DENTAL TECHNOLOGY NC IV – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR DENTAL TECHNOLOGY NC IV COURSE

This TESDA Course in DENTAL TECHNOLOGY NC IV covers the fabrication/construction and repair of crowns, bridges, dentures and other dental prosthetics/appliances based on dentist’s prescriptions.

Occupational/Job titles corresponding to this qualification may include:

• Dental Technologist
• Dental Lab Technical Services Supervisor

TRAINEE ENTRY REQUIREMENTS

Trainees or students who would like to enroll in this program must possess the following requirements:

• Must be physically fit and mentally fit (specifically on eye and hand coordination);
• Must possess good moral character; and
• Must be able to communicate both orally and in written form.

DENTAL TECHNOLOGY NC IV – TRAINING AND REGULATION MODULE

Course Title: DENTAL TECHNOLOGY
Level: NC IV
Nominal Training Duration : 3,499 Hours + 1056 Hours OJT*

(Basic Competencies) 56 hrs.
(Common Competencies) 24 hrs.
(Core Competencies) 180 hrs.

This course is designed to enhance the knowledge, skills and attitudes of a dental technologist in accordance with industry standards. It covers the fabrication/construction and repair of crowns, bridges, dentures and other dental prosthetics/appliances based on dentist’s prescriptions; management functions in dental laboratory production and operation; performing administrative functions; and career advancement through continuous professional growth and development.

This course is also designed to enhance the basic and common knowledge, skills and attitudes of an individual in the field of dental technology.

To obtain this, all units prescribed for this qualification must be achieved.

This course satisfies the prescribed two (2) year program and six (6) months on-the-job training (OJT) of Republic Act 9484.

Pursuant to the provision of Republic Act (RA) 9484, the Dental Technology NC IV program shall be registered in Unified Training Program Registration and Accreditation System (UTPRAS) to a recognized and legally constituted college, or school of dentistry.

Completion of this two-year course that includes six-month on-the-job-training is required for those applying for the PRC licensure exam.

Dental Technology NC IV maybe offered as accumulation of qualifications in Dental Laboratory Technology Services NC I, Dental Laboratory Technology Services (Removable Dentures/Appliances) NC II and Dental Laboratory Technology Services (Fixed Dentures/Restorations) NC II and the three units of competency for the laboratory management of Dental Technology NC IV provided that all the competency requirements for the abovementioned qualifications are all complied with. Thus trainees may complete the basic, common and core competency requirements for Dental Laboratory Technology Services NC I then proceed to Dental Laboratory Technology Services (Removable Dentures/Appliances) NC II and Dental Laboratory Technology Services (Fixed Dentures/Restorations) NC II and thereafter proceed to Dental Technology NC IV.

*Note: The six-month OJT is required for all graduates of this course applying for the Dental Technology licensure, as per the provisions of RA 9484. This OJT component is considered separate from the two-year Dental Technology NC IV program, as per the policy set by the Board of Dentistry-PRC.

COMPETENCIES REQUIRED IN DENTAL TECHNOLOGY NC IV

This units of competency comprising this qualification include Basic, Common and Core Competencies.

To obtain this TESDA course in DENTAL TECHNOLOGY NC IV, all units prescribed for this qualification must be achieved.

These units of competency comprising this qualification include the following:

 

UNIT CODE	CORE COMPETENCIES (hours)
HCS322323	Fabricate models
HCS322324	Fabricate custom impression trays
HCS322325	Fabricate registration bite rims
HCS322326	Articulate models and transfer records
HCS322327	Fabricate mouthguard
HCS322328	Arrange artificial teeth for complete dentures
HCS322329	Set-up and wax removable partial dentures
HCS322330	Wax, process and finish acrylic dentures and appliances
HCS322331	Fabricate thermo formed bases and appliances
HCS322339	Repair and modify dentures and appliances
HCS322332	Fabricate oral splints
HCS322333	Fabricate orthodontic appliances
HCS322334	Fabricate cast metal removable partial denture framework
HCS322335	Fabricate metal crown and bridge structures
HCS322336	Fabricate ceramic restorations
HCS322337	Fabricate indirect composite/polymer fixed restorations
HCS322338	Join alloy structures
HCS322340	Manage dental laboratory production and operation
HCS322341	Perform administrative functions
HCS322342	Continue professional growth and development
UNIT CODE	COMMON COMPETENCIES (hours)
HCS346201	Maintain instruments and equipment in work area
HCS346202	Assist in dental laboratory procedures
HCS346203	Assist with administration in dental laboratory practice
HCS315202	Apply quality standards
HCS516201	Maintain an effective relationship with customers and clients
HCS516202	Manage own performance
HCS346204	Follow occupational health and safety policies in dental laboratory facilities
HCS346205	Maintain infection control in dental practice
ICT311201	Operate a personal computer
UNIT CODE	BASIC COMPETENCIES (hours)
500311101	Receive and respond to workplace communication
500311102	Work with others
500311103	Demonstrate work values
500311104	Practice basic housekeeping procedures
500311105	Participate in workplace communication
500311106	Work in a team environment
500311107	Practice career professionalism
500311108	Practice occupational health and safety procedures
500311115	Utilize specialized communication skills
500311116	Develop teams and individuals
500311117	Apply problem solving techniques in the workplace
500311118	Collect, analyze and organize information
500311119	Plan and organize work
500311120	Promote environmental protection

CORE COMPETENCIES

This section gives the details of the contents of the core units of competency required in DENTAL TECHNOLOGY NC IV.

UNIT OF COMPETENCY: FABRICATE MODELS
UNIT CODE: HCS322323

This unit covers the knowledge, skills and attitudes in fabricating models.

1. Verify integrity of impressions
   • Impression is disinfected according to Department of Health guidelines.
   • Impressions are examined for defects.
   • Impression is checked to ensure it meets the specifications of the work.
2. Select and prepare model materials
   • Appropriate materials are selected.
   • Materials are prepared in accordance with desired outcome.
3. Pour impressions
   • Impressions are prepared for pouring.
   • Materials are poured into impressions in accordance with accepted techniques.
   • Required setting time is allowed.
4. Finish model
   • Model is recovered intact from impression.
   • Model is inspected for defects.
   • Models a re trimmed according to requirements.
5. Duplicate model
   • Duplicating materials are prepared according to manufacturer’s instructions.
   • Duplicating materials are mixed according to manufacturer’s instructions.
   • An accurate, bubble free cast is produced.

UNIT OF COMPETENCY: FABRICATE CUSTOM IMPRESSION TRAYS
UNIT CODE: HCS322324

This unit covers the knowledge, skills and attitudes in fabricating custom impression trays.

1. Prepare model
   • Work is interpreted.
   • Undesirable undercuts are blocked out.
   • Outline is marked and spacer is applied as required.
2. Select and prepare materials
   • Selected materials are obtained and mixed in accordance with manufacturer’s instructions.
   • Equipment is prepared for processing.
   • Mixing vessels and templates are provided.
3. Fabricate custom impression tray
   • Materials are mixed or manipulated to desired outcome.
   • Material is adapted to the cast.
   • Handle is fabricated and attached as required.
   • Custom tray is processed in accordance with industry standards.
   • Outline is trimmed.
   • Spacer material is removed.
   • Outline is refined and polished as required.
   • Impression tray is customized to particular impression material requirements.
   • Impression tray is disinfected according to DOH guidelines.

UNIT OF COMPETENCY: FABRICATE REGISTRATION BITE RIMS
UNIT CODE: HCS322325

This unit covers the knowledge, skills and attitudes in fabricating registration bite rims.

1. Select and prepare materials
   • Appropriate material for the base and rims is selected.
   • Model is prepared to enable appropriate application of selected base metal.
2. Fabricate base
   • Selected base material is applied to model.
   • Base material is processed in accordance with type of base material selected.
   • Base material is trimmed to peripheral contours of model and appropriate landmarks.
3. Fabricate registration bite rims
   • Bite rim is fabricated in selected material.
   • Bite rim is trimmed to prescribed dimensions and appropriate landmarks.
   • Bite rim is smoothed and polished in accordance with material chosen.
4. Prepare face-bow (if required)
   • Face-bow fork is located in required position.
   • Material is selected as required by the presentation.
   • Face-bows are finished in accordance with acceptable industry standard.

UNIT OF COMPETENCY: ARTICULATE MODELS AND TRANSFER RECORDS
UNIT CODE: HCS322326

This unit covers the knowledge, skills and attitudes in articulating models and transferring records.

1. Select and prepare articulator
   • Work order requirements are confirmed.
   • Articulator is selected and adjusted as required.
   • Mounting method to be used is identified in accordance with the type of articulator.
2. Select and prepare materials
   • Models and oral records are positioned in articulator.
   • Mounting materials are prepared and applied to models.
   • Centric records are established and secured.
   • Excess material is removed in accordance with industry standards
   • Equipment is cleaned in accordance with standard operating procedures (SOPs).
3. Transfer oral records to articulator
   • Records are transported as provided.
   • Midline is recorded.
   • Vertical height is set and recorded.
   • Condylar angle is set as required.

UNIT OF COMPETENCY: FABRICATE MOUTHGUARD
UNIT CODE: HCS322327

This unit covers the knowledge, skills and attitudes in fabricating mouthguard.

1. Prepare model for procedure
   • Prescription is interpreted in accordance with the dentist’s instruction.
   • Model is seated and correctly positioned for procedure.
2. Check the dental mouthguard prior to insertion
   • Mouthguard is decontaminated in accordance with DOH infection control guidelines.
   • Potential injury causing areas of a mouthguard are removed prior to insertion.
   • Mouthguard is assessed to ensure desired thickness and protective capabilities have been achieved.
3. Fit and evaluate the mouthguard
   • Retention and stability are examined.
   • The fitting surfaces of the mouthguard are checked for accuracy and comfort.
   • Current DOH infection control guidelines are followed.
4. Alter mouthguard if required
   • Materials and equipment required to carry out alterations are used in accordance with manufacturer’s instructions, current DOH infection control and OHS guidelines.
   • Fitting surfaces and occlusion are checked for accuracy and altered where pressure is indicated or where discrepancies to retention and stability are found.
   • Documentation is completed as required.

UNIT OF COMPETENCY: ARRANGE ARTIFICIAL TEETH FOR COMPLETE DENTURES
UNIT CODE: HCS322328

This unit covers the knowledge, skills and attitudes required in the selection, arrangement and wax contouring of a complete denture.

1. Prepare case for setting of teeth
   • Artificial teeth are selected to work order.
   • Bases and rims are modified as required for positioning of teeth.
2. Arrange artificial teeth
   • Work order is followed.
   • Teeth are positioned to achieve aesthetics and centric occlusion, balanced articulation and balanced occlusion.
   • Teeth are secured in wax and contoured to gingival outline.
3. Wax up denture for try-in
   • Wax is applied as required.
   • Facial and lingual aspects are contoured.
   • Muscle attachments are located and relieved.
   • Peripheral extensions are smoothened and rounded.
   • Distal extensions are confirmed.

UNIT OF COMPETENCY: SET-UP AND WAX REMOVABLE PARTIAL DENTURES
UNIT CODE: HCS322329

This unit covers the knowledge, skills and attitudes required to set-up and wax removable partial dentures.

1. Design acrylic removable partial denture
   • Models are surveyed.
   • Design is established and transferred to master model.
   • Undesirable undercuts are blocked out.
   • Food lines are scribed.
2. Select and prepare materials
   • Materials are selected according to work order.
   • Shape and dimension of components are established from design.
3. Arrange artificial teeth
   • Teeth are selected and positioned in wax to established aesthetics and function.
   • Wax is contoured and dentures made suitable for try-in in mouth.
4. Fabricate retainer units
   • Components are constructed as required.
   • Components are joined as required.
   • Teeth and components are secured in wax.
   • Facial and lingual aspects are contoured.
   • Appliance is secured for processing.

UNIT OF COMPETENCY: WAX, PROCESS AND FINISH ACRYLIC DENTURES AND APPLIANCES
UNIT CODE: HCS322330

This unit covers the knowledge, skills and attitudes concerned with the process involved in polymerization and finishing of acrylic dentures and appliances.

1. Wax case for finish consistent with work order
   • Wax is applied as required by work order.
   • Facial and lingual aspects are contoured.
2. Select and prepare materials and processing
   • Appropriate polymer system for case is identified.
   • Appropriate investment technique is identified.
   • Appropriate processing cycle is identified.
   • Material is selected from identified polymer system.
   • System components are combined.
   • Materials are allowed to reach application stage.
3. Process denture or appliance
   • Appropriate investment techniques are applied.
   • Material is applied to mould.
   • Appropriate processing cycle is applied.
   • Model is divested.
   • Remount on articulator.
4. Grind dentures and appliances selectively
   • Centric occlusion is restored.
   • Balanced occlusion is restored.
   • Balanced articulation is restored.
   • Function is restored.
5. Finish denture or appliance
   • Denture or appliance is trimmed, shaped and finished according to job specifications.
   • Dentures are disinfected according to current DOH infection guidelines.

UNIT OF COMPETENCY: FABRICATE THERMO-FORMED BASES AND APPLIANCES
UNIT CODE: HCS322334

This unit covers the knowledge, skills and attitude in fabricating thermo-formed bases and appliances.

1. Prepare model
   • Work order is interpreted.
   • Outline is marked and finished lines are scribed where applicable.
   • Block-out material is applied as required.
2. Thermo-form appliance or base
   • Thermo-forming material and apparatus is selected.
   • Heat is applied to material.
   • Softened material is adapted.
   • Material is allowed to cool.
   • Adaptation is verified.
3. Trim, shape and finish appliances or bases
   • Thermo-formed blank is removed.
   • Outline is trimmed and fitted to model.
   • Outline is refined.
   • Appliance or base is smoothened and finished.

UNIT OF COMPETENCY: REPAIR AND MODIFY DENTURES AND APPLIANCES
UNIT CODE : HCS322339

This unit covers the knowledge and skills required to reline, rebase, repair and modify removable prostheses. Demonstration of this unit of competency requires training and/or experience in infection-control procedures, constructing models, articulating models and transferring records, and constructing simple complete removable acrylic dentures and appliances.

1. Prepare case
   • Standard precautions are applied when receiving, handling and working on dentures and appliances
   • Dentures and appliances are decontaminated according to infection control guidelines
   • Prescription are read and interpreted
   • Fractured components are examined for defects
   • Fractured components are realigned, positioned and secured in their correct relationship
2. Prepare model
   • Model is constructed in accordance with the dentist requirements
   • Articulation key is constructed if required
3. Repair denture or appliance
   • Denture surfaces are prepared and shaped to allow for bonding with the new material
   • Components are relocated
   • Materials and processing equipment are selected and prepared
   • Repair material is applied using the correct technique to acquire the required shape and thickness
   • Material is processed in accordance with manufacturer’s instructions/specifications
4. Modify denture or appliance, where required
   • Impressions are decontaminated according to infection control guidelines
   • The model material is poured into the impression in accordance with accepted techniques
   • Where necessary, case is articulated and records are transferred or articulation key is constructed based on client requirement
   • Denture or appliance surfaces are prepared appropriately in accordance with modification to be made
   • Denture is relined, re-based or modified in accordance with dentist prescription
5. Trim, shape and finish denture or appliance
   • Denture or appliance is trimmed to relevant anatomical outline or required extension of the base
   • The tissue fitting surface is examined and any processing anomalies and sharp surfaces are removed
   • Surfaces are refined and polished in order produce required contours
   • Finished prosthesis are evaluated in accordance with quality standard
   • The appliance is decontaminated according to infection control guidelines
   • The appliance is placed in a sealed container for dispatch

UNIT OF COMPETENCY: FABRICATE ORAL SPLINTS
UNIT CODE: HCS322332

This unit covers the knowledge, skills and attitude in fabricating oral splints.

1. Fabricate splint
   • Materials for the fabrication of splint are selected.
   • Splint is fabricated according to work order requirements.
   • Splint is processed according to manufacturer’s recommendations.
2. Trim, shape and finish
   • Splint is trimmed according to material selection.
   • Splint is shaped according to work order and rechecked on articulator.
   • Splint is fitted back to master model.
   • Splint is finished appropriately according to type of material selected.

UNIT OF COMPETENCY: FABRICATE ORTHODONTIC APPLIANCES
UNIT CODE: HCS322333

This unit covers the knowledge, skills and attitude in fabricating orthodontic appliances.

1. Select or fabricate and assemble components and materials
   • Materials are selected according to design and function specified by work order.
   • Individual components are selected and/or fabricated as appropriate to work order.
2. Fabricate orthodontic appliance
   • Components are secured to model by appropriate means.
   • Materials are applied and processed according to manufacturer’s instructions.
3. Finish orthodontic appliance
   • Appliances are trimmed, shaped and finished.

UNIT OF COMPETENCY: FABRICATE CAST METAL REMOVABLE PARTIAL DENTURE FRAMEWORK
UNIT CODE: HCS322331

This unit covers the knowledge, skills and attitudes concerned with fabrication of alloy removable partial denture framework.

1. Prepare master model
   • Work order is interpreted.
   • Alloy is selected
   • Model is surveyed.
   • Designed is transferred to master model.
   • Undesirable undercuts are blocked out.
   • Clasp ledges are created.
   • Finished lines are scribed.
   • Tissue relief is applied.
   • Saddle relief is applied.
2. Construct refractory model
   • Master model is duplicated in refractory material and sprue former is constructed, as necessary.
   • Refractory model surface is treated.
3. Wax and invest removable partial denture framework
   • Design is transferred to refractory model.
   • Patterns and waxes are selected.
   • Patterns are waxed up and sprues attached.
   • Appropriate investment and technique are selected.
   • Investment material is prepared.
   • Wax, patterns and sprues are treated.
   • Investment setting time is allowed for.
4. Burn out, cast and finish removable partial denture framework
   • Burn out and preheat cycles are selected for appropriate investment/alloy combination.
   • Investment mould is burnt out and preheated.
   • Alloy is melted and cast using appropriate equipment/technique.
   • Cooling cycle is selected and applied.
   • Denture framework is divested.
   • Denture framework is trimmed, shaped, treated, finished and fitted to master model.
   • Framework is treated in accordance with DOH infection control guidelines.

UNIT OF COMPETENCY: FABRICATE METAL CROWN AND BRIDGE STRUCTURES
UNIT CODE: HCS322335

This unit involves fabrication of metal alloy, crown and bridge structures.

1. Prepare sectionalized models
   • Models are sectioned.
   • Margins are identified and models are trimmed.
   • Margins are hardened if required.
2. Wax and invest fixed partial dentures and structures
   • Crown and bridge restorations are waxed up.
   • Crown and bridge wax pattern is sprued and prepared for investing.
   • Appropriate investment material is selected and wax patterns are selected.
   • Wax patterns are invested.
3. Burn-out cast and finish alloy fixed partial dentures and structures
   • Burnout techniques are selected appropriate to the technique.
   • Metal restorations are cast in appropriate alloy.
   • Metal restoration is devested without damaging casting.
   • Metal restoration is trimmed and polished while maintaining all contact areas and margin.

UNIT OF COMPETENCY: FABRICATE CERAMIC RESTORATIONS
UNIT CODE: HCS322336

This unit covers the knowledge, skills and attitude in fabricating ceramic restorations and fixed partial dentures.

1. Prepare substructures
   • Sub-structure is assessed for accuracy and appropriateness.
   • Sub-structure conformed to standard guidelines.
   • Structure is prepared for porcelain build-up.
   • Sub-structure is treated according to manufacturer’s guidelines.
2. Select and apply ceramics
   • Porcelains appropriate to the procedure is selected and applied.
   • Operator requirements are selected and applied.
3. Trim, shape and finish restorations
   • Ceramic restoration is trimmed to required anatomical shape.
   • Ceramic restoration is completed to meet the clinically accepted standards

UNIT OF COMPETENCY: FABRICATE INDIRECT COMPOSITE/POLYMER FIXED RESTORATIONS
UNIT CODE: HCS322337

This unit covers the knowledge, skills and attitude in fabricating indirect composite/polymer fixed restorations.

1. Prepare model
   • Work order is interpreted.
   • Model is treated as required.
   • Sub-structure (if used) is treated for application of material
2. Fabricate restoration
   • Appropriate system is selected.
   • Margin is indicated as required.
   • Materials are selected.
   • Materials are mixed or manipulated.
   • Materials are applied and adapted.
   • Surface of the restoration is treated if required.
   • Material is processed to industry standard.
3. Trim, shape and finish restoration
   • Rotary trimmers are selected.
   • Shape is refined.
   • Restoration is finished according to work order requirements.

UNIT OF COMPETENCY: JOIN ALLOY STRUCTURES
UNIT CODE: HCS322338

This unit covers the knowledge, skills and attitudes in joining alloy structures through thermal processes.

1. Solder components
   • Component materials are identified.
   • Appropriate solder and flux are selected.
   • Appropriate heating methods are selected.
   • Components are selected and soldered.
   • Components are cleaned, trimmed, shaped and finished.
   • Components are disinfected according to DOH guidelines.
2. Weld components
   • Component materials are identified.
   • Appropriate welding techniques are selected.
   • Components are welded.
   • Components are cleaned, trimmed, shaped and finished.
   • Components are disinfected according to DOH guidelines.

UNIT OF COMPETENCY: MANAGE DENTAL LABORATORY PRODUCTION AND OPERATION
UNIT CODE: HCS322340

This unit covers the knowledge, skills and attitudes required to manage facilities in a dental laboratory environment.

1. Supervise laboratory technicians
   • Staffing patterns and staffing performance involving dental laboratory operation are maintained and monitored in accordance with standards, policies and procedures
   • Staffing plan is maintained involving dental laboratory operation following standards, policies and procedures
   • Staff turnover problems are identified, analyzed and rectified as required in accordance with standards, policies and procedures
   • Performance appraisal and counseling are conducted as required according to standards, policies and procedures
   • Performance and achievement is recognized and individuals are encouraged to contribute to their own assessment and in improving policies and procedures
   • Staff dismissals are implemented in accordance with standards, policy and procedures and statutory requirements
   • Details of all procedures are accurately and completely recorded and made available to authorized personnel
2. Manage dental laboratory maintenance program
   • Premises, fittings, fixtures and equipment are monitored and maintained according to standards, policies and procedures
   • Deficiencies in dental laboratory maintenance procedures are identified and remedial action is taken as required according to standards, policies and procedures
   • Maintenance program on dental equipment is monitored and implemented according to manufacturer’s designs and specifications
   • Maintenance procedures are monitored to ensure products and tasks meet the required specifications
   • Equipment faults or failures are reported according to service agreements, standards, policies and procedures
3. Manage dental laboratory facilities and space requirements
   • Facilities and space requirements are identified according to standards, policy and procedures
   • Suitable facilities and space are located following standards, policies and procedures
   • Space utilization is maximized with considerations to existing configuration
4. Comply with dental ethics and jurisprudence
   • Key elements of major legal systems affecting business to dental laboratory operations are examined to ensure full compliance under legal and legislative provisions
   • Various issues affecting different forms of contract are compared within business operations
   • Statutory and legal requirements for the sale of products and services are determined across the industry
   • Dental products are handled and stored according to standards, policies and procedures, and safety practices
   • Purchase of dental products and laboratory supplies and materials are made in accordance with legal requirements and established procedures.
   • Compliance of current product are monitored in accordance with statutory and legal requirements

UNIT OF COMPETENCY: PERFORM ADMINISTRATIVE FUNCTIONS
UNIT CODE: HCS322341

This unit covers the knowledge, skills and attitudes required to perform administrative functions relating to market/promotion and quality control dental-laboratory products and services.

1. Analyze market
   • Merchandise and marketing policies and procedures are identified and analyzed in accordance with standards operating procedures
   • Customer requirements are monitored in order to evaluate market trends and customer needs
   • New products and services are researched in following the standards operating procedures
   • Opportunities to improve sales of products or services are identified and evaluated
   • Merchandise range are monitored to identify the demand for individual needs
2. Plan dental product ranges
   • Buying plan is developed and implemented according to outcomes of analysis and business policy
   • Future directions for merchandise ranges are determined according to business policy
   • Product sales or services are analyzed to determine contribution rates of product lines
   • Investment levels are determined with reference to previous year’s product sales, predicted demand and its impact on business operations
   • Merchandise range sources of supply is analyzed, evaluated and amended according to management, staff customer feedback
3. Market dental products and services
   • Customer requirements are established in accordance with standards, policy and procedures
   • Marketing strategies are developed and implemented in accordance with the business plan
   • Marketing strategies are monitored in accordance with marketing activities
   • Marketing strategies and customer satisfaction are evaluated in accordance with marketing mix
   • Product range is introduced according to marketing plan and activities
4. Implement quality control
   • Quality standards for dental-laboratory products and services are established according to legal requirements, customer requirements and business policy
   • Quality of merchandise is monitored and ensured during supply, production and delivery processes
   • Stock product returns are recorded and analyzed against target figures

UNIT OF COMPETENCY: CONTINUE PROFESSIONAL GROWTH AND DEVELOPMENT
UNIT CODE: HCS322342

This unit covers the knowledge, skills and attitudes required to continue professional growth and development in line with dental laboratory production and operations.

1. Keep abreast of laboratory skills and technologies
   • Training objectives and activities are developed based on considered assessment of existing individual and team competencies, potential competency and career aspirations according to standards, policies and procedures
   • Personal professional development plan relevant to dental technology is designed and identified needs and objectives are reflected in accordance with organizational requirements
   • Personal development strategies suitable to individual learning are selected and used to maintain currency of professional development and competence
   • Personal performance and progress is reviewed to determine the efficiency and effectiveness of own professional development and competence
   • Information regarding competency development is documented and maintained in accordance with organizational requirements
2. Improve professional practices
   • Professional networks and associations are participated in to identify and build relationships to provide benefit and positive outcomes for individuals and the organization
   • New developments and trends across the dental industry sector are identified and the associated knowledge and skills acquired are applied to improve current processes and practices
   • Ethical behaviors and competent performance is developed to maintain positive relationships with relevant persons
   • Development opportunities for improving professional practices and services are identified through the use of continuous improvement techniques and processes
3. Establish basis for career advancement
   • Training certificates and recognitions are sought/received and demonstrated as proof of professional expertise and career advancement
   • Licenses and/or certifications relevant to job and career are obtained and renewed
   • Relevant support resources and technology are used to ensure they support quality outcomes for career development services

COMMON COMPETENCIES

UNIT OF COMPETENCY : MAINTAIN INSTRUMENTS AND EQUIPMENT IN WORK AREA
UNIT CODE : HCS346201

This unit covers the knowledge, skills and attitudes required in maintaining instruments and equipment in the work area.

1. Prepare to clean used items
   • Safe work practices and standard precautions are followed at all times in accordance with legislative and workplace guidelines.
   • Sharps and sharps debris are disposed into a container and in accordance with workplace guidelines.
   • Waste is segregated and disposed in accordance with organization and legislative guidelines.
2. Clean and dry used items
   • Workflow protocols are maintained in instrument reprocessing area and in accordance with workplace guidelines.
   • Instruments are prepared for cleaning and in accordance with workplace guidelines.
   • Appropriate cleaning agents are selected and used in accordance with workplace guidelines and manufacturer’s specification.
   • Cleaning methods that avoid the generation of aerosols are used in accordance with workplace guidelines.
   • Instruments are dried and inspected for damage and remaining debris and in accordance with workplace procedures.
   • Cleaning process is monitored in accordance with workplace guidelines.
3. Prepare and pack items for storage
   • Instruments with hinges or ratchets are opened and unlocked in accordance with standard operating procedures.
   • Instrument trays are prepared in accordance with workplace protocols.
   • Critical site instruments are packaged or wrapped in a manner that prevents damage to delicate items.

UNIT OF COMPETENCY : ASSIST IN DENTAL LABORATORY PROCEDURES
UNIT CODE : HCS346202

This unit covers the knowledge, skills and attitudes required in assisting in dental laboratory procedures.

1. Follow dental laboratory procedures
   • Planned procedure is identified correctly.
   • Equipment, instruments and materials is anticipated and selected for the planned procedure and arranged them in their likely order of use.
2. Use dental laboratory terminology in communication
   • Dental terminology is used in communicating with the dental team.
   • Dental terminology is used in receiving, understanding and documenting written and oral instructions.
   • Frequently used abbreviations and symbols in dental laboratory are understood.

UNIT OF COMPETENCY : ASSIST WITH ADMINISTRATION IN DENTAL LABORATORY PRACTICE
UNIT CODE : HCS346203

This unit covers the knowledge, skills and attitudes required in managing appointments to suit the client and the organization, to record and reconcile payments and to maintain client record.

1. Communicate effectively with clients and other persons
   • Clients and other visitors are greeted appropriately.
   • An appropriate environment is made available for the client to complete medical, dental and financial details.
   • Client and/or career point of view is listened carefully.
   • Information provided to client and/or career appropriately and language used completely so that it can easily be understood.
   • Client and/or career ensured they understood information provided to them.
   • Being polite and negative comments avoided shows empathy and respect for client and/or career.
2. Respond appropriately to enquiries from clients and visitors
   • Personal dress and presentation is maintained.
   • Communication equipment is used effectively.
   • Enquiries are responded promptly, politely and ethically.
   • Purpose of an enquiry, the identity of the person is determined and relevant record/s retrieved if required.
   • Messages prioritized and recorded legibly and accurately.
   • Enquiries outside area of responsibility are referred to appropriate supervisor.
   • Electronic communication with clients and /or careers is complied in accordance with organizational protocols.
   • Confidentiality of information relating to clients, staff and the dental practice/organization is maintained.
3. Allocate appointments appropriate to client and organization requirements
   • Client’s appointment requirements are identified.
   • Appointment time is set in accordance with the client’s preferences and the organization’s requirements.
   • Appointment details are recorded accurately and legibly using standard dental notation in the organizations appointment system.
   • Copy of appointment details is provided to the client.
   • Appointment schedules are monitored; clients and the oral health care team are notified of any necessary changes within a suitable timeframe.
4. Calculate and record basic financial transactions
   • Petty cash vouchers and all monies are completed accurately and account for.
   • Correct fees are calculated.
   • GST applied in accordance with identified requirements.
   • Payments received are checked and recorded legibly and accurately.
   • Checks and credit card vouchers are validated
   • Client is provided with a receipt.
5. Handle cash and record financial transactions
   • Balances accurately monies received against records of payment in accordance with organization policies
   • Cash is secured in an approved location.
   • Suspected breaches of security are responded and appropriate action taken within minimum delay in accordance with organization policies.
   • Record of bad debts identified and appropriate action taken in line with office procedures.
   • Banking procedures are followed in accordance with organization policies.
6. Maintain client records
   • Correct client files are removed and appropriate fees and diagnostic records attached.
   • Order of payment is placed in files.
   • Information entered legibly, accurately and updated as appropriate
   • Client’s dental records are filed correctly after use
   • Records of laboratory work are maintained up-to-date, accurate, legible and complete
7. Assist with client recalls
   • Knowledge of client recall system is applied
   • Client records is marked with relevant recall date as appropriate and as directed by the operator
   • Clients who are due for recall are identified and notified them that an appointment is due
   • Clients who do not respond to a recall appointment request are followed-up with courtesy

UNIT TITLE : APPLY QUALITY STANDARDS
UNIT CODE : HCS315202

This unit covers the knowledge, skills, attitudes and values needed to apply quality standards in the workplace. The unit also includes the application of relevant safety procedures and regulations, organization procedures and customer requirements.

1. Assess quality of received materials
   • Work instruction is obtained and work is carried out in accordance with standard operating procedures.
   • Received materials are checked against workplace standards and specifications.
   • Faulty materials related to work are identified and isolated.
   • Faults and any identified causes are recorded and/or reported to the supervisor concerned in accordance with workplace procedures.
   • Faulty materials are replaced in accordance with workplace procedures.
2. Assess own work
   • Documentation relative to quality within the company is identified and used.
   • Completed work is checked against workplace standards relevant to the task undertaken.
   • Errors are identified and isolated.
   • Information on the quality and other indicators of production performance are recorded in accordance with workplace procedures.
   • In cases of deviations from specific quality standards, causes are documented and reported in accordance with the workplace’ s standards operating procedures.
3. Engage in quality improvement
   • Process improvement procedures are participated in relative to workplace assignment.
   • Work is carried out in accordance with process improvement procedures.
   • Performance of operation or quality of product of service to ensure customer satisfaction is monitored.

UNIT OF COMPETENCY : MAINTAIN AN EFFECTIVE RELATIONSHIP WITH CLIENTS/CUSTOMERS
UNIT CODE : HCS516201

This unit covers the knowledge, skills and attitudes required in building and maintaining an effective relationship with clients, customers and the public.

1. Maintain a professional image
   • Uniform and personal grooming maintained to assignment requirements.
   • Personal presence maintained according to employer standards.
   • Visible work area kept tidy and uncluttered.
   • Equipment stored according to assignment requirements.
2. Meet client/customer requirements
   • Client requirements identified and understood by referral to the assignment instructions.
   • Client requirements met according to the assignment instructions.
   • Changes to client’s needs and requirements monitored and appropriate action taken.
   • All communication with the client or customer is clear and complies with assignment requirements.
3. Build credibility with customers/clients
   • Client expectations for reliability, punctuality and appearance
     adhered to.
   • Possible causes of client/customer dissatisfaction identified, dealt with and recorded according to employer policy.
   • Client fully informed of all relevant security matters in a timely manner and according to agreed reporting procedures.

UNIT OF COMPETENCY : MANAGE OWN PERFORMANCE
UNIT CODE : HCS516202

This unit covers the knowledge, skills and attitudes required in effectively managing own workload and quality of work.

1. Plan for completion of own workload
   • Tasks accurately identified
   • Priority allocated to each task
   • Time lines allocated to each task or series of tasks.
   • Tasks deadlines known and complied with whenever possible.
   • Work schedules are known and completed within agreed time frames.
   • Work plans developed according to assignment requirements and employer policy.
   • Uncompleted work or tasks detailed and responsibility for completion passed to incoming shift or other appropriate persons.
2. Maintain quality of own performance
   • Personal performance continually monitored against agreed performance standards.
   • Advice and guidance sought when necessary to achieve or maintain agreed standards.
   • Guidance from management applied to achieve or maintain agreed standards.
   • Standard of work clarified and agreed according to employer policy and procedures.
3. Build credibility with customers/clients
   • Client expectations for reliability, punctuality and appearance adhered to.
   • Possible causes of client/customer dissatisfaction identified, dealt with and recorded according to employer policy.
   • Client fully informed of all relevant security matters in a timely manner and according to agreed reporting procedures.

UNIT OF COMPETENCY : FOLLOW OCCUPATIONAL HEALTH AND SAFETY POLICIES IN DENTAL LABORATORY FACILITIES
UNIT CODE : HCS346204

This unit covers the knowledge, skills and attitudes required in applying relevant OHS legislation and codes of practice, including duties and responsibilities for all parties under general duty of care.

1. Follow workplace procedures for hazard identification and risk control
   • Hazards in the work area are recognized and reported to supervisor in accordance with workplace procedures.
   • Workplace procedures and work instructions for controlling risks, including infection control, are followed accurately.
   • Workplace procedures for dealing with accidents, fires and emergencies are followed where necessary.
2. Contribute to the management of OHS
   • OHS issues are raised with designated personnel and coworkers as appropriate.
   • Contributions are made as appropriate to workplace OHS discussions.
3. Utilize and implement strategies as directed to prevent infection in the workplace
   • The environment is kept clean and tidy.
   • Personal hygiene practices are followed.
   • Any items that may be contaminated are disposed of safely.
4. Utilize strategies to prevent stress overload
   • Nominated rest time and breaks are taken.
   • Sources of stress are identified and issues raised with supervisor.
   • Work roles are clarified and followed.
5. Work in a safe manner
   • Defined procedures are followed to ensure personal safety.
   • All work is carried out in a manner which ensures safety of self and others
   • Organizational security measures are followed.
   • 4 Safe manual handling procedures are followed.

UNIT OF COMPETENCY : MAINTAIN INFECTION CONTROL IN DENTAL LABORATORY PRACTICE
UNIT CODE : HCS346205

This unit covers the knowledge, skills and attitudes required to comply with infection control procedures before, during and after health care procedures.

1. Monitor and maintain the cleanliness of the dental laboratory
   • Appropriate personal protective wear is used during cleaning of equipment and surfaces.
   • Appropriate disinfectants and cleaning equipment are selected, prepared and used on surfaces in accordance with the manufacturer’s specification.
   • Used surface covers, if applicable, are removed and replaced in a manner to prevent cross contamination.
   • Cleaning equipment is correctly stored.
   • All surfaces including internal storage units within the dental laboratory are monitored and maintained for cleanliness.
2. Clean and disinfect dental laboratory /instruments and equipment
   • Dental laboratory instruments and equipment are cleaned of bio-burden and lubricated, where appropriate, prior to cleaning and disinfecting.
   • Dental laboratory instruments and equipment are checked for faults and disassembled where appropriate.
   • Prior to cleaning of dental laboratory instruments and equipment are loaded safely and effectively.
   • Appropriate cleaning procedures are carried out in the correct sequence and duration in accordance with manufacturer specifications.
   • Regular maintenance program including faults and incidences are recognized, reported and documented.
3. Maintain hygiene and personal protection
   • Hand washing procedures are correctly followed.
   • Open cuts and abrasions are covered with a waterproof dressing.
   • Appropriate personal protection wear is correctly worn.
   • Immunization is undertaken in accordance with current recommendations for dental health care worker.
   • All work is carried out in a manner that minimizes the risk of cross contamination and complies with OHS policy and procedures.
   • Hazards in the dental laboratory is recognized and reported to operator.
   • Appropriate procedures for dealing with accidents, including sharp injuries, are followed correctly.
4. Dispose of dental laboratory waste safely
   • Appropriate protective clothing is worn or used in accordance with OHS policy and procedures when handling waste.
   • Waste is segregated, contained, stored and transported correctly.
   • Damaged and/or pre-packed items are disposed of safely.
   • Waste is disposed of safely.
5. Undertake the necessary measures to ensure prevention of transmission of infection
   • Risks of cross contamination are identified and appropriate responses implemented within dental practice.
   • Clean, contaminated and administrative zones are clearly identified and maintained.
   • Instruments, materials, medicaments and equipment are set up prior to commencement of treatment where appropriate.
   • One-way workflow from clean to dirty zone is maintained.
   • Risk of transmission of infection is minimized in all dental laboratory related and administrative procedures.
   • Spills are removed correctly.

UNIT OF COMPETENCY: OPERATE A PERSONAL COMPUTER
UNIT CODE: ICT311201

This unit defines the competency required to operate a personal computer by: starting the PC, logging in, using and working with files, folders and programs, saving work, and closing down the PC.

1. Start the computer
   • The peripheral devices are properly connected
   • Power is checked and the computer and peripheral devices are switched on
   • Proper logging in and logging off is successfully done
   • The operating system features and functions are accessed and navigated
   • Hardware configuration and other system features are checked
2. Arrange and customize desktop display/ Windows settings
   • The desktop screen or Windows elements are changed as needed
   • Desktop icons are added, renamed, moved, copied or deleted
   • The online help functions are accessed or used as needed
   • Desktop icons of application programs are selected, opened and closed
   • Properties of icons are displayed
   • Computer or desktop settings are saved and restored
3. Work with files and folders (or directories)
   • A file or folder is created, opened, moved, renamed or copied
   • Files are located, deleted and restored
   • Details and properties of files and folders are displayed or viewed
   • Various files are organized for easy lookup and use
   • Files and information are searched
   • Disks are checked, erased or formatted as necessary
4. Work with user application programs
   • Application programs are added, changed, removed or ran
   • User software or application program are installed, updated and upgraded
   • Information/data are moved between documents or files
5. Print information
   • Printer is added or installed and correct printer settings is ensured
   • Default printer is assigned accordingly
   • Information or document is printed on the installed printer
   • Progress of print jobs are viewed and deleted as required
6. Shut down computer
   • All open application programs are closed
   • Computer and peripheral devices are properly shut down

BASIC COMPETENCIES

UNIT OF COMPETENCY : RECEIVE AND RESPOND TO WORKPLACE COMMUNICATION
UNIT CODE : 500311101

This unit covers the knowledge, skills and attitudes required to receive, respond and act on verbal and written communication.

1. Follow routine spoken messages
   • Required information is gathered by listening attentively and correctly interpreting or understanding information/instructions
   • Instructions/information are properly recorded
   • Instructions are acted upon immediately in accordance with information received
   • Clarification is sought from workplace supervisor on all occasions when any instruction/information is not clear
2. Perform workplace duties following written notices
   • Written notices and instructions are read and interpreted correctly in accordance with organizational guidelines
   • Routine written instruction are followed in sequence
   • Feedback is given to workplace supervisor based on the instructions/information received

UNIT OF COMPETENCY : WORK WITH OTHERS
UNIT CODE : 500311102

This unit covers the skills, knowledge and attitudes required to develop workplace relationship and contribute in workplace activities.

1. Develop effective workplace relationship
   • Duties and responsibilities are done in a positive manner to promote cooperation and good relationship
   • Assistance is sought from workgroup when difficulties arise and addressed through discussions
   • Feedback provided by others in the team is encouraged, acknowledged and acted upon
   • Differences in personal values and beliefs are respected and acknowledged in the development
2. Contribute to work group activities
   • Support is provided to team members to ensure workgroup goals are met
   • Constructive contributions to workgroup goals and tasks are made according to organizational requirements
   • Information relevant to work is shared with team members to ensure designated goals are met

UNIT OF COMPETENCY : DEMONSTRATE WORK VALUES
UNIT CODE : 500311103

This unit covers the knowledge, skills, and attitude in demonstrating proper work values.

1. Define the purpose of work
   • One’s unique sense of purpose for working and the why’s of work are identified, reflected on and clearly defined for one’s development as a person and as a member of society.
   • Personal mission is in harmony with company’s values
2. Apply work values/ethics
   • Work values/ethics/concepts are classified and reaffirmed in accordance with the transparent company ethical standards, policies and guidelines.
   • Work practices are undertaken in compliance with industry work ethical standards, organizational policy and guidelines
   • Personal behavior and relationships with co-workers and/or clients are conducted in accordance with ethical standards, policy and guidelines.
   • Company resources are used in accordance with transparent company ethical standard, policies and guidelines.
3. Deal with ethical problems
   • Company ethical standards, organizational policy and guidelines on the prevention and reporting of unethical conduct are accessed and applied in accordance with transparent company ethical standard, policies and guidelines.
   • Work incidents/situations are reported and/or resolved in accordance with company protocol/guidelines.
   • Resolution and/or referral of ethical problems identified are used as learning opportunities.
4. Maintain integrity of conduct in the workplace
   • Personal work practices and values are demonstrated consistently with acceptable ethical conduct and company’s core values.
   • Instructions to co-workers are provided based on ethical, lawful and reasonable directives.
   • Company values/practices are shared with co-workers using appropriate behavior and language.

UNIT OF COMPETENCY : PRACTICE HOUSEKEEPING PROCEDURES
UNIT CODE : 500311104

This unit covers the knowledge, skills and attitudes required to apply the basic housekeeping procedures.

1. Sort and remove unnecessary items
   • Reusable, recyclable materials are sorted in accordance with company/office procedures
   • Unnecessary items are removed and disposed of in accordance with company or office procedures
2. Arrange items
   • Items are arranged in accordance with company/office housekeeping procedures
   • Work area is arranged according to job requirements
   • Activities are prioritized based on instructions.
   • Items are provided with clear and visible identification marks based on procedure
   • Safety equipment and evacuation passages are kept clear and accessible based on instructions
3. Maintain work area, tools and equipment
   • Cleanliness and orderliness of work area is maintained in accordance with company/office procedures
   • Tools and equipment are cleaned in accordance with manufacturer’s instructions/manual
   • Minor repairs are performed on tools and equipment in accordance with manufacturer’s instruction/manual
   • Defective tools and equipment are reported to immediate supervisor
4. Follow standardized work process and procedures
   • Materials for common use are maintained in designated area based on procedures
   • Work is performed according to standard work procedures
   • Abnormal incidents are reported to immediate supervisor
5. Perform work spontaneously
   • Work is performed as per instruction
   • Company and office decorum are followed and complied with
   • Work is performed in accordance with occupational health and safety (OHS) requirements

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
UNIT CODE : 500311105

This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements.

1. Obtain and convey workplace information
   • Specific and relevant information is accessed from appropriate sources
   • Effective questioning, active listening and speaking skills are used together and convey information
   • Appropriate medium is used to transfer information and ideas
   • Appropriate non- verbal communication is used
   • Appropriate lines of communication with supervisors and colleagues are identified and followed
   • Defined workplace procedures for the location and storage of information are used
   • Personal interaction is carried out clearly and concisely
2. Participate in workplace meetings and discussions
   • Team meetings are at ended on time
   • Own opinions are clear expressed and those of others are listened to without interruption
   • Meeting inputs are consistent with the meeting purpose and established protocols
   • Workplace interactions are conducted in a courteous manner
   • Questions about simple routine workplace procedures and matters concerning working conditions of employment are asked and responded to.
   • Meetings outcomes are interpreted and implemented
3. Complete relevant work related documents
   • Range of forms relating to conditions of employment are completed accurately and legibly
   • Workplace data is recorded on standard workplace forms and documents
   • Basic mathematical processes are used for routine calculations
   • Errors in recording information on forms/documents are identified and properly acted upon
   • Reporting requirements to supervisor are completed according to organizational guidelines

UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
UNIT CODE : 500311106

This unit covers the skills, knowledge and attitudes to identify role and responsibility as a member of a team.

1. Describe team role and scope
   • The role and objective of the team is identified from available sources of information
   • Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources.
2. Identify own role and responsibility within team
   • Individual role and responsibilities within the team environment are identified.
   • Roles and responsibility of other team members are identified and recognized.
   • Reporting relationships within team and external to team are identified.
3. Work as a team member
   • Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives.
   • Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context.
   • Observed protocols in reporting using standard operating procedures.
   • Contribute to the development of team work plans based on an understanding of team’s role and objectives and individual competencies of the members.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
UNIT CODE : 500311107

This unit covers the knowledge, skills and attitudes in promoting career growth and advancement.

1. Integrate personal objectives with organizational goals
   • Personal growth and work plans are pursued towards improving the qualifications set for the profession
   • Intra- and interpersonal relationships is are maintained in the course of managing oneself based on performance evaluation
   • Commitment to the organization and its goal is demonstrated in the performance of duties
2. Set and meet work priorities
   • Competing demands are prioritized to achieve personal, team and organizational goals and objectives.
   • Resources are utilized efficiently and effectively to manage work priorities and commitments
   • Practices along economic use and maintenance of equipment and facilities are followed as per established procedures
3. Maintain professional growth and development
   • Trainings and career opportunities are identified and availed of based on job requirements
   • Recognitions are sought/received and demonstrated as proof of career advancement
   • Licenses and/or certifications relevant to job and career are obtained and renewed

UNIT OF COMPETENCY : PRACTICE  OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
UNIT CODE : 500311108

This unit covers the outcomes required to comply with regulatory and organizational requirements for occupational health and safety.

1. Identify hazards and risks
   • Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures
   • Hazards/risks in the workplace and their corresponding indicators are identified to minimize or eliminate risk to co-workers, workplace and environment in accordance with organization procedures
   • Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures
2. Evaluate hazards and risks
   • Terms of maximum tolerable limits which when exceeded will result in harm or damage are identified based on threshold limit values (TLV)
   • Effects of the hazards are determined
   • OHS issues and/or concerns and identified safety hazards are reported to designated personnel in accordance with workplace requirements and relevant workplace OHS legislation
3. Control hazards and risks
   • Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently
     followed
   • Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies
   • Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices
   • Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol
4. Maintain OHS awareness
   • Emergency-related drills and trainings are participated in as per established organization guidelines and procedures
   • OHS personal records are completed and updated in accordance with workplace requirements

UNIT OF COMPETENCY : UTILIZE SPECIALIZED COMMUNICATION SKILLS
UNIT CODE : 500311115

This unit covers the knowledge, skills and attitudes required to use specialized communication skills to meet specific needs of internal and internal clients, conduct interviews, facilitate group of discussions, and contribute to the development of communication strategies.

1. Meet common and specific communication needs of clients and colleagues
   • Specific communication needs of clients and colleagues are identified and met
   • Different approaches are used to meet communication needs of clients and colleagues
   • Conflict is addressed promptly and in a timely way and in a manner which does not compromise the standing of the organization
2. Contribute to the development of communication strategies
   • Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required
   • Channels of communication are established and reviewed regularly
   • Coaching in effective communication is provided
   • Work related network and relationship are maintained as necessary
   • Negotiation and conflict resolution strategies are used where required
   • Communication with clients and colleagues is appropriate to individual needs and organizational objectives
3. Represent the organization
   • When participating in internal or external forums, presentation is relevant, appropriately researched and presented  in a manner to promote the organization
   • Presentation is clear and sequential and delivered within a predetermined time
   • Utilize appropriate media to enhance presentation
   • Differences in views are respected
   • Written communication is consistent with organizational standards
   • Inquiries are responded in a manner consistent with organizational standard
4. Facilitate group discussion
   • Mechanisms which enhance effective group interaction is defined and implemented
   • Strategies which encourage all group members to participate are used routinely
   • Objectives and agenda for meetings and discussions are routinely set and followed
   • Relevant information is provided to group to facilitate outcomes
   • Evaluation of group communication strategies is undertaken to promote participation of all parties
   • Specific communication needs of individuals are identified and addressed
5. Conduct interview
   • A range of appropriate communication strategies are employed in interview situations
   • Records of interviews are made and maintained in accordance with organizational procedures
   • Effective questioning, listening and nonverbal communication techniques are used to ensure that required message is communicated

UNIT OF COMPETENCY : DEVELOP TEAMS AND INDIVIDUALS
UNIT CODE : 500311116

This unit covers the skills, knowledge and attitudes required to determine individual and team development needs and facilitate the development of the workgroup.

1. Provide team leadership
   • Learning and development needs are systematically identified and implemented in line with organizational requirements
   • Learning plan to meet individual and group training and developmental needs is collaboratively developed and implemented
   • Individuals are encouraged to self evaluate performance and identify areas for improvement
   • Feedback on performance of team members is collected from relevant sources and compared with established team learning process
2. Foster individual and organizational growth
   • Learning and development program goals and objectives are identified to match the specific knowledge and skills requirements of competency standards
   • Learning delivery methods are appropriate to the learning goals, the learning style of participants and availability of equipment and resources
   • Workplace learning opportunities and coaching/mentoring assistance are provided to facilitate individual and team achievement of competencies
   • Resources and timelines required for learning activities are identified and approved in accordance with organizational requirements
3. Monitor and evaluate workplace learning
   • Feedback from individuals or teams is used to identify and implement improvements in future learning arrangements
   • Outcomes and performance of individuals/teams are assessed and recorded to determine the effectiveness of development programs and the extent of additional support
   • Modifications to learning plans are negotiated to improve the efficiency and effectiveness of learning
   • Records and reports of competency are maintained within organizational requirement
4. Develop team commitment and cooperation
   • Open communication processes to obtain and share information is used by team
   • Decisions are reached by the team in accordance with its agreed roles and responsibilities
   • Mutual concern and camaraderie are developed in the team
5. Facilitate accomplishment of organizational goals
   • Team members actively participated in team activities and communication processes
   • Teams members developed individual and joint responsibility for their actions
   • Collaborative efforts are sustained to attain organizational goals

UNIT OF COMPETENCY : APPLY PROBLEM SOLVING TECHNIQUES IN THE WORKPLACE
UNIT CODE : 500311117

This competency covers the knowledge, skills and attitudes required to apply the process of problem solving and other problems beyond those associated directly with the process unit. It includes the application of structured processes and improvement tools. This competency is typically performed by an experienced technician, team leader or supervisor.

1. Analyze the problem
   • Issues/concerns are evaluated based on data gathered
   • Possible causes of problem are identified within the area of responsibility as based on experience and the use of problem solving tools/analytical techniques
   • Possible cause statements are developed based on findings
2. Identify possible solutions
   • All possible options are considered for resolution of the problem in accordance with safety and operating procedures
   • Strengths and weaknesses of possible options are considered
   • Corrective action is determined to resolve the problem and its possible future causes
3. Recommend solution to higher management
   • Report/communication or documentation are prepared
   • Recommendations are presented to appropriate personnel
   • Recommendations are followed-up, if required
4. Implement solution
   • Measurable objectives are identified
   • Resource needs are identified
   • Timelines are identified in accordance with plan
5. Evaluate/Monitor results and outcome
   • Processes and improvements are identified based on evaluative assessment of problem
   • Recommendations are prepared and submitted to superiors.

UNIT OF COMPETENCY : COLLECT, ANALYZE AND ORGANIZE INFORMATION
UNIT CODE : 500311118

This unit covers the outcomes required to process, analyze, interpret and organize workplace information and other relevant data.

1. Study information requirements
   • Needs are identified using established research procedures
   • Relevant forms and recording systems are used to gather the information.
   • Respondents are selected to implement survey / research based on established procedures.
2. Process data
   • Data are collected and collated based on the prescribed method.
   • Relevant data are used as references in accordance with the objectives of the program.
   • Information is compiled according to the required form.
3. Analyze, interpret and organize information gathered
   • Data are analyzed using relevant methodologies
   • Where applicable, statistical analysis/methods are employed according to the objectives of the program
   • Graphs and other visual presentations are prepared to facilitate analysis / interpretation of information
4. Present findings/recommendations
   • Findings/recommendations summarized and presented/packaged in user-friendly manner
   • Relevant inputs gathered to finalize report
   • Draft report prepared based on standard format.
   • Technical reports are submitted and disseminated to concerned offices.

UNIT OF COMPETENCY : PLAN AND ORGANIZE WORK
UNIT CODE : 500311119

This unit covers the outcomes required in planning and organizing work. It may be applied to a small independent operation or to a section of a large organization.

1. Set objectives
   • Objectives are consistent with and linked to work activities in accordance with organizational aims
   • Objectives are stated as measurable targets with clear time frames
   • Support and commitment of team members are reflected in the objectives
   • Realistic and attainable objectives are identified
2. Plan and schedule work activities
   • Tasks/work activities to be completed are identified and prioritized as directed
   • Tasks/work activities are broken down into steps in accordance with set time frames achievable components in accordance with set time frames
   • Resources are allocated as per requirements of the activity
   • Schedule of work activities is coordinated with personnel concerned
3. Implement work plans
   • Work methods and practices are identified in consultation with personnel concerned
   • Work plans are implemented in accordance with set time frames, resources and standards
4. Monitor work activities
   • Work activities are monitored and compared with set objectives
   • Work performance is monitored
   • Deviations from work activities are reported and recommendations are coordinated with appropriate personnel and  in accordance with set standards
   • Reporting requirements are complied with in accordance with recommended format
   • Observe timeliness of report
   • Files are established and maintained in accordance with standard operating procedures
5. Review and evaluate work plans and activities
   • Work plans, strategies and implementation are reviewed based on accurate, relevant and current information
   • Review is based on comprehensive consultation with appropriate personnel on outcomes of work plans and reliable feedback
   • Results of review are provided to concerned parties and formed as the basis for adjustments/simplifications to be made to policies, processes and activities
   • Performance appraisal is conducted in accordance with organization rules and regulations
   • Performance appraisal report is prepared and documented regularly as per organization requirements.
   • Recommendations are prepared and presented to appropriate personnel/authorities
   • Feedback mechanisms are implemented in line with organization policies

UNIT OF COMPETENCY : PROMOTE ENVIRONMENTAL PROTECTION
UNIT CODE : 500311120

This unit covers the knowledge, skills and attitudes required in adhering to environmental protection principles, strategies and guidelines

1. Study guidelines for environmental concerns.
   • Environmental legislations/conventions and local ordinances are identified according to the different environmental aspects/impact.
   • Industrial standard/environmental practices are described according to the different environmental concerns.
2. Implement specific environmental programs.
   • Programs/Activities are identified according to organizations policies and guidelines.
   • Individual roles/responsibilities are determined and performed based on the activities identified.
   • Problems/ constraints encountered are resolved in accordance with organizations’ policies and guidelines
   • Stakeholders are consulted based on company guidelines.
3. Monitor activities on environmental protection/programs
   • Activities are periodically monitored and evaluated according to the objectives of the environmental program
   • Feedback from stakeholders are gathered and considered in proposing enhancements to the program based on consultations
   • Data gathered are analyzed based on evaluation requirements
   • Recommendations are submitted based on the findings.
   • Management support systems are set/established to sustain and enhance the program
   • Environmental incidents are monitored and reported to concerned/proper authorities.

DEFINITION OF TERMS

• ABUTMENT – Tooth or teeth that support a fixed or removable bridge
• ANTERIOR TEETH – the six upper or six lower front teeth (canines, laterals & central incisors)
• APEX – the tip of the root of a tooth
• ARCH – describes the alignment of the upper or lower teeth
• ARTICULATE – to unite by forming a joint or joints
• ARTICULATOR – a mechanical device representing the temporomandibular joints and jaw members to which casts of the mouth
• BASE – cement placed under a dental restoration to insulate the pulp (nerve chamber)
• BITE – relationship of the upper and lower teeth on closure (occlusion)
• BONDING – adhesive dental restoration technique; a tooth-colored composite resin to repair and/or change the color or shape of a tooth
• BRACES – devices used by orthodontists to gradually reposition teeth to a more favorable alignment
• BRIDGE – stationary dental prosthesis (appliance) fixed to teeth adjacent to a space; replaces one or more missing teeth, cemented or bonded to supporting teeth or implants adjacent to the space
• CANTILEVER BRIDGE – fixed bridge that attaches to adjacent teeth only on one end
• CAP – common term for dental crown
• CLASP – device that retains a removable partial denture to stationary teeth; can be metal or acrylic (matches teeth and gums)
• CROSS BITE – reverse biting relationship of upper and lower teeth; aka “under bite,” as in Class III malocclusuion (prognathic jaw) CROWN (1) the portion of a tooth above the gum line; (2) dental restoration covering all or most of the natural tooth CUSTOM IMPRESION
• TRAY – an impression tray made from a preliminary impression used to make the final impression
• DENTAL WAXES – wax compounds used in dentistry are mixtures of individual waxes of materials or synthetic origin. As with all other dental materials, each component n the mixture is selected to given specific properties best suited for the procedure being performed
• DENTURE – removable (partial or complete) set of artificial teeth
• DIASTEMA – open space between teeth
• DISTAL – farthest from any point of reference
• DUPLICATE – identically copied from an original
• FABRICATE – to make; create; to construct by combining or assembling
• FACE-BOW FORK – a device used to attach the face-bow to an occlusion rim for a face-bow transfer
• FACING – tooth colored overlay on the visible portion of a crown; may be acrylic, composite or porcelain
• FILLING – restoration of lost tooth structure with metal, porcelain or resin materials
• FULL DENTURE – removable dental prosthesis (appliance) replacing all upper or lower teeth
• FULL MOUTH RECONSTRUCTION – extensive restorations of natural teeth with crowns and or fixed bridges to
  manage restorative and bite problems.
• GYPSUM – is the common name for calcium sulfate dehydrate. Gypsum products are more frequently used on laboratory procedures than any other single group of compounds. Controlled variations in the manufacturing of gypsum products yield a group of dental materials including plaster, artificial stone (hydrosol), disc stone, casting investment and soldering investment
• IMPRESSION – mold made of the teeth and soft tissues
• INLAY – indirect – filling made by a dental laboratory that is cemented or bonded into place, direct – placement of dental  composite resin, or porcelain restoration at
  chair side
• INTEROCCLUSAL – space between upper and lower teeth
• JACKET – crown for a front tooth, usually made of porcelain
• LAMINATE – thin plastic or porcelain veneer produced in a dental laboratory and then bonded to a tooth
• MALOCCLUSION – “bad bite” or misalignment of the upper and lower teeth
• MARGIN – interface between a restoration and tooth structure
• MARYLAND BRIDGE – a bridge that is bonded to the back of the adjacent teeth; requires minimum tooth reduction
• MODEL – a material used extensively for making impressions. It contains shellac, talc, glycerin, wax, tallow and palm oil
• OVERBITE – vertical overlap of the front teeth; deep bite
• PARTIAL DENTURE – removable dental prosthesis (appliance) replacing one or more natural teeth
• PONTIC – replacement tooth mounted on a fixed or removal appliance
• PORCELAIN CROWN – all porcelain restoration covering the coronal portion of tooth (above the gum line)
• PORCELAIN FUSED TO METAL (PFM) CROWN – restoration with metal coping (for strength) covered by porcelain (for
  appearance)
• PORCELAIN INLAY OR ONLAY – tooth-colored restoration made of porcelain, cemented or bonded in place
• PORCELAIN VENEERS – a thin layer of porcelain, fabricated by a laboratory) bonded to a natural tooth to replace lost tooth structure, close spaces, straighten teeth or change color and/or shape
• PROSTHESIS an artificial appliance for the replacement for a body part, tooth or teeth
• SOLDERING INVESTMENT – a soldering investment is similar in composition to a casting investment that
  has a
• SPLINT – connection of two or more teeth so they function as a stronger singlestructure