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Elements and Performance Criteria

  1. Complete reception services
  2. Maintain office records
  3. Provide basic animal care assistance
  4. Maintain records

Evidence Required

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

The evidence required to demonstrate competence in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria required skills and knowledge and the range statement of this unit Assessors should ensure that candidates can

effectively coordinate reception services and maintain a clean tidy and hygienic reception area

communicate effectively with facility staff and clientele and follow instructions

perform office administration and basic financial routines and provide basic animal care assistance as directed

maintain accurate records and assist with stock control

The skills and knowledge required to provide reception services for an animal care facility must be transferable to a range of work environments and contexts and include the ability to deal with unplanned events

Context of and specific resources for assessment

Assessment of this unit is to be practical in nature and will be most appropriately assessed in an animal care workplace or in a situation that reproduces normal work conditions Workplaces can include breeding or boarding kennels and catteries companion animal training grooming establishments animal shelters or similar

There must be access to a range of animals as well as relevant information equipment andor resources to enable one to demonstrate competence

Method of assessment

To ensure consistency in ones performance competency should be demonstrated to industry defined standards on more than one occasion over a period of time in order to cover a variety of circumstances and where possible over a number of assessment activities

The assessment strategy must include practical skills assessment Suggested strategies for this unit are

written andor oral assessment of candidates required knowledge

observed documented and firsthand testimonial evidence of candidates application of practical tasks

simulation exercises that reproduce normal work conditions

thirdparty evidence

workplace documentation

portfolio

This unit may be assessed in a holistic way with other units of competency relevant to the industry sector workplace and job role

Guidance information for assessment

Assessment methods should reflect workplace demands eg literacy and numeracy demands and the needs of particular target groups eg people with disabilities Aboriginal and Torres Strait Islander people women people with a language background other than English youth and people from low socioeconomic backgrounds


Range Statement

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.

Reception services may include:

greeting clients

providing information on products and services

completing admission and discharge documentation for animals.

Permanent markings may include:

brands, tattoos, ear tags and leg bands

colours and markings:

body

face

leg

nail or hoof colour

permanent scars

missing digits or damage to ears, tail or other unusual features of individual animals.

Client records may include:

animal identification:

colour, markings, brands, tattoos and microchip

name

sex and age

species breed

animal health information:

diet

known allergies

past or current injuries

past or current treatment (e.g. vaccination status)

weight

other animal information:

animals' belongings

board or agistment records

breeding records

future appointments planned

regular treatments and/or services used

training plans

owner information:

animals that have attended this business

contact details

name

payment records.

Information and records system may include:

business information:

animal admission and discharge information

breeding records

boarding or agistment records and diets

client newsletters

products, equipment and disposables stocktake

product and service charges

supplier contact information

training plans and individual animal progress

client information:

information and advice on breeding, diet and health

care, housing, training and exercise needs of specific animals

need for specialised or technical assistance

range of products and services available.

Office equipment may include:

cash register

computer and associated software and hardware:

email and social networking software used for business promotion and communication

office sales software

printer, scanner and modem operation

word processing, database and spreadsheet functions

photocopier

staff communication systems (e.g. two-way radio and intercom)

telephone.

Basic financial documents may include:

cash register daily total

credit card payments summary

invoice for services and products

receipt for payment by client.

Routine tasks may include:

collecting admission and discharge information

documenting items to be kept with animal

moving animals to housing or handling area

handing animal over to other staff or returning to client

fitting collars, head collars, leads and/or clothing

measuring size for clothing or other items

weighing animal.

Animal restraints may include:

muzzles, collars, halters and head collars

rearing bits, twitch or hobbles (used on horses)

leads

holding cages

physical holds using hands, gloves and equipment (e.g. towels or bags).

Note: this unit excludes chemical restraints.

Interaction with clients may include:

inquiries about products and services:

telephone or face to face

email or internet

collecting payments

advising of problems with payments

dealing with initial complaints about products, service or staff

dealing with distressed clients

instructions from clients about products and services required

providing information within the limits of business policy and personal responsibility

referring clients to senior staff

reporting on animal welfare or progress

relaying potentially upsetting news.

Follow-up requirements may include:

home care instructions for client relating to:

behaviour management

equipment dimensions or construction

feeding and health care

grooming

training or exercise

after business communication on animal progress at home:

behaviour modification progress

operation of equipment or other products

settling in of a new animal

training and exercise plan progress

re-booking of services:

advising of seminars or training opportunities

advising of product or other service special offers

reminder of grooming or other appointments.