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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Assess file and work required
   • Assess client file to determine client requirements, to allocate to appropriate team member and external adviser(s) where required
   • Recognise and manage risk management and insurance planning issues, and taxation and retirement planning requirements when required
   • Identify and analyse more complex issues within client file
   • Identify and explain appropriate process for handling each complex issue to client, or refer to appropriate external adviser as required
2. Allocate files
   • Allocate and coordinate file with appropriate team member, and external adviser(s) where required, based on organisational criteria and standards
   • Allocate files equitably and with due regard for level of competency and experience of team member and external adviser(s)
   • Authorise actions to be undertaken by team member and external adviser(s)
3. Monitor work progress
   • Review and check progress of work according to legislative requirements for legal implications and complications
   • Ensure team members adhere to terms stipulated in client file, and evaluate quality of prepared legal documents and rulings made about doubtful clauses
4. Supervise progress
   • Regularly review file management progress with team member and external adviser to ensure responsibilities are undertaken in timely and professional manner consistent with organisational policy and procedures
   • Provide prompt advice, information and support to team member and external adviser(s) when required
   • Closely monitor problem files and manage any disputes and complications in timely and professional manner, and according to ethical guidelines

Performance Evidence

Evidence of the ability to:

assess a client file and identify work to be allocated

allocate and coordinate work with others

supervise work being carried out to ensure adherence to client and legislative requirements, and organisational policy and procedures

supervise team members and external advisers.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain the key requirements, including documentation, of relevant Commonwealth, state and territory legislation and regulations in regards to:

wills

intestacies

attorneyships and guardianships

probate and administration

trusteeships

outline organisational policy and procedures when assessing, allocating and supervising work

outline the range of specialist services available in the financial services industry, and qualification requirements that support the personal trustee sector

identify potential conflict in a variety of situations and describe conflict resolution strategies

explain factors which increase the risk of litigation and appropriate strategies to overcome them

explain the roles, responsibilities and powers of the senior personal trust officer or manager including:

accountability and reporting requirements

decision-making processes

setting and achieving organisational goals, targets and objectives

development and implementation of organisational policy and procedures

human resource management principles, issues and practices

provide a detailed explanation of the application of the professional code of conduct in the personal trustee sector at all levels, including:

ethical practices

integrity

professionalism

confidentiality.

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