Application
This unit of competency specifies the outcomes required to complete client documentation commonly used or issued in the swimming pool and spa servicing industry. It includes gathering and verifying the information required to complete client documentation, processing client documentation, and minimising waste by using electronic document processing.
The unit supports the work of those engaged in servicing domestic, commercial and public swimming pools and spas. It applies to entry-level swimming pool and spa technicians.
No licensing, legislative, regulatory, or certification requirements apply to this unit of competency at the time of endorsement.
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions. | ||
1. | Collate information required for processing client documentation. | 1.1. | Client contact details are confirmed. |
1.2. | Details of products and services supplied to client are confirmed and prices quoted are verified. | ||
1.3. | Time spent in providing service to client is recorded. | ||
1.4. | Guarantees or warranty arrangements for products and services are confirmed. | ||
1.5. | Payment status is checked. | ||
1.6. | Discrepancies in costs quoted to client and actual cost of products and services are checked and required follow-up is undertaken to collect shortfall. | ||
2. | Process documentation. | 2.1. | Documentation containing complete details of product or service provided is prepared. |
2.2. | Cost of providing product or service is calculated and price is recorded in client documentation, if required. | ||
2.3. | Documentation is checked for accuracy and amended as necessary prior to providing to client. | ||
2.4. | Documentation is provided and explained to client, including advice on follow-up service if required. | ||
2.5. | Privacy and confidentiality of client information and documentation are observed. | ||
3. | Finalise documentation process. | 3.1. | Client queries or complaints are dealt with. |
3.2. | Payments are collected from client and receipt is issued, as required. | ||
Evidence of Performance
A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.
The person must also complete two different types of client documentation relating to swimming pool or spa servicing for two different clients.
For each of the above different types of client documentation, the person must:
collate information required for completing the client documentation
calculate the costs of providing products and/or services in order to complete the documentation
process documentation according to enterprise requirements
check documentation for accuracy
use electronic means of completing, transmitting and filing client documentation to reduce waste
present and explain documentation to client
respond to client queries or complaints with regard to documentation
file client documentation.
Evidence of Knowledge
A person demonstrating competency in this unit must demonstrate knowledge of:
commonwealth, state or territory legislation, and local government regulations, Australian standards, and codes of practice impacting on client documentation relating to:
confidentiality
consumer protection
privacy
work health and safety (WHS)
client documentation:
variety of client documentation and standard forms used in the swimming pool and spa servicing industry
consequences of providing incomplete or inaccurate client documentation
details required for completing client documentation
importance of accuracy in completing client documentation
procedures for explaining documentation to client
customer service principles
procedures for processing different methods of payment
operation and maintenance of equipment required for electronic processing of client documentation:
calculator
EFTPOS / credit card machine
electronic tablet
laptop computer
scanner.
Assessment Conditions
The following must be present and available to learners during assessment activities:
equipment:
business technology required for preparing and processing client documentation
materials:
standard format or template for client documentation specified in the range of conditions
specification for product or service provided to client
fee schedule for swimming pool and spa products and services.
Assessment activities are performed on an individual basis under general supervision.
Assessor requirements
As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
Foundation Skills
This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria. | |
Skill | Performance feature |
Learning skills to: | maintain up-to-date knowledge of information to be included in client documentation. |
Numeracy skills to: | use formal and informal methods and tools to calculate and check price of products and services provided for clients. |
Oral communication skills to: | respond to client questions and clarify information in client documentation. |
Range Statement
This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below. | |
Documentation: | must include at least two of the following: checklist guarantee product information quotation receipt report service record tax invoice warranty must be completed, transmitted and filed by electronic means according to enterprise requirements to reduce waste and negative environmental impact. |
Sectors
Common