This competency standard shall apply to any basic and safe work site where Gas Industry operations occur. It could also apply, where applicable to other workplaces in the electricity supply industry (transmission and distribution and generation), the electrotechnology industry and the water industry, subject to all Occupational Health and Safety and duty of care requirements being met for the workplace.
1) Scope:
1.1) Descriptor
This Unit covers the investigating of exceptions to the billing process and the implementation of their solutions in a utilities industry environment. For this competency standard exceptions and conditions must be considered; relevant problems solved; investigation of billing exceptions occur; liaison with customers occur; and solutions developed to relevant problems.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Prerequisite Unit(s)
4)
Competencies
4.1)
Granting of competency in this unit shall be made only after competency in the following unit(s) has/have been confirmed:
Nil
Literacy and numeracy skills
4.2)
Participants are best equipped to achieve this unit if they have reading, writing and numeracy skills indicated by the following scales. Description of each scale is given in Volume 2, Part 3 'Literacy and Numeracy'
Reading
3
Writing
3
Numeracy
3
Employability Skills
5)
This unit contains Employability Skills
The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged will assist in identifying Employability Skill requirements.
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.
9) The Evidence Guide forms an integral part of this Unit and shall be used in conjunction with all components parts of this unit and performed in accordance with the Assessment Guidelines of this Training Package.
Overview of Assessment
9.1)
Longitudinal competency development approaches to assessment, such as Profiling, require data to be reliably gathered in a form that can be consistently interpreted over time. This approach is best utilised in Apprenticeship programs and reduces assessment intervention. It is the Industry’s preferred model for apprenticeships. However, where summative (or final) assessment is used it is to include the application of the competency in the normal work environment or, at a minimum, the application of the competency in a realistically simulated work environment. It is recognised that, in some circumstances, assessment in part or full can occur outside the workplace. However, it must be in accord with Industry and Regulatory policy in this regard.
Methods chosen for a particular assessment will be influenced by various factors. These include the extent of the assessment, the most effective locations for the assessment activities to take place, access to physical resources, additional safety measures that may be required and the critical nature of the competencies being assessed.
The critical safety nature of working with electricity, electrical equipment, gas or any other hazardous substance/material carries risk in deeming a person competent. Hence, sources of evidence need to be ‘rich’ in nature so as to minimise error in judgment.
Activities associated with normal every day work have a bearing on the decision as to how much and how detailed the data gathered will contribute to its ‘richness’. Some skills are more critical to safety and operational requirements while the same skills may be more or less frequently practiced. These points are raised for the assessors to consider when choosing an assessment method and developing assessment instruments. Sample assessment instruments are included for Assessors in the Assessment Guidelines of this Training Package.
Critical aspects of evidence required to demonstrate competency in this unit
9.2)
Before the critical aspects of evidence are considered all prerequisites shall be met.
Evidence for competence in this unit shall be considered holistically. Each element and associated performance criteria shall be demonstrated on at least two occasions in accordance with the ‘Assessment Guidelines — UEG11’. Evidence shall also comprise:
A representative body of work performance demonstrated within the timeframes typically expected of the discipline, work function and industrial environment. In particular this shall incorporate evidence that shows a candidate is able to:
Implement Occupational Health and Safety workplace procedures and practices including the use of risk control measures as specified in the performance criteria and range
Apply sustainable energy principles and practices as specified in the performance criteria and range
Demonstrate an understanding of the essential knowledge and associated skills as described in this unit to such an extent that the learner’s performance outcome is reported in accordance with the preferred approach; namely a percentile graded result, where required by the regulated environment
Demonstrate an appropriate level of employability skills
Conduct work observing the relevant Anti Discrimination legislation, regulations, polices and workplace procedures
Demonstrate performance across a representative range of contexts from the prescribed items below.
Range of tools/equipment/procedures/workplace
Group No
The minimum number of items on which skill is to be demonstrated
Item List
A
At least 6
Exceptions and conditions:
Long term bill accounts (12 months)
Meter changes
Manual bills
Daily accounts
Active and inactive accounts
Gas used on an inactive account i.e. vacant premises
Meter reader is unable to find the meter
Missing meter/records
Unknown consumer investigations
Vacant premises investigations
Meter relocations
B
At least 4
Investigating billing exceptions, field calls regarding:
Owner/occupiers' of properties
Dates of entry of owner/occupier
Meter reading for billing purposes
Meter identification details
Other relevant information such as forwarding address
Payment arrangements
C
At least 3
Telephone contact to:
Consumers
Council/rates office
Real estate agents
Internal employees/departments
Other statutory authorities
D
All
Liaison with customers through:
In person
Telephone
Fax
Letter
Internet
E
At least 4
Solutions include:
Arrange the removal of inactive meters
Account billed
Change meters
Arrangements for payment made
Adjust accounts
Access for future meter reading made
F
All
Administrative working environments in the Gas Industry
Communication, negotiation and problem solving techniques
Understand and use appropriate accounting program
Utilities industries meters
G
At least one occasion
Dealing with an unplanned event by drawing on essential knowledge and associated skills to provide appropriate solutions incorporated in the holistic assessment with the above listed items
Context of and specific resources for assessment
9.3)
This unit should be assessed as it relates to normal work practice using procedures, information and resources typical of a workplace. This should include:
OHS policy and work procedures and instructions.
Suitable work environment, facilities, equipment and materials to undertake actual work as prescribed by this Competency Standard Unit.
Appropriate environmental regulation and work practices.
Appropriate organisational requirements.
Appropriate work environment, equipment and tools.
In addition to the resources listed above, in Context of and specific resources for assessment, evidence should show demonstrated competency in investigating billing exceptions/conditions.
Assessment of this competency must also be undertaken in either an actual workplace or under a simulated work environment. Assessment must also integrate the employability skills.
Method of assessment
9.4)
This Competency Standard Unit shall be assessed by methods given in Volume 1, Part 3 ‘Assessment Guidelines’.
Note: Competent performance with inherent safe working practices is expected in the Industry to which this Competency Standard Unit applies. This requires that the specified Essential Knowledge and Associated Skills are assessed in a structured environment which is primarily intended for learning/assessment and incorporates all necessary equipment and facilities for learners to develop and demonstrate the essential knowledge and associated skills described in this unit.
Concurrent assessment and relationship with other units
9.5)
There are no recommended concurrent assessments with this unit, however in some cases efficiencies may be gained in terms of learning and assessment effort being concurrently managed with allied Competency Standard Units where listed.
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.
8) This describes the essential skills and knowledge and their level, required for this unit.
Evidence shall show that knowledge has been acquired of safe working practices for carrying out work in a gas industry environment.
All knowledge and skills detailed in this unit should be contextualised to current industry practices and technologies.
KS01-G703B
Billing exceptions and conditions
G 3.7.1
Administrative working environments in the Gas Industry
Evidence shall show an understanding of the requirements to work in an administrative environment in the Gas Industry, indicated by the following:
manage work to achieve goals and results
use available routine information appropriate to work responsibility
make decisions within responsibility and authority
understand and adhere to standard operating procedures in a gas environment
ability to liaise with a broad range of clients
general business and organisational skills
ability to write concise and clear business letters
telephone techniques and verbal communication
basic bookkeeping.
G 3.7.2
Communication, negotiation and problem solving techniques
Evidence shall show an understanding of communication, negotiation and problem solving skills required in a Gas Industry environment, indicated by the following:
monitor/introduce practices designed to improve performance
use effective consultative processes
communicate routine and non-routine information clearly to senior managers, peers and subordinates
ability to liaise effectively with a range of clients
clear and accurate observation and analytical skills
negotiation and dispute resolution and problem solving.
G 3.7.3
Understand and use appropriate accounting program
Evidence shall show an understanding of the requirements to understand and use appropriate accounting programs for a Gas Industry billing environment, indicated by the following:
select and use available technology appropriate and including accounting systems.
G 3.7.4
Utilities industries meters
Evidence shall show an understanding of the working of the various meters used across the utilities industries, indicated by the following:
understand the type and function of the various types of utilities industries meters.
10) This relates to the competency standard unit as a whole providing the range of contexts and conditions to which the Performance Criteria apply. It allows for different work environments and situations that will affect performance.
This Competency Standard Unit shall be demonstrated in relation to investigating billing exceptions/conditions.
The following constants and variables included in the element/performance criteria in this unit are fully described in the Definitions Section of this volume and form an integral part of the Range Statement of this unit:
Exceptions and conditions (3)
Problems (3)
Investigating billing exceptions (3)
Telephone contact (3)
Liaison with customers (3)
Solutions (3)
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
Account exceptions and conditions are correctly identified and comprehensively researched in a timely manner against work schedule(s) and established procedures and confirmed if necessary by site inspection
Relevant requirements and established procedures for the work are communicated to all persons
OHS, environmental and sustainable energy policies and procedures related to investigating billing exceptions/conditions are obtained and confirmed for the purposes of the work performed and communicated
Work is prioritised and sequenced following consultation with others for completion within acceptable timeframes and in accordance with established procedures
Risk control measures for identified hazards are prioritised, implemented and monitored against the work schedule
Relevant work permits are obtained to access, isolate/de-energise systems and perform work according to requirements and established procedures
Resources including appropriately licensed persons, equipment, tools and personal protective equipment required for investigating billing exceptions/conditions are identified, scheduled and obtained and confirmed in working order
Liaison and communication with authorised persons, authorities, clients and land-owners is completed so that work can be carried out where necessary
Persons participating in the work, including plant operators and contractors are fully briefed and respective responsibilities confirmed where applicable in accordance with established procedures
Analysis of information to identify key issues is undertaken as required and information is evaluated for relevance and validity to the requirements
Dealings with customers are consistent with standard operating procedures and the special needs of customers are identified and considered in targeting client service
Application of Essential Knowledge and Associated Skills for carrying out investigation of billing exceptions/conditions to ensure completion in an agreed timeframe and to quality standards with a minimum of waste according to requirements
Investigating billing exceptions/conditions is carried out in accordance with the work schedule and established procedures
Hazard warnings and safety signs are recognised and hazards and assessed OHS risks are reported to the immediate authorised persons for directions according to established procedures
Unplanned events in the carrying out of the investigation of billing exceptions/conditions are undertaken within the scope of established procedures
Known solutions to a variety of problems are applied using acquired Essential Knowledge and Associated Skills
Ongoing checks of quality of the work are undertaken in accordance with given instructions and established procedures
Solutions are developed based on consideration of relevant information and options and proposed solutions are communicated and implemented as required against works schedule and anomalies reported in accordance with established procedures
Accidents and injuries are reported in accordance with requirements and established procedures where applicable
Solution is implemented in accordance with standard operating procedures ensuring that action is correctly documented, the transaction is accurately processed and the customer is advised
Work completion records, reports and documentation are finalised and processed and appropriate persons notified