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Elements and Performance Criteria

1. Clarify and organise pick-up and delivery operations
2. Work requirements and specific customer needs are interpreted and clarified as required
3. Pick-up and delivery points are located
4. Size, weight and configuration of items to be delivered are identified and measured as required
5. Resources required to facilitate pick-up and delivery are identified and prepared for use
6. Plan pick-up and delivery route
7. Pick-up and delivery route is planned based on an analysis of distance, travel times, customer requirements, resource implications and known priorities
8. Items to be delivered are sorted accurately into route order
9. Items to be delivered are handled in a manner that minimises the risk of damage
10. Special items are identified accurately
11. Items to be delivered are organised into bundles and kept in sequence for delivery
12. Items to be delivered are handled securely
13. Pick-up items to be delivered
14. Items are picked up within specified times
15. Items are kept secure to minimise the risk of damage, theft, misdelivery and loss
16. Contact with customers is conducted courteously and in a manner that encourages customers to continue to use the pick-up and delivery services
17. Deliver items to correct addresses
18. Deliveries are completed within specified times
19. Items requiring special treatment are delivered as specified and relevant documentation is completed accurately
20. Complete transactions with customers
21. Amount owing is noted from the delivery advice or invoice and customer is advised
22. Transactions are completed as required, in accordance with workplace policies and procedures
23. Cash transaction amount tendered is checked, and correct change is calculated and given
24. Maintain records of courier delivery operations
25. Incidents involving customers that occur, or hazards identified during delivery, are reported accurately to the relevant person/section
26. Undelivered and undeliverable items are processed in accordance with workplace policies and procedures
27. Documentation and records are completed, checked for accuracy and given promptly to the appropriate person

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

adapting and modifying pick-up and delivery activities depending on workplace contexts, resources and environment applying relevant legislation and workplace procedures communicating effectively and using appropriate strategies when listening, questioning and receiving feedback communicating effectively verbally and in writing as required for courier pick-up and delivery operations completing calculations required for transactions when completing pick-up and delivery operations following relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental protection procedures and responsibilities including safe lifting and carrying procedures identifying and correctly using mobile phones and other equipment and technology required to complete pick-up and delivery tasks interpreting and following a set of instructions for a pick-up and delivery operations keeping required records of pick-up and delivery operations planning a route and schedule to complete required workplace tasks recognising limitations and asking for help or information about work requirements and procedures responding appropriately to cultural differences in interactions with customers and colleagues taking appropriate initiative to deal with problems and to complete tasks using appropriate techniques to solve or report problems identified when completing pick-up and delivery operations working cooperatively and collaboratively with others to complete pick-up and delivery tasks.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

basic mathematical operations and techniques needed to plan pick-up and delivery routes and schedules, and to complete financial transactions involved pick-up and delivery procedures, policies and instructions procedures for identifying and using relevant workplace technology when carrying out workplace calculations relevant workplace standards and duty of care requirements safe lifting and carrying policies and procedures systems and equipment used during pick-up and delivery processes and instructions, processes and precautions for their use typical mathematical problems involved in courier delivery operations and appropriate action and solutions.

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