Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

ACMGAS207A Mapping and Delivery Guide
Provide reception services for an animal care facility

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency ACMGAS207A - Provide reception services for an animal care facility
Description This unit of competency covers the process of coordinating client (animal owner) appointments or bookings and undertaking office administration and basic financial tasks for an animal care facility:No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit is applicable to new entrants to the animal care and management industry where reception services are required. Workplaces may include for a range of facilities including: breeding or boarding kennels and catteries; companion animal training, grooming establishments, animal shelters or similar.For veterinary reception refer to ACMVET201A Carry out veterinary nursing reception duties.In addition to legal and ethical responsibilities, all units of competency in the ACM10 Animal Care and Management Training Package have the requirement for animals to be handled gently and calmly. The individual is required to exhibit appropriate care for animals so that stress and discomfort is minimised.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Complete reception services
  • Facility services and fee structure information is provided to clients accurately and courteously.
  • Client appointments or bookings are scheduled and monitored.
  • Animals are identified according to species, breed and permanent markings.
  • Client records are created or updated in accordance with facility policies and procedures.
  • Appointment details and client records are compiled and provided to relevant staff.
  • Drop in and waiting clients are monitored and kept informed of appointment progress or any delays.
  • Reception area is maintained in a clean, tidy and hygienic state at all times.
       
Element: Maintain office records
  • Telephone and mail communications are processed and relayed as required.
  • Information and records system is maintained to ensure integrity.
  • Office equipment is used to perform routine tasks, including computer files and programs.
  • Services and products are invoiced in line with facility fee structure.
  • Cash control is monitored and basic financial documents prepared.
       
Element: Provide basic animal care assistance
  • Routine tasks to assist with animal during appointment or booking are carried out.
  • Animals are restrained and handled in a safe and humane manner.
  • Interactions with clients are documented in accordance with facility policies and procedures as directed.
       
Element: Maintain records
  • Stock levels are monitored and supplies ordered following supervisor approval.
  • Client follow-up requirements are identified and documented as directed.
  • Client records are updated and stored in accordance with facility policies and procedures.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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

The evidence required to demonstrate competence in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria, required skills and knowledge and the range statement of this unit. Assessors should ensure that candidates can:

effectively coordinate reception services and maintain a clean, tidy and hygienic reception area

communicate effectively with facility staff and clientele and follow instructions

perform office administration and basic financial routines and provide basic animal care assistance as directed

maintain accurate records and assist with stock control.

The skills and knowledge required to provide reception services for an animal care facility must be transferable to a range of work environments and contexts and include the ability to deal with unplanned events.

Context of and specific resources for assessment

Assessment of this unit is to be practical in nature and will be most appropriately assessed in an animal care workplace or in a situation that reproduces normal work conditions. Workplaces can include breeding or boarding kennels and catteries, companion animal training, grooming establishments, animal shelters or similar.

There must be access to a range of animals as well as relevant information, equipment and/or resources to enable one to demonstrate competence.

Method of assessment

To ensure consistency in one's performance, competency should be demonstrated, to industry defined standards, on more than one occasion over a period of time in order to cover a variety of circumstances and where possible, over a number of assessment activities.

The assessment strategy must include practical skills assessment. Suggested strategies for this unit are:

written and/or oral assessment of candidate's required knowledge

observed, documented and first-hand testimonial evidence of candidate's application of practical tasks

simulation exercises that reproduce normal work conditions

third-party evidence

workplace documentation

portfolio.

This unit may be assessed in a holistic way with other units of competency relevant to the industry sector, workplace and job role.

Guidance information for assessment

Assessment methods should reflect workplace demands (e.g. literacy and numeracy demands) and the needs of particular target groups (e.g. people with disabilities, Aboriginal and Torres Strait Islander people, women, people with a language background other than English, youth and people from low socioeconomic backgrounds).


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required knowledge

administrative procedures

facility policies and procedures and associated services provided

financial procedures

methods used to safely restrain and handle animals

stock management requirements

recognisable signs and abnormal vital signs in relevant species

range of species handled by the facility to enable completion of client records.

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.

Reception services may include:

greeting clients

providing information on products and services

completing admission and discharge documentation for animals.

Permanent markings may include:

brands, tattoos, ear tags and leg bands

colours and markings:

body

face

leg

nail or hoof colour

permanent scars

missing digits or damage to ears, tail or other unusual features of individual animals.

Client records may include:

animal identification:

colour, markings, brands, tattoos and microchip

name

sex and age

species breed

animal health information:

diet

known allergies

past or current injuries

past or current treatment (e.g. vaccination status)

weight

other animal information:

animals' belongings

board or agistment records

breeding records

future appointments planned

regular treatments and/or services used

training plans

owner information:

animals that have attended this business

contact details

name

payment records.

Information and records system may include:

business information:

animal admission and discharge information

breeding records

boarding or agistment records and diets

client newsletters

products, equipment and disposables stocktake

product and service charges

supplier contact information

training plans and individual animal progress

client information:

information and advice on breeding, diet and health

care, housing, training and exercise needs of specific animals

need for specialised or technical assistance

range of products and services available.

Office equipment may include:

cash register

computer and associated software and hardware:

email and social networking software used for business promotion and communication

office sales software

printer, scanner and modem operation

word processing, database and spreadsheet functions

photocopier

staff communication systems (e.g. two-way radio and intercom)

telephone.

Basic financial documents may include:

cash register daily total

credit card payments summary

invoice for services and products

receipt for payment by client.

Routine tasks may include:

collecting admission and discharge information

documenting items to be kept with animal

moving animals to housing or handling area

handing animal over to other staff or returning to client

fitting collars, head collars, leads and/or clothing

measuring size for clothing or other items

weighing animal.

Animal restraints may include:

muzzles, collars, halters and head collars

rearing bits, twitch or hobbles (used on horses)

leads

holding cages

physical holds using hands, gloves and equipment (e.g. towels or bags).

Note: this unit excludes chemical restraints.

Interaction with clients may include:

inquiries about products and services:

telephone or face to face

email or internet

collecting payments

advising of problems with payments

dealing with initial complaints about products, service or staff

dealing with distressed clients

instructions from clients about products and services required

providing information within the limits of business policy and personal responsibility

referring clients to senior staff

reporting on animal welfare or progress

relaying potentially upsetting news.

Follow-up requirements may include:

home care instructions for client relating to:

behaviour management

equipment dimensions or construction

feeding and health care

grooming

training or exercise

after business communication on animal progress at home:

behaviour modification progress

operation of equipment or other products

settling in of a new animal

training and exercise plan progress

re-booking of services:

advising of seminars or training opportunities

advising of product or other service special offers

reminder of grooming or other appointments.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Facility services and fee structure information is provided to clients accurately and courteously. 
Client appointments or bookings are scheduled and monitored. 
Animals are identified according to species, breed and permanent markings. 
Client records are created or updated in accordance with facility policies and procedures. 
Appointment details and client records are compiled and provided to relevant staff. 
Drop in and waiting clients are monitored and kept informed of appointment progress or any delays. 
Reception area is maintained in a clean, tidy and hygienic state at all times. 
Telephone and mail communications are processed and relayed as required. 
Information and records system is maintained to ensure integrity. 
Office equipment is used to perform routine tasks, including computer files and programs. 
Services and products are invoiced in line with facility fee structure. 
Cash control is monitored and basic financial documents prepared. 
Routine tasks to assist with animal during appointment or booking are carried out. 
Animals are restrained and handled in a safe and humane manner. 
Interactions with clients are documented in accordance with facility policies and procedures as directed. 
Stock levels are monitored and supplies ordered following supervisor approval. 
Client follow-up requirements are identified and documented as directed. 
Client records are updated and stored in accordance with facility policies and procedures. 

Forms

Assessment Cover Sheet

ACMGAS207A - Provide reception services for an animal care facility
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

ACMGAS207A - Provide reception services for an animal care facility

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: