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

FNSBNK502A Mapping and Delivery Guide
Manage services in a Business Transaction Centre

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSBNK502A - Manage services in a Business Transaction Centre
Description This unit describes the performance outcomes, skills and knowledge required to provide leadership in, and management of, Business (and Rural) Transaction Centres (BTCs and RTCs) in regional and remote Australia and covers service design, staff support and management, setting performance targets, reporting and liaison with local communities.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit may be applied in a range of services hosted in credit unions, libraries or other existing community service centres that provide BTC and RTC services operated by a wide range of organisations with funding provided by the Commonwealth government. The centres ensure regional and business communities have ready access to an appropriate range of transaction processing and other services such as Medicare claims and Centrelink enquiries.
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: Manage the centre's community relations
  • The role and purpose of the Business (and Rural) Transaction Centre (BTC and RTC) in providing services to the local community and its relationship to the organisation in which it is hosted are recognised and communicated to staff, customers and community groups
  • The reporting, decision making and communication needs of the centre's community-based committee are supported in an effective and timely manner
  • Processes are established and implemented to determine and monitor the range of products and services required by the local community
       
Element: Manage the centre's external relationships
  • Funding proposals are prepared for submission to the Commonwealth government in a form and timeframe which meets the funding bodies requirements
  • Sustainable business relationships with external agencies supported by the centre are managed in an effective manner
  • Reports specified in funding agreement contracts are prepared and submitted in the required forms and timeframes
  • Communication and reporting processes with agencies supported through the centre are conducted to agreed standards
       
Element: Manage the delivery of services
  • Processes are established, implemented and monitored to ensure compliance with the legislative and regulatory environment relevant to centres
  • Budgets and operational plans are developed, implemented and monitored in line with agreed organisational procedures
  • Performance indicators for service provision are determined and monitored and feedback from staff about service provision and process improvements is sought and responses made
  • Facilities, support systems and resources required for the delivery of services are identified and managed effectively
  • Training strategies to ensure staff are able to provide the required products and services are identified and their implementation managed effectively
       
Element: Lead centre staff
  • Instructions and directions given to team members are in line with Stated performance indicators and identified needs including that communication is clear, unambiguous and concise
  • The efforts and contributions of individuals to meeting centre goals are encouraged, valued and rewarded
  • Regular team and individual appraisals are conducted
       


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

Evidence of the ability to:

manage the provision of a wide range of information, advice and transaction processing services for a wide range of agencies such as:

local government councils

road traffic authorities

financial institutions

Medicare

Centrelink

liaise and consult at a high level with community members, groups and external agencies

plan and report for a centre

lead a centre team.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to financial services product information

access to organisational information systems and data

access to organisational policies, procedures and process documentation.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

setting and reviewing workplace projects and business simulations or scenarios

evaluating samples of work

accessing and validating third party reports.

Guidance information for assessment

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

well-developed communication skills to:

determine and confirm BTC and RTC customer requirements, using questioning and active listening as required

engage with rural and remote communities

lead and coach staff

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

well-developed interpersonal skills to establish relationships with community-based committee members

well-developed human resource management and leadership skillsproblem solving skills to identify any issues that have the potential to impact on centre customerservices and develop options to resolve these issues when they arise

literacy skills for:

analysing information and products to ensure appropriateness to customer needs, currency and accuracy

producing written reports (including for government funding) and team guidance material

numeracy skills to accurately analyse, record and store data in accordance with organisational requirements

IT skills for accessing and using appropriate software such as databases and using internet information

planning, organisational and time management skills to sequence tasks, meet timelines and arrange meetings

contract management skills

quality control and continuous improvement skills

Required knowledge

BTC and RTC policies, procedures and protocols

business management strategies and processes

business planning processes

legislation relating to BTCs and RTCs including the Financial Services Reform Act (FSRA)

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.

Business (and Rural) Transaction Centres (BTC and RTC) are:

developed to meet local needs and conditions and are managed by a local committee

funded by the Commonwealth government to ensure communities, particularly in business and regional areas, have local access to a range of key services.

The range of products and services offered by the centre may include:

Centrelink enquiries and communications

deposits and withdrawals from accounts held with a variety of financial institutions

distribution of application forms

In addition to these transaction-based services, BTCs and RTCs may also offer:

internet access and training

library services

local government information and services

Medicare premium payments, claims and information

office space for visiting professionals

payment of bills from a range of commercial and government agencies

payment of credit card balances

secretarial and copying services.

External agencies include

Australia Post

Centrelink

commercial organisations

financial institutions

Giropost

local councils

Medicare

road traffic authorities

utilities

Veterans' Affairs.

The legislative and regulatory environment relevant to centres includes the:

anti-hawking provisions of the Corporations Act

Electronic Funds Transfer (EFT) Code of Conduct legislation

equal employment opportunity and anti-discrimination legislation

Financial Services Reform (FSR) legislation

industrial relations and employment legislation

National Privacy Principles (NPP) legislation

occupational health and safety (OHS) legislation

relevant employment awards.

Performance indicators may include:

budget targets

customer numbers and growth

customer satisfaction rates

error rates for transactions

level of services offered and growth

number of transactions processed in a given time period.

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
The role and purpose of the Business (and Rural) Transaction Centre (BTC and RTC) in providing services to the local community and its relationship to the organisation in which it is hosted are recognised and communicated to staff, customers and community groups 
The reporting, decision making and communication needs of the centre's community-based committee are supported in an effective and timely manner 
Processes are established and implemented to determine and monitor the range of products and services required by the local community 
Funding proposals are prepared for submission to the Commonwealth government in a form and timeframe which meets the funding bodies requirements 
Sustainable business relationships with external agencies supported by the centre are managed in an effective manner 
Reports specified in funding agreement contracts are prepared and submitted in the required forms and timeframes 
Communication and reporting processes with agencies supported through the centre are conducted to agreed standards 
Processes are established, implemented and monitored to ensure compliance with the legislative and regulatory environment relevant to centres 
Budgets and operational plans are developed, implemented and monitored in line with agreed organisational procedures 
Performance indicators for service provision are determined and monitored and feedback from staff about service provision and process improvements is sought and responses made 
Facilities, support systems and resources required for the delivery of services are identified and managed effectively 
Training strategies to ensure staff are able to provide the required products and services are identified and their implementation managed effectively 
Instructions and directions given to team members are in line with Stated performance indicators and identified needs including that communication is clear, unambiguous and concise 
The efforts and contributions of individuals to meeting centre goals are encouraged, valued and rewarded 
Regular team and individual appraisals are conducted 

Forms

Assessment Cover Sheet

FNSBNK502A - Manage services in a Business Transaction Centre
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

FNSBNK502A - Manage services in a Business Transaction Centre

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: