COMMISSION ON INFORMATION AND COMMUNICATIONS TECHNOLOGY

NATIONAL COMPETENCY STANDARD (NCS) FOR CEC KNOWLEDGE WORKERS

National Competency Standard for CeC Knowledge Workers i Commission on Information and Communications Technology

INTRODUCTION The National Competency Standard for CeC Knowledge Workers (NCS-CeCs) defines the fundamental set of knowledge and skills that CeC Managers and Support Staff should be able to demonstrate to assist and empower urban and rural communities to utilize information and communication technologies (ICT) for their access to basic social services and economic activities. This standard is part of the Telecentre.org - PhilCeC Academy’s initiative to build the capacity of CeC Knowledge Workers. Adoption of this standard would ensure the development of a range of business, administrative, and community support skills as well as integration of technology effectively in computing and communication skills among remote and/or disadvantaged groups. The NCS-CeCs is based on a broad comparative research on current industry practices in other countries. Knowledge and skills in competency areas are presented generally with specifics on essential areas of learning, but avoids reference to specific vendors, versions or equipment. Thus, it allows flexibility in the adoption of the standard while preserving the general requirements for competence.

The NCS-CeCs is a product of consultation processes, series of focused group discussions, and workshops with various CeC stakeholders including current CeC managers from Luzon to Mindanao, members of the PhilCeCnet, experts from Development Academy of the Philippines, UP Open University, Asian Institute of Journalism and Communication, Molave Development Foundation, Inc., Philippine Rice Research Institute, Technical Education and Skills Development Authority, and CICT-NCC.

This project is implemented through the funding support of the Telecentre.org, a collaborative initiative by the Canadian International Development Research Centre (IDRC), Microsoft and Swiss Agency for development (SDC).

The following provides the guide in developing and implementing training activities aimed at strengthening and improving the capacity of CeC Knowledge Workers in delivering their mandate as catalysts of change in communities.

National Competency Standard for CeC Knowledge Workers ii Commission on Information and Communications Technology

CONTENTS

DEFINITION OF TERMS..................................................................................................1

UNDERSTANDING THE STRUCTURE................................................................................2

JOB ROLE: CEC MANAGER..............................................................................................3

SKILL SET DIVISION A: PLANNING .................................................................................3

SKILL SET DIVISION B: LEADING ...................................................................................5

SKILL SET DIVISION C: ADMINISTRATION .....................................................................6

SKILL SET DIVISION D: NETWORKING ...........................................................................8

SKILL SET DIVISION E: TECHNICAL (ICT INFRASTRUCTURE) ..........................................9

SKILL SET DIVISION F: SOFT SKILLS............................................................................11

JOB ROLE: CEC TECHNICAL SUPPORT STAFF ................................................................13

SKILL SET DIVISION A: TECHNICAL (ICT INFRASTRUCTURE) ........................................13

SKILL SET DIVISION B: INFORMATION AND CONTENT ACQUISITION AND DISSEMINATION..........................................................................................................15

SKILL SET DIVISION C: SOFT SKILLS ...........................................................................16

JOB ROLE: CEC FINANCE AND ADMIN SUPPORT STAFF .................................................18

SKILL SET DIVISION A: TECHNOLOGY OPERATIONS AND CONCEPTS ............................18

SKILL SET DIVISION B: FINANCE AND ADMINISTRATIVE ..............................................19

SKILL SET DIVISION C: SOFT SKILLS ...........................................................................20

REFERENCES ...............................................................................................................22

National Competency Standard for CeC Knowledge Workers 1 Commission on Information and Communications Technology

DEFINITION OF TERMS

Competency Knowledge, skill, ability, or characteristic associated with high performance on a job. Some definitions of competency include motives, beliefs, and values. Competencies can also help distinguish high performance from average and low performance.; A desirable quality or behavior; a performance indicator Community eCenter (CeC) A self sustaining shared facility providing affordable access to ICT-enabled services and relevant content. It serves as a conduit for efficient delivery of government and other services and a potent tool for empowerment and participation of unserved and underserved communities in development. (PhilCeCNet.ph) Knowledge Worker Staff of the CeC whose work necessitates specific degrees of expertise that contribute towards the CeC becoming a genuine tool for development Standard Conventionally, a standard is defined as an accepted or approved example or technique against which other things are judged or measured, or which sets out a set of criteria that serves as a guideline for how something should be done; accepted level and scope of attainment of proficiency; a reference point against which other things are judged or measured. In the handbook, the term is used to refer to concise statements that describe the key area of competency.

National Competency Standard for CeC Knowledge Workers 2 Commission on Information and Communications Technology

UNDERSTANDING THE STRUCTURE

The NCS-CeCs is a wealth of information presented in a very compact form comprising the following elements:

Standard Title The Standard Title is a concise statement that describes the key area of competency.

Standard Descriptor The Standard Descriptor is a brief description of the skills set covered by

the standard. Statements Statements describe in outcome terms the key areas of competence

covered by the standard. Statements are focused on performance and are demonstrable.

Indicators The Indicators identify the actions an individual would normally take to

perform the area of competence detailed in the relevant statement. They are specific evidence of the achievement of a defined skill or knowledge level or the competent completion of a task.

Underpinning Knowledge Underpinning Knowledge identifies the essential areas of learning and

understandings that underpin the area of competence described in the standard. It also indicates broad areas of learning and development that an individual might consider to strengthen this specific area of competence.

Sample Entry

Statements

Standard

Standard Descriptor

Indicators Underpinning Knowledge

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JOB ROLE: CeC MANAGER SKILL SET DIVISION A PLANNING Competency Descriptor: This standard covers the requirements for identifying CeC goals and the process to achieve these goals. Standard 1: Conduct environmental scanning Indicators: • Apply appropriate research methodologies (e.g. FGD, survey, interviews, etc) to

gather data • Adopt an accepted model of environmental scanning (e.g. SWOT Analysis) Standard 2: Make use of the results of Research and Analysis to develop a

viable Enterprise Plan Indicators: • Do strategic and tactical planning • Establish resource requirements through budgeting and organizational structure • Adopt a sustainability model to ensure CeCs’ continuing existence and growth • Prepare business plans and annual reports • Formulate policies • Prepare funding proposal/letters and budget Standard 3: Undertake global scanning for project partnership

opportunities Indicators: • Prepare project proposals, concept papers, feasibility studies

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Underpinning Knowledge: • Research and Analysis • Enterprise Planning • Special Projects • Technical Writing

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SKILL SET DIVISION B LEADING Competency Descriptor: This standard covers the requirements of a good leader: one who influences others to act efficiently and effectively. Standard 1: Apply leadership and management principles

Indicators: • Formulate and enforce policies within the CeC as well as recommend policies to

benefit the CeC • Lead the CeC in setting the direction vis-à-vis global standards Standard 2: Formulate a Human Resource Development Plan

Indicators: • Implement an organizational coaching and mentoring program including

Training Needs Analysis (TNA) Standard 3: Direct the CeC as tool for community development

Indicators: • Plan and implement programs and projects that will serve the community and

perform its social responsibility Underpinning Knowledge: • Enterprise Development • Personnel Development • Community Development

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SKILL SET DIVISION C ADMINISTRATION

Competency Descriptor: This standard consists of performance of business operations and the implementation of major decisions. Standard 1: Formulate and implement a Monitoring and Evaluation

mechanism Perform Corporate Audit

Indicators: • Do Process Documentation • Institute intervention actions based on the results of the M&E activities • Do financial and performance audit Standard 2: Plan and implement policies and procedures for day-to-day

operations Implement a sound Financial Management Program

Indicators: • Formulate and enforce appropriate CeC policies to optimize CeC facilities and

resources (i.e. schedules, procurement policies, maintenance, etc) • Monitor all financial transactions of the CeC • Perform job and performance audit Standard 3: Comply with applicable rules and regulations

Indicators: • Deal with the challenge of preventing violations, or infraction of laws, policies or

regulations • Explain the importance of legal issues and concerns

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Underpinning Knowledge: • Business Cycle • Office Management • Laws, Rules, and Regulations Relevant to CeC Operations

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SKILL SET DIVISION D NETWORKING Competency Descriptor: This standard covers the requirements to interact and engage in informal or formal communication with others for mutual assistance and support. Standard 1: Plan and implement a communication program

Indicators: • Identify actions to be taken to inform the community of the services that the

CeC will offer • Reach out to the entire community including those with disabilities • Provide information about the center’s activities Standard 2: Generate sustained stakeholders’ support Indicators: • Identify community resources and involvement in community activities • Generate resources • Lobby and defend CeC budget proposals • Raise sufficient funds to keep the CeC running, either from donor agencies,

government, or users, or a combination of these • Promote and develop collaborations/partnerships for CeC services Underpinning Knowledge: • Social Marketing • Mobilization

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SKILL SET DIVISION E TECHNICAL

(ICT INFRASTRUCTURE) Competency Descriptor: This standard covers the basic requirements for implementing, facilitating, and monitoring ICT infrastructure that integrates a range of information and communication technologies. Standard 1: Integrate Information Technology into the center’s operations

Use common computer applications

Indicators: • Troubleshoot hardware and software problems • Set up local area networks • Find appropriate hardware and software for a variety of purposes • Schedule repair, maintenance, and upgrades • Store backup files and supplies • Use basic word processing, spreadsheet, email, and presentation tools to

automate regular tasks • Perform basic and advance networking tasks depending on the level of the CeC Standard 2: Understand latest ICT trends and technologies

Indicators: • Identify appropriate ICTs to keep the center updated and minimize unnecessary

costs Standard 3: Explain and observe the importance of security, legal, and

ethical issues associated with ICT utilization

Indicators: • Deal with the challenge of preventing inappropriate use of computer equipment

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Underpinning Knowledge: • Basic ICT Concepts and Office Automation • ICT Trends and Technologies • Basic and Advance Networking Concepts • Computer Security and Ethics

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SKILL SET DIVISION F SOFT SKILLS Competency Descriptor: This standard covers a cluster of personal and interpersonal skills needed in dealing with customers, stakeholders, and other CeC personnel. Standard 1: Practice harmonious relationship with different people at all

levels

Indicators: • Resolve conflicts within the CeC • Attend to and act upon the needs of clients as well as CeC staff • Assess accurately root causes of conflict and resolve these discreetly Standard 2: Display proper behavior in social situations

Indicators: • Develop effective working relationships with customers • Respect all CeC staff and customers • Display acceptable manners, and cultural understanding of the business

community appropriate for each client • Make decisions, initiate urgent actions, and remain calm in critical situations Standard 3: Manifest qualities of a good team player

Indicators: • Motivate others to develop a shared vision of the center’s future • Encourage and accept other people’s ideas • Perform all delegated duties

National Competency Standard for CeC Knowledge Workers 12 Commission on Information and Communications Technology

Standard 4: Communicate effectively

Indicators: • Communicate in accurately, clearly, and timely, verbally and in writing • Share information honestly and tactfully • Predict others' responses and respond appropriately to the situation Standard 5: Observe health and safety standards

Indicators: • Implement measures to avoid the physical, chemical, and biological hazards and

other workplace factors affecting human well-being • Identify the medical surveillance methodologies for monitoring human health

and well-being Underpinning Knowledge: • Professionalism • Teamwork • Communication • Occupational Health & Safety • Gender Sensitivity

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JOB ROLE: CeC TECHNICAL SUPPORT STAFF SKILL SET DIVISION A TECHNICAL

(ICT INFRASTRUCTURE) Competency Descriptor: This standard covers the basic requirements for implementing, facilitating, and monitoring ICT infrastructure that integrates a range of information and communication technologies. Standard 1: Use common computer applications (OS, FOSS, desktop

publishing, graphics, animation, etc.) Indicators: • Install/Uninstall/Repair OS and applications • Use basic word processing, spreadsheet, email, and presentation tools to

automate regular tasks • Use and execute basic line commands (DOS and Linux) • Perform computer file maintenance (scanning and removing viruses, worms,

etc.) Standard 2: Perform basic and advance networking tasks depending on the

level of the CeC Indicators: • Apply basic LAN setup • Configure LAN • Configure hardware • Configure routers, wireless connection )long range, VoIP, VCon, etc.) • Configure and set up thin client environment • Configure different types of servers (database, proxy, file, ftp, web in RAID

categories) • Install firewalls and port filtering • Manage bandwidth • Structure cabling (wireless, UTP cables, fiber optic) • Provide web hosting services

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Standard 3: Manage and supervise the center’s databases Indicators: • Operate a Database Management System (DBMS) • Create databases • Manage the implementation of a DBMS • Monitor and maintain a DBMS Standard 4: Develop/Customize a working website Indicators: • Operate a functional website • Update the website’s content regularly • Monitor website visitors through Hit Counter, Blogs, and User Feedback Standard 5: Perform PC maintenance and troubleshooting tasks Indicators: • Troubleshoot hardware and software problems • Find appropriate hardware and software for a variety of purposes • Install/Uninstall applications Standard 6: Share ICT expertise/knowledge to clients Indicators: • Provide ICT training to clients Underpinning Knowledge: • Basic ICT Concepts and Office Automation • Networking • Database Management • Web Development and Management • PC Maintenance and Troubleshooting • Technical Training

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SKILL SET DIVISION B INFORMATION AND CONTENT

ACQUISITION AND DISSEMINATION

Competency Descriptor: This standard covers the requirements for managing and making use of internally and externally produced information and content as well as sourcing and providing the same from external clients and sources Standard 1: Manage the center’s knowledge repository Indicators:

• Identify, select, and manage both hard copy and electronic resources for the center’s current and anticipated information needs

• Classify and store information and relevant content, usually using special computer applications, for easy access and retrieval

• Analyze information with the purpose to repackage it for ease of use • Develop internal information and content resources and networks

Standard 2: Communicate information to clients and various stakeholders Indicators:

• Answer enquiries from clients regarding information concerned • Carry out “awareness services” to disseminate information about content

resources available to clients • Conduct online and internet search for information retrieval in order to provide

answers to clients’ queries • Provide training and advice on the use of Information Technology and digital

content for various purposes • Provide presentations and individual consultations • Maintain strong relationships with partners & establish the center's credibility

with the stakeholders/clients

Underpinning Knowledge: • Database Management System • Community Development • Social Marketing • Market Research and Intelligence • Research and Development in appropriate field of specialization/community info-

need

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SKILL SET DIVISION C SOFT SKILLS Competency Descriptor: This standard covers a cluster of personal and interpersonal skills needed in dealing with customers, stakeholders, and other CeC personnel. Standard 1: Practice harmonious relationship with different people at all

levels

Indicators: • Resolve conflicts within the CeC • Attend to and act upon the needs of clients as well as CeC staff • Assess accurately root causes of conflict and resolve these discreetly Standard 2: Display proper behavior in social situations

Indicators: • Develop effective working relationship with customers • Respect all CeC staff and customers • Display acceptable manners, and cultural understanding of the business

community appropriate for each client Standard 3: Manifest qualities of a good team player

Indicators: • Motivate others to develop a shared vision of the center’s future • Encourage and accept other people’s ideas • Perform all delegated duties

National Competency Standard for CeC Knowledge Workers 17 Commission on Information and Communications Technology

Standard 4: Communicate effectively

Indicators: • Communicate in accurately, clearly, and timely, verbally and in writing • Share information honestly and tactfully • Predict others' responses and respond appropriately to the situation Standard 5: Observe health and safety standards

Indicators: • Implement measures to avoid the physical, chemical, and biological hazards and

other workplace factors affecting human well-being • Identify the medical surveillance methodologies for monitoring human health

and well-being Underpinning Knowledge: • Professionalism • Teamwork • Communication • Occupational Health & Safety • Gender Sensitivity

National Competency Standard for CeC Knowledge Workers 18 Commission on Information and Communications Technology

JOB ROLE: CeC FINANCE AND ADMIN SUPPORT STAFF SKILL SET DIVISION A TECHNOLOGY OPERATIONS AND

CONCEPTS Competency Descriptor: This standard includes competencies related to technical operations and concept, and productive use of various ICT tools as well as application available on-line or off-line. Standard 1: Use common computer applications Indicators: • Use basic word processing, spreadsheet, email, and presentation tools to

automate regular tasks • Back up and restore files • Scan and remove viruses

National Competency Standard for CeC Knowledge Workers 19 Commission on Information and Communications Technology

SKILL SET DIVISION B FINANCE AND ADMINISTRATIVE Competency Descriptor: This standard covers the required skills for performing general CeC operations and the working knowledge of general CeC procedures, regulations, and policies. Standard 1: Assist the CeC Manager in performing finance and

administrative task Indicators: • Generate publications and announcements • Organize communications • Sort and route mails • Update the center’s bulletin board • Maintain inventories • Perform record-keeping and filing of center’s documents • Maintain Log Book • Assist in the business plan and budget proposal preparation • Assist in the preparation of funding proposal and budget requests • Assist in the recording of all financial transactions of the CeC • Assist in the preparation of necessary documents for accessing needed

resources Underpinning Knowledge: • Office Automation Tools • Clerical and Support Services • Business Plan and Budget Proposal Preparation • Resource Mobilization

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SKILL SET DIVISION C SOFT SKILLS Competency Descriptor: This standard covers a cluster of personal and interpersonal skills needed in dealing with customers, stakeholders, and other CeC personnel. Standard 1: Practice harmonious relationship with different people at all

levels

Indicators: • Resolve conflicts within the CeC • Attend to and act upon the needs of clients as well as CeC staff • Assess accurately root causes of conflict and resolve these discreetly Standard 2: Display proper behavior in social situations

Indicators: • Develop effective working relationship with customers • Respect all CeC staff and customers • Display acceptable manners, and cultural understanding of the business

community appropriate for each client Standard 3: Manifest qualities of a good team player

Indicators: • Motivate others to develop a shared vision of the center’s future • Encourage and accept other people’s ideas • Perform all delegated duties

National Competency Standard for CeC Knowledge Workers 21 Commission on Information and Communications Technology

Standard 4: Communicate effectively

Indicators: • Communicate in accurately, clearly, and timely, verbally and in writing • Share information honestly and tactfully • Predict others' responses and respond appropriately to the situation Standard 5: Observe health and safety standards

Indicators: • Implement measures to avoid the physical, chemical, and biological hazards and

other workplace factors affecting human well-being • Identify the medical surveillance methodologies for monitoring human health

and well-being Underpinning Knowledge: • Professionalism • Teamwork • Communication • Occupational Health & Safety • Gender Sensitivity

National Competency Standard for CeC Knowledge Workers 22 Commission on Information and Communications Technology

REFERENCES Training Telecentre Managers, Staff and Users. Retrieved April 15, 2008, from www.col.org/colweb/webdav/site/myjahiasite/shared/docs/chapter%2018.pdf Guidebook on Developing Community e-Centres in Rural Areas. Retrieved April 15, 2008, from www.unescap.org/icstd/applications/projects/malaysia_cec/docs/guidebook.pdf