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

CPPCMN3005A Mapping and Delivery Guide
Complete client documentation

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPCMN3005A - Complete client documentation
Description This unit of competency specifies the outcomes required to complete client documentation commonly used or issued within the swimming pool and spa servicing industry. It includes gathering and verifying information required to complete client documentation, processing client documentation, and minimising waste by using electronic document processing.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit of competency supports the work of those engaged in servicing in a range of property services contexts.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
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 details are confirmed in line with enterprise procedures.
  • Details of products and services supplied to client are confirmed and prices quoted are checked in line with enterprise procedures.
  • Time spent in providing service to client is recorded in line with enterprise procedures, if required.
  • Guarantees or warranty arrangements for products and services are confirmed in line with enterprise procedures.
  • Payment status is checked and appropriate action is taken in line with enterprise procedures.
  • Discrepancies in costs quoted to client and actual cost of products and services are checked and reported to appropriate persons and follow-up action required to collect shortfall is taken in line with enterprise 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

This unit of competency could be assessed by demonstration of completion of client documentation associated with servicing swimming pools and spas.

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

A person should demonstrate the ability to:

collate information required for completion of client documentation related to swimming pool or spa servicing

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

process client documentation related to swimming pool or spa servicing

check client documentation for accuracy

present and explain documentation to client

respond to client queries and complaints with regard to documentation

file client documentation

demonstrate knowledge of:

types and purpose of client documentation

details required to complete different types of client documentation

importance of accurately completing client documentation.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context and is to comply with relevant regulatory and Australian standards’ requirements.

Resource implications for assessment include:

relevant codes, standards and government regulations

a technical reference library with current publications on:

swimming pool and spa products and services

client documentation

customer service principles.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the CPP07 Property Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

This unit could be assessed on its own or in combination with other units relevant to the job function.

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should, as far as is practical, take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

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 skills

communication skills to interact in an ethical manner with clients from diverse social, economic and cultural backgrounds

decision-making and problem-solving skills to identify appropriate information for inclusion in client documentation, including advice on recommended follow-up actions

literacy skills to read, interpret and complete client documentation

numeracy skills to perform basic calculations required to complete client documentation

research skills to identify and locate information on cost of products and services

technology skills to use electronic means of completing, filing and transmitting client documentation

Required knowledge

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

confidentiality

consumer protection

privacy

work health and safety

client documentation:

consequences of providing incomplete or inaccurate client documentation

details required for completion of client documentation

importance of accuracy in completing client documentation

procedures for explaining documentation to client

standard forms used in the industry

variety of client documentation

customer service principles

methods of payment

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

calculator

EFTPOS / credit card machine

electronic tablet

laptop computer

scanner

swimming pool and spa product and service knowledge

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.

Client details may include:

address of client’s property

client billing address

client email address

date product or service provided

name of client

nature of product or service required

telephone number of client.

Products and services may include:

service and/or repair of swimming pool or spa

swimming pool and spa:

accessories

chemicals

components

technical advice on swimming pool or spa.

Documentation may include:

checklist

company information

electronic documentation

guarantees or warranty information

paper documentation

product information

quotation

receipt

risk mitigation

service information

specific documentation for commercial and public swimming pools and spas

tax invoice.

Complete details may include:

Australian Business Number

call-out charges

contact details for company

date of supply of product and service

delivery charges

delivery details

description of product or service provided

discounts

Goods and Services Tax

guarantee or warranty details

labour cost

materials:

cost

description

product code numbers

quantity

name of staff member who provided product or service

recommended follow-up actions

tax invoice number

time spent providing product or service.

Payments may include:

account

cash

cheque

credit card

EFTPOS.

Copies of documents may be:

for follow-up action

for supplier

for the accounts department

for the file

paper-based or electronically transmitted materials.

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 details are confirmed in line with enterprise procedures. 
Details of products and services supplied to client are confirmed and prices quoted are checked in line with enterprise procedures. 
Time spent in providing service to client is recorded in line with enterprise procedures, if required. 
Guarantees or warranty arrangements for products and services are confirmed in line with enterprise procedures. 
Payment status is checked and appropriate action is taken in line with enterprise procedures. 
Discrepancies in costs quoted to client and actual cost of products and services are checked and reported to appropriate persons and follow-up action required to collect shortfall is taken in line with enterprise procedures. 

Forms

Assessment Cover Sheet

CPPCMN3005A - 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

CPPCMN3005A - 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: