Required skills

communication skills to

determine and confirm client legal process requirements using questioning and active listening as required

negotiate and resolve disputes

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

literacy skills to

read and interpret documentation from a variety of sources and recording gathering and consolidating debtor information

draft reports and letters and complete legal documentation

interpret and comply with legal and ethical principles and obligations

research and analysis skills to determine types of service and legal obligations

IT skills for accessing and using appropriate software such as spreadsheets and databases and the internet in a collection agency or credit management context

organisational skills including the ability to plan and sequence work

Required knowledge

all relevant State or Territory and Commonwealth Acts

role procedures and relevant documentation of the various relevant court jurisdictions and appeals procedures

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

take personal responsibility for fully complying with legal obligations and interpret and comply with legislative requirements and general developments in process serving

develop constructive responses when confronted with problems and difficulties

accurately complete legal documents

liaise and cooperate with a variety of persons in serving legal documents

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 relevant legal and industry documentation for process serving

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

verbal or written questioning on underpinning knowledge and skills

setting and reviewing simulations or scenarios

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

Clients may include:

Organisation policies and procedures may include:

Types of service may include:

Documents may include:

Relevant factual details may include: