This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

application of postal enterprise work procedures

appropriate application of operational procedures and customer service standards for the delivery of mail in a retail post environment

identification and correct use of equipment processes and procedures

application of relevant agreements codes of practice and other legislative requirements

planning own work including predicting consequences and identifying improvements

delivery transaction relevant accurate and timely record keeping

interpersonal communication skills to

conduct contact with customers

report mail delivery incidents through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

The following knowledge must be assessed as part of this unit

postal enterprise policy and procedures in regard to

delivery of mail in a retail post environment

relevant legislation and statutory requirements

relevant OHS and environmental requirements

impact of job on facility and team performance

focus of work systems equipment management and operating systems

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

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

Evidence of the following is essential

locates interprets and applies relevant information which may include OHS and environmental requirements and postal enterprise operating procedures systems and policy

works effectively with others in the workplace

uses postal enterprise electronic systems for delivery of mail

delivers mail using appropriate methods to secure mail and check customer authorisation

conveys information in verbal and written form

maintains hard copy and online workplace records and documentation as appropriate

provides effective and professional customer service

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

relevant documentation such as postal enterprise policy and procedure manuals

customer articles and documents

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 performance in the workplace

a role play

thirdparty reports from a supervisor

customer feedback

answers to questions about specific skills and knowledge

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

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

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification

Customers may include:

Risks of loss or damage may include:

Established laws, by-laws and procedural guidelines may include:

Associated documentation may be: