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

CPPCMN3005 Mapping and Delivery Guide
Complete client documentation

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPCMN3005 - Complete client documentation
Description
Employability Skills
Learning Outcomes and Application This unit of competency specifies the outcomes required to complete client documentation commonly used or issued in the swimming pool and spa servicing industry. It includes gathering and verifying the information required to complete client documentation, processing client documentation, and minimising waste by using electronic document processing.The unit supports the work of those engaged in servicing domestic, commercial and public swimming pools and spas. It applies to entry-level swimming pool and spa technicians.No licensing, legislative, regulatory, or certification requirements apply to this unit of competency at the time of endorsement.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

The following must be present and available to learners during assessment activities:

equipment:

business technology required for preparing and processing client documentation

materials:

standard format or template for client documentation specified in the range of conditions

specification for product or service provided to client

fee schedule for swimming pool and spa products and services.

Assessment activities are performed on an individual basis under general supervision.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
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: Collate information required for processing client documentation.
  • Client contact details are confirmed.
  • Details of products and services supplied to client are confirmed and prices quoted are verified.
  • Time spent in providing service to client is recorded.
  • Guarantees or warranty arrangements for products and services are confirmed.
  • Payment status is checked.
  • Discrepancies in costs quoted to client and actual cost of products and services are checked and required follow-up is undertaken to collect shortfall.
       
Element: Process documentation.
  • Documentation containing complete details of product or service provided is prepared.
  • Cost of providing product or service is calculated and price is recorded in client documentation, if required.
  • Documentation is checked for accuracy and amended as necessary prior to providing to client.
  • Documentation is provided and explained to client, including advice on follow-up service if required.
  • Privacy and confidentiality of client information and documentation are observed.
       
Element: Finalise documentation process.
  • Client queries or complaints are dealt with.
  • Payments are collected from client and receipt is issued, as required.
       


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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Collate information required for processing client documentation.

1.1.

Client contact details are confirmed.

1.2.

Details of products and services supplied to client are confirmed and prices quoted are verified.

1.3.

Time spent in providing service to client is recorded.

1.4.

Guarantees or warranty arrangements for products and services are confirmed.

1.5.

Payment status is checked.

1.6.

Discrepancies in costs quoted to client and actual cost of products and services are checked and required follow-up is undertaken to collect shortfall.

2.

Process documentation.

2.1.

Documentation containing complete details of product or service provided is prepared.

2.2.

Cost of providing product or service is calculated and price is recorded in client documentation, if required.

2.3.

Documentation is checked for accuracy and amended as necessary prior to providing to client.

2.4.

Documentation is provided and explained to client, including advice on follow-up service if required.

2.5.

Privacy and confidentiality of client information and documentation are observed.

3.

Finalise documentation process.

3.1.

Client queries or complaints are dealt with.

3.2.

Payments are collected from client and receipt is issued, as required.

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also complete two different types of client documentation relating to swimming pool or spa servicing for two different clients.

For each of the above different types of client documentation, the person must:

collate information required for completing the client documentation

calculate the costs of providing products and/or services in order to complete the documentation

process documentation according to enterprise requirements

check documentation for accuracy

use electronic means of completing, transmitting and filing client documentation to reduce waste

present and explain documentation to client

respond to client queries or complaints with regard to documentation

file client documentation.

A person demonstrating competency in this unit must demonstrate knowledge of:

commonwealth, state or territory legislation, and local government regulations, Australian standards, and codes of practice impacting on client documentation relating to:

confidentiality

consumer protection

privacy

work health and safety (WHS)

client documentation:

variety of client documentation and standard forms used in the swimming pool and spa servicing industry

consequences of providing incomplete or inaccurate client documentation

details required for completing client documentation

importance of accuracy in completing client documentation

procedures for explaining documentation to client

customer service principles

procedures for processing different methods of payment

operation and maintenance of equipment required for electronic processing of client documentation:

calculator

EFTPOS / credit card machine

electronic tablet

laptop computer

scanner.

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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Collate information required for processing client documentation.

1.1.

Client contact details are confirmed.

1.2.

Details of products and services supplied to client are confirmed and prices quoted are verified.

1.3.

Time spent in providing service to client is recorded.

1.4.

Guarantees or warranty arrangements for products and services are confirmed.

1.5.

Payment status is checked.

1.6.

Discrepancies in costs quoted to client and actual cost of products and services are checked and required follow-up is undertaken to collect shortfall.

2.

Process documentation.

2.1.

Documentation containing complete details of product or service provided is prepared.

2.2.

Cost of providing product or service is calculated and price is recorded in client documentation, if required.

2.3.

Documentation is checked for accuracy and amended as necessary prior to providing to client.

2.4.

Documentation is provided and explained to client, including advice on follow-up service if required.

2.5.

Privacy and confidentiality of client information and documentation are observed.

3.

Finalise documentation process.

3.1.

Client queries or complaints are dealt with.

3.2.

Payments are collected from client and receipt is issued, as required.

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Documentation:

must include at least two of the following:

checklist

guarantee

product information

quotation

receipt

report

service record

tax invoice

warranty

must be completed, transmitted and filed by electronic means according to enterprise requirements to reduce waste and negative environmental impact.

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
Client contact details are confirmed. 
Details of products and services supplied to client are confirmed and prices quoted are verified. 
Time spent in providing service to client is recorded. 
Guarantees or warranty arrangements for products and services are confirmed. 
Payment status is checked. 
Discrepancies in costs quoted to client and actual cost of products and services are checked and required follow-up is undertaken to collect shortfall. 
Documentation containing complete details of product or service provided is prepared. 
Cost of providing product or service is calculated and price is recorded in client documentation, if required. 
Documentation is checked for accuracy and amended as necessary prior to providing to client. 
Documentation is provided and explained to client, including advice on follow-up service if required. 
Privacy and confidentiality of client information and documentation are observed. 
Client queries or complaints are dealt with. 
Payments are collected from client and receipt is issued, as required. 

Forms

Assessment Cover Sheet

CPPCMN3005 - Complete client documentation
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

CPPCMN3005 - Complete client documentation

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: