Required skills

communication skills to

determine and confirm information using questioning and active listening as required

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to

perform calculations related to achieving required outcomes

use computer applications word processing spreadsheet database to assist in achieving required outcomes

access and update records electronically

use internet information

literacy skills to

read and interpret documentation from a variety of sources and record and consolidate relevant related information

interpret accountability requirements

manage organisation and claims classifications

understand organisation delegation and authority levels

follow organisation policies and procedures

understand policy coverage interpretation and application

research and analysis skills for accessing and interpreting relevant information into meaningful terms

effective interpersonal skills

organisation skills including the ability to plan and sequence work

Required knowledge

analysis and research methods

analysis and organising data into meaningful terms

decision making processes

insurance policies reports and related documents

organisation claims processing software

organisation operating procedures to assist with determining claim liability

relevant workers compensation personal injury Acts and regulatory requirements

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

receive and clarify information and determine the status of a claim using organisation guidelines and regulatory requirements

document liability decision using organisation guidelines demonstrating knowledge of relevant Acts and regulations and organisation policies and procedures

analyse information to draw meaningful conclusions

read and interpret insurance policies reports and related documents

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the 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 records

access to organisation policies and procedures

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

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

Claim information may include identifying:

Organisation procedures may include:

Specialists may include organisation specialists or outside service providers such as:

Referral procedures may involve:

Decisions may involve:

Filing may include: