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

customer service skills

interpersonal communication skills to

prepare for and conduct interview with customer

finalise application through clear and direct communication

ask questions to identify and confirm requirements

share information

give instructions

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

language literacy and numeracy skills relevant to the role and workplace requirements

ability to read and interpret the requirements postal enterprise and thirdparty agency applications

demonstrated ability to assist customers to complete relevant application documentation

The following knowledge must be assessed as part of this unit

knowledge of postal enterprise and authorising agency policy and procedures in regard to

establishing identification of applicant

establishing authenticity of applicants documentation

completion of relevant documentation

basic knowledge of

relevant legislation and statutory requirements

relevant identification procedures

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

accesses legal and regulatory requirements for applications

communicates effectively with customersapplicants

defuses situations in which customersapplicants are aggressive

completes documentation accurately

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

works effectively with others in the workplace

conveys information effectively in verbal and written form

maintains workplace records and documentation

provides effective and professional customer service

selects and uses appropriate workplace colloquial and technical language

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

policy and procedure manuals for relevant authorising agencies

customer application documents

personal identification and related documentation

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

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

Relevant documentation and information sources may include:

Specific interviews may include:

Documentation requirements may include:

Interview procedure may include:

Personal details may include:

Additional evidence may include: