Required skills

highly developed communication skills to

determine and confirm client trust requirements using questioning and active listening as required

provide customer service and deal sensitively with clients

resolve disputes and conflicts

liaise with others such as specialist advisers 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 numeracy skills to prepare and interpret complex financial statements and perform complex financial calculations

welldeveloped literacy skills to

read and interpret documentation from a variety of sources

prepare documentation

record consolidate and file information

problem solving skills to identify any issues that have the potential to impact on the trust process or outcome and to develop options to resolve these issues when they arise

excellent interpersonal skills to establish rapport with clients and to liaise with other specialists and team members

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

Required knowledge

relevant Commonwealth State and Territory legislation and regulations including

wills

taxation

trusteeships

application of interstate and overseas legislation and regulations where appropriate

relevant social services and benefits and qualification requirements including

age

disability

unemployment provisions

organisational policies and procedures required in the full range of tasks covered

products and services offered by the organisation and fees attached

roles responsibilities and powers of senior personal trust officer including

management and supervision responsibilities

organisational expectations

limitation of personal authority

application of the professional code of conduct in the personal trustee industry including

ethical practices

integrity

professionalism

confidentiality

how and when to contact key organisational personnel with expertise in specialised areas relating to the personal trustee 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

Identify appropriate products that pertain to the public trustee industry and meet the needs of clients by identifying benefits risks taxation requirements and other issues

use high level interpersonal skills to deal appropriately with sensitive issues

accurately prepare trust and related financial 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 trust legislation organisational documents and information

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

Relevant information, taxation and legislative requirements may include:

Benefits and considerations may include:

Role and responsibilities of a trustee may involve:

Relevant details in relation to beneficiaries may include: