Required skills

communication skills including clear and direct communication and active listening and questioning techniques using language and concepts appropriate to cultural differences and using and interpreting nonverbal communication to identify and confirm client requirements

organisational and selfmanagement skills to complete required tasks according to client requirements workplace policies and procedures and required timeframes

problemsolving skills to deal with contingencies when scheduling burials or cremations

teamwork skills to consult with colleagues to identify and organise required resources

literacy and numeracy skills to accurately complete and review relevant documentation

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

customer service skills including ability to maintain confidentiality of client information

Required knowledge

burial procedures

social religious and cultural differences and traditions

professional funeral services industry parameters in dealing with the deceased and the bereaved

broad working knowledge of relevant federal state or territory and local government legislation and regulations relating to consumer protection and funeral arrangements and associated documentation

workplace policies and procedures regarding arranging funerals

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 accurately identify organise and schedule funeral arrangements that meet client needs

ability to liaise with funeral and external personnel to identify and organise required aspects of funeral and to deal with contingencies in organising and scheduling burials or cremations

sensitive communication with the bereaved according to funeral services industry parameters and protocols

arranging funerals 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 computers communication technology and software programs to coordinate funeral arrangements

consultation with funeral services personnel such as cemetery or crematorium staff

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

access to relevant documentation such as funeral schedules and pricing information

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 consulting clients and liaising with funeral and external personnel to identify organise and schedule funeral arrangements

written or verbal questioning to assess knowledge and understanding of relevant procedures regarding funeral arranging

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 and oversee viewings

SIFFNL004A Arrange and oversee viewings.

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

Client may include:

Funeral service location may include:

Special requirements may include:

Workplace policies and procedures may include:

Relevant legislation and regulations may include:

Relevant guidelines may relate to:

Funeral arrangements may include:

Relevant funeral personnel may include:

Appropriate personnel may include:

Resources may include:

Relevant documentation may include: