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Evidence Guide: FNSSUP506A - Supervise and monitor operational guidelines in a superannuation organisation

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSSUP506A - Supervise and monitor operational guidelines in a superannuation organisation

What evidence can you provide to prove your understanding of each of the following citeria?

Identify the organisation's operational guidelines and practices

  1. Documented procedures that guide the operation of the organisation are identified and read
  2. Practices that implement the operational guidelines are identified
  3. Compliance requirements in the implementation of operational guidelines are identified
  4. Industry codes of practice relevant to the implementation of operational guidelines are identified
  5. Ethical standards in the implementation of operational guidelines are identified
  6. Performance measures and operational outcomes are identified
Documented procedures that guide the operation of the organisation are identified and read

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Practices that implement the operational guidelines are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Compliance requirements in the implementation of operational guidelines are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Industry codes of practice relevant to the implementation of operational guidelines are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ethical standards in the implementation of operational guidelines are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Performance measures and operational outcomes are identified

Completed
Date:

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Supervise the implementation of operational guidelines

  1. Key positions, personnel, job descriptions and authorities are identified
  2. Performance of staff, systems and resources is measured and assessed in a systematic way
  3. Support is arranged to ensure operational guidelines are being implemented
  4. Conformance of staff, systems and resources with operational guidelines is regularly assessed
  5. Operational guidelines are periodically reviewed for effectiveness
  6. Improvements to operational guidelines are identified and acted on according to organisation requirements
Key positions, personnel, job descriptions and authorities are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Performance of staff, systems and resources is measured and assessed in a systematic way

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support is arranged to ensure operational guidelines are being implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conformance of staff, systems and resources with operational guidelines is regularly assessed

Completed
Date:

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Operational guidelines are periodically reviewed for effectiveness

Completed
Date:

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Improvements to operational guidelines are identified and acted on according to organisation requirements

Completed
Date:

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Distribute information on operational guidelines to staff

  1. Operational guidelines are distributed to all relevant staff
  2. Updates and amendments are distributed as required
  3. Feedback and interpretation requests are received and responded to according to organisation guidelines
  4. Briefings for new staff on the guidelines are provided as part of induction procedures
  5. Sections of guidelines relevant to clients including client rights, performance standards and complaint procedures are communicated to clients and displayed where appropriate
Operational guidelines are distributed to all relevant staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Updates and amendments are distributed as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback and interpretation requests are received and responded to according to organisation guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Briefings for new staff on the guidelines are provided as part of induction procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sections of guidelines relevant to clients including client rights, performance standards and complaint procedures are communicated to clients and displayed where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor operational procedures and guidelines

  1. Client service is monitored to ensure operational guidelines are being implemented effectively and service standards are being met
  2. Performance of staff, systems and resources is periodically assessed against organisation guidelines and objectives
  3. Documentation on the supervision and monitoring of operational guidelines is managed
  4. Implementation of operational guidelines is regularly monitored for compliance with relevant legislation and codes of practice
  5. Breaches of guidelines are identified and staff counselled where required
Client service is monitored to ensure operational guidelines are being implemented effectively and service standards are being met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Performance of staff, systems and resources is periodically assessed against organisation guidelines and objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentation on the supervision and monitoring of operational guidelines is managed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implementation of operational guidelines is regularly monitored for compliance with relevant legislation and codes of practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Breaches of guidelines are identified and staff counselled where required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Overview of assessment

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

Evidence of the ability to:

monitor operational procedure and guidelines against organisation objectives and relevant legislation and codes of practice

counsel staff when breaches in guidelines are identified

identify and address factors which may affect performance of staff, systems and/or resources

evaluate performance against fund requirements and form recommendations and/or make recommendations

implement and monitor performance measurement systems.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation financial records

access to organisation policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace business simulations or scenarios.

Guidance information for assessment

Required Skills and Knowledge

Required skills

well-developed communication skills to:

liaise with others, share information, confirm work requirements, using questioning and active listening as required

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to superannuation operations

access and update account records electronically

use internet information

literacy skills to read and interpret documentation from a variety of sources and record and consolidate related information

interpersonal skills to relate effectively within a team environment

data analysis and interpretation skills

project management skills

organisation skills, including the ability to plan and sequence work

customer relations and customer service skills

learning skills to maintain knowledge of changes to products and relevant legislation

judgement skills for forming recommendations in operational situations

management skills for working effectively in a constantly changing environment and supervising staff effectively

Required knowledge

superannuation organisationoperational guidelines

organisationsystems and resource requirements

relevant industry Acts, regulations and codes of practice

organisation:

administrative processes and systems

marketing and advertising processes

documentation systems including registry and library processes

human resources procedures

office information technology systems and software

Privacy Act obligations

fraud deterrence practices

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, 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.

Operational guidelines include:

data input documents

feedback mechanisms

instruction sheets

reports

service timetables/response times.

Performance measures and operational outcomes may include:

individual, team, area and/or organisation goals

job role outcomes

Key Performance Indicators (KPIs)

performance targets

service standards and targets.

Support may include:

additional expertise

additional resources

communication tools

documentation

human resource support

procurement of supplies

technical repairs

training, coaching or mentoring.

Systems and resources may include:

administrative systems

documentation systems

human resources

information systems

job rotations

resource supplies

work team systems.

Communication may include:

electronic

individual and group

meetings

verbal

in writing.

Client service may be pre or post sales and may include:

complaints handling

conservation activity

enquiries

policy changes

reports

timely and accurate documentation

written communication.

Service standards may include:

accuracy rates

completion dates

data availability

document presentation

procedures

response times

staff communication.

Relevant legislation and codes of practice may include:

anti-discrimination legislation

Corporations Act

Family Law Legislation Amendment Superannuation Acts

Financial Services Reform Act (FSRA)

Income Tax Assessment Act

Insurance Act

Privacy Act

Retirement Savings Account Act

Superannuation (Resolution of Complaints) Act

Superannuation (Unclaimed Moneys and Lost Members) Act

Superannuation Contributions Tax (Assessment and Collection) Act (surcharge)

Superannuation Guarantee (Administration) Act (SGAA)

Superannuation Industry (Supervision) Act (SIS)

Superannuation Industry (Supervision) Regulations.