This unit applies to cemetery and crematorium staff and involves working with relative autonomy under the direction of a manager or supervisor.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Schedule burials or cremations.

1.1

Respond to enquiries regarding burials, cremations and services from funeral home personnel according to workplace policies and procedures.

1.2

Consult with relevant personnel to schedule burials, cremations and services according to workplace policies and procedures.

1.3

Identify and check details of burial or cremation and service requirements, including social, cultural and religious requirements.

1.4

Enter scheduling data and records into workplace information systems according to workplace policies and procedures.

1.5

Communicate schedules to relevant personnel according to workplace policies and procedures.

1.6

Complete bookings correctly according to workplace policies and procedures.

1.7

Check and complete relevant documentation according to relevant legislation and workplace policies and procedures.

Required skills

communication skills to consult relevant personnel; display empathy, respect and courtesy; and apply telephone and negotiation skills to schedule burials or cremations

customer service skills, including ability to maintain confidentiality of client information

literacy and numeracy skills to understand written documentation, complete required documentation and apply computer literacy to use electronic workplace booking systems

organisational and time management skills to complete scheduling tasks according to client requirements and workplace policies and procedures

interpersonal skills to relate to people from a range of social, cultural, religious and ethnic backgrounds and with a range of physical and mental abilities.

Required knowledge

burial or cremation procedures

social, religious and cultural differences and traditions

workplace policies and procedures regarding scheduling burials or cremations

broad working knowledge of relevant federal, state or territory, and local government legislation and regulations relating to documentation and confidentiality requirements for burials and cremations

professional funeral services industry parameters when dealing with the bereaved.

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.

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

Evidence of the following is essential:

ability to handle enquiries and communicate with funeral home personnel in a prompt, courteous and professional manner to schedule burials or cremations in a manner that meets all parties' needs

identification of details of burial or cremation and service requirements, including social, cultural and religious requirements

communication of scheduling information to relevant personnel

scheduling burials or cremations on multiple occasions to ensure consistency of performance and ability to respond to different situations.

Context of and specific resources for assessment

Assessment must ensure:

access to appropriate communication equipment, computers, printers, information programs, record systems and software programs currently used in funeral services industry to control scheduling of burials and cremations

range of burial or cremation requirements

access to relevant documentation, such as burial schedules.

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 candidate identifying and applying procedures for scheduling burials or cremations, and checking burial or cremation details and requirements while applying relevant policies and procedures

written or verbal questioning to assess knowledge and understanding of relevant procedures with regard to scheduling burials or cremations

participation in role plays in relation to communicating and confirming schedules with relevant personnel

review of workplace documents completed by candidate

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

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

SIFFNL003A Arrange funerals.

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

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.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.

Funeral home personnel may include:

customer service staff

sales consultants

sales coordinators

managers

funeral home owners or managers

funeral directors, conductors and arrangers

funeral assistants.

Workplace policies and procedures may include:

standard operating policies and procedures, including timeliness and efficiency

standards and certification requirements

quality assurance procedures

OHS procedures

emergency procedures, including fire and accident procedures.

Relevant personnel may include:

customer service staff

sales coordinators

managers

supervisors

cemetery or crematorium managers

chapel attendants

chapel assistants

crematorium operators

gravediggers

grounds people

gardeners

horticulturalists

leading hands

clergy or celebrants

transportation service personnel.

Social, cultural and religious requirements may include:

dress standards

burial or cremation procedures

funeral rites according to religious denomination

time required between death and burial or cremation.

Workplace information systems may include:

electronic, such as:

computers

data entry equipment

manual.

Relevant documentation may include:

Death Certificate

standard operating procedures

work orders

burial documentation

cremation documentation

council permits

schedule running sheets

site identification details

cemetery plan or map.

Relevant legislation and regulations may include:

Births, Deaths and Marriages Registration

local government regulations

Privacy Acts.

Sector

Funeral Services

Burials and Cremations

This unit contains employability skills.