Required skills

communication skills including clear and direct communication and active listening and questioning techniques to liaise with appropriate personnel using language and concepts appropriate to cultural differences and using and interpreting nonverbal communication to display empathy respect and courtesy to clients

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

problemsolving skills to deal with contingencies when scheduling staff and using vehicles and equipment

teamwork skills to consult with staff and other funeral personnel to confirm schedules and identify and organise required resources

literacy and numeracy skills to interpret written documentation and instructions check relevant documentation and develop funeral schedules

customer service skills including ability to maintain confidentiality of client information

Required knowledge

procedures for funeral operations

workplace policies and procedures regarding funeral operations

environmental impacts regarding funeral operations and minimal impact practices to reduce these

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

social religious and cultural differences and traditions

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 interpret a schedule for a series of predetermined funeral arrangements and coordinate operational details for multiple funerals that meet these requirements

ability to liaise with funeral and external personnel to organise required aspects of all scheduled funerals and to deal with contingencies in coordinating a series of safe and efficient funerals

effect vive coordination and management of staff and resources demonstrating leadership and decision making skills

coordinating funeral operations 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 operations

liaison with relevant personnel and monitoring of vehicle preparation

access to relevant documentation such as staffing rosters and funeral schedules and rosters

access to funeral vehicle

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 procedures and resources required to coordinate and schedule funeral services

coordinating funeral staff and vehicle and equipment requirements

consulting staff and liaising with funeral and external personnel to identify organise and confirm operation schedule

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 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 staff may include:

Funeral requests and requirements may include:

Relevant documentation may include:

Resourcing requirements may include:

Relevant personnel may include:

Workplace policies and procedures may include: