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

SIFXCSS002 Mapping and Delivery Guide
Advise on funeral and burial products and services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIFXCSS002 - Advise on funeral and burial products and services
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to advise on, and finalise the selection of appropriate funeral and burial products and services for a deceased person’s family at the time of need. The unit applies to funeral home and cemetery and crematorium staff who work autonomously with limited supervision in a customer service role, and whose work is performed according to work health and safety, relevant legislation and workplace policies and procedures.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in the workplace or in a simulated environment that is as industry realistic as possible. In a simulated environment, it is essential that assessment is conducted:

using suitable facilities, equipment and resources, including:

an environment where consultations relating to funeral and burial services can be conducted

communication technologies and computers

documentation, including product information and workplace pricing and financing options

under industry conditions where there is:

integration of tasks with possible interruptions to work typical of the job role

speed and timing requirements that reflect commercial operating conditions

interaction with clients with varying requirements and requests

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Prerequisites/co-requisites
Competency Field Client Service and Sales
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: Identify needs of client.
  • Identify client needs through consultation.
  • Provide clients with information about the range of products and services available.
  • Locate information from other sources or refer clients to supervisor, where information is not immediately available.
       
Element: Respond to client needs.
  • Match products or services to client needs.
  • Provide product or service information to clients.
  • Assess client needs and provide options and suggestions for personalising available products and services.
  • Provide information on financial costs and available financing arrangements.
       
Element: Finalise client selection of funeral products and services.
  • Confirm client decision.
  • Identify and access relevant documentation and agreements.
  • Complete documentation according to workplace policies and procedures.
  • Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.
  • Check cash transactions and tender change as required.
  • Prepare and issue receipts and relevant documents to client.
  • File and store documentation according to workplace policies and procedures.
       
Element: Identify needs of client.
  • Identify client needs through consultation.
  • Provide clients with information about the range of products and services available.
  • Locate information from other sources or refer clients to supervisor, where information is not immediately available.
       
Element: Respond to client needs.
  • Match products or services to client needs.
  • Provide product or service information to clients.
  • Assess client needs and provide options and suggestions for personalising available products and services.
  • Provide information on financial costs and available financing arrangements.
       
Element: Finalise client selection of funeral products and services.
  • Confirm client decision.
  • Identify and access relevant documentation and agreements.
  • Complete documentation according to workplace policies and procedures.
  • Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.
  • Check cash transactions and tender change as required.
  • Prepare and issue receipts and relevant documents to client.
  • File and store documentation according to workplace 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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify needs of client.

1.1 Identify client needs through consultation.

1.2 Provide clients with information about the range of products and services available.

1.3 Locate information from other sources or refer clients to supervisor, where information is not immediately available.

2. Respond to client needs.

2.1 Match products or services to client needs.

2.2 Provide product or service information to clients.

2.3 Assess client needs and provide options and suggestions for personalising available products and services.

2.4 Provide information on financial costs and available financing arrangements.

3. Finalise client selection of funeral products and services.

3.1 Confirm client decision.

3.2 Identify and access relevant documentation and agreements.

3.3 Complete documentation according to workplace policies and procedures.

3.4 Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.

3.5 Check cash transactions and tender change as required.

3.6 Prepare and issue receipts and relevant documents to client.

3.7 File and store documentation according to workplace policies and procedures.

Evidence of the ability to:

interpret client requirements

apply product knowledge to provide options and suggestions to meet client needs

complete financial arrangements according to relevant legislation, including processing cash and non-cash transactions.

Evidence of performance providing advice to two or more different clients is required to demonstrate consistency of performance and ability to respond to different situations.

Demonstrated knowledge of:

communication techniques used in consulting with clients on products and services, including:

active questioning

active listening

negotiation skills

appropriate choice and use of language

non-verbal communication

range, benefits and features of funeral products and services, including support service options, price, materials and differences between products, including:

funeral arrangements

embalming arrangements

cremation arrangements

burial arrangements

coffins or caskets

coffin or casket accessories

burial plots

mausoleum crypts

headstones

grave markers

urns

nameplates

alternative information sources to expand on product knowledge, including:

past and present staff members

relevant industry associations

books, magazines, newspapers and other references

internet

basic principles and techniques for each stage of the sales process

federal, state or territory, and local government legislation, regulations and codes of practice that may impact on the sale of funeral products and services, including:

Australian Consumer Law (ACL)

Funerals (Pre-paid Money) Act

Consumer Credit Code

Privacy Acts financial institution requirements, including:

finance approval and processing procedures

credit card approval and processing procedures

cheque acceptance procedures

workplace policies and procedures in relation to client and sales services, including financing and financial transaction procedures

social, religious and cultural differences and traditions that impact on advising on funeral and burial products and services

professional funeral services industry parameters and protocols when dealing with the bereaved.

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

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify needs of client.

1.1 Identify client needs through consultation.

1.2 Provide clients with information about the range of products and services available.

1.3 Locate information from other sources or refer clients to supervisor, where information is not immediately available.

2. Respond to client needs.

2.1 Match products or services to client needs.

2.2 Provide product or service information to clients.

2.3 Assess client needs and provide options and suggestions for personalising available products and services.

2.4 Provide information on financial costs and available financing arrangements.

3. Finalise client selection of funeral products and services.

3.1 Confirm client decision.

3.2 Identify and access relevant documentation and agreements.

3.3 Complete documentation according to workplace policies and procedures.

3.4 Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures.

3.5 Check cash transactions and tender change as required.

3.6 Prepare and issue receipts and relevant documents to client.

3.7 File and store documentation according to workplace policies and procedures.

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
Identify client needs through consultation. 
Provide clients with information about the range of products and services available. 
Locate information from other sources or refer clients to supervisor, where information is not immediately available. 
Match products or services to client needs. 
Provide product or service information to clients. 
Assess client needs and provide options and suggestions for personalising available products and services. 
Provide information on financial costs and available financing arrangements. 
Confirm client decision. 
Identify and access relevant documentation and agreements. 
Complete documentation according to workplace policies and procedures. 
Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures. 
Check cash transactions and tender change as required. 
Prepare and issue receipts and relevant documents to client. 
File and store documentation according to workplace policies and procedures. 
Identify client needs through consultation. 
Provide clients with information about the range of products and services available. 
Locate information from other sources or refer clients to supervisor, where information is not immediately available. 
Match products or services to client needs. 
Provide product or service information to clients. 
Assess client needs and provide options and suggestions for personalising available products and services. 
Provide information on financial costs and available financing arrangements. 
Confirm client decision. 
Identify and access relevant documentation and agreements. 
Complete documentation according to workplace policies and procedures. 
Process financing and non-cash transactions according to relevant legislation and workplace policies and procedures. 
Check cash transactions and tender change as required. 
Prepare and issue receipts and relevant documents to client. 
File and store documentation according to workplace policies and procedures. 

Forms

Assessment Cover Sheet

SIFXCSS002 - Advise on funeral and burial products and services
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

SIFXCSS002 - Advise on funeral and burial products and services

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: