Application
This competency applies to retail post personnel at supervisor level. It requires the team member to consistently apply the correct government and corporate policies and procedures for interviewing and processing applications for third-party agencies. It also requires the staff member to act in a professional and customer focused manner at all times while ensuring the confidentiality of the customer is maintained and the integrity of the application process assured. | |
Prerequisites
Nil | |
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Prepare for the interview. | 1.1 | Organise relevant documentation and information sources in preparation for specificinterview. |
1.2 | Advise customer of documentation and payment requirements, interview procedure and attendance requirements. | ||
1.3 | Take follow-up action as necessary. | ||
2 | Conduct customer interview. | 2.1 | Explain interview purpose, process and identification requirements. |
2.2 | Check customer's documentation, including personal details to ensure it is according to postal enterprise guidelines and regulatory requirements of authorising agency. | ||
2.3 | Ensure interview conditions and facilities are according to postal enterprise and authorising agency requirements. | ||
2.4 | Record comments according to requirements of postal enterprise and authorising agency. | ||
2.5 | Sight customer's original documentation and question customer effectively to ensure information provided is authentic and appropriate according to postal enterprise and authorising agency requirements. | ||
2.6 | Confirm applicant identification, checking quality, consistency and identification details of all relevant documents and photographs according to requirements of postal enterprise and authorising agency. | ||
2.7 | Confirm and cross-check documented details to ensure consistency and validity. | ||
2.8 | Request, sight and include additional evidence as required to address regulatory requirements. | ||
2.9 | Access all relevant information sources to confirm application is according to customer and regulatory body requirements. | ||
3 | Finalise application. | 3.1 | Remind customer of their responsibility to provide accurate information and inform them of arrangements to finalise the application. |
3.2 | Accept and record payment according to requirements of postal enterprise and authorising agency. | ||
3.3 | Amend or cancel previous documentation or arrangements as required according to requirements of postal enterprise and authorising agency. | ||
3.4 | Verify completed application according to postal enterprise policy and procedures. | ||
3.5 | Offer delivery options and organise according to postal enterprise and authorising agency policy and procedures. | ||
3.6 | Complete declaration and record transaction according to requirements of postal enterprise and authorising agency. | ||
3.7 | Provide customer with relevant information about further steps in the process according to requirements of postal enterprise and authorising agency. | ||
3.8 | Maintain confidentiality according to privacy requirements and postal enterprise policy and procedures. | ||
3.9 | Record application details and forward to the relevant authority according to requirements of postal enterprise and authorising agency. | ||
Required Skills
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit: customer service skills interpersonal communication skills to: prepare for and conduct interview with customer finalise application through clear and direct communication ask questions to identify and confirm requirements share information give instructions use language and concepts appropriate to cultural differences use and interpret non-verbal communication language, literacy and numeracy skills relevant to the role and workplace requirements ability to read and interpret the requirements postal enterprise and third-party agency applications demonstrated ability to assist customers to complete relevant application documentation. |
The following knowledge must be assessed as part of this unit: knowledge of postal enterprise and authorising agency policy and procedures in regard to: establishing identification of applicant establishing authenticity of applicant's documentation completion of relevant documentation basic knowledge of: relevant legislation and statutory requirements relevant identification procedures. |
Evidence Required
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package. | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: accesses legal and regulatory requirements for applications communicates effectively with customers/applicants defuses situations in which customers/applicants are aggressive completes documentation accurately locates, interprets and applies relevant information, which may include OHS and environmental requirements, privacy legislation and postal enterprise operating procedures and policy works effectively with others in the workplace conveys information effectively in verbal and written form maintains workplace records and documentation provides effective and professional customer service selects and uses appropriate workplace colloquial and technical language. |
Context of and specific resources for assessment | Assessment must ensure access to: a real or simulated work environment relevant documentation, such as: postal enterprise policy and procedure manuals policy and procedure manuals for relevant authorising agencies customer application documents personal identification and related documentation. |
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 performance in the workplace a role play third-party reports from a supervisor customer feedback answers to questions about specific skills and knowledge review of portfolios of evidence and third-party workplace reports of on-the-job performance review of portfolios of evidence and third-party workplace reports of on-the-job performance. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Assessing employability skills | Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification. |
Range Statement
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 in the performance criteria is detailed below. | |
Relevant documentation and information sources may include: | application form applicant birth certificate applicant's previous passport third-party agency enquiry lines third-party agency and postal enterprise manuals. |
Specific interviews may include: | Australian passport and Document of Identity (Norfolk Island) applications Australian citizenship applications application to open a bank account licence applications. |
Documentation requirements may include: | documents as per agency agreements sufficient and valid identification. |
Interview procedure may include: | a requirement for an interpreter. |
Personal details may include: | full name (including change of name documentation or deed poll) sex date of birth place of birth details of spouse and children (including decree nisi if relevant) mother's family name at birth daytime contact details residential address. |
Additional evidence may include: | forms of identification, including recent photograph, such as current driver's licence birth certificate of parent citizenship and residence details intention to reside. |
Sectors
Sector | Retail |
Competency Field
Retail Post | |
Employability Skills
The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. | |
Licensing Information
Not applicable.