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Elements and Performance Criteria

  1. Identify customer need.
  2. Provide NSP equipment supply, disposal and information services.

Required Skills

Required skills

communication skills to

interact with the customer to

ask questions to identify and confirm requirements

provide information

confirm understanding

explain NSP services

refer to a pharmacist or other pharmacy staff where relevant

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

accept and dispose of used equipment to minimise environmental damage

literacy skills to

apply NSP operational guidelines

follow pharmacy protocols and procedures

record NSP statistical information

planning and organising skills to meet customer service requirements

teamwork skills to operate as part of a pharmacy team and provide relevant information to a pharmacist or other pharmacy staff as required

Required knowledge

pharmacy protocols and procedures relating to NSP policies regarding

accepting and disposing of used sharps containers

collecting information from customers

collecting and supplying information to an agent acting on behalf of a customer

identifying and acting on situations and responses requiring referral to a pharmacist

protecting customer privacy and anonymity

providing readymade equipment

NSP operational guidelines

sources of information on selfreferral alcohol and drug support agencies

Evidence Required

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

Overview of assessment

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

Evidence of the ability to

apply pharmacy procedures to supply readymade equipment packs and collect used sharps containers

follow pharmacy procedures to protect customer privacy

refer to relevant sources of information regarding support agencies to inform customers when requested

recognise and act on all situations or requests requiring referral to a pharmacist

plan and carry out work to meet efficient customer service workflow requirements

Context of and specific resources for assessment

Assessment must ensure that competency is

observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment guidelines

demonstrated across a range of customers over sufficient time to include handling of a range of contingencies

demonstrated in a real or simulated pharmacy environment which may include customer interruptions and involvement in other related activities normally expected in the pharmacy

Assessment must ensure access to

pharmacy protocols and procedures

NSP operational guidelines

a range of real or simulated customers with NSP requirements

readymade equipment kits including sharps containers

a large pharmacy sharps disposal container

relevant documentation such as

NSP statistical forms

list of relevant local and online support services and agencies

Method 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 the candidate in the workplace

assessing customer requirements

providing readymade equipment packs

accepting and disposing of used sharps containers containing used injecting equipment

collecting statistical data if required

providing information regarding relevant support services on request

written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge

role plays to confirm communication skills to meet diverse customer requirements

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

Guidance information for assessment

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

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Protocols and procedures may include:

interacting with the customer to establish:

who the product is for

symptoms

duration of symptoms

other existing health conditions

other medications being used by the customer

if they have seen a doctor

assessing:

customer responses to questions

own confidence that the product or service requested by the customer or envisaged by the pharmacy assistant is right for the customer’s symptoms.

Customer requirements may include:

ready-made equipment packs

disposal of used injecting equipment.

Customer may include:

people acting as agents for a customer

the elderly and infirm

people who are:

illicit and injecting drug users

alcohol affected

emotionally unstable

mentally unstable

physically unwell.

Ready-madeequipment packs may include packs containing:

a specified number of syringes

swabs

filters

a sharps container.

NSP statistics may include:

information voluntarily provided by the customer, including:

gender

postcode

age

drug

number of needles and syringes supplied.

Support agencies may include:

community drug and alcohol information services

HIV and hepatitis support groups

outreach programs

men and women’s peer programs.