This unit applies to crematorium staff required to supervise others. It requires the application of communication, planning, organising and supervisory skills to ensure efficient operations and to meet planned outcomes.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Confirm and advise cremation requirements.

1.1

Liaise with appropriate personnel to confirm cremation requirements.

1.2

Advise relevant staff of workplace policies and procedures, and relevant legislation for carrying out cremations as required.

1.3

Review and communicate cremation schedules to appropriate personnel.

1.4

Advise appropriate personnel of special requirements and cremation procedures as required.

1.5

Advise relevant staff of cremation equipment operations according to workplace policies and procedures, and relevant legislation.

2

Supervise conduct of cremations.

2.1

Monitor cremation schedules to assist with efficient operations.

2.2

Assist staff to resolve scheduling difficulties and deal with contingencies.

2.3

Monitor conduct of cremations according to workplace policies and procedures, and relevant legislation.

2.4

Address general and technical problems that arise during and after cremation and assist staff in their resolution as appropriate.

2.5

Identify potential or actual breaches of relevant legislation or workplace policies and procedures and take appropriate action.

2.6

Monitor relevant documentation and take corrective action as required.

Required skills

communication skills, including active listening and questioning techniques and clear and direct communication to liaise with relevant parties, and confirm and communicate work requirements

literacy and numeracy skills to review and monitor cremation schedules and complete required documentation

planning and organisational skills to advise staff of cremation requirements and monitor cremation schedules

customer service skills to maintain confidentiality of client information

teamwork skills to coordinate and supervise staff in performance of required tasks

problem-solving skills to identify and resolve problems that may arise during cremations.

Required knowledge

in-depth knowledge of relevant federal, state or territory, and local government legislation and regulations relating to OHS and conduct of cremations

relevant workplace policies and procedures regarding conduct of cremations

crematorium operation procedures, including procedures for operating and maintaining cremation equipment

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

professional funeral services industry parameters and protocols in dealing with the deceased and the bereaved

roles and duties of crematorium personnel.

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:

the co-ordination of required personnel, tools, equipment and machinery and monitoring of operations to ensure all cremations are conducted safely and efficiently and in accordance with work specifications and burial schedules

knowledge of regulatory requirements and methods for cremations and ability to deal with breaches

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

supervising 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 a facility where human remains are cremated

access to relevant documentation, such as cremation 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 cremation requirements, advising relevant personnel and monitoring conduct of cremations, including liaising with staff to resolve scheduling or other difficulties

written or verbal questioning to assess knowledge and understanding of relevant legislation and workplace policies and procedures regarding conduct of cremations

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:

SIFBCR012A Arrange and oversee viewings of cremations.

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.

Appropriate personnel may include:

drivers or riders

customer service staff

sales consultants

sales coordinators

supervisors

cemetery or crematorium managers

chapel attendants

chapel assistants

crematorium operators

grounds people

gardeners

horticulturalists

leading hands.

Workplace policies and procedures may include:

personal presentation

communication protocols

quality assurance procedures

OHS procedures

emergency procedures, including fire and accident procedures.

Relevant legislation and regulations may include:

OHS

Crematorium Acts

cemetery Acts and by-laws

local government regulations

Lands Act

Births, Deaths and Marriages Registration

Coroner's Act

Public Health Act

Environment Protection Act

Worksafe Australia certification and standards

Privacy Acts.

Special requirements may include:

social, cultural and religious requirements, such as:

dress standards

time required between death and cremation.

Contingencies may include:

technical problems

transport breakdowns

scheduling delays.

Potential or actual breaches may include:

incomplete documentation

inappropriate staff behaviour

inappropriate response to client behaviour

inefficient work performance.

Relevant documentation may include:

cremation documentation

council permits

schedule running sheets

cemetery plans or maps.

Sector

Funeral Services

Burials and Cremations

This unit contains employability skills.