ELEMENT

PERFORMANCE CRITERIA

1. Maintain veterinary supplies

1.1. Clinic veterinary supplies are managed in accordance with clinic protocols and workplace health and safety requirements.

1.2. Clinic stock-pricing policy is followed.

1.3. Stocktaking procedures are implemented in accordance with inventories provided.

1.4. Veterinary medicines are documented, stored and secured as required by legislative requirements and clinic policy.

2. Maintain clinic accounts

2.1. Accounts are prepared and issued in accordance with clinic policy.

2.2. Basic monetary records are maintained in accordance with established industry business practices and clinic policy.

2.3. Daily takings are recorded and banking processes are completed in accordance with clinic policy.

2.4. Payment of customer accounts is received and recorded in accordance with clinic policies.

3. Process and prepare correspondence

3.1. Clinic correspondence to animal owners is completed.

3.2. Correspondence is written in accordance with clinic policy.

3.3. Correspondence is processed and mailed in accordance with clinic policy.

3.4. Correspondence is filed and stored in accordance with clinic policy.

Required skills

Ability to:

accurately maintain veterinary medicine inventories

file and store clinical records

effectively use computer software applicable in the clinic, including word processing, accounting and database patient records

literacy skills to read, select and implement policies and procedures, including workplace health and safety, veterinary supplies and client account maintenance; and follow clinic correspondence protocols

use oral communication skills/language required to fulfil the job role as specified by the organisation, including negotiating and questioning techniques, active listening, asking for clarification from the veterinarian, and acknowledging and responding to a range of views

use numeracy skills required to prepare accounts and complete banking processes

use interpersonal skills to work with others, have empathy with clients and relate to people from a range of cultural, social and religious backgrounds

use problem-solving skills to use available resources and resolve customer enquiries in respect to accounts and correspondence

use work as part of a team and in close working arrangements with the supervising veterinarian.

Required knowledge

Knowledge of:

daily banking and reconciliation processes and financial activities

clinic policies and procedures particularly in respect to the administration of the clinic, including clinic accounts and correspondence

ordering, storing, prescribing and dispensing of a wide range of pharmaceutics and the requirements of drug scheduling legislation

principles behind and the importance of drug inventories in the clinic

standards, guidelines and approaches to environmental sustainability relevant to the animal care industry

safe work practices.

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

The evidence required to demonstrate competency in this Unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria, required skills and knowledge and the range statement of this Unit. Assessors should ensure that candidates can:

maintain clinic stock control, including veterinary medicines and supplies

maintain accurate records

comply with clinic security measures for the storage of veterinary medicines

process clinic correspondence, client accounts and payments and daily takings

communicate effectively with the veterinarian and clients.

The skills and knowledge required to perform clinic office procedures must be transferable to a range of work environments and contexts and include the ability to deal with unplanned events.

Context of and specific resources for assessment

Assessment of this Unit is to be practical in nature and will be most appropriately assessed in a veterinary practice or in a situation that reproduces normal work conditions.

There must be access in either situation to the appropriate information, equipment and/or resources to enable one to demonstrate competence.

Method of assessment

To ensure consistency of performance, competency should be demonstrated, to industry defined standards, on more than two occasions over a period of time in order to cover a variety of circumstances, patients, cases and responsibilities and over a number of assessment activities.

The assessment strategy must include practical skills assessment. Suggested strategies for this Unit are:

written and/or oral assessment of candidate's required knowledge

observed, documented and first-hand testimonial evidence of candidate's application of practical tasks

simulation exercises that reproduce normal work conditions

third-party evidence

workplace documentation

portfolio.

This Unit may be assessed in a holistic way with other Units of competency relevant to the industry sector, workplace and job role.

Guidance information for assessment

Assessment methods should reflect workplace demands (e.g. literacy and numeracy demands) and the needs of particular target groups (e.g. people with disabilities, Aboriginal and Torres Strait Islander people, women, people with a language background other than English, youth and people from low socioeconomic backgrounds).

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.

Clinic protocols may include:

sales and security

procedures for ordering supplies

veterinary chemical storage and handling

daily banking, reconciliation and financials processes.

Workplace health and safety requirements may include:

animal bites, kicks, scratches and crush injuries

monitoring and recording of clinic workplace hazards

handling of chemicals and medicines

manual handling, including carrying, lifting and shifting.

Stocktaking may require:

maintaining adequate veterinary supplies which may include:

consumables

disposables

medicines

supplies held in veterinary vehicles.

Considerations when storing veterinary medicines will include:

expiry dates and special storage requirements, including light and temperature

relevant poisons schedules.

Clinic policy may include:

animal care and welfare procedures

business plan

debt collection

environmental sustainability practices

infection control procedures

workplace health and safety manual and safe work practices

security measures.

Maintaining clinic accounts may include:

applicable credit cards, EFTPOS, cheques and staged payment management

maintenance of daily financial records, including computerised and/or manual.

Banking processes may include:

completion of deposit slips and electronic banking

credit care and bank account reconciliations

till/register balancing.

Correspondence may include:

brochures and bulletins

letters, emails and memos

newsletters

regulatory information and drug schedules

treatment reminders.