Required skills

communication skills to

interact with the customer to

ask questions to identify and confirm baby or infant requirements

provide information

confirm understanding

explain pharmacy baby and infant services available

suggest and supply baby and infant medicines and products

refer customer to a pharmacist or another staff member

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

learning skills to maintain currency of knowledge on the pharmacy range of Pharmacy Medicines and unscheduled baby and infant care medicines products and services

literacy skills to

follow pharmacy protocols and procedures

interpret medication product and selfcare information

numeracy skills to calculate dosage or quantity requirements

planning and organising skills to meet customer service timelines

problemsolving skills to assess and respond to customer information

teamwork skills to operate as part of a pharmacy team providing relevant information and seeking advice from a pharmacist and other pharmacy staff as required

technical skills to assess baby and infant care requirements

technology skills to

access and use information systems required by the role

demonstrate procedures for using relevant aids and equipment that may assist customers requiring baby and infant medicines products or equipment

Required knowledge

aids and equipment that may be of assistance to customers requiring baby and infant care products

appropriate health and product terminology

awareness of guidelines on infant feeding and implications for advice given on the use of infant formula as outlined in the Marketing in Australia of Infant Formula MAIF agreement

benefits associated with breastfeeding and sources of further information

common symptoms and conditions for which baby and infant care pharmacy medicines and products may provide relief

personal role boundaries and responsibilities and circumstances under which referral to a pharmacist or other pharmacy staff is required

pharmacy range and locations of Pharmacy Medicines Pharmacist Only Medicines used to treat babies and infants

pharmacy range and location of key baby and infant care products and associated features and benefits including

formula composition

teat and bottle features and selection

sterilisation techniques

nappy creams

pharmacy protocols and procedures relating to the supply of baby and infant care products including

collecting required information from customers

identifying baby and infant needs

identifying and acting on triggers for referral to a pharmacist

identifying and supplying the relevant medicines products information aids and equipment to meet customer needs

respecting and protecting customer privacy

support services and baby and infant care information including

baby clubs including inpharmacy baby care clubs

baby clubs, including inpharmacy baby care clubs

dedicated facilities

infant healthcare services

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 knowledge of the pharmacy product range to suggest and supply products that meet baby and infant healthcare needs

apply knowledge of lifestyle baby and infant healthcare practices and support services to inform customers

collect from and provide information to customers in ways appropriate to customer needs

demonstrate appropriate techniques to confirm customer understanding of directions for product use

follow pharmacy protocols and procedures for identifying and acting on triggers for referral to a pharmacist

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 workplace environment which may include customer interruptions and involvement in other related activities normally expected in the pharmacy

Assessment must ensure access to

a range of real or simulated customers with different requirements

a range of baby and infant care products and services

pharmacy protocols and procedures

relevant documentation such as

medicine and product information

baby and infant healthcare advice

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

collecting and assessing information to establish baby or infant requirements

identifying and acting on triggers for referral to a pharmacist

suggesting and supplying baby and infant care products to a range of customers

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 for example

SIRXSLS Sell products and services

Customer may include:

Medicines or productsmay include:

Responsemay include:

Triggers for referral to a pharmacist may include:

Directions for product usemay include:

Companion products and servicesmay include:

Relevant sourcesmay include: