Required skills

communication skills to interact in an ethical manner with clients from diverse social economic and cultural backgrounds

decisionmaking and problemsolving skills to identify appropriate information for inclusion in client documentation including advice on recommended followup actions

literacy skills to read interpret and complete client documentation

numeracy skills to perform basic calculations required to complete client documentation

research skills to identify and locate information on cost of products and services

technology skills to use electronic means of completing filing and transmitting client documentation

Required knowledge

commonwealth state or territory and local government legislation and regulations Australian standards and codes of practice impacting on client documentation related to

confidentiality

consumer protection

privacy

work health and safety

client documentation

consequences of providing incomplete or inaccurate client documentation

details required for completion of client documentation

importance of accuracy in completing client documentation

procedures for explaining documentation to client

standard forms used in the industry

variety of client documentation

customer service principles

methods of payment

operation and maintenance of equipment for electronic processing of client documentation

calculator

EFTPOS credit card machine

electronic tablet

laptop computer

scanner

swimming pool and spa product and service knowledge

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

This unit of competency could be assessed by demonstration of completion of client documentation associated with servicing swimming pools and spas

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

A person should demonstrate the ability to

collate information required for completion of client documentation related to swimming pool or spa servicing

calculate the costs of providing products and services in order to complete client documentation

process client documentation related to swimming pool or spa servicing

check client documentation for accuracy

present and explain documentation to client

respond to client queries and complaints with regard to documentation

file client documentation

demonstrate knowledge of

types and purpose of client documentation

details required to complete different types of client documentation

importance of accurately completing client documentation

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an offsite context and is to comply with relevant regulatory and Australian standards requirements

Resource implications for assessment include

relevant codes standards and government regulations

a technical reference library with current publications on

swimming pool and spa products and services

client documentation

customer service principles

Method of assessment

Assessment methods must

satisfy the endorsed Assessment Guidelines of the CPP Property Services Training Package

satisfy the endorsed Assessment Guidelines of the CPP07 Property Services Training Package

include direct observation of tasks in real or simulated work conditions with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments

This unit could be assessed on its own or in combination with other units relevant to the job function

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Assessment processes and techniques should as far as is practical take into account the language literacy and numeracy capacity of the candidate in relation to the competency being assessed

Client details may include:

Products and services may include:

Documentation may include:

Complete details may include:

Payments may include:

Copies of documents may be: