This unit applies to crematorium staff and involves working autonomously with a high level of responsibility and liaising with other staff.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Arrange viewing of a cremation.

1.1

Liaise with family to identify viewing requests and special needs.

1.2

Assess request for viewing and respond to family according to workplace policies and procedures.

1.3

Liaise with appropriate personnel to identify and arrange viewing requirements, including social, cultural and religious requirements.

1.4

Communicate viewing schedule and relevant information to family according to workplace policies and procedures.

1.5

Arrange viewing area, including first aid facilities according to family's needs, relevant legislation and workplace policies and procedures.

2

Oversee viewing of a cremation.

2.1

Escort family to viewing area at appropriate time.

2.2

Explain proceedings to family using clear, sensitive and empathetic language.

2.3

Monitor viewing of cremation according to workplace policies and procedures, and relevant legislation.

2.4

Deal with contingencies according to workplace policies and procedures.

2.5

Escort family from viewing area at appropriate time.

2.6

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

Required skills

communication skills, including active listening and questioning techniques and using and interpreting non-verbal communication to identify and confirm client requirements, liaise with relevant parties and explain proceedings to clients

problem-solving skills to accommodate additional family requests where required

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

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

literacy and numeracy skills to understand written documentation and to accurately complete required documentation

teamwork skills to liaise with other staff.

Required knowledge

crematorium operating procedures

social, religious and cultural differences and traditions in relation to viewing of cremations

workplace policies and procedures regarding viewing of cremations

broad working knowledge of relevant federal, state or territory, and local government legislation and regulations relating to OHS, conduct of cremations and associated documentation

first aid procedures

professional funeral services industry parameters and protocols for dealing with the deceased and 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 sensitively liaise with and determine family's viewing requirements and arrange viewing in keeping with these requirements

use of sensitive and empathetic verbal and non-verbal communication with the bereaved before and during viewing and clear and accurate communication with colleagues

arranging and overseeing viewings of 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:

demonstration of skills within an environment where client reactions to viewings can be monitored and addressed and a range of liaison activities required to arrange viewings can be performed

access to first aid facilities.

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 arranging and overseeing viewings of cremations while applying relevant policies and procedures

written or verbal questioning to assess knowledge and understanding of relevant legislation and workplace policies and procedures with regard to arranging and overseeing viewings of cremations

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:

SIFBCR015A Memorialise cremated remains.

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.

Family may include:

immediate family

extended family

designated people, including friends.

Workplace policies and procedures may include:

standard operating policies and procedures

dress standards

standards and certification requirements

quality assurance procedures

OHS procedures

emergency procedures, including fire and accident procedures

security procedures.

Appropriate personnel may include:

leading hand

supervisor

manager

crematorium operator.

Social, cultural and religious requirements may include:

dress standards

cultural rituals to assist grieving

funeral rites according to religious denomination

taboos regarding death.

First aid facilities may include:

first aid kit

seating

blankets

pillows

cushions.

Relevant legislation and regulations may include:

OHS

cemetery Acts and by-laws

Crematorium Acts

local government regulations

Privacy Acts.

Contingencies may include:

time restraints

additional requests.

Sector

Funeral Services

Burials and Cremations

This unit contains employability skills.