Required skills

welldeveloped communication skills to

liaise with others share information confirm work requirements using questioning and active listening as required

use language and concepts appropriate to cultural differences

numeracy and IT skills to

perform calculations related to superannuation operations

access and update account records electronically

use internet information

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

interpersonal skills to relate effectively within a team environment

data analysis and interpretation skills

project management skills

organisation skills including the ability to plan and sequence work

customer relations and customer service skills

learning skills to maintain knowledge of changes to products and relevant legislation

judgement skills for forming recommendations in operational situations

management skills for working effectively in a constantly changing environment and supervising staff effectively

Required knowledge

superannuation organisationoperational guidelines

organisationsystems and resource requirements

relevant industry Acts regulations and codes of practice

organisation

administrative processes and systems

marketing and advertising processes

documentation systems including registry and library processes

human resources procedures

office information technology systems and software

Privacy Act obligations

fraud deterrence practices

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

monitor operational procedure and guidelines against organisation objectives and relevant legislation and codes of practice

counsel staff when breaches in guidelines are identified

identify and address factors which may affect performance of staff systems andor resources

evaluate performance against fund requirements and form recommendations andor make recommendations

implement and monitor performance measurement systems

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 financial 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 business simulations or scenarios

Guidance information for assessment

Operational guidelines include:

Performance measures and operational outcomes may include:

Support may include:

Systems and resources may include:

Communication may include:

Client service may be pre or post sales and may include:

Service standards may include:

Relevant legislation and codes of practice may include: