qualification. Table 10 sets out the ACT target over the 4-year period and the actual commencements achieved. Commencements fell short of the target by 13 percent. There is currently only one ACT-based RTO registered to deliver the Certificate IV in Sport and Recreation in the ACT. Table 9 shows commencements in training places allocated in 2009 under PPP that are relevant to the sport, fitness, outdoor recreation and community recreation sector. Job seekers commenced in Certificate III in Fitness. Further demand by job seekers wishing to commence in a Certificate III in Fitness before 31 December 2010 was meet by the 2010 PPP allocation rounds. In 2010, existing workers were also allocated training places in Certificate III in Fitness, as well as Certificate IV in Fitness. The Diploma of Outdoor Recreation was eligible under PPP but there have been no applications for training places in this qualification in 2009-10. There is evidence of a limited demand for Certificate III and IV in Community Recreation under the Priorities Support Program (PSP). Participants in these courses were of a mature age (40

15 19 January 2011

years and over) reflecting a need for personnel who aspire to work with older adults and promote healthy lifestyles in the local community (see Table 10). The Diploma of Fitness and Diploma of Sport (Development) were not eligible qualifications under the Australian Apprenticeships through User Choice Program, PPP or PSP. However, the NCVER Students and Courses Database reveals 15 students commenced training in a Diploma of Fitness and 37 in a Diploma of Sport (Development) outside of the funded VET programs administered by the ACT Department of Education and Training in 2009. According to the National Training Information Service (NTIS) there are currently no ACT-based RTOs registered to deliver the Diploma of Sport and Recreation in the ACT. Table 8: ACT Australian Apprenticeship commencements in sport, fitness, outdoor

recreation and community recreation qualifications, 2008-10 Qualification Type Year Commencements Cert II Community Recreation SRC20206 ASBA 2009-10 20

2008-09 1 Cert IV Community Recreation SRC40206 Traineeship 2009-10 0

2008-09 1 Cert III Fitness SRF30206 Traineeship 2009-10 12

2008-09 22 Cert IV Fitness SRF40206 Traineeship 2009-10 7

2008-09 7 Cert II Sport & Recreation SRO20106 ASBA 2009-10 24

2008-09 5 Cert III Sport & Recreation SRO30106 ASBA 2009-10 0

2008-09 1 Cert III Sport & Recreation SRO30106 Traineeship 2009-10 1

2008-09 5 Cert IV Outdoor Recreation SRO40206 Traineeship 2009-10 23

2008-09 18 Cert III Sport (Athlete support services) Traineeship 2009-10 1

2008-09 0

Table 9: ACT PPP commencements in sport, fitness, outdoor recreation and community

recreation qualifications October 2009 to June 2010

Table 10: ACT PSP commencements in sport, fitness, outdoor recreation and community recreation, by qualification*, 2008-10

Qualification Commencements

Cert III Community Recreation SRC30206 2 Cert IV Community Recreation SRC40206 1 *Note: These qualifications may have been delivered as skills sets or full qualifications

Qualification Commencements

Job seekers Existing workers

Cert III Fitness SRF30206

3 0

16 19 January 2011

Table 11: ACT targets and commencements in identified skills shortage areas in sport, fitness, outdoor recreation and community recreation under the SAW Agreement 2005-08.

Qualification Target Actual Cert IV Sport and Recreation SRO40103 23 20

Conclusion The following qualifications have been identified as priority industry-specific training needs for the ACT sport, fitness, outdoor recreation and community recreation industry in 2011-12. These qualifications, and associated occupations, have been identified using the combined evidence of past demand for Australian Apprenticeships, PPP and PSP training places, ACT industry feedback, availability of training courses in the ACT, and evidence of skill shortages presented in the 2009 ACT Skill Demand Survey, ACT State Migration Plan Occupation List, SSA Environmental Scan 2010 and Australian Government’s PPP Priority Occupations and Qualifications List.

Sport, fitness, outdoor recreation and community recreation

occupations and qualifications for the ACT Industry Training Needs List 2011-12


Fitness Instructor 452111

Cert III in Fitness SRF30206

Cert IV Fitness SRF40206

Outdoor Adventure Instructor 452215 Cert IV Outdoor Recreation SR040206

Sports Development Officer 452321 Sports Administrator 139915

Cert II Sport & Recreation SRO20106 Cert II Community Recreation SRC20206 Dip Fitness SRF50206 Dip Sport (Development) SRS50506

17 19 January 2011

Personal services This industry sector is covered by the following training packages: • WRH06: Hairdressing Training Package • WRB04: Beauty Training Package • SIF08: Funeral Services Training Package. Hairdressing

National context

According to the Service Skills Australia Environmental Scan 2010:

• many businesses have faced shortages of labour in the last few years because of competition from other industries

• poor perception by sections of the general public of the hairdressing and beauty industries as viable career choices further hinders entry into these industries by young people

• better career advice needs to be provided about the career opportunities the industries offer

• industry has indicated there is a limited role for Certificate II in Hairdressing in the future because graduates are often not work ready and so struggle to find employment

• nationally in 2008, most enrolments in hairdressing qualifications were in the Certificate III in Hairdressing

• Certificate IV in Hairdressing is not well understood by employers – participation is frequently initiated and paid for by the candidate.

The hairdressing qualifications in demand at a national level have been identified by SSA and are presented in Table 1. Table 12: Hairdressing qualifications in demand at a national level Occupation Qualification

Hairdresser 391111 Cert III Hairdressing WRH30109

Cert IV Hairdressing WRH40109

Dip Hairdressing Salon Management WRH50109

The occupation Hairdresser is on the Australian Government’s Australian Apprenticeships National Skills Needs List indicating it is a trade in demand at a national level.

Local context The occupation Hairdresser was identified as a priority occupation by ACT industry stakeholders in the 2009 Skill Demand Survey. It is also included on the ACT State Migration Plan Occupation List, indicating it is an occupation in demand in Canberra.

18 19 January 2011

The outcomes of ACT industry consultation indicated that:

• while attracting employees into the industry is not difficult, retaining them is because of competition from other sectors with better conditions and pay ( such the public service)

• the lack of competent, qualified staff is seen as a major impediment to business growth and profitability in hairdressing

• industry research shows that assisting qualified hairdressers to access enabling qualifications in management, marketing and sales would provide incentives for individuals to stay in the industry

• an emerging issue is the number of international students from non-English speaking backgrounds whose English levels are not up to industry standard when they graduate – employers are concerned that they will have to contribute significant funds to get international students’ communication skills to required level

• there is a high attrition rate for those entering with a Certificate II in Hairdressing – perceived as entry point for equity groups as hairdressing assistants

As seen in Table 13, the majority of demand for Australian Apprenticeships training in the hairdressing industry is at Certificate III level. Demand for this apprenticeship has remained similar to the 2008-09 levels. Demand is also seen for Australian School-based Apprenticeships (ASBAs) at Certificate II and Certificate III level. Demand for Certificate II in Hairdressing, however, has dropped when compared to 2008-09 commencements. On the other hand, demand for ASBAs at the certificate III level rose in 2010 compared to 2008-09 commencements. Table 13: Australian Apprenticeship commencements in Hairdressing qualifications,

2008-10 Qualification Type Year Commencements

Cert III Hairdressing WRH30109 Apprenticeship 2009-10

224

2008-09 246 Cert III Hairdressing WRH30109 ASBA 2009-10 25

2008-09 11

Cert II Hairdressing WRH20109

ASBA 2009-10 10

2008-09 21

Under the Productivity Places Program (PPP), 28 places have been allocated for existing workers seeking to commence training in the Certificate IV in Hairdressing before December 2010 and complete their qualification by December 2012. According to ACT employers, salons require staff that can design and perform creative haircuts, coordinate work teams, work as a session stylist, solve complex colour problems and maintain store safety. Further, employers have expressed interest in having their workers’ existing skills in these areas recognised against national qualifications. ACT Industry stakeholders indicated that there may be future demand under the Priorities Support Program for training at a certificate II level for people in equity groups, and for skills sets in enabling qualifications at a certificate IV level for small business employers and their employees. Some stakeholders suggested that there are significant numbers of mature-age qualified hairdressers who have left the industry. Targeted training opportunities and the engagement of employers through industry associations may assist them in returning to the workforce. Further, opportunities for qualified hairdressers and employers to access training in management, marketing, sales, team management skills would enhance the productive capacity of enterprises and provide incentives for individuals to stay in the industry.

19 19 January 2011

An analysis of the NCVER Students and Courses Database indicates a growth in commencements in the Diploma of Hairdressing Salon Management in the ACT over the last two years. This demand has been met by programs that are not funded through the ACT Department of Education and Training. Conclusion The following qualifications have been identified as priority industry-specific training needs for the ACT hairdressing industry in 2011-12. These qualifications, and associated occupations, have been identified using the combined evidence of past demand for Australian Apprenticeships and PPP training places, ACT industry feedback, and evidence of skill shortages presented in the 2009 ACT Skills Demand Survey, ACT State Migration Plan Occupation List, Australian Apprenticeships National Skills Needs List, SSA Environmental Scan 2010, and Australian Government’s PPP Priority Occupations and Qualifications List.

Hairdressing occupations and qualifications for the

ACT Industry Training Needs List 2011-12


Hair or Beauty Salon Assistant 451812 Cert II Hairdressing WRH20109

Hairdresser 391111

Cert III Hairdressing WRH30109

Cert IV Hairdressing WRH40109

20 19 January 2011

Beauty This industry sector is covered by WRB04: Beauty Training Package. National context According to the Service Skills Australia Environmental Scan 2010 the growing affluence of the population, especially among women, has led to many people having greater levels of discretionary income and a desire to spend more of it on their personal appearance and wellbeing. The ageing of the population also encourages some to expend more in these areas. As a result, there is a steeply growing demand for beauty services. The SSA also reports that the major demand in beauty is for beauty therapists trained at certificate IV and diploma levels. There is also an ongoing demand for training in beauty services and nail technology. SSA is proposing an increase in the number of units to address emerging trends within the beauty industry. These include intimate waxing for females and males, spray tanning and the associated skills for the use of intense pulsed light and lasers for hair reduction. The specific beauty occupations and qualifications in demand at a national level have been identified by SSA and are presented in Table 14. Table 14: Beauty occupations and qualifications in demand at the national level Occupation Qualification

Beauty Therapist 451111 Cert II Nail Technology

Cert III Beauty Services

Cert IV Beauty Therapy

Dip Beauty Therapy

The occupation Beauty Therapist is not included in the Australian Government’s Australian Apprenticeships National Skills Needs List indicating it is not a trade in demand at a national level. Local context

The ACT beauty industry consists of small independent businesses competing with each other and with other associated sectors for trade. Locally the industry has experienced a tightening in its turnover and sees the need for direction through the possible formation of an ACT Beauty Industry Association to stay on top of industry innovation, lobby for recognition and address training and staffing needs. Feedback from industry to the 2009 ACT Skills Demand Survey did not identify occupations in the Beauty industry as being in demand in 2009-13. Beauty Therapist is also not included in the current ACT State Migration Plan Occupation List. According to industry feedback to the ACT Department of Education and Training, the beauty industry is experiencing shortages of fully qualified staff. This is similar to all other industries in the ACT which has one of the lowest levels of unemployment in Australia. Bringing in school and college students as Australian School-based Apprentices (ASBAs) has been adopted by many sectors as a way of bringing new workers into industry and involving mature age workers

21 19 January 2011

in the industry is another alternative. In the beauty industry, ASBA training is seen as being in its early stage of development and needs further support to realise its potential. Further, the beauty industry would like to see additional support and prioritisation of training in its field extending through to certificate IV and diploma levels to lift its professionalism and standing in the ACT community. The industry recognises the need for entry level qualifications as a way of growing its market penetration and improving its image. Trained staff should come into the industry with a good understanding of client needs, OH&S and responsibilities to the business. While any one of the beauty qualifications at certificate II level is seen as a pathway into the industry, staff with certificate IV and diploma level qualifications are seen as having a dedication to the industry which employers desire. At higher levels of training, new staff should come into a business with competency in management and leadership, innovation, buying and merchandising, using the latest technology, awareness of client needs and responsibilities, OH&S issues, current business developments and ways of growing the enterprise through improved productivity and participation in the industry. Under the Australian Apprenticeships program there has been no demand for new traineeships or ASBAs in 2008-09 or 2009-10 despite User Choice funding being available for:

• Certificate II Nail Technology • Certificate II Makeup Services • Certificate II Retail Cosmetic Services • Certificate III in Nail Technology • Certificate III Beauty Services • Certificate IV Beauty Therapy

User Choice funding was not available for existing workers to take up a traineeship during this period. In 2009-10 no beauty qualifications were included on the PPP priority qualifications list However, evidence of a skill shortage provided by the beauty industry has resulted in the Department putting forward a business case to the Australian Government to have the Certificate III in Beauty Services, Certificate III in Nail Technology, Certificate IV in Beauty Therapy and Diploma in Beauty Therapy made available under PPP in the ACT. In September 2010 PPP training places were allocated for 12 job seekers wishing to commence in a Certificate III in Beauty Services before 31 December 2010. In 2008-10 PSP funded entry level qualifications at certificate II level and skills sets in Diploma of Beauty Therapy. Participants included people with a disability, Aboriginal and Torres Strait Islander students, small business employers and employees, early school leavers, youth at risk, mature age workers, and people seeking to return to work after child-rearing (see Table 15).. Table 15: ACT PSP commencements in beauty, by qualification* in 2008-10 Qualification Commencements

Cert II Nail Technology WRB20104 22 Cert II Make-up Services WRB20204 22 Cert II Retail Cosmetic Services WRB20304 22 Dip Beauty Therapy WRB50105 13 *Note: These qualifications may have been delivered as skills sets or full qualifications The NCVER Students and Courses Database reveals a demand for additional training in Diploma of Beauty Therapy outside of the funded VET programs administered by the ACT Department of Education and Training.

22 19 January 2011

Conclusion ACT industry feedback indicates a shortage of qualified workers in the occupation Beauty Therapist, particularly in the qualifications listed in the table below.

Beauty qualifications for the ACT Industry Training Needs List 2011-12


Beauty Therapist 451111 Cert III Nail Technology WRB30204

Cert III Beauty Services WRB30104

Cert IV Beauty Therapy WRB40105

Dip Beauty Therapy WRB50105

23 19 January 2011

Funeral services This industry sector is covered by the SIF08: Funeral Services Training Package. National context The funeral services industry is a small industry that includes businesses such as cemeteries and crematoriums. The funeral services industry consists of four broad sectors that are: funeral directing, cemetery and crematoria operations, coffin and casket manufacture, and monumental stonemasonry. The national body overseeing funeral services is the Australian Funeral Directors Association. Approximately 50 percent of the funeral services workforce nationally is made up of mature aged workers. It is not an industry that younger people are readily drawn to. According to the Services Skills Australia Environmental Scan 2010 the number of new graduates entering the industry is limited by the:

• small target groups (feedback to SSA indicated that training providers are reluctant to offer vocational education and training to small target groups found in some sectors, such as operators of crematoria)

• high cost of courses • the fact that a significant component of practical assessment while studying requires

employment in the funeral industry • geographical restrictions on availability of training courses

The SIF08: Funeral Services Training Package will be updated in 2010 to ensure that current policy directives relating to sustainability and flexibility are met. An analysis of the training package will ensure that it meets the requirements for sustainability on all levels: environmental, business, and socioeconomic. SIF08: Funeral Services Training Package will also be evaluated to determine if the seven qualifications, ranging from certificate II to diploma, meet the recent policy changes promoting flexibility in qualifications. According to the Australian Institute of Embalming (cited in SSA Environmental Scan 2010), there are 173 qualified and registered embalmers in Australia. Due to the current lack of qualified embalmers, the Australian industry is recruiting from overseas to meet ongoing demand. This has been achieved in some measure by employing New Zealand citizens who do not have visa restrictions. The funeral services occupations and qualifications in demand at a national level have been identified by SSA and are presented in Table 16 below. Table 16: Funeral services occupations and qualifications in demand at the national level Occupation Qualification

Funeral worker 451399 Certificate IV in Embalming SIF40208

Funeral worker 451399 Certificate IV in Funeral Services SIF40108

The occupation Funeral Workers is not included on the current Department of Immigration and Citizenship Skilled Occupation List (SOL), or the Australian Government’s Australian Apprenticeships National Skills Needs List.

24 19 January 2011

Local context

Within the ACT there are five funeral services operators who organise and conduct approximately 1700 funerals each year. Industry in the ACT reports that typically new recruits either stay for a long time or leave very quickly. Whilst staff turnover is not high, there is always a need for workers in this industry so employers recruit as required. Currently, there are no qualifications required for entry into the funeral services industry. Staff learn in the workplace with training generally delivered ‘in-house’. The occupation Funeral Worker was not identified as a priority VET-related occupation by ACT industry stakeholders in the 2009 ACT Skill Demand Survey and is not included on the current ACT State Migration Plan Occupation List. The ACT funeral services industry is looking to formalise staff training by accessing nationally recognised qualifications, particularly certificate III and IV level qualifications. The nature of funeral service work, such as arranging and conducting funerals and dealing with grief and trauma, requires considerable sensitivity. While staff are not required to learn actual counselling skills, the training does deliver highly transportable skills for moving into other people-oriented occupations. Quality assurance and professionalism are paramount, therefore the ACT funeral services industry indicated that Certificate III in Funeral Operations is expected to be a priority in this sector in 2011. Graduates with this qualification who undertake the specialist mortuary administration stream could work in a mortuary carrying out support activities and body preparation procedures under supervision. Graduates with this qualification who undertake the specialist funeral stream could work in a funeral home carrying out funeral and burial sales activities and assisting with the conduct of funerals. In 2009-10 User Choice funding was available for traineeships in the funeral services industry ranging from certificate II through to certificate IV. There was, however, no evidence of a demand for traineeships during this period. Only one RTO is currently registered to deliver funeral services qualifications in the ACT. These qualifications are the Certificate III in Funeral Operations and Certificate III in Cemetery and Crematorium Operations. Funeral services qualifications were not eligible under the Productivity Places Program (PPP) in the ACT during 2009-10. In 2010-11, the Certificate IV in Embalming is included as an eligible qualification. However, there are no RTOs registered to deliver this qualification in the ACT. The ACT Government uses the national priority list of eligible qualifications to be targeted under PPP. If a qualification not on the list is identified by industry as a priority for the ACT, a business case providing evidence supporting its addition to the national priority list can be submitted by industry to the Australian Government, through the ACT Department of Education and Training. Funeral services qualifications or skill sets have not been offered on the Priorities Support Program (PSP) Training Priorities List in recent years.

25 19 January 2011

Conclusion The following qualification has been identified as a priority industry-specific training need for the ACT funeral services industry in 2011-12. This qualification, and associated occupation, has been identified using the combined evidence of ACT industry feedback, the availability of training courses in the ACT, and skill shortages presented in the SSA Environmental Scan 2010.

Funeral services occupation and qualification for the ACT Industry Training Needs List 2011-12


Funeral worker 451399

Cert III Funeral Operations SIF30308

service industry

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