In order for a safe inference of competence to be made on this unit the candidate must provide evidence of the following areas of skills and knowledge

Essential knowledge

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

This includes knowledge of

Appointments

confirmation of appointments

the action that must be taken for broken andor cancelled appointments

the dentists preferred work routine

the particular needs which clients may have for the timing of appointments

the relevant details that must be entered into the appointment system and the written confirmation that must be provided to the client

the time constraints imposed by the dental laboratory

the time requirements of different treatment procedures and the effect this has on appointment scheduling

the ways in which the scheduling of appointments may cause problems for the practice and possible methods for remedying this

Recall appointments

advantages of a recall system

methods used by the dental practice or the organisation to identify those clients who require either recall examination or followup treatment

methods used to followup clients who do not respond to recall

Legal requirements

confidentiality requirements for the recording and storage of client records

reasons for ensuring the confidentiality of information provided by the client

requirements of the Health Privacy Principles and their application to the collection of information by the dental practice or organisation

Dental terminology

abbreviations and symbols used when recording dental treatment

community periodontal index

FDI notation system used to designate the permanent and deciduous teeth during examination and charting

Palmer notation system used to designate the permanent and deciduous teeth during examination and charting

symbols used during charting of individual

Handling and recording financial transactions

HICAPS electronic claims and payment

issuing of invoices

itemising of client accounts using the coding system described in the Australian Schedule of Dental Services and Glossary wherever possible

operating a petty cash system

organisation policy on banking and handling of cash securely

recording of payments and issuing of receipts

the Department of Veterans Affairs DVA health care program

the details that need to be recorded and checked for credit andor debit cards and cheque payments

the different methods of payment

Essential skills

It is critical that the candidate demonstrate the ability to

Accurately calculate fees

Assist with management of an effective appointment and recall system

Record financial transactions in accordance with dental practiceorganisation requirements

Record label and file forms and records in accordance with legislation and the dental practiceorganisation policies

Respond to a variety of requests for information from a range of persons

In addition the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

This includes the ability to

Deal with conflict

Select and apply the procedures to perform a range of tasks follow sequenced written instructions record accurately and legibly client details

Use available technology and software for recording appointments and payments

Use interpersonal skills to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities It includes working with others and demonstrating empathy with callers and clients

Use oral communication skills required to fulfil the job role as specified by the dental practiceorganisation

acknowledging and responding to a range of views

active listening

asking for clarification from caller or client

asking questions

negotiation

Use literacy skills to read and follow directions policies and procedures including

infection control policies and procedures

WHS policies and procedures

practiceorganisation policies and procedures

Use numeracy skills including

basic mathematical calculations such as addition multiplication and calculations of percentages

handling and recording of basic financial calculations

Use problem solving skills required include an ability to use available resources prioritise appointments and assess the urgency of calls

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria Required Skills and Knowledge the Range Statement and the Assessment Guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate this competency unit

The individual being assessed must provide evidence of specified essential knowledge as well as skills

Observation of workplace performance is preferred for assessment of this unit

Consistent compliance with current NHRMC infection control guidelines Australian Standards and legislative requirements as they relate to the dental assistants specific job role

Consistency of performance should be demonstrated over the required range of workplace situations

Context of and specific resources for assessment

Assessment should replicate workplace conditions as far as possible

Simulations may be used to represent workplace conditions as closely as possible

Where for reasons of safety access to equipment and resources and space assessment takes place away from the workplace simulations should be used to represent workplace conditions as closely as possible

Method of assessment

Observation in the workplace

Evidence of essential knowledge and understanding may be provided by

traditional or online computerbased assessment

written assignmentsprojects

Case study and scenario as a basis for discussion of issues and strategies to contribute to best practice

Questioning

Staff andor client feedback

Supporting statement of supervisor

Authenticated evidence of relevant work experience andor formalinformal learning

Roleplaysimulation

Access and equity considerations

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on health of Aboriginal andor Torres Strait Islander clients and communities

Abbreviations and symbols may include:

Communication equipment may include:

Maintaining confidentiality may include but is not limited to:

Appointment requirements may include but are not limited to:

Recording of appointment details may include:

Dental records may include but are not limited to:

Recall systems may include: