This describes the essential skills and knowledge and their level required for this unit

Required Skills

council policies relating to rates

statutory requirements

Required Knowledge

providing clear explanations

negotiating

writing correspondence

selecting language appropriate to customer

responding to multiple demands in peak periods of rate payments

resolving conflict

Overview of assessment requirements

A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria The knowledge and skill requirements described in the Range Statement must also be demonstrated For example knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated

Critical aspects of evidence to be considered

The demonstrated ability to

provide prompt and effective service to external and internal clients

correct identified errors or enter changes promptly

explain statutory or council requirements clearly

adjust supplementary notices

process and reconcile journal adjustments

Context of assessment

Competency is demonstrated by performance of all stated criteria with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide and within the scope of the Range Statement

Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies for the particular AQF level Refer to the key competency levels at the end of this unit

Method of assessment

The following assessment methods are suggested

observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies

written andor oral questioning to assess knowledge and understanding

completion of workplace documentation

thirdparty reports from experienced practitioners

completion of selfpaced learning materials including personal reflection and feedback from trainer coach or supervisor

Evidence required for demonstration of consistent performance

Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of situations

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace including access to a workplace or simulated case study that encompasses resources such as

examples of council policies governing rate procedures and guidelines

relevant databases

records management systems

Clients may include:

Special charges may include:

Enquiries may include:

Requests may include:

Other council personnel may include:

Council policy may include: