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

SIRRPOS004A Mapping and Delivery Guide
Handle customer interviews and applications

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SIRRPOS004A - Handle customer interviews and applications
Description This unit describes the performance outcomes, skills and knowledge required to conduct interviews with customers for services associated with third-party agencies.
Employability Skills The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.
Learning Outcomes and Application This competency applies to retail post personnel at supervisor level. It requires the team member to consistently apply the correct government and corporate policies and procedures for interviewing and processing applications for third-party agencies. It also requires the staff member to act in a professional and customer focused manner at all times while ensuring the confidentiality of the customer is maintained and the integrity of the application process assured.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Retail Post
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: Prepare for the interview.
  • Organise relevant documentation and information sources in preparation for specificinterview.
  • Advise customer of documentation and payment requirements, interview procedure and attendance requirements.
  • Take follow-up action as necessary.
       
Element: Conduct customer interview.
  • Explain interview purpose, process and identification requirements.
  • Check customer's documentation, including personal details to ensure it is according to postal enterprise guidelines and regulatory requirements of authorising agency.
  • Ensure interview conditions and facilities are according to postal enterprise and authorising agency requirements.
  • Record comments according to requirements of postal enterprise and authorising agency.
  • Sight customer's original documentation and question customer effectively to ensure information provided is authentic and appropriate according to postal enterprise and authorising agency requirements.
  • Confirm applicant identification, checking quality, consistency and identification details of all relevant documents and photographs according to requirements of postal enterprise and authorising agency.
  • Confirm and cross-check documented details to ensure consistency and validity.
  • Request, sight and include additional evidence as required to address regulatory requirements.
  • Access all relevant information sources to confirm application is according to customer and regulatory body requirements.
       
Element: Finalise application.
  • Remind customer of their responsibility to provide accurate information and inform them of arrangements to finalise the application.
  • Accept and record payment according to requirements of postal enterprise and authorising agency.
  • Amend or cancel previous documentation or arrangements as required according to requirements of postal enterprise and authorising agency.
  • Verify completed application according to postal enterprise policy and procedures.
  • Offer delivery options and organise according to postal enterprise and authorising agency policy and procedures.
  • Complete declaration and record transaction according to requirements of postal enterprise and authorising agency.
  • Provide customer with relevant information about further steps in the process according to requirements of postal enterprise and authorising agency.
  • Maintain confidentiality according to privacy requirements and postal enterprise policy and procedures.
  • Record application details and forward to the relevant authority according to requirements of postal enterprise and authorising agency.
       


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, the range statement and the Assessment Guidelines for this Training Package.

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

Evidence of the following is essential:

accesses legal and regulatory requirements for applications

communicates effectively with customers/applicants

defuses situations in which customers/applicants are aggressive

completes documentation accurately

locates, interprets and applies relevant information, which may include OHS and environmental requirements, privacy legislation and postal enterprise operating procedures and policy

works effectively with others in the workplace

conveys information effectively in verbal and written form

maintains workplace records and documentation

provides effective and professional customer service

selects and uses appropriate workplace colloquial and technical language.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

postal enterprise policy and procedure manuals

policy and procedure manuals for relevant authorising agencies

customer application documents

personal identification and related documentation.

Methods of assessment

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

observation of performance in the workplace

a role play

third-party reports from a supervisor

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.


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

The following skills must be assessed as part of this unit:

customer service skills

interpersonal communication skills to:

prepare for and conduct interview with customer

finalise application through clear and direct communication

ask questions to identify and confirm requirements

share information

give instructions

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

language, literacy and numeracy skills relevant to the role and workplace requirements

ability to read and interpret the requirements postal enterprise and third-party agency applications

demonstrated ability to assist customers to complete relevant application documentation.

The following knowledge must be assessed as part of this unit:

knowledge of postal enterprise and authorising agency policy and procedures in regard to:

establishing identification of applicant

establishing authenticity of applicant's documentation

completion of relevant documentation

basic knowledge of:

relevant legislation and statutory requirements

relevant identification procedures.

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.

Relevant documentation and information sources may include:

application form

applicant birth certificate

applicant's previous passport

third-party agency enquiry lines

third-party agency and postal enterprise manuals.

Specific interviews may include:

Australian passport and Document of Identity (Norfolk Island) applications

Australian citizenship applications

application to open a bank account

licence applications.

Documentation requirements may include:

documents as per agency agreements

sufficient and valid identification.

Interview procedure may include:

a requirement for an interpreter.

Personal details may include:

full name (including change of name documentation or deed poll)

sex

date of birth

place of birth

details of spouse and children (including decree nisi if relevant)

mother's family name at birth

daytime contact details

residential address.

Additional evidence may include:

forms of identification, including recent photograph, such as current driver's licence

birth certificate of parent

citizenship and residence details

intention to reside.

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
Organise relevant documentation and information sources in preparation for specificinterview. 
Advise customer of documentation and payment requirements, interview procedure and attendance requirements. 
Take follow-up action as necessary. 
Explain interview purpose, process and identification requirements. 
Check customer's documentation, including personal details to ensure it is according to postal enterprise guidelines and regulatory requirements of authorising agency. 
Ensure interview conditions and facilities are according to postal enterprise and authorising agency requirements. 
Record comments according to requirements of postal enterprise and authorising agency. 
Sight customer's original documentation and question customer effectively to ensure information provided is authentic and appropriate according to postal enterprise and authorising agency requirements. 
Confirm applicant identification, checking quality, consistency and identification details of all relevant documents and photographs according to requirements of postal enterprise and authorising agency. 
Confirm and cross-check documented details to ensure consistency and validity. 
Request, sight and include additional evidence as required to address regulatory requirements. 
Access all relevant information sources to confirm application is according to customer and regulatory body requirements. 
Remind customer of their responsibility to provide accurate information and inform them of arrangements to finalise the application. 
Accept and record payment according to requirements of postal enterprise and authorising agency. 
Amend or cancel previous documentation or arrangements as required according to requirements of postal enterprise and authorising agency. 
Verify completed application according to postal enterprise policy and procedures. 
Offer delivery options and organise according to postal enterprise and authorising agency policy and procedures. 
Complete declaration and record transaction according to requirements of postal enterprise and authorising agency. 
Provide customer with relevant information about further steps in the process according to requirements of postal enterprise and authorising agency. 
Maintain confidentiality according to privacy requirements and postal enterprise policy and procedures. 
Record application details and forward to the relevant authority according to requirements of postal enterprise and authorising agency. 

Forms

Assessment Cover Sheet

SIRRPOS004A - Handle customer interviews and applications
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

SIRRPOS004A - Handle customer interviews and applications

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: