COMPETENCY STANDARDS

VIRTUAL ASSISTANT SERVICES

LEVEL III

INFORMATION AND COMMUNICATIONS

TECHNOLOGY SECTOR

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

East Service Road, South Luzon Expressway (SLEX), Taguig City, Metro Manila

CS on VIRTUAL ASSISTANT SERVICES LEVEL III

Technical Education and Skills Development Act of 1994
(Republic Act No. 7796)

Section 22, “Establishment and Administration of the

National Trade Skills Standards” of the RA 7796 known as
the TESDA Act mandates TESDA to establish national
occupational skills standards. The Authority shall develop
and implement a certification and accreditation program in
which private industry group and trade associations are
accredited to conduct approved trade tests, and the local
government units to promote such trade testing activities
in their respective areas in accordance with the guidelines
to be set by the Authority.

@ 2024 by Technical Education and Skills Development Authority

All rights reserved. Any part of this publication may be used and reproduced,
provided proper acknowledgement is made.
The Competency Standards (CS) serve as basis for the:

1 Registration and delivery of training programs;

2 Development of curriculum and assessment instruments; and

Each CS has two sections:

Section 1 Definition of Qualification describes the qualification and

defines the competencies that comprise the qualification.

Section 2 Competency Standards gives the specifications of

competencies required for effective work performance.
 TABLE OF CONTENTS
INFORMATION AND COMMUNICATIONS TECHNOLOGY SECTOR
VIRTUAL ASSISTANT SERVICES LEVEL III
Page No.

SECTION 1 DEFINITION OF QUALIFICATION 1

SECTION 2 COMPETENCY STANDARDS 2 – 60

GLOSSARY OF TERMS 61

ACKNOWLEDGEMENTS 62
 COMPETENCY STANDARDS FOR
VIRTUAL ASSISTANT SERVICES LEVEL III

SECTION 1: DEFINITION OF QUALIFICATION

The VIRTUAL ASSISTANT SERVICES LEVEL III Qualification consists of

competencies that a person must achieve to communicate and collaborate with clients,
utilize base office suite applications, manage client’s calendar, manage client’s email, and
organize client’s activities and projects utilizing project management tools. This
qualification focuses on the generic Virtual Assistant job and tasks.

The Units of Competency comprising this Qualification include the following:

UNIT CODE BASIC COMPETENCIES

400311319 Lead workplace communication
400311320 Lead small teams
400311321 Apply critical thinking and problem-solving techniques in the workplace
400311322 Work in a diverse environment
400311323 Propose methods of applying learning and innovation in the
organization
400311324 Use information systematically
400311325 Evaluate occupational safety and health work practices
400311326 Evaluate environmental work practices
400311327 Facilitate entrepreneurial skills for micro-small-medium enterprises
(MSMEs)

UNIT CODE COMMON COMPETENCIES

ICT315202 Apply quality standards
ICT311203 Perform Computer Operations

UNIT CODE CORE COMPETENCIES

CS-ICT351201 Collaborate work activities with client
CS-ICT351202 Utilize base office suite applications
CS-ICT351203 Manage client’s calendar
CS-ICT351204 Manage client’s email
CS-ICT351205 Organize client’s activities and projects utilizing project management
tools

A person who has achieved this Qualification is competent to be:

● Virtual Assistant

CS on Virtual Assistant Services Level III 1

SECTION 2: COMPETENCY STANDARDS

This section gives the details of the contents of the units of competency required in
VIRTUAL ASSISTANT SERVICES LEVEL III

BASIC COMPETENCIES

UNIT OF COMPETENCY : LEAD WORKPLACE COMMUNICATION

UNIT CODE : 400311319

UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required
to lead in the dissemination and discussion of ideas,
information and issues in the workplace.

PERFORMANCE CRITERIA REQUIRED REQUIRED SKILLS

Italicized terms are KNOWLEDGE
ELEMENT
elaborated in the Range of
Variables
1. Communicate 1.1 Relevant 1.1. Organization 1.1. Organizing
information communication method requirements for information
about is selected based on written and 1.2. Conveying
workplace workplace procedures electronic intended meaning
processes 1.2 Multiple operations communication 1.3. Participating in a
involving several methods variety of
topics/areas are 1.2. Effective verbal workplace
communicated following communication discussions
enterprise requirements methods 1.4. Complying with
1.3 Questioning is applied to 1.3. Business writing organization
gain extra information 1.4. Workplace requirements for
1.4 Relevant sources of etiquette the use of written
information are identified and electronic
in accordance with communication
workplace/ client methods
requirements 1.5. Effective business
1.5 Information is selected writing
and organized following 1.6. Effective clarifying
enterprise procedures and probing skills
1.6 Verbal and written 1.7. Effective
reporting is undertaken questioning
when required techniques
1.7 Communication and (clarifying and
negotiation skills are probing)
applied and maintained in
all relevant situations

2. Lead 2.1 Response to workplace 2.1 Organization 2.1 Organizing

workplace issues are sought following requirements for information
discussions enterprise procedures written and 2.2 Conveying
2.2 Response to workplace electronic intended meaning
issues are provided communication 2.3 Participating in
immediately methods variety of

CS on Virtual Assistant Services Level III 2

 PERFORMANCE CRITERIA REQUIRED REQUIRED SKILLS
Italicized terms are KNOWLEDGE
ELEMENT
elaborated in the Range of
Variables
2.3 Constructive contributions 2.2 Effective verbal workplace
are made to workplace communication discussions
discussions on such methods 2.4 Complying with
issues as production, 2.3 Workplace organization
quality and safety etiquette requirements for
2.4 Goals/objectives and the use of written
action plans undertaken and electronic
in the workplace are communication
communicated promptly methods
2.5 Effective clarifying
and probing skills

3. Identify and 3.1 Issues and problems are 3.1 Organization 3.1 Organizing
communicate identified as they arise requirements for information
issues arising 3.2 Information regarding written and 3.2 Conveying intended
in the problems and issues are electronic meaning
workplace organized coherently to communication 3.3 Participating in a
ensure clear and methods variety of workplace
effective communication 3.2 Effective verbal discussions
3.3 Dialogue is initiated with communication 3.4 Complying with
appropriate personnel methods organization
3.4 Communication problems 3.3 Workplace requirements for
and issues are raised as etiquette the use of written
they arise 3.4 Communication and electronic
3.5 Identify barriers in problems and communication
communication to be issues methods
addressed appropriately 3.5 Barriers in 3.5 Effective clarifying
communication and probing skills
3.6 Identifying issues
3.7 Negotiation and
communication
skills

RANGE OF VARIABLES

VARIABLE RANGE
1. Methods of May include but not limited to:
communication 1.1. Non-verbal gestures
1.2. Verbal
1.3. Face-to-face
1.4. Two-way radio
1.5. Speaking to groups
1.6. Using telephone
1.7. Written
1.8. Internet
2. Workplace discussions May include but not limited to:
2.1. Coordination meetings
2.2. Toolbox discussion
2.3. Peer-to-peer discussion

CS on Virtual Assistant Services Level III 3

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Dealt with a range of communication/information at one
time
1.2. Demonstrated leadership skills in workplace
communication
1.3. Made constructive contributions in workplace issues
1.4. Sought workplace issues effectively
1.5. Responded to workplace issues promptly
1.6. Presented information clearly and effectively written form
1.7. Used appropriate sources of information
1.8. Asked appropriate questions
1.9. Provided accurate information
2. Resource The following resources should be provided:
Implications 2.1. Variety of Information
2.2. Communication tools
2.3. Simulated workplace

3. Methods of Competency in this unit must be assessed through

Assessment 3.1. Case problem
3.2. Third-party report
3.3. Portfolio
3.4. Interview
3.5. Demonstration/Role-playing
4. Context for 4.1. Competency may be assessed in the workplace or in
Assessment simulated workplace environment

CS on Virtual Assistant Services Level III 4

UNIT OF COMPETENCY : LEAD SMALL TEAMS
UNIT CODE : 400311320
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes to lead
small teams including setting, maintaining and monitoring
team and individual performance standards.

PERFORMANCE REQUIRED REQUIRED

CRITERIA KNOWLEDGE SKILLS
ELEMENT Italicized terms are
elaborated in the Range of
Variables
1. Provide team 1.1. Work requirements 1.1 Facilitation of 1.1
leadership are identified and Team work Communicatio
presented to team 1.2 Company n skills
members based on policies and required for
company policies and procedures leading teams
procedures relating to work 1.2 Group
1.2. Reasons for performance facilitation
instructions and 1.3 Performance skills
requirements are standards and 1.3 Negotiating
communicated to team expectations skills
members based on 1.4 Monitoring 1.4 Setting
company policies and individual’s and performance
procedures team’s expectation
1.3. Team members’ performance vis
queries and concerns a vis client’s and
are recognized, group’s
discussed and dealt expectations
with based on
company practices

2. Assign 2.1. Responsibilities are 2.1 Work plan and 2.1

responsibilitie allocated having regard procedures Communicatio
s to the skills, knowledge 2.2 Work n skills
and aptitude required requirements 2.2 Management
to undertake the and targets skills
assigned task based 2.2 Individual and 2.3 Negotiating
on company policies. group skills
2.2. Duties are allocated expectations 2.4 Evaluation
having regard to and skills
individual preference, assignments 2.5 Identifying
domestic and personal 2.3 Ways to improve team
considerations, group leadership member’s
whenever possible and membership strengths and
rooms for
improvement
3. Set 3.1 Performance 3.1 One’s roles and 3.1
performance expectations are responsibilities Communicatio
in the team n skills

CS on Virtual Assistant Services Level III 5

 PERFORMANCE REQUIRED REQUIRED
CRITERIA KNOWLEDGE SKILLS
ELEMENT Italicized terms are
elaborated in the Range of
Variables
expectations established based on 3.2 Feedback giving 3.2 Accurate
for team client needs and receiving empathy
members 3.2 Performance 3.3 Performance 3.3 Congruence
expectations are based expectation 3.4 Unconditional
on individual team positive regard
members knowledge, 3.5 Handling of
skills and aptitude Feedback
3.3 Performance
expectations are
discussed and
disseminated to
individual team
members
4. Supervised 4.1 Performance is 4.1 Performance 4.1
team monitored based on Coaching Communicatio
performance defined performance 4.2 Performance n skills
criteria and/or management required for
assignment 4.3 Performance leading teams
instructions Issues 4.2 Coaching skill
4.2 Team members are
provided with
feedback, positive
support and advice on
strategies to overcome
any deficiencies based
on company practices
4.3 Performance issues
which cannot be
rectified or addressed
within the team are
referenced to
appropriate personnel
according to employer
policy
4.4 Team members are
kept informed of any
changes in the priority
allocated to
assignments or tasks
which might impact on
client/customer needs
and satisfaction
4.5 Team operations are
monitored to ensure
that employer/client

CS on Virtual Assistant Services Level III 6

 PERFORMANCE REQUIRED REQUIRED
CRITERIA KNOWLEDGE SKILLS
ELEMENT Italicized terms are
elaborated in the Range of
Variables
needs and
requirements are met
4.6 Follow-up
communication is
provided on all issues
affecting the team
4.7 All relevant
documentation is
completed in
accordance with
company procedures

CS on Virtual Assistant Services Level III 7

RANGE OF VARIABLES

VARIABLE RANGE
May include but not limited to:
1. Work requirements
1.1. Client Profile
1.2. Assignment instructions
May include but not limited to:
2. Team member’s concerns
2.1. Roster/shift details
May include but not limited to:
3. Monitor performance
3.1. Formal process
3.2. Informal process
May include but not limited to:
4. Feedback
4.1. Formal process
4.2. Informal process
May include but not limited to:
5. Performance issues
5.1. Work output
5.2. Work quality
5.3. Team participation
5.4. Compliance with workplace protocols
5.5. Safety
5.6. Customer service

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Maintained or improved individuals and/or team
performance given a variety of possible scenario
1.2. Assessed and monitored team and individual
performance against set criteria
1.3. Represented concerns of a team and individual to next
level of management or appropriate specialist and to
negotiate on their behalf
1.4. Allocated duties and responsibilities, having regard to
individual’s knowledge, skills and aptitude and the needs
of the tasks to be performed
1.5. Set and communicated performance expectations for a
range of tasks and duties within the team and provided
feedback to team members
2. Resource The following resources should be provided:
Implications 2.1. Access to relevant workplace or appropriately simulated
environment where assessment can take place
2.2. Materials relevant to the proposed activity or task
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1. Written Examination
3.2. Oral Questioning
3.3. Portfolio
4. Context for 4.1. Competency may be assessed in actual workplace or at
Assessment the designated TESDA Accredited Assessment Center

CS on Virtual Assistant Services Level III 8

UNIT OF COMPETENCY: APPLY CRITICAL THINKING AND PROBLEM-SOLVING
TECHNIQUES IN THE WORKPLACE
UNIT CODE : 400311321
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required
to solve problems in the workplace including the application
of problem solving techniques and to determine and resolve
the root cause/s of specific problems in the workplace.

PERFORMANCE CRITERIA REQUIRED REQUIRED SKILLS

Italicized terms are KNOWLEDGE
ELEMENT
elaborated in the Range of
Variables
1. Examine 1.1. Variances are examined 1.1. Competence includes 1.1. Using range of
specific from normal operating a thorough analytical
workplace parameters; and product knowledge and techniques (e.g.,
challenges quality. understanding of the planning,
1.2. Extent, cause and nature process, normal attention,
of the specific problem operating simultaneous and
are defined through parameters, and successive
observation, investigation product quality to processing of
and analytical recognize non- information) in
techniques. standard situations. examining
1.3. Problems are clearly 1.2. Competence to specific
stated and specified. include the ability to challenges in the
apply and explain, workplace.
enough for the 1.2. Identifying extent
identification of and causes of
fundamental causes specific
of specific workplace challenges in the
challenges. workplace.
1.3. Relevant equipment
and operational
processes.
1.4. Enterprise goals,
targets and
measures.
1.5. Enterprise quality
OHS and
environmental
requirement.
1.6. Enterprise
information systems
and data collation
1.7. Industry codes and
standards.
2. Analyze the 2.1. Possible causes of 2.1 Competence includes 2.1 Using range of
causes of specific problems are a thorough analytical
specific identified based on knowledge and techniques (e.g.,
workplace experience and the use understanding of the planning,
challenges. of problem solving tools / process, normal attention,
analytical techniques. operating simultaneous
2.2. Possible cause parameters, and and successive
statements are product quality to processing of
information) in

CS on Virtual Assistant Services Level III 9

 PERFORMANCE CRITERIA REQUIRED REQUIRED SKILLS
Italicized terms are KNOWLEDGE
ELEMENT
elaborated in the Range of
Variables
developed based on recognize non- examining
findings. standard situations. specific
2.3. Fundamental causes are 2.2 Competence to challenges in the
identified per results of include the ability to workplace.
investigation conducted. apply and explain, 2.2 Identifying extent
sufficient for the and causes of
identification of specific
fundamental cause, challenges in the
determining the workplace.
corrective action and 2.3 Providing clear-
provision of cut findings on
recommendations. the nature of
2.3 Relevant equipment each identified
and operational workplace
processes. challenges.
2.4 Enterprise goals,
targets and
measures.
2.5 Enterprise quality
OSH and
environmental
requirement.
2.6 Enterprise
information systems
and data collation.
2.7 Industry codes and
standards.
3. Formulate 3.1. All possible options are 3.1. Competence to 3.1. Using range of
resolutions to considered for resolution include the ability to analytical
specific of the problem. apply and explain, techniques (e.g.,
workplace 3.2. Strengths and sufficient for the planning,
challenges weaknesses of possible identification of attention,
options are considered. fundamental cause, simultaneous and
3.3. Corrective actions are determining the successive
determined to resolve the corrective action and processing of
problem and possible provision of information) in
future causes. recommendations examining
3.4. Action plans are 3.2. Relevant equipment specific
developed identifying and operational challenges in the
measurable objectives, processes workplace.
resource needs and 3.3. Enterprise goals, 3.2. Identifying extent
timelines in accordance targets and and causes of
with safety and operating measures specific
procedures 3.4. Enterprise quality challenges in the
OSH and workplace.
environmental 3.3. Providing clear-
requirement cut findings on
3.5. Principles of decision the nature of
making strategies each identified
and techniques workplace
challenges.

CS on Virtual Assistant Services Level III 10

 PERFORMANCE CRITERIA REQUIRED REQUIRED SKILLS
Italicized terms are KNOWLEDGE
ELEMENT
elaborated in the Range of
Variables
3.6. Enterprise 3.4. Devising,
information systems communicating,
and data collation implementing and
3.7. Industry codes and evaluating
standards strategies and
techniques in
addressing
specific
workplace
challenges.
4. Implement 4.1. Action plans are 4.1 Competence to 4.1 Using range of
action plans implemented and include the ability to analytical
and evaluated. apply and explain, techniques
communicate 4.2. Results of plan sufficient for the (e.g., planning,
results implementation and identification of attention,
recommendations are fundamental cause, simultaneous
prepared. determining the and successive
4.3. Recommendations are corrective action processing of
presented to appropriate and provision of information) in
personnel. recommendations examining
4.4. Recommendations are 4.2. Relevant equipment specific
followed-up, if required. and operational challenges in
processes the workplace.
4.3 Enterprise goals, 4.2 Identifying
targets and extent and
measures causes of
4.4 Enterprise quality, specific
OSH and challenges in
environmental the workplace.
requirement 4.3 Providing clear-
4.5 Principles of cut findings on
decision making the nature of
strategies and each identified
techniques workplace
4.6 Enterprise challenges.
information systems 4.4 Devising,
and data collation communicating,
4.7 Industry codes and implementing
standards and evaluating
strategies and
techniques in
addressing
specific
workplace
challenges.

CS on Virtual Assistant Services Level III 11

RANGE OF VARIABLES

VARIABLES RANGE
1. Parameters May include but not limited to:
1.1 Processes
1.2 Procedures
1.3 Systems
2. Analytical techniques May include but not limited to:
2.1. Brainstorming
2.2. Intuitions/Logic
2.3. Cause and effect diagrams
2.4. Pareto analysis
2.5. SWOT analysis
2.6. Gant chart, Pert CPM and graphs
2.7. Scattergrams
3. Problem May include but not limited to:
3.1. Routine, non – routine and complex workplace
and quality problems
3.2. Equipment selection, availability and failure
3.3. Teamwork and work allocation problem
3.4. Safety and emergency situations and incidents
3.5. Risk assessment and management
4. Action plans May include but not limited to:
4.1. Priority requirements
4.2. Measurable objectives
4.3. Resource requirements
4.4. Timelines
4.5. Co-ordination and feedback requirements
4.6. Safety requirements
4.7. Risk assessment
4.8. Environmental requirements

CS on Virtual Assistant Services Level III 12

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Examined specific workplace challenges.
1.2. Analyzed the causes of specific workplace challenges.
1.3. Formulated resolutions to specific workplace
challenges.
1.4. Implemented action plans and communicated results
on specific workplace challenges.

2. Resource 2.1. Assessment will require access to an operating plant

Implications over an extended period of time, or a suitable method
of gathering evidence of operating ability over a range
of situations. A bank of scenarios / case studies / what
ifs will be required as well as bank of questions which
will be used to probe the reason behind the observable
action.
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1. Observation
3.2. Case Formulation
3.3. Life Narrative Inquiry
3.4. Standardized test
The unit will be assessed in a holistic manner as is practical
and may be integrated with the assessment of other relevant
units of competency. Assessment will occur over a range of
situations, which will include disruptions to normal, smooth
operation. Simulation may be required to allow for timely
assessment of parts of this unit of competency. Simulation
should be based on the actual workplace and will include
walk through of the relevant competency components.

These assessment activities should include a range of

problems, including new, unusual and improbable situations
that may have happened.
4. Context for 4.1. In all workplace, it may be appropriate to assess this
Assessment unit concurrently with relevant teamwork or operation
units.

CS on Virtual Assistant Services Level III 13

 UNIT OF COMPETENCY : WORK IN A DIVERSE ENVIRONMENT
UNIT CODE : 400311322
UNIT DESCRIPTOR : This unit covers the outcomes required to work effectively
in a workplace characterized by diversity in terms of
religions, beliefs, races, ethnicities and other differences.

PERFORMANCE CRITERIA
Italicized terms are REQUIRED REQUIRED SKILLS
ELEMENT elaborated in the Range of KNOWLEDGE
Variables
1. Develop an 1.1. Individual differences 1.1. Understanding 1.1. Applying cross-
individual’s with clients, customers cultural diversity in cultural
cultural and fellow workers are the workplace communication
awareness recognized and 1.2. Norms of behavior for skills (i.e. different
and sensitivity respected in accordance interacting and business
with enterprise policies dialogue with specific customs, beliefs,
and core values. groups communication
1.2. Differences are (e. g., Muslims and strategies)
responded to in a other non-Christians, 1.2. Showing affective
sensitive and considerate non-Catholics, skills –
manner tribes/ethnic groups, establishing
1.3. Diversity is foreigners) rapport and
accommodated using 1.3. Different methods of empathy,
appropriate verbal and verbal and non-verbal understanding,
non-verbal communication in a etc.
communication. multicultural setting 1.3. Demonstrating
openness and
flexibility in
communication
1.4. Recognizing
diverse groups in
the workplace
and community
as defined by
divergent culture,
religion, traditions
and practices

2. Work 2.1 Knowledge, skills and 2.1 Value of diversity in 2.1 Demonstrating
effectively in experiences of others the economy and cross-cultural
an are recognized and society in terms of communication
environment documented in relation Workforce skills and active
that to team objectives. development listening
acknowledges 2.2 Fellow workers are 2.2 Importance of 2.2 Recognizing
and values encouraged to utilize and inclusiveness in a diverse groups in
cultural share their specific diverse environment the workplace and
diversity qualities, skills or 2.3 Shared vision and community as
backgrounds with other understanding of defined by
team members and and commitment to divergent culture,
clients to enhance work team, departmental, religion, traditions
outcomes. and organizational and practices
2.3 Relations with customers goals and objectives 2.3 Demonstrating
and clients are 2.4 Strategies for collaboration skills
maintained to show that customer service
excellence

CS on Virtual Assistant Services Level III 14

 PERFORMANCE CRITERIA
Italicized terms are REQUIRED REQUIRED SKILLS
ELEMENT elaborated in the Range of KNOWLEDGE
Variables
diversity is valued by the 2.4 Exhibiting
business. customer service
excellence

3. Identify 3.1 Diversity-related 3.1 Value, and leverage 3.1 Addressing

common conflicts within the of cultural diversity diversity-related
issues in a workplace are effectively 3.2 Inclusivity and conflicts in the
multicultural addressed and resolved. conflict resolution workplace
and diverse 3.2 Discriminatory behaviors 3.3 Workplace 3.2 Eliminating
environment towards harassment discriminatory
customers/stakeholders 3.4 Change behavior towards
are minimized and management and customers and
addressed accordingly. ways to overcome co-workers
3.3 Change management resistance to change 3.3 Utilizing change
policies are in place 3.5 Advanced strategies management
within the organization. for customer service policies in the
excellence workplace

CS on Virtual Assistant Services Level III 15

RANGE OF VARIABLES

VARIABLE RANGE
1. Diversity This refers to diversity in both the workplace and the
community and may include divergence in :
1.1 Religion
1.2 Ethnicity, race or nationality
1.3 Culture
1.4 Gender, age or personality
1.5 Educational background
2. Diversity-related conflicts May include conflicts that result from:
2.1 Discriminatory behaviors
2.2 Differences of cultural practices
2.3 Differences of belief and value systems
2.4 Gender-based violence
2.5 Workplace bullying
2.6 Corporate jealousy
2.7 Language barriers
2.8 Individuals being differently-abled persons
2.9 Ageism (negative attitude and behavior towards
old people)

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1 Adjusted language and behavior as required by
interactions with diversity
1.2 Identified and respected individual differences in
colleagues, clients and customers
1.3 Applied relevant regulations, standards and
codes of practice
2. Resource Implications The following resources should be provided:
2.1 Access to workplace and resources
2.2 Manuals and policies on Workplace Diversity
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1 Demonstration or simulation with oral
questioning
3.2 Group discussions and interactive activities
3.3 Case studies/problems involving workplace
diversity issues
3.4 Third-party report
3.5 Written examination
3.6 Role Plays
4. Context for Competency assessment may occur in workplace or
Assessment any appropriately simulated environment

CS on Virtual Assistant Services Level III 16

UNIT OF COMPETENCY: PROPOSE METHODS OF APPLYING LEARNING AND
INNOVATION IN THE ORGANIZATION
UNIT CODE : 400311323
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required
to assess general obstacles in the application of learning
and innovation in the organization and to propose practical
methods of such in addressing organizational challenges.
PERFORMANCE CRITERIA REQUIRED REQUIRED SKILLS
ELEMENT Italicized terms are elaborated KNOWLEDGE
in the Range of Variables
1. Assess work 1.1. Reasons for innovation 1.1 Seven habits of 1.1 Demonstrating
procedures, are incorporated to work highly effective collaboration and
processes procedures. people. networking skills.
and systems 1.2. Models of innovation 1.2 Character strengths 1.2 Applying basic
in terms of are researched. that foster research and
innovative 1.3. Gaps or barriers to innovation and evaluation skills
practices innovation in one’s work learning 1.3 Generating
area are analyzed. (Christopher insights on how to
1.4. Staff who can support Peterson and Martin improve
and foster innovation in Seligman, 2004) organizational
the work procedure are 1.3 Five minds of the procedures,
identified. future concepts processes and
(Gardner, 2007). systems through
1.4 Adaptation concepts innovation.
in neuroscience
(Merzenich, 2013).
1.5 Transtheoretical
model of behavior
change (Prochaska,
DiClemente, &
Norcross, 1992).
2. Generate 2.1 Ideas for innovative work 2.1 Seven habits of 2.1 Assessing
practical procedure to foster highly effective readiness for
action plans innovation using people. change on simple
for improving individual and group 2.2 Character strengths work procedures,
work techniques are that foster processes and
procedures, conceptualized innovation and systems.
processes 2.2 Range of ideas with learning 2.2 Generating
other team members and (Christopher insights on how to
colleagues are evaluated Peterson and Martin improve
and discussed Seligman, 2004) organizational
2.3 Work procedures and 2.3 Five minds of the procedures,
processes subject to future concepts processes and
change are selected (Gardner, 2007). systems through
based on workplace 2.4 Adaptation concepts innovation.
requirements (feasible in neuroscience 2.3 Facilitating action
and innovative). (Merzenich, 2013). plans on how to
2.4 Practical action plans are 2.5 Transtheoretical apply innovative
proposed to facilitate model of behavior procedures in the
simple changes in the change (Prochaska, organization.
work procedures, DiClemente, &
processes and systems. Norcross, 1992).
2.5 Critical inquiry is
applied and used to

CS on Virtual Assistant Services Level III 17

 PERFORMANCE CRITERIA REQUIRED REQUIRED SKILLS
ELEMENT Italicized terms are elaborated KNOWLEDGE
in the Range of Variables
facilitate discourse on
adjustments in the
simple work procedures,
processes and systems.
3. Evaluate the 3.1 Work structure is 3.1 Five minds of the 3.1 Generating
effectiveness analyzed to identify the future concepts insights on how
of the impact of the new work (Gardner, 2007). to improve
proposed procedures 3.2 Adaptation organizational
action plans 3.2 Co-workers/key concepts in procedures,
personnel is consulted neuroscience processes and
to know who will be (Merzenich, 2013). systems through
involved with or affected 3.3 Transtheoretical innovation.
by the work procedure model of behavior 3.2 Facilitating
3.3 Work instruction change action plans on
operational plan of the (Prochaska, how to apply
new work procedure is DiClemente, & innovative
developed and Norcross, 1992). procedures in
evaluated. the organization.
3.4 Feedback and 3.3 Communicating
suggestion are results of the
recorded. evaluation of the
3.5 Operational plan is proposed and
updated. implemented
3.6 Results and impact on changes in the
the developed work workplace
instructions are procedures and
reviewed systems.
3.7 Results of the new work 3.4 Developing
procedure are action plans for
evaluated continuous
3.8 Adjustments are improvement on
recommended based the basic
on results gathered systems,
processes and
procedures in
the organization.

CS on Virtual Assistant Services Level III 18

RANGE OF VARIABLES

VARIABLE RANGE
1. Reasons May include but not limited to:
1.1. Strengths and weaknesses of the current
systems, processes and procedures.
1.2. Opportunities and threats of the current
systems, processes and procedures.
2. Models of innovation May include but not limited to:
2.1. Seven habits of highly effective people.
2.2. Five minds of the future concepts (Gardner,
2007).
2.3. Neuroplasticity and adaptation strategies.
3. Workplace May include but not limited to:
requirements 3.1. Feasible
3.2. Innovative
4. Gaps or barriers May include but not limited to:
4.1. Machine
4.2. Manpower
4.3. Methods
4.4. Money
5. Critical Inquiry May include but not limited to:
5.1. Preparation.
5.2. Discussion.
5.3. Clarification of goals.
5.4. Negotiate towards a Win-Win outcome.
5.5. Agreement.
5.6. Implementation of a course of action.
5.7. Effective verbal communication. See our pages:
Verbal Communication and Effective Speaking.
5.8. Listening.
5.9. Reducing misunderstandings is a key part of
effective negotiation.
5.10. Rapport Building.
5.11. Problem Solving.
5.12. Decision Making.
5.13. Assertiveness.
5.14. Dealing with Difficult Situations.

CS on Virtual Assistant Services Level III 19

 EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Established the reasons why innovative
systems are required
1.2. Established the goals of a new innovative
system
1.3. Analyzed current organizational systems to
identify gaps and barriers to innovation.
1.4. Assessed work procedures, processes and
systems in terms of innovative practices.
1.5. Generated practical action plans for improving
work procedures, and processes.
1.6. Reviewed the trial innovative work system
and adjusted reflect evaluation feedback,
knowledge management systems and future
planning.
1.7. Evaluated the effectiveness of the proposed
action plans.
2. Resource Implications The following resources should be provided:
2.1. Pens, papers and writing implements.
2.2. Cartolina.
2.3. Manila papers
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1. Psychological and behavioral Interviews.
3.2. Performance Evaluation.
3.3. Life Narrative Inquiry.
3.4. Review of portfolios of evidence and third-party
workplace reports of on-the-job performance.
3.5. Sensitivity analysis.
3.6. Organizational analysis.
3.7. Standardized assessment of character
strengths and virtues applied.
4. Context for Assessment Competency may be assessed individually in the
actual workplace or simulation environment in
TESDA accredited institutions.

CS on Virtual Assistant Services Level III 20

 UNIT OF COMPETENCY: USE INFORMATION SYSTEMATICALLY
UNIT CODE : 400311324
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required
to use technical information systems, apply information
technology (IT) systems and edit, format & check information.

PERFORMANCE CRITERIA REQUIRED REQUIRED SKILLS

ELEMENT Italicized terms are KNOWLEDGE
elaborated in the Range of
Variables
1. Use technical 1.1. Information are 1.1. Application in 1.1. Collating
information collated and organized collating information
into a suitable form for information 1.2. Operating
reference and use 1.2. Procedures for appropriate and
1.2. Stored information are inputting, valid procedures
classified so that it can maintaining and for inputting,
be quickly identified archiving maintaining and
and retrieved when information archiving
needed 1.3. Guidance to people information
1.3. Guidance are advised who need to find 1.3. Advising and
and offered to people and use information offering guidance
who need to find and 1.4. Organize to people who
use information information need to find and
1.5. classify stored use information
information for 1.4. Organizing
identification and information into a
retrieval suitable form for
1.6. Operate the reference and use
technical 1.5. Classifying stored
information system information for
by using agreed identification and
procedures retrieval
1.6. Operating the
technical
information
system by using
agreed
procedures
2. Apply 2.1. Technical information 2.1. Attributes and 2.1. Identifying
information system is operated limitations of attributes and
technology using agreed available software limitations of
(IT) procedures tools available software
2.2. Appropriate and valid 2.2. Procedures and tools
procedures are operated work instructions for 2.2. Using procedures
for inputting, maintaining the use of IT and work
and archiving 2.3. Operational instructions for the
information requirements for IT use of IT
2.3. Software required are systems 2.3. Describing
utilized to execute the 2.4. Sources and flow operational
project activities paths of data requirements for IT
2.4. Information and data 2.5. Security systems systems
obtained are handled, and measures that 2.4. Identifying sources
edited, formatted and can be used and flow paths of
checked from a range of 2.6. Extract data and data
format reports

CS on Virtual Assistant Services Level III 21

 PERFORMANCE CRITERIA REQUIRED REQUIRED SKILLS
ELEMENT Italicized terms are KNOWLEDGE
elaborated in the Range of
Variables
internal and external 2.7. Methods of entering 2.5. Determining
sources and processing security systems
2.5. Information are information and measures that
extracted, entered, and 2.8. WWW enabled can be used
processed to produce applications 2.6. Extracting data and
the outputs required by format reports
customers 2.7. Describing
2.6. Own skills and methods of
understanding are entering and
shared to help others processing
2.7. Specified security information
measures are 2.8. Using WWW
implemented to protect applications
the confidentiality and
integrity of project data
held in IT systems

3. Edit, format 3.1 Basic editing techniques 3.1 Basic file-handling 3.1 Using basic file-
and check are used techniques handling
information 3.2 Accuracy of documents 3.2 Techniques in techniques is used
are checked checking documents for the software
3.3 Editing and formatting 3.3 Techniques in 3.2 Using different
tools and techniques are editing and techniques in
used for more complex formatting checking
documents 3.4 Proof reading documents
3.4 Proof reading techniques techniques 3.3 Applying editing
is used to check that and formatting
documents look techniques
professional 3.4 Applying proof
reading techniques

CS on Virtual Assistant Services Level III 22

 RANGE OF VARIABLES

VARIABLE RANGE
1. Information May include but not limited to:
1.1. Property
1.2. Organizational
1.3. Technical reference
2. Technical information May include but not limited to:
2.1. paper based
2.2. electronic
3. Software May include but not limited to:
3.1. spreadsheets
3.2. databases
3.3. word processing
3.4. presentation
4. Sources May include but not limited to:
4.1. other IT systems
4.2. manually created
4.3. within own organization
4.4. outside own organization
4.5. geographically remote
5. Customers May include but not limited to:
5.1. colleagues
5.2. company and project management
5.3. clients
6. Security measures May include but not limited to:
6.1. access rights to input;
6.2. passwords;
6.3. access rights to outputs;
6.4. data consistency and back-up;
6.5. recovery plans

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Used technical information systems and information
technology
1.2. Applied information technology (IT) systems
1.3. Edited, formatted and checked information
2. Resource Implications The following resources should be provided:
2.1. Computers
2.2. Software and IT system
3. Methods of Assessment Competency in this unit MUST be assessed through:
3.1. Direct Observation
3.2. Oral interview and written test
4. Context for Assessment 4.1. Competency may be assessed individually in the
actual workplace or through accredited institution

CS on Virtual Assistant Services Level III 23

 UNIT OF COMPETENCY : EVALUATE OCCUPATIONAL SAFETY AND HEALTH
WORK PRACTICES
UNIT CODE : 400311325
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes
required to interpret Occupational Safety and Health
practices, set OSH work targets, and evaluate
effectiveness of Occupational Safety and Health work
instructions
PERFORMANCE CRITERIA
Italicized terms are REQUIRED REQUIRED
ELEMENT
elaborated in the Range of KNOWLEDGE SKILLS
Variables
1. Interpret 1.1 OSH work practices 1.1. OSH work practices 1.1. Communication
Occupational issues are identified issues skills
Safety and relevant to work 1.2. OSH work standards 1.2. Interpersonal
Health requirements 1.3. General OSH skills
practices 1.2 OSH work standards and principles and 1.3. Critical thinking
procedures are determined legislations skills
based on applicability to 1.4. Company/ workplace 1.4. Observation
nature of work policies/ guidelines skills
1.3 Gaps in work practices are 1.5. Standards and safety
identified related to relevant requirements of work
OSH work standards process and
procedures
2. Set OSH work 2.1 Relevant work information 2.1. OSH work targets 2.1. Communication
targets are gathered necessary to 2.2. OSH Indicators skills
determine OSH work 2.3. OSH work 2.2. Collaborating
targets instructions skills
2.2 OSH Indicators based on 2.4. Safety and health 2.3. Critical thinking
gathered information are requirements of tasks skills
agreed upon to measure 2.5. Workplace guidelines 2.4. Observation
effectiveness of workplace on providing feedback skills
OSH policies and on OSH and security
procedures concerns
2.3 Agreed OSH indicators are 2.6. OSH regulations
endorsed for approval from Hazard control
appropriate personnel procedures
2.4 OSH work instructions 2.7. OSH trainings
are received in accordance relevant to work
with workplace policies and
procedures*
3. Evaluate 3.1 OSH Practices are 3.1. OSH Practices 3.1. Critical thinking
effectiveness observed based on 3.2. OSH metrics skills
of workplace standards 3.3. OSH Evaluation 3.2. Evaluating skills
Occupational 3.2 Observed OSH practices Techniques
Safety and are measured against 3.4. OSH work standards
Health work approved OSH metrics
instructions 3.3 Findings regarding
effectiveness are assessed
and gaps identified are
implemented based on
OSH work standards

CS on Virtual Assistant Services Level III 24

RANGE OF VARIABLES

VARIABLE RANGE
1. OSH Work May include but not limited to:
Practices Issues 1.1 Workers’ experience/observance on presence of work
hazards
1.2 Unsafe/unhealthy administrative arrangements
(prolonged work hours, no break-time, constant overtime,
scheduling of tasks)
1.3 Reasons for compliance/non-compliance to use of PPEs
or other OSH procedures/policies/ guidelines
2. OSH Indicators May include but not limited to:
2.1 Increased of incidents of accidents, injuries
2.2 Increased occurrence of sickness or health
complaints/symptoms
2.3 Common complaints of workers’ related to OSH
2.4 High absenteeism for work-related reasons
3. OSH Work May include but not limited to:
Instructions 3.1 Preventive and control measures, and targets
3.2 Eliminate the hazard (i.e., get rid of the dangerous
machine
3.3 Isolate the hazard (i.e. keep the machine in a closed room
and operate it remotely; barricade an unsafe area off)
3.4 Substitute the hazard with a safer alternative (i.e., replace
the machine with a safer one)
3.5 Use administrative controls to reduce the risk (i.e. give
trainings on how to use equipment safely; OSH-related
topics, issue warning signages, rotation/shifting work
schedule)
3.6 Use engineering controls to reduce the risk (i.e. use safety
guards to machine)
3.7 Use personal protective equipment
3.8 Safety, Health and Work Environment Evaluation
3.9 Periodic and/or special medical examinations of workers
4. OSH metrics May include but not limited to:
4.1 Statistics on incidence of accidence and injuries
4.2 Morbidity (Type and Number of Sickness)
4.3 Mortality (Cause and Number of Deaths)
4.4 Accident Rate

CS on Virtual Assistant Services Level III 25

 EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Identify OSH work practices issues relevant to
work requirements
1.2. Identify gaps in work practices related to
relevant OSH work standards
1.3. Agree upon OSH Indicators based on gathered
information to measure effectiveness of
workplace OSH policies and procedures
1.4. Receive OSH work instructions in accordance
with workplace policies and procedures
1.5. Compare Observed OSH practices with against
approved OSH work instructions
1.6. Assess findings regarding effectiveness based
on OSH work standards
2. Resource Implications The following resources should be provided:
2.1 Facilities, materials, tools and equipment
necessary for the activity
3. Methods of Assessment Competency in this unit may be assessed through:
3.1 Observation/Demonstration with oral
questioning
3.2 Third party report
3.3 Written exam

4. Context for Assessment 4.1 Competency may be assessed in the work

place or in a simulated work place setting

CS on Virtual Assistant Services Level III 26

 UNIT OF COMPETENCY : EVALUATE ENVIRONMENTAL WORK PRACTICES
UNIT CODE : 400311326
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitude to
interpret environmental Issues, establish targets to evaluate
environmental practices and evaluate effectiveness of
environmental practices

PERFORMANCE CRITERIA
REQUIRED REQUIRED
ELEMENTS Italicized terms are elaborated in
KNOWLEDGE SKILLS
the Range of Variables
1. Interpret 1.1 Environmental work practices 1.1 Environmental 1.1. Analyzing
environmental issues are identified relevant to Issues Environment
practices, work requirements 1.2 Environmental al Issues and
policies and 1.2 Environmental Standards and Work Concerns
procedures Procedures nature of work are Procedures 1.2. Critical
determined based on 1.3 Environmental thinking
Applicability to nature of work Laws 1.3. Problem
1.3 Gaps in work practices related 1.4 Environmental Solving
to Environmental Standards Hazardous and 1.4. Observation
and Procedures are identified Non-Hazardous Skills
Materials
1.5 Environmental
required license,
registration or
certification
2. Establish 2.1. Relevant information is gathered 2.1. Environmental 2.1. Investigative
targets to necessary to determine Indicators Skills
evaluate environmental work targets 2.2. Relevant 2.2. Critical
environmental 2.2. Environmental Indicators based Environment thinking
practices on gathered information are set Personnel or 2.3. Problem
to measure environmental work expert Solving
targets 2.3. Relevant 2.4. Observation
2.3. Indicators are verified with Environmental Skills
appropriate personnel Trainings and
Seminars
3. Evaluate 3.1. Work environmental practices 1.1. Environmental 3.1 Documentation
effectiveness of are recorded based on Practices and Record
environmental workplace standards 1.2. Environmental Keeping Skills
practices 3.2. Recorded work environmental Standards and 3.2 Critical thinking
practices are compared against Procedures 3.3 Problem
planned indicators Solving
3.3. Findings regarding 3.4 Observation
effectiveness are assessed and Skills
gaps identified are implemented
based on environment work
standards and procedures
3.4. Results of environmental
assessment are conveyed to
appropriate personnel

CS on Virtual Assistant Services Level III 27

RANGE OF VARIABLES

VARIABLE RANGE
1. Environmental Practices May include but not limited to:
Issues 1.1 Water Quality
1.2 National and Local Government Issues
1.3 Safety
1.4 Endangered Species
1.5 Noise
1.6 Air Quality
1.7 Historic
1.8 Waste
1.9 Cultural

2. Environmental Indicators May include but not limited to:

2.1 Noise level
2.2 Lighting (Lumens)
2.3 Air Quality - Toxicity
2.4 Thermal Comfort
2.5 Vibration
2.6 Radiation
2.7 Quantity of the Resources
2.8 Volume

CS on Virtual Assistant Services Level III 28

 EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Identified environmental issues relevant to work
requirements
1.2. Identified gaps in work practices related to
Environmental Standards and Procedures
1.3. Gathered relevant information necessary to determine
environmental work targets
1.4. Set environmental indicators based on gathered
information to measure environmental work targets
1.5. Recorded work environmental practices are recorded
based on workplace standards
1.6. Conveyed results of environmental assessment to
appropriate personnel
2. Resource The following resources should be provided:
Implications 2.1 Workplace/Assessment location
2.2 Legislation, policies, procedures, protocols and local
ordinances relating to environmental protection
2.3 Case studies/scenarios relating to environmental
protection
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1 Written/ Oral Examination
3.2 Interview/Third Party Reports
3.3 Portfolio (citations/awards from GOs and NGOs,
certificate of training – local and abroad)
3.4 Simulations and role-plays
4. Context for 4.1 Competency may be assessed in actual workplace or
Assessment at the designated TESDA center.

CS on Virtual Assistant Services Level III 29

 UNIT OF COMPETENCY : FACILITATE ENTREPRENEURIAL SKILLS FOR
MICRO-SMALL-MEDIUM ENTERPRISES (MSMEs)
UNIT CODE : 400311327
UNIT DESCRIPTOR : This unit covers the outcomes required to build, operate
and grow a micro/small-scale enterprise.
PERFORMANCE CRITERIA
REQUIRED REQUIRED
ELEMENT Italicized terms are elaborated in
KNOWLEDGE SKILLS
the Range of Variables
1. Develop and 1.1 Appropriate business 1.1 Business 1.1 Basic
maintain strategies are determined and models and bookkeeping/
micro-small- set for the enterprise based on strategies accounting
medium current and emerging business 1.2 Types and skills
enterprise environment. categories of 1.2 Communication
(MSMEs) 1.2 Business operations are businesses skills
skills in the monitored and controlled 1.3 Business 1.3 Building
organization following established operation relations with
procedures. 1.4 Basic customer and
1.3 Quality assurance measures are Bookkeeping employees
implemented consistently. 1.5 Business 1.4 Building
1.4 Good relations are maintained internal controls competitive
with staff/workers. 1.6 Basic quality advantage of
1.5 Policies and procedures on control and the enterprise
occupational safety and health assurance
and environmental concerns are concepts
constantly observed. 1.7 Government
and regulatory
processes
2. Establish and 2.1 Good customer relations are 2.1 Public relations 2.1 Building
Maintain maintained concepts customer
client- 2.2 New customers and markets are 2.2 Basic product relations
base/market identified, explored and reached promotion 2.2 Individual
out to. strategies marketing skills
2.3 Promotions/Incentives are 2.3 Basic market 2.3 Using basic
offered to loyal customers and feasibility advertising
2.4 Additional products and services studies (posters/
are evaluated and tried where 2.4 Basic business tarpaulins,
feasible. ethics flyers, social
2.5 Promotional/advertising media, etc.)
initiatives are carried out
where necessary and feasible.
3. Apply 3.1 Enterprise is built up and 3.1 Cash flow 3.1 Setting
budgeting sustained through judicious management business
and financial control of cash flows. 3.1 Basic financial priorities and
management 3.2 Profitability of enterprise is management strategies
skills ensured though appropriate 3.2 Basic financial 3.2 Interpreting
internal controls. accounting basic financial
3.3 Unnecessary or lower-priority 3.3 Business statements
expenses and purchases are internal controls 3.3 Preparing
avoided. business plans

CS on Virtual Assistant Services Level III 30

RANGE OF VARIABLES

VARIABLE RANGE
1. Business May include but not limited to:
strategies 1.1. Developing/Maintaining niche market
1.2. Use of organic/healthy ingredients
1.3. Environment-friendly and sustainable practices
1.4. Offering both affordable and high-quality products and
services
1.5. Promotion and marketing strategies (e. g., on-line
marketing)
2. Business May include but not limited to:
operations 2.1 Purchasing
2.2 Accounting/Administrative work
2.3 Production/Operations/Sales
3. Internal controls May include but not limited to:
3.1 Accounting systems
3.2 Financial statements/reports
3.3 Cash management
4. Promotional/ May include but not limited to:
Advertising 4.1 Use of tarpaulins, brochures, and/or flyers
initiatives 4.2 Sales, discounts and easy payment terms
4.3 Use of social media/Internet
4.4 “Service with a smile”
4.5 Extra attention to regular customers

EVIDENCE GUIDE
1. Critical aspects Assessment requires evidence that the candidate :
of competency 1.1. Demonstrated basic entrepreneurial skills
1.2. Demonstrated ability to conceptualize and plan a
micro/small enterprise
1.3. Demonstrated ability to manage/operate a micro/small-
scale business
2. Resource The following resources should be provided:
Implications 2.1. Simulated or actual workplace
2.2. Tools, materials and supplies needed to demonstrate the
required tasks
2.3. References and manuals
3. Methods of Competency in this unit may be assessed through :
Assessment 3.1. Written examination
3.2. Demonstration/observation with oral questioning
3.3. Portfolio assessment with interview
3.4. Case problems
4. Context of 4.1. Competency may be assessed in workplace or in a
Assessment simulated workplace setting
4.2. Assessment shall be observed while tasks are being
undertaken whether individually or in-group

CS on Virtual Assistant Services Level III 31

 COMMON COMPETENCIES
UNIT TITLE : APPLY QUALITY STANDARDS
UNIT CODE : ICT315202
UNIT DESCRIPTOR : 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.
PERFORMANCE CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are elaborated in the
Range of Variables KNOWLEDGE SKILLS
1. Assess 1.1. Work instruction is obtained 1.1. Relevant 1.1. Reading
quality of and work is carried out in production skills
received accordance with standard processes, required to
materials operating procedures. materials and interpret
1.2. Received materials are products work
checked against workplace 1.2. Characteristics of instruction
standards and materials, 1.2. Critical
specifications. software and thinking
hardware used in 1.3. Interpreting
1.3. Faulty materials related to
production work
work are identified and
processes instructions
isolated.
1.3. Quality checking
1.4. Faults and any identified procedures
causes are recorded and/or 1.4. Quality Workplace
reported to the supervisor procedures
concerned in accordance 1.5. Identification of
with workplace procedures. faulty materials
1.5. Faulty materials are related to work
replaced in accordance with
workplace procedures.
2. Assess own 2.1 Documentation relative to 2.1.Safety and 2.1. Carry out
work quality within the company environmental work in
is identified and used. aspects of accordance
2.2 Completed work is checked production with OHS
against workplace processes policies and
standards relevant to the 2.2.Fault identification procedures
task undertaken. and reporting
2.3.Workplace
2.3 Errors are identified and
procedure in
isolated.
documenting
2.4 Information on the quality completed work
and other indicators of 2.4.Workplace Quality
production performance are Indicators
recorded in accordance with
workplace procedures.
2.5 In cases of deviations from
specific quality standards,
causes are documented
and reported in accordance
with the workplace’ s

CS on Virtual Assistant Services Level III 32

 PERFORMANCE CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are elaborated in the
Range of Variables KNOWLEDGE SKILLS
standards operating
procedures.

3. Engage in 3.1 Process improvement 3.1. Quality 3.1. Solution

quality procedures are participated improvement providing
improvement in relative to workplace processes and
assignment. 3.2. Company decision-
3.2 Work is carried out in customers making
accordance with process defined 3.2. Practice
improvement procedures. company
process
3.3 Performance of operation or
improvement
quality of product of service
procedure
to ensure customer
satisfaction is monitored.

RANGE OF VARIABLES

VARIABLE RANGE

1 Materials 1.1 Materials may include but not limited to:

1.1.1. Manuals
1.1.2. Job orders
1.1.3. Instructional videos
2 Faults 2.1 Faults may include but not limited to:
2.1.1. Materials not to specification
2.1.2. Materials contain incorrect/outdated
information
2.1.3. Hardware defects
2.1.4. Materials that do not conform with any
regulatory agencies
3 Documentation 3.1 Organization work procedures
3.2 Manufacturer’s instruction manual
3.3 Customer requirements
3.4 Forms
4 Errors 4.1 Errors may be related but not limited to the following:
4.1.1. Deviation from the requirements of the Client
4.1.2. Deviation from the requirement of the
organization
5 Quality standards 5.1 Quality standards may be related but not limited to
the following:
5.1.1. Materials
5.1.2. Hardware

CS on Virtual Assistant Services Level III 33

 5.1.3. Final product
5.1.4. Production processes
5.1.5. Customer service
6 Customer 6.1 Co-worker
6.2 Supplier/Vendor
6.3 Client
6.4 Organization receiving the product or service

CS on Virtual Assistant Services Level III 34

EVIDENCE GUIDE

1 Critical aspect of Assessment requires evidence that candidate:

competency 1.1 Carried out work in accordance with the company’s
standard operating procedures
1.2 Performed task according to specifications
1.3 Reported defects detected in accordance with
standard operating procedures
1.4 Carried out work in accordance with the process
improvement procedures
2 Method of 2.1 The assessor may select two (2) of the following
assessment assessment methods to objectively assess the candidate:
2.1 Observation
2.2 Questioning
2.3 Practical demonstration

3 Resource implication 3.1 Materials, software and hardware to be used in a real

or simulated situation
4 Context of 4.1 Assessment may be conducted in the workplace or in
Assessment a simulated environment

CS on Virtual Assistant Services Level III 35

UNIT TITLE : PERFORM COMPUTER OPERATIONS
UNIT CODE : ICT311203
UNIT DESCRIPTOR : This unit covers the knowledge, skills, (and) attitudes and
values needed to perform computer operations which include
inputting, accessing, producing and transferring data using the
appropriate hardware and software

PERFORMANCE CRITERIA REQUIRED REQUIRED

ELEMENT Italicized terms are elaborated in
the Range of Variables KNOWLEDGE SKILLS
1. Plan and 1.1. Requirements of task are 1.1. Main types of 1.1. Reading and
prepare for determined computers and comprehension
task to be 1.2. Appropriate hardware and basic features of skills required to
undertaken software are selected different operating interpret work
according to task assigned systems instruction and to
and required outcome 1.2. Main parts of a interpret basic user
1.3. Task is planned to ensure computer manuals.
OH&S guidelines and 1.3. Information on 1.2. Communication
procedures are followed hardware and skills to identify
software lines of
1.4. Data security communication,
guidelines request advice,
follow instructions
and receive
feedback.
1.3. Interpreting user
manuals and
security guidelines
2. Input data 2.1. Data are entered into the 2.1. Basic ergonomics 2.1. Technology skills
into computer using appropriate of keyboard and to use equipment
computer program/application in computer user safely including
accordance with company 2.2. Storage devices keyboard skills.
procedures and basic 2.2. Entering data
2.2. Accuracy of information is categories of
checked and information is memory
saved in accordance with 2.3. Relevant types of
standard operating software
procedures
2.3. Inputted data are stored in
storage media according
to requirements
2.4. Work is performed within
ergonomic guidelines
3. Access 3.1. Correct 3.1. General security, 3.1. Accessing
information program/application is privacy legislation information
using selected based on job and copyright 3.2. Searching and
computer requirements 3.2. Productivity browsing files and
3.2. Program/application Application data
containing the information 3.3. Business
required is accessed Application
according to company
procedures
3.3. Desktop icons are
correctly selected, opened
and closed for navigation
purposes

CS on Virtual Assistant Services Level III 36

 PERFORMANCE CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are elaborated in
the Range of Variables KNOWLEDGE SKILLS
3.4. Keyboard techniques are
carried out in line with
OH&S requirements for
safe use of keyboards
4. Produce/ 4.1. Entered data are 4.1. Computer 4.1. Computer data
output data processed using application in processing
using appropriate software printing, scanning 4.2. Printing of data
computer commands and sending 4.3. Transferring files
system 4.2. Data printed out as facsimile and data
required using computer 4.2. Types and
hardware/peripheral function of
devices in accordance with computer
standard operating peripheral
procedures devices
4.3. Files, data are transferred
between compatible
systems using computer
software, hardware/
peripheral devices in
accordance with standard
operating procedures
5. Maintain 5.1. Systems for cleaning, 5.1 Computer 5.1 Removing computer
computer minor maintenance and equipment/syste viruses from
equipment replacement of m basic infected machines
and systems consumables are maintenance 5.2 Making backup files
implemented procedures
5.2. Procedures for ensuring 5.2 Viruses
security of data, including 5.3 OH&S principles
regular back-ups and virus and
checks are implemented in responsibilities
accordance with standard 5.4 Calculating
operating procedures computer
5.3. Basic file maintenance capacity
procedures are 5.5 System Software
implemented in line with 5.6 Basic file
the standard operating maintenance
procedures procedures

CS on Virtual Assistant Services Level III 37

 RANGE OF VARIABLES

VARIABLE RANGE
1. Hardware and 1.1. Personal computers
peripheral devices 1.2. Networked systems
1.3. Communication equipment
1.4. Printers
1.5. Scanners
1.6. Keyboard
1.7. Mouse

2. Software Software includes the following but not limited to:

2.1. Word processing packages
2.2. Data base packages
2.3. Internet
2.4. Spreadsheets

3. OH & S guidelines 3.1. OHS guidelines

3.2. Enterprise procedures

4. Storage media Storage media include the following but not limited to:
4.1. diskettes
4.2. CDs
4.3. zip disks
4.4. hard disk drives, local and remote

5. Ergonomic guidelines 5.1. Types of equipment used

5.2. Appropriate furniture
5.3. Seating posture
5.4. Lifting posture
5.5. Visual display unit screen brightness

6. Desktop icons Icons include the following but not limited to:
6.1. directories/folders
6.2. files
6.3. network devices
6.4. recycle bin

7. Maintenance 7.1. Creating more space in the hard disk

7.2. Reviewing programs
7.3. Deleting unwanted files
7.4. Backing up files
7.5. Checking hard drive for errors
7.6. Using up to date security solution programs
7.7. Cleaning dust from internal and external surfaces

CS on Virtual Assistant Services Level III 38

 EVIDENCE GUIDE

1. Critical aspect of Assessment requires evidence that the candidate:

competency 1.1. Selected and used hardware components correctly
and according to the task requirement
1.2. Identified and explain the functions of both hardware
and software used, their general features and
capabilities
1.3. Produced accurate and complete data in accordance
with the requirements
1.4. Used appropriate devices and procedures to transfer
files/data accurately
1.5. Maintained computer system

2. Method of assessment 2.1. The assessor may select two of the following
assessment methods to objectively assess the
candidate:
2.1.1. Observation
2.1.2. Questioning
2.1.3. Practical demonstration

3. Resource implication 3.1. Computer hardware with peripherals

3.2. Appropriate software

4. Context of Assessment 4.1. Assessment may be conducted in the workplace or in

a simulated work environment

CS on Virtual Assistant Services Level III 39

 CORE COMPETENCIES
UC 1: Communicate and collaborate effectively with clients

UNIT OF COMPETENCY: COLLABORATE WORK ACTIVTIES WITH CLIENTS

UNIT CODE: CS-ICT351201

UNIT DESCRIPTOR: This unit covers the outcomes required in communicating

information about client’s activities, avoiding workplace
miscommunication, communicating thoughts and ideas using
different communication platforms and facilitating cloud-based
collaborative work application.

PERFORMANCE CRITERIA
ELEMENT Required Required
Italicized terms are elaborated in
Knowledge Skills
the Range of Variables
1. Communicate 1.1 Communication platforms to 1.1 Effective verbal 1.1 Effective
information be used is identified based on communication communicatio
about client’s industry standards methods n skills
activities
1.2 Effective and clear 1.2 Business writing 1.2 Writing skills
communication is
demonstrated based on 1.3 Communication 1.3 Analytical
industry standards applications skill
1.4 Workplace
1.3 Verbal and written etiquette 1.4 Empathy
communication is performed
when required based on 1.5 Attention to
industry standards details

1.4 Communication and 1.6 Logical

negotiation skills are applied Thinking
and maintained in all relevant
situations based on industry
standards

1.5 Information about client’s

activities is confirmed with
the client based on industry
standards

2. Avoid 2.1 Communication barriers are 2.1 Culture 2.1 Effective

workplace identified based on industry communicatio
miscommunica standards 2.2 Communication n skills
tion Barriers
2.2 Communication barriers are 2.2 Writing skills
resolved based on industry 2.3 Effective verbal
standards communication 2.3 Analytical
methods skill

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 2.3 Workplace 2.4 Empathy
miscommunications are
avoided based on industry 2.5 Attention to
standards details

2.6 Logical
Thinking
3. Communicate 3.1 Different communication 3.1 Email platforms 3.1 Effective
thoughts and platforms are identified in communicatio
ideas using accordance with client’s 3.2 Social Media n skills
different preference. messaging
communication platforms 3.2 Writing skills
platforms 3.2 Communications are made
through client’s preferred 3.3 Instant 3.3 Analytical
communication platforms Messaging skill
platforms
3.3 Ideas are effectively shared 3.4 Empathy
and relayed in an appropriate 3.4 Other
manner based on industry communication 3.5 Attention to
standards platforms details

3.4 Contingency measures is 3.5 Netiquette 3.6 Logical

utilized based on industry Thinking
standards, when necessary
4. Facilitate 4.1 Required cloud-based 4.1 Cloud 4.1 Effective
cloud-based collaborative work communicatio
collaborative application are identified 4.2 Cloud-based n skills
work based on the client’s applications
application requirements 4.2 Analytical
4.3 File-sharing skill
4.2 Basic functions of cloud- platforms
based collaborative work 4.3 Organization
application are familiarized 4.4 Internet Skills
based on industry standards Collaboration
4.4 Attention to
4.3 Work activities are facilitated 4.5 Connectivity details
through cloud-based
collaborative work application 4.6 Internet 4.5 Logical
based on industry standards Thinking
4.7 Data Privacy
4.4 Confidential information inside Act of 2012
the document is secure based
on industry standards

4.5 Client is notified of the

finished or updated task for
review based on industry
standards

CS on Virtual Assistant Services Level III 41

 RANGE OF VARIABLES

VARIABLE RANGE

1. Communication platforms May include but not limited to:

1.1 Emails
1.2 Social Media
1.3 Instant Messaging Applications
1.4 Channels
2. Information about client’s May include but not limited to:
activities 2.1 Meetings
2.2 Appointments
2.3 Tasks
3. Communication barriers May include but not limited to:
3.1 Cultural Barriers
3.2 Physical Barriers
3.3 Psychological Barriers
3.4 Technological Barriers
4. Ideas May include but not limited to:
Ways on improvement of client’s:
4.1 tasks
4.2 time management
4.3 processes
4.4 procedures
5. Cloud-based collaborative May include but not limited to:
work application 5.1 File-sharing software
5.2 Document Collaborative Software
5.3 Spreadsheet Collaborative Software
5.4 Project Management Tools
5.5 Calendar Management Tools
5.6 Email Management Tools
6. Work activities May include but not limited to:
6.1 monitoring of performance of Virtual Assistants (VAs)
6.2 drafting of contracts
6.3 report generation
6.4 organization of files and documents of the company
7. Contingency measures May include but not limited to:
7.1 using other applications
7.2 use of mobile data
7.3 use of other power source

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 EVIDENCE GUIDE

1. Critical aspects of 1.1 Communicated information about client’s activities

competency 1.2 Avoided workplace miscommunication
1.3 Communicated thoughts and ideas using different
communication platforms
1.4 Facilitated cloud-based collaborative work application
2. Resource implications The following resources should be provided:
2.1 Facilities, equipment, tools, materials and supplies
relevant to the unit of competency
3. Methods of assessment Competency in this unit must be assessed through any or
combination of the following:
3.1 Demonstration with questioning
3.2 Written Test
3.3 Oral questioning/interview
4. Context for assessment 4.1 Competency maybe assessed in actual workplace or at
the designated TESDA accredited Assessment Center

CS on Virtual Assistant Services Level III 43

 UC 2: Utilize office suite applications in the workplace
UNIT OF COMPETENCY: UTILIZE BASE OFFICE SUITE APPLICATIONS

UNIT CODE: CS-ICT351202

UNIT DESCRIPTOR: This unit covers the outcomes required in organizing data
utilizing spreadsheet applications, producing written report using
document processing application and creating presentations
utilizing presentation applications.

PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in Required Required
the Range of Variables Knowledge Skills

1. Organize data 1.1 Client’s requirements are 1.1 Worksheets 1.1 Data Entry
utilizing comprehended based on Skills
spreadsheet industry standards 1.2 Formatting
applications Options 1.2 Organization
1.2 Spreadsheet is accessed Skills
using work account provided 1.3 Design and
by the client/company based Layout Options 1.3 Computational
on company procedures Skills
1.4 Formulas
1.3 Data is inputted and 1.4 Logical
organized in the 1.5 Reports Thinking
spreadsheet application
based on client’s 1.6 Pivot Tables 1.5 Digital Literacy
requirements skills
1.7 Visualizations
1.4 Data is organized according 1.6 Attention to
to client’s requirements 1.8 Work account detail

1.5 Visualizations are utilized 1.7 Effective

based client’s requirements communication
skills
1.6 Data is presented in an easy-
to-understand manner based
on client’s requirements

1.7 Collaboration with the client

is conducted in clarifying
requirements based on
industry standards
2. Produce 2.1 Client’s requirements are 2.1 Document 2.1 Writing Skills
written report comprehended based on Processing
using industry standards Applications 2.2 Data Entry
document Skills
processing 2.2 Document is accessed using 2.2 Formatting
application work account provided by the Options 2.3 Effective
client/company based on Communication
company procedures 2.3 Design and Skills
Layout Options

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 2.3 Information is collated in a 2.4 Organization
systemized manner based on 2.4 Written report Skills
industry standards
2.5 Work account 2.5 Research Skills
2.4 Encoding of data in the
document processing 2.6 Visualizations 2.6 Digital literacy
application based on client’s skills
requirements
2.7 Attention to
2.5 Written report is organized detail
according to client’s
requirements 2.8 Effective
communication
2.6 Written report is presented in skills
an easy-to-understand and
formatted based on client’s
requirements

2.7 PDF manipulations is

performed based on client’s
requirement

2.8 Electronic signing of

document is performed
based on client’s requirement

2.9 Collaboration with the client

is conducted in clarifying
requirements based on
industry standards
3. Create 3.1 Client’s requirements are 3.1 Presentation 3.1 Design Skills
presentations comprehended based on Applications
utilizing industry standards 3.2 Data Entry
presentation 3.2 Formatting Skills
application 3.2 Presentation is accessed Options
using work account provided 3.3 Effective
by the client/company based 3.3 Design and Communicatio
on company procedures Layout Options n Skills

3.3 Graphics and texts to be 3.4 Shapes and 3.4 Organization

used are collated based on Text Skills
client’s requirements
3.5 Transitions and 3.5 Logical
3.4 Presentations are organized Animations Thinking
according to client’s
requirements 3.6 Work account 3.6 Research
Skills
3.5 Presentations are presented
in an eye-catching and 3.7 Attention to
pleasing manner based on detail
industry standards

CS on Virtual Assistant Services Level III 45

 3.6 Collaboration with the client 3.8 Effective
is conducted in clarifying communication
requirements based on skills
industry standards

CS on Virtual Assistant Services Level III 46

 RANGE OF VARIABLES

VARIABLE RANGE

1. Spreadsheet Application May include but not limited to:

1.1. Google Sheets
1.2. MS Excel
1.3. Numbers
1.4. Kingsoft Spreadsheets
2. Written report May include but not limited to:
2.1. Business Reports
2.2. Research
2.3. Summaries
2.4. Proposals
2.5. Letters
2.6. Project Details
2.7. Documentation Reports
3. Presentations May include but not limited to:
3.1. Pitches
3.2. Business Reports
3.3. Documentation Reports
3.4. Summaries
3.5. Project Proposals
3.6. Lecture Materials
4. Client’s requirements May include but not limited to:
4.1. Financial report
4.2. Pitch deck
4.3 Attendance of employees
5. Visualizations May include but not limited to:
5.1. chart
5.2 graphs
5.3 pivot tables
6. PDF manipulations May include but not limited to:
6.1. Splitting
6.2. Extracting
6.3 Converting

CS on Virtual Assistant Services Level III 47

 EVIDENCE GUIDE

1. Critical aspects of 1.1 Organized data utilizing spreadsheet applications

competency 1.2 Produced written report using document processing
application.
1.3 Created presentations utilizing presentation applications
2. Resource implications The following resources should be provided:
2.1 Computer
2.2 Office suite applications
2.3 Sample data
2.4 Sample client’s requirements
3. Methods of assessment Competency in this unit must be assessed through any or
combination of the following:
3.1 Demonstration with questioning
3.2 Written Test
3.3 Oral questioning/interview
4. Context for assessment 4.1 Competency maybe assessed in actual workplace or at
the designated TESDA accredited Assessment Center

CS on Virtual Assistant Services Level III 48

 UC 3: Manage client’s calendar

UNIT OF COMPETENCY: MANAGE CLIENT’S CALENDAR

UNIT CODE: CS-ICT351203

UNIT DESCRIPTOR: This unit covers the outcomes required in advising client on their
schedule, organizing client’s calendar and managing client’s
conflicting schedules.

PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in Required Required
the Range of Variables Knowledge Skills

1. Advise client 1.1 Information about client’s 1.1 Calendar 1.1 Management
on their schedule is communicated to Management Skills
schedule the client based on industry Application
standard 1.2 Organization
1.2 Communication Skills
1.2 Clarifications regarding Platforms
client’s activities are 1.3 Logical
answered based on industry 1.3 Scheduling of Thinking
standards activities
1.4 Effective
1.3 Change in schedule and Communication
client activity is Skills
communicated with the client
based on industry standard
2. Organize 2.1 Calendar software is 2.1 Calendar 2.1 Management
client’s identified based on client’s or Management Skills
calendar company preference Application
2.2 Organization
2.2 Checking time zone of the 2.2 Communication Skills
calendar software is Platforms
performed prior encoding 2.3 Logical
client’s activities 2.3 Events Thinking

2.3 100% of the client’s 2.4 Tasks 2.4 Effective

scheduled activities are Communication
entered into the calendar 2.5 Time zones Skills
software based on industry
standards 2.6 Agendas 2.5 Analytical
Thinking
2.4 Complete information about 2.7 Invitations
the client’s scheduled 2.6 Critical thinking
activities is inputted into the Skills
calendar software based on
industry standards 2.7 Time
management
2.5 Client’s calendar is labelled skills
and color coded based on

CS on Virtual Assistant Services Level III 49

 company or industry 2.8 Attention to
standards detail

3. Manage 3.1 Possible time conflicts in 3.1 Calendar 3.1 Management

client’s activities are anticipated Management Skills
conflicting based on client’s schedule Application
schedules 3.2 Organization
3.2 Other available schedule is 3.2 Communication Skills
coordinated with client Platforms
regarding conflicting 3.3 Logical
schedule based on industry 3.3 Priority Thinking
standards Management
3.4 Effective
3.3 Last-minute changes to 3.4 Conflict Communicatio
client’s activities are handling and n Skills
managed based on industry resolution
standards 3.5 Analytical
3.5 GPS and Maps Thinking
3.4 Last-minute changes to
client’s activities are notified 3.6 Boundary 3.6 Critical thinking
to the other party based on setting Skills
industry standards
3.7 Allowance for 3.7 Time
3.5 Conflicting schedules are errors management
resolved with client based on skills
industry standards
3.8 Negotiation
Skills

3.9 Conflict
handling skills

CS on Virtual Assistant Services Level III 50

 RANGE OF VARIABLES

VARIABLE RANGE

May include but not limited to:

1.1 Google calendar
1. Calendar software
1.2 Outlook
1.3 Calendly
May include but not limited to:
2.1 Change of appointment
2. Last-minute changes to
2.2 General emergencies
client’s activities
2.3 Change of mind of client
2.4 Conflict in schedule
May include but not limited to:
3.1 Client’s customer
3. Other party
3.2 Client’s employee
3.3 Client’s contact person

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 EVIDENCE GUIDE

5. Critical aspects of 5.1 Advised client on their schedule

competency 5.2 Organized client’s calendar
5.3 Managed conflicting schedules
6. Resource implications The following resources should be provided:
6.1 Computer
6.2 Calendar management application
7. Methods of assessment Competency in this unit must be assessed through any or
combination of the following:
7.1 Demonstration with questioning
7.2 Written Test
7.3 Oral questioning/interview
8. Context for assessment 8.1 Competency maybe assessed in actual workplace or at
the designated TESDA accredited Assessment Center

CS on Virtual Assistant Services Level III 52

 UC 4: Manage client’s email

UNIT OF COMPETENCY: MANAGE CLIENT’S EMAIL

UNIT CODE: CS-ICT351204

UNIT DESCRIPTOR: This unit covers the outcomes required in organizing client’s
emails and responding to clients’ emails while maintaining
confidentiality of client’s personal and sensitive information.

PERFORMANCE CRITERIA
Required Required
ELEMENT Italicized terms are elaborated in
Knowledge Skills
the Range of Variables
1. Organize 1.1 Client’s email is accessed 1.1 Email 1.1 Writing Skills
client’s emails through client’s Login Application
credentials based on industry 1.2 Data Entry
standards 1.2 Proper Email Skills
Formats
1.2 Client’s login credentials are 1.3 Management
secured based on data 1.3 Labels and Skills
privacy law and industry Folders
standards 1.4 Organization
1.4 Email Options Skills
1.3 1.Emails are categorized
according to their subjects 1.5 Filters 1.5 Logical
based on company or Thinking
industry standards 1.6 Email
Integrations 1.6 Effective
1.4 Urgent emails are identified Communication
based on company or 1.7 Newsletters Skills
industry standards
1.8 Promotions 1.7 Observing
1.5 Unnecessary or spam information
emails are deleted based on 1.9 Spams security
company or industry
standards 1.10 Data privacy
Law
1.6 Personal information of the
client is secured and kept 1.11 Information
confidential following data security related
privacy laws and company laws standards
and industry standards
1.12 Work ethics
2. Respond to 2.1 Email content is 2.1 Email Protocol 2.1 Writing Skills
client’s emails comprehended based on the and Systems
industry standards 2.2 Data Entry
2.2 Templates Skills
2.2 Content of received emails is
communicated to the client 2.3 Automation 2.3 Management
based on industry standards Skills
2.4 AI Tools

CS on Virtual Assistant Services Level III 53

 2.3 Email response is drafted 2.5 Data privacy 2.4 Organization
based on the response of Skills
client 2.6 Cybersecurity
related 2.5 Logical
2.4 Email response is sent to the standards Thinking
target receiver according to
industry standards 2.6 Effective
Communication
2.5 Generative Artificial Skills
Intelligence (AI) applications
is utilized in drafting email, if
applicable

2.6 Contents of email is checked

for malicious attachments
or contents based on
cybersecurity standards

CS on Virtual Assistant Services Level III 54

 RANGE OF VARIABLES

VARIABLE RANGE

1. categorized May include but not limited to:

1.4 labelled
1.5 color coded
1.6 organized in folder
2. urgent emails May include but not limited to:
2.1 last minute changes
2.2 deadlines
3. Unnecessary or spam May include but not limited to:
emails 3.1 Phishing emails
3.2 False advertisements
3.3 Fake invoices
4. Personal information of the May include but not limited to:
client 4.1 Name
4.2 Birthday
4.3 Credit Card number
4.4 Address
5. malicious attachments or May include but not limited to:
contents 5.1 Executable files
5.2 Script files

CS on Virtual Assistant Services Level III 55

 EVIDENCE GUIDE

1. Critical aspects of 1.1 Organized client’s emails

competency 1.2 Responded to client’s emails
2. Resource implications The following resources should be provided:
2.1 Computer
2.2 Appropriate applications and software
3. Methods of assessment Competency in this unit must be assessed through any or
combination of the following:
3.1 Demonstration with questioning
3.2 Written Test
3.3 Oral questioning/interview
4. Context for assessment 4.1 Competency maybe assessed in actual workplace or at
the designated TESDA accredited Assessment Center

CS on Virtual Assistant Services Level III 56

 UC 5: Organize client’s activities and projects utilizing project management tools

UNIT OF COMPETENCY: ORGANIZE CLIENT’S ACTIVITIES AND PROJECTS

UTILIZING PROJECT MANAGEMENT TOOLS

UNIT CODE: CS-ICT351205

UNIT DESCRIPTOR: This unit covers the outcomes required in compiling and
document information regarding client’s activities, organizing
client’s activities and advising client on the status of their
activities and projects.

PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in Required Required
the Range of Variables Knowledge Skills

1. Compile and 1.1 Information regarding 1.1 Project 1.1 Management

document client’s projects and Management Skills
information activities is collected from application
regarding proper sources based on 1.2 Organization
client’s industry standards 1.2 Process flow Skills
activities chart
1.2 Information collected is 1.3 Logical
recorded in the project 1.3 The 5 stages of Thinking
management tool based on the project
industry standards management 1.4 Effective
process Communication
1.3 Information from persons is Skills
documented based on 1.4 Data privacy
industry standards. 1.5 Analytical
1.5 Information Thinking
security related
policies 1.6 Critical thinking
Skills

1.7 Time
management
skills

1.8 Negotiation
Skills

1.9 Conflict
handling skills
2. Organize 2.1 100% of client’s projects and 1.1 2Project Plan 2.1 Management
client’s activities are entered into the Skills
activities project management 1.2 Timeline
software based on industry 2.2 Organization
standards 1.3 Project Charter Skills

2.2 Complete information about 1.4 Process flow 2.3 Logical

the client’s projects and chart Thinking

CS on Virtual Assistant Services Level III 57

 activities is inputted into the
project management 1.5 Project updates 2.4 Effective
software based on industry Communicatio
standards 1.6 Delays n Skills

2.3 Client’s activities/projects are 1.7 Bottlenecks 2.5 Analytical

labelled and color coded Thinking
based on company standards
and/or client’s preference 2.6 Critical thinking
Skills

2.7 Time
management
skills

2.8 Negotiation
Skills

2.9 Conflict
handling skills

2.10 Digital
literacy
3. Advise client 3.1 Information about the 3.1 Project 3.1 Management
on the status of client's projects is management Skills
their activities communicated to the client applications
and projects based on industry standards, 3.2 Organization
when requested 3.2 Communication Skills
Platforms
3.2 Clarifications regarding 3.3 Logical
client’s projects and activities Thinking
are answered based on
industry standards 3.4 Effective
Communicatio
3.3 Due dates and changes in n Skills
the activities and projects are
notified with the client based 3.5 Digital literacy
on industry standards

CS on Virtual Assistant Services Level III 58

 RANGE OF VARIABLES

VARIABLE RANGE

1. Information regarding May include but not limited to:

client’s projects and 1.1 Weekly meeting/Agenda
activities 1.2 Reports
1.3 Policies
2. persons May include but not limited to:
2.1 Client’s co-worker
2.2 New hires
3. project management May include but not limited to:
software 3.1 ClickUp
3.2 Trello
3.3 Monday.com
3.4 Asana
3.5 HubSpot

CS on Virtual Assistant Services Level III 59

 EVIDENCE GUIDE

1. Critical aspects of 1.1 Compiled and document information regarding client’s

competency activities
1.2 Organized client’s activities
1.3 Advised client on the status of their activities and
projects
2. Resource implications The following resources should be provided:
2.1 Computer
2.2 Appropriate applications and software
3. Methods of assessment Competency in this unit must be assessed through any or
combination of the following:
3.1 Demonstration with questioning
3.2 Written Test
3.3 Oral questioning/interview
4. Context for assessment 4.1 Competency maybe assessed in actual workplace or at
the designated TESDA accredited Assessment Center

CS on Virtual Assistant Services Level III 60

 GLOSSARY OF TERMS

A list or plan of items to be discussed or done at a meeting or

Agenda
business event.
Calendar Management Software designed to help users organize their appointments,
Application meetings, and events efficiently.
A person or organization that receives services or goods from a
Client
provider in return for payment.
Cloud-based collaborative Software tools hosted on remote servers that allow multiple users to
work application work on documents or projects simultaneously over the internet.
Document processing
Software used to create, edit, format, and print documents.
application
Information presented in a way that is simple and clear, making it
Easy-to-understand manner
accessible and comprehensible to a wide audience.
A method for signing documents digitally, which eliminates the need
Electronic signing
for physical signatures and can be legally binding.
A method of exchanging messages between people using electronic
Email
devices.
Generative Artificial AI technology that can generate text, images, and other content based
Intelligence on the patterns it has learned from large datasets.
Portable Document Format, a file format developed by Adobe that
PDF captures and sends electronic documents in exactly the intended
format.
Software used to create slideshows or presentations, typically
Presentation applications
featuring a combination of text, images, and multimedia.
Software applications that help individuals or teams organize,
Project Management Tools manage, and document their projects effectively. They often include
features for task scheduling, resource allocation, and collaboration.
A computer program used for organizing, analyzing, and storing data
Spreadsheet application
in tabular form.
Irrelevant or unsolicited messages sent over the internet, typically to
Spam large numbers of users, for the purposes of advertising, phishing,
spreading malware, etc.
A region of the globe that observes a uniform standard time for legal,
Time zone
commercial, and social purposes.
A document that presents and discusses information in a structured
Written report
format for a specific audience and purpose.

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 ACKNOWLEDGEMENTS
The Technical Education and Skills Development Authority (TESDA) wishes to
extend gratitude and appreciation to the many representatives of business, industry,
academe and government agencies and labor groups who donated their time and expertise
to the develop this Competency Standards.

TECHNICAL EXPERTS PANEL

JOHN CEDRICK CALALANG

President
Seedling Virtual Assistants
Trainer – National Training Center for Women (NTCW)

ALVIN JAY ORIT

Virtual Assistant
Theta Administration, LLC

SHERMAINE DELA CRUZ

Virtual Assistant
SHB, LLC

THE VALIDATORS COMMITTEE PANEL

• MS. AMELIA Y. TENGCO

• MS. KYLA YVONNE P. GALICIA
• MS. KESHIA R. CAGAS
• MR. ROBERT MICHAEL B. CUSAP

The MANAGEMENT and STAFF of the TESDA Secretariat

Qualifications and Standards Office (QSO)

- Dir. EL CID H. CASTILLO, QSO
- MS. BERNADETTE S. AUDIJE, QSO-CSDD
- MR. ADRIAN BRIAN C. SABANAL, QSO-CSDD
- MS. LUZ M. VERGARA, QSO-CSDD
- MS. KIMBERLY C. CABALLERO, QSO-CPSDD
- MS. MARIA SOFIA JASMIN A. CEA, QSO-CPSDD

CS on Virtual Assistant Services Level III 62

Competency Standards are available in electronic copies. For more
information, please contact:
Technical Education and Skills Development Authority (TESDA)
Tele Fax No.: 8818-7728
or visit our website: www.tesda.gov.ph