The Certificate IV in Frontline Management program was completed in August 2012. The  Leadership Program Booklet 2011 - 2012 (PDF 18MB) provides an insight into the learning journeys of the staff who completed this nationally accredited qualfication.


The 2011-2012 Frontline Management Program

A customised Certificate IV Frontline Management Program delivered to staff in the Flinders University Rural Clinical School (FURCS) during 2011-2012 and coordinated by Julie Pisano & Lynne Simmons from TAFE SA Noarlunga.

Overview of the Program
Certificate IV in Frontline Management
Customising the Program for Flinders University


The Frontline Management (FLM) Program has been developed to provide a strategy for leadership development integrated with organisation strategic directions and goals.  The Program is delivered through the Certificate IV in Frontline Management from the Business Services Training Package.  It is a nationally accredited practical qualification which aligns with the Australian Qualifications Framework Level 4 (AQF4).

Flinders staff graduated from similar programs in 2006 Report (DOC 9MB) and 2010 Report (DOC 1MB) . The reports from the graduates indicated that the Program had a beneficial impact on the participants, their work areas and the University as a whole as indicated here:

Impact on the participants

  • Improved leadership and supervision skills
  • Improved communication skills
  • Enhanced awareness of their own strengths and weaknesses
  • Enhanced confidence in their own abilities
  • Strengthened networks with peers across the University.

Impact on work area

  • Projects completed by the participants have effected long-term changes to workplaces, such as identifying and removing OHS hazards, developing handbooks and other resources and reviewing and streamlining administrative procedures

Impact on the University

  • Better communication between different areas of the University
  • Staff members are better equipped with the skills required to fulfil their role
  • Staff are more aware of Flinders' strategic plans and goals and how they can best work to achieve them.

Overview of the Program

Important features of the FLM Program are:

  • Competencies are linked to strategic directions and goals
  • Training is customised to the organisation
  • The emphasis is on workplace learning
  • Assessment of competencies incorporates on-the-job activities eg workplace projects
  • Flinders University staff are involved in a number of ways eg coaches, content advisors, workshop presenters and reference group

The program can be delivered using a blended learning approach including facilitated workshops, on-line learning and independent work based learning activities and projects.  Support for participants can also be provided by line managers, workplace coaches and learning groups.

Certificate IV in Frontline Management (BSB40807)

The Certificate IV in Frontline Management qualification requires the completion of 10 units, consisting of 4 core units and 6 elective units.  These units can be grouped into skill sets of related competencies and can be completed within twelve to eighteen months depending on the units and delivery model selected.

Units recommended for the Flinders University Frontline Management Program are:

 Core Units


 Show leadership in the workplace


 Implement operational plan


Monitor a safe workplace


 Promote team effectiveness

 Elective Units


Develop work priorities


Establish effective workplace relationships


Develop teams and individuals


Make a presentation


Manage projects


 Provide input to change processes

Customising the Program for Flinders University

The program is customised through:

  • A Reference Group established to provide input, review and evaluation of the program
  • Consultation with and involvement of content specialists eg OHS&W, Finance
  • Flinders University tools and processes eg Performance Review and Development, Hazard Management Process, Employee Self Service, Strategic Planning
  • Flinders University policies and procedures eg OH&S, Induction
  • Workplace specific examples
  • Workplace based activities designed to satisfy the program competencies and address essential organisational issues eg ‘soft skills', planning skills, training skills
  • Terminology specific to Flinders University


Participants can be supported in the Frontline Management Program by Flinders University coaches. These coaches are nominated and selected from staff who have the Frontline Management competencies eg past participants and graduates of FLM

Training of coaches involves 2 half day sessions including

  • Role and expectations of coaches
  • Coaching skills, techniques and strategies
  • Course information and opportunities for support participants
  • Monitoring and review of coaching


The customised Certificate IV in Frontline Management is a significant investment for the University both in time and money and so it is important that the most appropriate participants are selected. The following criteria will help in identifying suitable candidates.

Supervisory Role
Ideally participants will be at HEO3 to HEO5 level, preferably in a role which gives capacity for supervisory skills development, and do not have a University qualification. 

Willingness to be involved
Participants will need to be interested in developing their leadership and management skills. The program involves significant work and participants will need to be self-motivated to complete the required work, projects and evidence portfolios.

Computer Literacy
Participants will need to have computer skills using a Windows based environment and have access to a computer and the internet to be able to complete their coursework. 

Commit to full program
The program is run over 13 months and includes participating in the equivalent of 11 full days of training, completing work-related projects and preparing an evidence portfolio as a minimum.

Participants must be able to commit to this period as a minimum and preferably beyond to enable benefits to be appreciated. 

Information Sessions - pre- & post-nomination

There will be an information session for prospective participants and their supervisors prior to the due date for nominations.


The success of the program relies on the support of participants' supervisors.  Firstly they must be prepared to release their staff member for the training sessions, attend an information session at the start of the program and then attend a brief presentation at the end of each Unit.

The supervisors also need to provide opportunities in the workplace for their staff member to apply the material they have learned.

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