Required skills

communication skills including clear and direct communication and active listening and questioning techniques to confirm family requirements and advise on memorialisation options

customer service skills to maintain confidentiality of client information

literacy and numeracy skills to identify interpret and complete required documentation

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

Required knowledge

crematorium operating procedures

social religious and cultural differences and traditions in relation to memorialisation of cremated remains

professional funeral services industry parameters in dealing with the bereaved and the deceaseds remains

broad working knowledge of relevant federal state or territory and local government legislation and regulations relating to collecting and memorialising cremated remains and associated documentation

workplace policies and procedures regarding collecting or memorialising cremated remains

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 requirements and arrange memorialisation or collection of remains

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

accurate completion of all documentation

coordinating the collection or memorialisation of cremated remains 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 records systems and software programs currently used in funeral services industry to coordinate memorialisations

interaction with diverse client types to allow candidate to respond to range of memorialisation requirements and client requests

access to appropriate vessels for cremated remains

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 advising range of clients on collection and memorialisation options and arranging for conduct of required service in a manner consistent with accepted funeral services industry standards

written or verbal questioning to assess knowledge and understanding of relevant legislation and workplace policies and procedures regarding the collection or memorialisation of cremated remains

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

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:

Social, cultural and religious considerations may include:

Workplace policies and procedures may include:

Relevant legislation and regulations may include:

Relevant documentation may include:

Appropriate staff may include:

Memorial site may include: