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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Manage centre’s community relations
   • Recognise and communicate role and purpose of BTC or RTC in providing services to local community, and its relationship to the organisation in which it is hosted, to staff, clients and community groups
   • Support reporting, decision making and communication needs of centre’s community-based committee in effective and timely manner
   • Establish and implement processes to determine and monitor range of products and services required by local community
2. Manage centre’s external relationships
   • Prepare funding proposals for submission to the Australian Government in forms and timeframes that meet funding body requirements
   • Manage sustainable business relationships with external agencies supported by centre in effective manner
   • Prepare reports specified in funding agreement contracts and submit in required forms and timeframes
   • Conduct communication and reporting processes with agencies supported through centre to agreed standards
3. Manage delivery of services
   • Establish, implement and monitor processes to ensure compliance with legislative and regulatory environment relevant to centres
   • Develop, implement and monitor budgets and operational plans in line with agreed organisational procedures
   • Determine and monitor performance indicators for service provision, and seek and respond to feedback from staff about service provision and process improvements
   • Identify and effectively manage facilities, support systems and resources required for delivery of services
   • Identify training strategies to ensure staff are able to provide required products and services, and effectively manage their implementation
4. Lead centre staff
   • Provide clear, unambiguous and concise instructions and directions to team members in line with stated performance indicators and identified needs
   • Encourage, value and reward efforts and contributions of individuals to meeting centre goals
   • Conduct regular team and individual appraisals
5. Manage centre’s community relations
   • Recognise and communicate role and purpose of BTC or RTC in providing services to local community, and its relationship to the organisation in which it is hosted, to staff, clients and community groups
   • Support reporting, decision making and communication needs of centre’s community-based committee in effective and timely manner
   • Establish and implement processes to determine and monitor range of products and services required by local community
6. Manage centre’s external relationships
   • Prepare funding proposals for submission to the Australian Government in forms and timeframes that meet funding body requirements
   • Manage sustainable business relationships with external agencies supported by centre in effective manner
   • Prepare reports specified in funding agreement contracts and submit in required forms and timeframes
   • Conduct communication and reporting processes with agencies supported through centre to agreed standards

Performance Evidence

Evidence of the ability to:

manage the provision of a wide range of information, advice and transaction processing services for selected agencies

liaise and consult with community members, groups and external agencies

assist to identify, develop and manage processes to ensure compliance with all regulatory and organisational obligations

manage budgets, operational plans and reporting aligned to organisational requirements and funding agreements or contracts

lead and manage team members to meet performance indicators.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

analyse and describe the key features of the Business Transaction Centre (BTC) or Rural Transaction Centre (RTC) policy, procedures and protocols

compare and contrast the key features of business management strategies and processes, including client satisfaction

outline the key features and stages in business planning and budgeting processes

compare and contrast leadership strategies

explain organisational authorities and delegations

describe the key features of legislation relating to BTCs and RTCs.

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