This unit applies to insurance broking roles and may be applied within organisations of various sizes and across a range of customer bases.

ELEMENT

PERFORMANCE CRITERIA

1. Meet human resource requirements

1.1. Skills needed to implement required service support are identified and documented

1.2. Number and location of service support personnel are identified and documented

1.3. Consultants with specialist skills are identified and attained/retained as required

1.4. Required human resource support is recruited or assigned as appropriate

2. Implement training required to achieve service system

2.1. Appropriate training requirements are identified at the appropriate time to support service implementation

2.2. Training programs are developed to achieve the required service support outcomes

2.3. Training programs are implemented in a cost-effective and timely way

2.4. Evaluation and review of training programs against requirements is undertaken on a regular planned basis

3. Implement information support system

3.1. Information distribution and access needs are established

3.2. Range of information types to be collected, processed and stored is determined

3.3. Suitable information support technology to meet needs is identified and obtained

3.4. Measures to monitor the efficiency of information systems are established

3.5. Information is stored to enable efficient access

4. Implement operational procedures

4.1. Specifications for operational procedures are established

4.2. Procedures are designed to ensure effective workflow achieves required service support targets

4.3. Measurable performance standards are specified

4.4. Tasks and duties are assigned to appropriately trained and skilled personnel

4.5. Control measures are established and monitored on a regular basis

4.6. Operational procedures are designed so that adjustments, as appropriate, can be made in response to control information

5. Establish supplier relationships to achieve service support requirements

5.1. Availability and suitability of suppliers who can meet the service support requirements within legislative requirements are identified

5.2. Criteria to enable an effective evaluation of supplier services are established

5.3. Available suppliers are assessed against criteria to determine suitability

5.4. Terms of appointment of suppliers to achieve service support requirements are established and communicated

Required skills

highly developed communication skills to:

determine and confirm information, using questioning and active listening techniques

write clear and accurate reports

make effective presentations

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to achieving required outcomes

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

analyse and interpret data

access and update records electronically

access web-based information services

well-developed literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

research and analysis skills for accessing and interpreting relevant information

interpersonal skills

well-developed organisational skills, including the ability to plan and sequence work

well-developed negotiation skills

Required knowledge

industry market position relative to product/line of business

insurance market and policies

IT and communications systems

marketing principles

organisation policy, procedures and industry compliance requirements

relevant common law, legal systems and procedures

training needs and principles

underwriting guidelines and authorities

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

Evidence of the ability to:

comprehensively overview organisational requirements and operational procedures

effectively organise and plan resources

apply practical interpretation of regulatory compliance requirements in the management of resources such as staff, information technology (IT) and training, outsource services.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation records

access to organisation policies and procedures.

Method of assessment

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

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

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.

Specialist consultants may include:

accountants

engineers

independent assessors

insurance organisation representatives

legal professionals

risk managers

surveyors

valuers.

Human resources may include:

client service representatives

general support staff

receptionist

specialists

specific skilled personnel (e.g. account managers/ representatives)

word processing operators.

Training may include:

external seminars

induction training

industry or common interest groups

in-house

structured

unstructured.

Information systems can include:

computers (stand alone and networks)

internal organisation communications

libraries including newspapers/journals

manual card systems

media.

Operational procedures include:

data input documents

feedback mechanisms

instruction sheets

reports

service timetables/response times.

Suppliers include:

accountants

consultants

engineers

insurance companies

legal professionals

other brokers

risk managers

surveyors

valuers.

Supplier terms of appointment can be:

formal or informal.

Unit sector

Insurance broking

This unit contains employability skills.