Required skills

highly developed communication skills to

determine and confirm information using questioning and active listening as required

interpret client information needs

provide clear presentation of complex information

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to

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

access and update records electronically

assess application of data to client needs

order and classify information

use internet information

welldeveloped literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

research and analysis skills for accessing and interpreting relevant information

organisation skills including the ability to plan and sequence work

Required knowledge

current personal injury management sector policies and products

insurance industry trends and developments

insurance management systems

insurance promotional programs

premium classification rates and systems

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

interpret and comply with industry and organisation obligations and objectives including relevant legislative requirements

deal with questions relating to all aspects of the business and policy issues that arise for clients

effectively manage policy and product data and information

identify and present on issues of relevance to clients

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

setting and reviewing workplace projects and business simulations or scenarios

Guidance information for assessment

Personal injury management insurance may include:

Clients may include:

Compliance implications may include:

Emerging trends may include:

Classification rates may include:

Premium formula may include: