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Evidence Guide: LGAGOVA301B - Assist customers with rate enquiries

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

 

LGAGOVA301B - Assist customers with rate enquiries

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

Respond to rates and special charges enquiries from external clients

  1. The client is identified and right to information about rates and special charges is established in accordance with privacy legislation.
  2. Enquiries are responded to promptly and correct advice and information are given using appropriate communication method.
  3. Complex or difficult enquiries are referred to supervisor or appropriate department for direction.
The client is identified and right to information about rates and special charges is established in accordance with privacy legislation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enquiries are responded to promptly and correct advice and information are given using appropriate communication method.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complex or difficult enquiries are referred to supervisor or appropriate department for direction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on rates and special charges to other council personnel

  1. The right to information under privacy legislation is established.
  2. Requests for information from other council personnel are responded to promptly and courteously.
  3. Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client.
  4. Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence.
  5. Records are kept in accordance with council procedures.
The right to information under privacy legislation is established.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Requests for information from other council personnel are responded to promptly and courteously.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records are kept in accordance with council procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust supplementary notices

  1. The changed nature of property is identified and a supplementary notice is issued.
  2. Journal adjustments are processed and reconciled as required.
The changed nature of property is identified and a supplementary notice is issued.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Journal adjustments are processed and reconciled as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to rates and special charges enquiries from external clients

  1. The client is identified and right to information about rates and special charges is established in accordance with privacy legislation.
  2. Enquiries are responded to promptly and correct advice and information are given using appropriate communication method.
  3. Complex or difficult enquiries are referred to supervisor or appropriate department for direction.
The client is identified and right to information about rates and special charges is established in accordance with privacy legislation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enquiries are responded to promptly and correct advice and information are given using appropriate communication method.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complex or difficult enquiries are referred to supervisor or appropriate department for direction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on rates and special charges to other council personnel

  1. The right to information under privacy legislation is established.
  2. Requests for information from other council personnel are responded to promptly and courteously.
  3. Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client.
  4. Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence.
  5. Records are kept in accordance with council procedures.
The right to information under privacy legislation is established.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Requests for information from other council personnel are responded to promptly and courteously.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Records are kept in accordance with council procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust supplementary notices

  1. The changed nature of property is identified and a supplementary notice is issued.
  2. Journal adjustments are processed and reconciled as required.
The changed nature of property is identified and a supplementary notice is issued.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Journal adjustments are processed and reconciled as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Overview of assessment requirements

A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated.

Critical aspects of evidence to be considered

The demonstrated ability to:

provide prompt and effective service to external and internal clients

correct identified errors or enter changes promptly

explain statutory or council requirements clearly

adjust supplementary notices

process and reconcile journal adjustments

Context of assessment

Competency is demonstrated by performance of all stated criteria, with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide, and within the scope of the Range Statement.

Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package.

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment.

Assessment should reinforce the integration of the key competencies for the particular AQF level. Refer to the key competency levels at the end of this unit.

Method of assessment

The following assessment methods are suggested:

observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies

written and/or oral questioning to assess knowledge and understanding

completion of workplace documentation

third-party reports from experienced practitioners

completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor

Evidence required for demonstration of consistent performance

Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of situations.

Resource implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace including access to a workplace or simulated case study that encompasses resources such as:

examples of council policies governing rate procedures and guidelines

relevant databases

records management systems

Required Skills and Knowledge

This describes the essential skills and knowledge and their level, required for this unit

Required Skills

council policies relating to rates

statutory requirements

Required Knowledge

providing clear explanations

negotiating

writing correspondence

selecting language appropriate to customer

responding to multiple demands in peak periods of rate payments

resolving conflict

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.

Clients may include:

rate payers

solicitors

police

statutory agents

Special charges may include:

special benefits provided to special groups, such as library, sporting centre or preschool groups

Enquiries may include:

name of owner

account payment

address

arrears

rate amount

debt recovery

Requests may include:

anything that conforms to council purpose, including planning, health notices, community services and resident services

Other council personnel may include:

customer service counter or rates counter personnel

special rates enquiry personnel

agency personnel

Council policy may include:

customer service

rates procedures and guidelines

complaint handling

record information system