Application
This unit describes the skills and knowledge required to implement organisational guidelines in a practice or business unit providing professional services.
It applies to individuals who, within their level of authority, coordinate multiple tasks across an organisation and make judgements regarding recommended actions for continuous improvement and to achieve organisational objectives.
Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Establish scope of the practice | 1.1 Identify scope of practice or business unit, including any service specialisations and restrictions, and document in organisational guidelines 1.2 Identify, define and document key external relationships and intended client groups in organisational guidelines |
2. Identify legislation, regulations and codes of practice relevant to the practice | 2.1 Match scope of practice to legislation, regulations and codes of practice, and identify required compliance issues and procedures 2.2 Confirm compliance issues, ethical procedures and standards for practice and incorporate into practice guidelines |
3. Establish strategies for delivery of services | 3.1 Establish key positions, personnel, job descriptions and authorities for practice and document in organisational guidelines 3.2 Establish administrative procedures, including information flow requirements and internal and external resources available to assist in delivery of services to clients, and document in organisational guidelines |
4. Arrange for distribution of information on organisational guidelines | 4.1 Finalise organisational guidelines and distribute to all staff, with mechanisms for distributing updates and amendments established 4.2 Establish opportunities for feedback and interpretation requests, and include briefings for new staff on guidelines in induction procedures 4.3 Communicate sections of guidelines relevant to clients, including client rights, performance standards and complaint procedures, to clients and display where appropriate |
5. Implement and monitor operational procedures and guidelines | 5.1 Establish client service to meet requirements in organisational guidelines 5.2 Establish reporting and monitoring procedures, identify any breaches of guidelines and take corrective action |
Evidence of Performance
Evidence of the ability to:
implement organisational guidelines in a practice or business unit, providing professional services by establishing and documenting:
scope of service delivery and compliance requirements
administrative procedures, including information flow requirements to support delivery of client service
key positions, personnel, job descriptions and authorities within an organisation
communicate key operational information to staff and clients
implement and monitor operational guidelines and procedures.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
describe the financial practice administrative processes and systems
identify and describe factors which may affect practice and client service performance
discuss the integrity of information sourced from a wide range of available information sources
outline strategies to attain information not readily available within a practice
outline and evaluate the key features of:
financial practice documentation systems, including registry and library processes
financial products, and their characteristics and risk profile
human resource procedures
business development, marketing and advertising processes for the purposes of monitoring outcomes of the practice
compare and contrast project management processes and techniques
describe the compliance issues and standards that the practice needs to adhere to, including:
relevant legislation and regulations
codes of practice and ethical requirements
outline the key features of office information technology systems and software relevant to the practice
describe client rights, performance standards and complaint procedures required to be made known to the client and adhered to by the practice.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the practice management field of work and include access to:
office equipment, technology, software and consumables
relevant legislation, regulations and codes of practice.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 2.1, 2.2, 3.2 | Accesses and manages complex information and data from a wide variety of sources to identify specific criteria and determine actions required |
Writing | 1.1, 1.2, 2.2, 3.1, 3.2, 4.1-4.3 | Writes, edits and proofreads documents to ensure clarity of meaning, accuracy and consistency of information Uses clear and concise language, correct spelling and grammar and appropriate terminology to convey information appropriate to the audience Records outcomes of discussions and makes changes to policy documentation using industry relevant terminology |
Oral Communication | 4.2, 4.3 | Participates in verbal exchanges with a wide range of personnel and uses active listening and questioning techniques to convey and clarify information, confirm understanding and obtain feedback Presents information structuring tone, pace and content in line with the audience and purpose |
Navigate the world of work | 2.1, 2.2, 3.1, 3.2, 4.1, 5.1, 5.2 | Works autonomously, making high level decisions to achieve and improve organisational goals Takes a lead role in the development of organisational goals, roles and responsibilities Develops and implements strategies that ensure organisational policy, procedures and regulatory requirements are being met Monitors and reviews organisational policy, procedures and adherence to legislative requirements to implement and manage change Ensures knowledge of legislative requirements is kept up to date to provide accurate information |
Interact with others | 4.1, 4.2, 4.3 | Selects, implements and manipulates communications systems, processes and practices for maximum impact Develops and implements communications strategies with internal and external persons to inform on new services and practices Shares knowledge, information and experience openly as an integral part of the working relationship Understands diversity and seeks to integrate diversity into the work context for managing change, making decisions and achieving shared outcomes |
Get the work done | 1.1, 1.2, 2.1, 2.2, 3.1, 3.2, 4.1-4.3, 5.1, 5.2 | Plans strategic priorities and outcomes within a flexible, efficient and effective context in a diverse environment exposed to competing demands Gathers and analyses data and seeks feedback to improve plans and processes Identifies key factors that impact on decisions and their outcomes, drawing on experience, competing priorities and decision-making strategies where appropriate Explores and incubates new and innovative ideas through unconstrained analysis and critical thinking to develop and improve organisational goals Uses digital technologies to manage business operations and actively investigates new technologies for strategic and operational purposes |
Sectors
Practice management