Required skills

welldeveloped communication and interpersonal skills to

negotiate and clarify policy and procedure requirements using questioning and active listening as required

inform staff of policy and procedures purpose and implementation processes and deal with issues that arise providing a constructive working relationship

share information listen and understand

use language and concepts appropriate to cultural differences

welldeveloped research and analysis skills for accessing interpreting and managing complex information

IT skills for accessing and using appropriate systems and databases and using internet information

highly developed literacy skills to

read and interpret documentation from a variety of sources

prepare clear and accessible policy and procedures documentation

record consolidate and file information

problem solving skills to identify any issues that have the potential to impact on policy and procedures implementation and to develop options to resolve these issues when they arise

organisational and time management skills to manage and train staff sequence tasks meet timelines and arrange meetings

Required knowledge

industry best practice

industry codes of practice

organisation policy and procedures purposes and structures

procedure writing techniques and best practice

relevant legal systems and procedures

relevant acts and regulations impacting on the financial services industry

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

establish and implement organisation policy requirements

draft clear and concise policy and procedures documentation

identify lack of compliance and areas of mismanagement

clarify and disseminate policy and guidance information to a range of personnel

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 organisation information systems and data

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 business simulations or scenarios

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

Industry indicators may include, but are not limited to:

Statutory and legislative requirements may cover:

Policy and procedures may cover:

Methods by which personnel are consulted may include,:

An appropriate form may include:

Testing can include: