Certificate IV In Frontline Management 



This qualification reflects the role of individuals who take the first line of management in a wide range of organisational and industry contexts. They may have existing qualifications and technical skills in any given vocation or profession, yet require skills or recognition in supervisory functions. Typically they would report to a manager.


At this level frontline managers provide leadership and guidance to others and take responsibility for the effective functioning and performance of the team and its work outcomes.


Job  roles 



Leading Hand


Team Leader.

Pathways Information

Pathways into the qualification 


Preferred pathways for candidates considering this qualification include:


BSB30112 Certificate III in Business or other relevant qualifications


with vocational experience in a supervisory role but no formal qualification.


Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:


Accounts Clerk

Customer Service Advisor

Import/Export Clerk

Office Administrator

Student Services Officer.


This breadth of expertise would equate to the competencies required to undertake this qualification.


Pathways from the qualification


After achieving this qualification candidates may undertake:


BSB51107 Diploma of Management.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.


Employability Skill Industry/enterprise requirements for this qualification include: 


  • communicating with team members and management to ensure open communication channels and to clarify issues
  • resolving conflict and disputes in the work team


  • being a role model for other team members
  • consulting and developing objectives with the work team


  • developing risk management approaches
  • developing techniques to address faults and inefficiencies

Initiative and enterprise

  • identifying and developing opportunities for improved work practices

Planning and organising

  • monitoring and adjusting operational performance by producing short-term plans, planning and acquiring resources and reporting on performance
  • preparing work plans and budgets


  • actively seeking feedback on own performance from clients and colleagues
  • prioritising tasks


  • coaching and mentoring colleagues and team members to support the introduction of change


  • using business technology such as computer programs and telecommunications to collect and manage information


Packaging Rules

Total number of units = 10 

4 core units plus 

6 elective units , of which:


at least 3 units  must be selected from the elective units below

the remaining units:

may be from the elective units below

may be from any endorsed Training Package or accredited course at the same qualification level

must have no more than 1 unit  from either a Certificate III or Diploma qualification.


Elective units must be relevant to the work outcome, local industry requirements and the qualification level.


Core units 


BSBMGT401A Show leadership in the workplace

BSBMGT402A Implement operational plan

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

BSBWOR402A Promote team effectiveness



Elective units 


Customer Service 


BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards


Financial Administration 

BSBFIA402A Report on financial activity


Frontline Management 


BSBFLM313A Apply language, literacy and numeracy to support others in the workplace

BSBFLM314A Mentor others in the workplace to support their language, literacy and numeracy skill development


General Administration 


BSBADM409A Coordinate business resources


Information Management 


BSBINM401A Implement workplace information system




BSBINN301A Promote innovation in a team environment


Interpersonal Communication 


BSBCMM401A Make a presentation


IT Support 


BSBITS401B Maintain business technology


Learning and Development


BSBLED401A Develop teams and individuals




BSBMGT403A Implement continuous improvement

BSBMGT404A Lead and facilitate off-site staff




BSBMKG413A Promote products and services


Project Management 


BSBPMG522A Undertake project work


Relationship Management 


BSBREL401A Establish networks

BSBREL402A Build client relationships and business networks




BSBRES401A Analyse and present research information


Risk Management 


BSBRSK401A Identify risk and apply risk management processes




BSBSUS301A Implement and monitor environmentally sustainable work practices


Workplace Effectiveness 


BSBWOR401A Establish effective workplace relationships

BSBWOR404B Develop work priorities




BSBWRT401A Write complex documents