Assessor Resource

SIRCCPM501
Lead and develop pharmacy teams

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to managers and business owners responsible for managing and leading a team within a community pharmacy, which may include management across single or multiple outlet businesses.

This unit describes the performance outcomes, skills and knowledge required to lead and develop staff in a community pharmacy.

The unit covers the essential skills and knowledge for business success: building a strong team culture, setting clear performance goals, and motivating and leading team members. It is critical that the appropriate profile and number of staff are available to drive the business.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

plan the staffing needs of the pharmacy

communicate pharmacy expectations to staff of team member roles and responsibilities

involve team members in the decision-making process, and develop and communicate clear outcomes and plans

plan for and organise the ongoing professional development of pharmacy staff

promote pharmacy standards and values to pharmacy staff and others.

Context of and specific resources for assessment

Assessment must ensure that competency is:

observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment guidelines

demonstrated over sufficient time to include handling of a range of contingencies

demonstrated in a real or simulated pharmacy environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.

Assessment must ensure access to:

a pharmacy team

customers with different requirements

current information on pharmacy products and service provision

relevant pharmacy human resources policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of the candidate in the workplace

written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge

role plays to confirm communication skills to meet diverse team and customer requirements

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to:

coach and mentor team members

inform team members of pharmacy protocols and procedures

provide direction and support to team members

explain changes in product and service delivery to team members

initiative and enterprise skills to promote pharmacy standards and values

literacy skills to:

access and analyse complex information from varied sources

develop documents that detail service standards, systems and procedures

learning skills to identify and follow relevant human resource policies and procedures

numeracy skills to calculate cost of staff training and development

planning and organising skills to:

ensure the required mix and level of skills in the pharmacy team

predict factors that affect resource availability

identify and plan for current and future staff development needs

problem-solving skills to assess the need for, and make, systemic improvements to address service quality issues

teamwork skills to motivate and lead a customer service team

technology skills to access and use online information as required by the job role

Required knowledge

coaching and mentoring techniques

key features of operational environment, including:

customer base

pharmacy products and services

pharmacy human resources policies

methods for:

assessing staff skills, knowledge and behaviour

building a pharmacy team-oriented environment, including:

affirming respect for individual behaviour and differences

applying techniques to resolve conflict within the team

facilitating team building activities and behaviour

implementing quality assurance in the pharmacy, including:

establishing and monitoring standards and procedures

involving and rewarding staff

evaluating customer service

pharmacy standards and values

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Human resources policies may include:

application of industrial relations legislation and regulations, such as Fair Work Act

relevant agreements and awards

administration of human resources records and databases

induction processes and programs

job description and performance appraisals

leave entitlements

work health and safety (WHS)

recruitment and selection

remuneration practices

rewards and recognition practices

termination procedures.

Staff development needs may be determined by many factors, including:

changes to work practices and processes

customer feedback

individual staff requests for training

introduction of new technologies or software applications

performance appraisals

staff surveys

supervisor reports on individual staff.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Use the pharmacy’s health-care standards, values and goals to inform own understanding of staffing requirements. 
Analyse current and projected volume and type of work to be undertaken. 
Assess existing staff skills, knowledge and behaviour to ensure access to the required mix and level of skills. 
Identify need for additional staff to meet pharmacy human resource requirements. 
Ensure appropriate human resources policies are in place to support the effective operation of staff and pharmacy. 
Encourage, value and reward individual and team contributions. 
Promote accountability of work undertaken by individuals and teams by communicating roles, responsibilities and expectations clearly. 
Gain positive acceptance and support from the team for information and ideas. 
Gather and analyse information relevant to issues under consideration. 
Encourage individuals and teams to actively participate in the decision-making process. 
Determine preferred course of action after risks and options are examined and assessed. 
Communicate decisions to individuals and teams clearly and in a timely manner. 
Prepare plans to implement decisions after agreement by relevant individuals and teams. 
Monitor the implementation and impact of decisions using reliable feedback processes. 
Identify current and future staff development needs using a range of methods and in line with organisational policies. 
Provide ongoing personal advice, coaching and mentoring to staff to build team skill base and performance. 
Provide opportunities for staff to develop their skills and knowledge in line with organisational policies. 
Include cost of staff training and development needs in relevant budgets and operational plans. 
Provide feedback and direction to staff members on their professional development needs. 
Conduct business in a way that is consistent with pharmacy health-care standards and values. 
Note and promptly discuss inappropriate values, standards and behaviour exhibited in the pharmacy with the appropriate person. 
Consistently model a high standard of personal presentation in line with pharmacy expectations. 

Forms

Assessment Cover Sheet

SIRCCPM501 - Lead and develop pharmacy teams
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SIRCCPM501 - Lead and develop pharmacy teams

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: