Required skills

communication skills including active listening and questioning techniques and using and interpreting nonverbal communication to identify and confirm client requirements liaise with relevant parties and explain proceedings to clients

problemsolving skills to accommodate additional family requests where required

customer service skills including ability to maintain confidentiality of client information

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

literacy and numeracy skills to understand written documentation and to accurately complete required documentation

teamwork skills to liaise with other staff

Required knowledge

crematorium operating procedures

social religious and cultural differences and traditions in relation to viewing of cremations

workplace policies and procedures regarding viewing of cremations

broad working knowledge of relevant federal state or territory and local government legislation and regulations relating to OHS conduct of cremations and associated documentation

first aid procedures

professional funeral services industry parameters and protocols for dealing with the deceased and 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 sensitively liaise with and determine familys viewing requirements and arrange viewing in keeping with these requirements

use of sensitive and empathetic verbal and nonverbal communication with the bereaved before and during viewing and clear and accurate communication with colleagues

arranging and overseeing viewings of 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

demonstration of skills within an environment where client reactions to viewings can be monitored and addressed and a range of liaison activities required to arrange viewings can be performed

access to first aid facilities

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 arranging and overseeing viewings of cremations while applying relevant policies and procedures

written or verbal questioning to assess knowledge and understanding of relevant legislation and workplace policies and procedures with regard to arranging and overseeing viewings of cremations

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

SIFBCRA Memorialise cremated remains

SIFBCR015A Memorialise cremated remains.

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

Family may include:

Workplace policies and procedures may include:

Appropriate personnel may include:

Social, cultural and religious requirements may include:

First aid facilities may include:

Relevant legislation and regulations may include:

Contingencies may include: