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

LGAGOVA301B Mapping and Delivery Guide
Assist customers with rate enquiries

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency LGAGOVA301B - Assist customers with rate enquiries
Description This unit covers assisting individual and community stakeholders with rate enquiries. The unit outlines the steps involved in assisting customers with rate enquiries, including responding to requests, providing information and making adjustments where appropriate. The unit is suitable for customer service operators who deal directly with customers regarding rate enquiries.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit supports the attainment of skills and knowledge required for competent workplace performance in councils of all sizes. Knowledge of the legislation and regulations within which councils must operate is essential. The unique nature of councils, as a tier of government directed by elected members and reflecting the needs of local communities, must be appropriately reflected.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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: Respond to rates and special charges enquiries from external clients
  • The client is identified and right to information about rates and special charges is established in accordance with privacy legislation.
  • Enquiries are responded to promptly and correct advice and information are given using appropriate communication method.
  • Complex or difficult enquiries are referred to supervisor or appropriate department for direction.
       
Element: Provide information on rates and special charges to other council personnel
  • The right to information under privacy legislation is established.
  • Requests for information from other council personnel are responded to promptly and courteously.
  • Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client.
  • Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence.
  • Records are kept in accordance with council procedures.
       
Element: Adjust supplementary notices
  • The changed nature of property is identified and a supplementary notice is issued.
  • Journal adjustments are processed and reconciled as required.
       
Element: Respond to rates and special charges enquiries from external clients
  • The client is identified and right to information about rates and special charges is established in accordance with privacy legislation.
  • Enquiries are responded to promptly and correct advice and information are given using appropriate communication method.
  • Complex or difficult enquiries are referred to supervisor or appropriate department for direction.
       
Element: Provide information on rates and special charges to other council personnel
  • The right to information under privacy legislation is established.
  • Requests for information from other council personnel are responded to promptly and courteously.
  • Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client.
  • Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence.
  • Records are kept in accordance with council procedures.
       
Element: Adjust supplementary notices
  • The changed nature of property is identified and a supplementary notice is issued.
  • Journal adjustments are processed and reconciled 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.

Overview of assessment requirements

A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated.

Critical aspects of evidence to be considered

The demonstrated ability to:

provide prompt and effective service to external and internal clients

correct identified errors or enter changes promptly

explain statutory or council requirements clearly

adjust supplementary notices

process and reconcile journal adjustments

Context of assessment

Competency is demonstrated by performance of all stated criteria, with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide, and within the scope of the Range Statement.

Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package.

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment.

Assessment should reinforce the integration of the key competencies for the particular AQF level. Refer to the key competency levels at the end of this unit.

Method of assessment

The following assessment methods are suggested:

observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies

written and/or oral questioning to assess knowledge and understanding

completion of workplace documentation

third-party reports from experienced practitioners

completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor

Evidence required for demonstration of consistent performance

Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of situations.

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace including access to a workplace or simulated case study that encompasses resources such as:

examples of council policies governing rate procedures and guidelines

relevant databases

records management systems

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.

This describes the essential skills and knowledge and their level, required for this unit

Required Skills

council policies relating to rates

statutory requirements

Required Knowledge

providing clear explanations

negotiating

writing correspondence

selecting language appropriate to customer

responding to multiple demands in peak periods of rate payments

resolving conflict

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 in the Performance Criteria is detailed below.

Clients may include:

rate payers

solicitors

police

statutory agents

Special charges may include:

special benefits provided to special groups, such as library, sporting centre or preschool groups

Enquiries may include:

name of owner

account payment

address

arrears

rate amount

debt recovery

Requests may include:

anything that conforms to council purpose, including planning, health notices, community services and resident services

Other council personnel may include:

customer service counter or rates counter personnel

special rates enquiry personnel

agency personnel

Council policy may include:

customer service

rates procedures and guidelines

complaint handling

record information system

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 client is identified and right to information about rates and special charges is established in accordance with privacy legislation. 
Enquiries are responded to promptly and correct advice and information are given using appropriate communication method. 
Complex or difficult enquiries are referred to supervisor or appropriate department for direction. 
The right to information under privacy legislation is established. 
Requests for information from other council personnel are responded to promptly and courteously. 
Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client. 
Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence. 
Records are kept in accordance with council procedures. 
The changed nature of property is identified and a supplementary notice is issued. 
Journal adjustments are processed and reconciled as required. 
The client is identified and right to information about rates and special charges is established in accordance with privacy legislation. 
Enquiries are responded to promptly and correct advice and information are given using appropriate communication method. 
Complex or difficult enquiries are referred to supervisor or appropriate department for direction. 
The right to information under privacy legislation is established. 
Requests for information from other council personnel are responded to promptly and courteously. 
Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client. 
Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence. 
Records are kept in accordance with council procedures. 
The changed nature of property is identified and a supplementary notice is issued. 
Journal adjustments are processed and reconciled as required. 

Forms

Assessment Cover Sheet

LGAGOVA301B - Assist customers with rate enquiries
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

LGAGOVA301B - Assist customers with rate enquiries

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: