Required skills

communication skills to consult relevant personnel display empathy respect and courtesy and apply telephone and negotiation skills to schedule burials or cremations

customer service skills including ability to maintain confidentiality of client information

literacy and numeracy skills to understand written documentation complete required documentation and apply computer literacy to use electronic workplace booking systems

organisational and time management skills to complete scheduling tasks according to client requirements and workplace policies and procedures

interpersonal skills to relate to people from a range of social cultural religious and ethnic backgrounds and with a range of physical and mental abilities

Required knowledge

burial or cremation procedures

social religious and cultural differences and traditions

workplace policies and procedures regarding scheduling burials or cremations

broad working knowledge of relevant federal state or territory and local government legislation and regulations relating to documentation and confidentiality requirements for burials and cremations

professional funeral services industry parameters when dealing with the bereaved

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

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

Evidence of the following is essential

ability to handle enquiries and communicate with funeral home personnel in a prompt courteous and professional manner to schedule burials or cremations in a manner that meets all parties needs

identification of details of burial or cremation and service requirements including social cultural and religious requirements

communication of scheduling information to relevant personnel

scheduling burials or cremations on multiple occasions to ensure consistency of performance and ability to respond to different situations

Context of and specific resources for assessment

Assessment must ensure

access to appropriate communication equipment computers printers information programs record systems and software programs currently used in funeral services industry to control scheduling of burials and cremations

range of burial or cremation requirements

access to relevant documentation such as burial schedules

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of candidate identifying and applying procedures for scheduling burials or cremations and checking burial or cremation details and requirements while applying relevant policies and procedures

written or verbal questioning to assess knowledge and understanding of relevant procedures with regard to scheduling burials or cremations

participation in role plays in relation to communicating and confirming schedules with relevant personnel

review of workplace documents completed by candidate

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SIFFNLA Arrange funerals

SIFFNL003A Arrange funerals.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Funeral home personnel may include:

Workplace policies and procedures may include:

Relevant personnel may include:

Social, cultural and religious requirements may include:

Workplace information systems may include:

Relevant documentation may include:

Relevant legislation and regulations may include: