Required skills

welldeveloped communication skills to

determine and confirm BTC and RTC customer requirements using questioning and active listening as required

engage with rural and remote communities

lead and coach staff

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

welldeveloped interpersonal skills to establish relationships with communitybased committee members

welldeveloped human resource management and leadership skillsproblem solving skills to identify any issues that have the potential to impact on centre customerservices and develop options to resolve these issues when they arise

literacy skills for

analysing information and products to ensure appropriateness to customer needs currency and accuracy

producing written reports including for government funding and team guidance material

numeracy skills to accurately analyse record and store data in accordance with organisational requirements

IT skills for accessing and using appropriate software such as databases and using internet information

planning organisational and time management skills to sequence tasks meet timelines and arrange meetings

contract management skills

quality control and continuous improvement skills

Required knowledge

BTC and RTC policies procedures and protocols

business management strategies and processes

business planning processes

legislation relating to BTCs and RTCs including the Financial Services Reform Act FSRA

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

manage the provision of a wide range of information advice and transaction processing services for a wide range of agencies such as

local government councils

road traffic authorities

financial institutions

Medicare

Centrelink

liaise and consult at a high level with community members groups and external agencies

plan and report for a centre

lead a centre team

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment technology software and consumables

access to financial services product information

access to organisational information systems and data

access to organisational policies procedures and process documentation

Method of assessment

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

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

setting and reviewing workplace projects and business simulations or scenarios

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

Business (and Rural) Transaction Centres (BTC and RTC) are:

The range of products and services offered by the centre may include:

External agencies include

The legislative and regulatory environment relevant to centres includes the:

Performance indicators may include: