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:

locates, interprets and applies relevant information, which may include OHS and environmental requirements and postal enterprise operating procedures and policy

works effectively with others in the workplace

uses postal enterprise electronic systems for receipt of mail

uses appropriate methods to secure and present mail

defuses situations in which customers are aggressive

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:

mail items and associated documentation, including customer specifications

charging guidelines.

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.

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.

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:

application of postal enterprise work procedures

appropriate application of operational procedures and customer service standards for the receipt of mail in a retail postal environment

identification and correct use of equipment, processes, systems and procedures

application of relevant agreements, codes of practice and other legislative requirements

planning own work, including predicting consequences and identifying improvements

interpersonal communication skills to:

explore customer requirements in relation to offering optional mail service

check customer details and provide assistance to ensure accuracy through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication.

The following knowledge must be assessed as part of this unit:

postal enterprise policy and procedures in regard to:

mail acceptance procedures

mail processing in a retail environment

relevant available product and service options

relevant legislation and statutory requirements

relevant OHS and environmental requirements

impact of job on facility and team performance

focus of work systems, equipment, management and operating systems.

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.

Established laws, by-laws and procedural guidelines may include:

postal enterprise policy, operating procedures, systems and practices

postal regulations

customer service standards and procedures

quality assurance procedures

codes of practice, including National Standards for Manual Handling and Industry Safety Code

enterprise codes of practice relating to regulations for handling dangerous and illegal goods

equal employment opportunity (EEO), affirmative action and anti-discrimination legislation

GST legislation.

Mail may include:

internal mail

external mail

letters

boxes

parcels

bulk mail.

Risks to mail security may include:

damage

theft

mis-sort

mis-deliver

loss

fraudulent activity.

Customers may include:

new or repeat contacts

external and internal contacts

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Optional mail services may include:

speed

signature

insurance

collection services.

Mail acceptance and processing procedures may include:

checking address and delivery instructions on mail items

weighing or cubing as required

assigning appropriate charges

revenue protection guidelines and local arrangements, as applicable

being vigilant for mail items that may contain dangerous or illegal goods

categorising

sequencing

isolating

the application of technology, such as track and trace scanning when processing.

Lodgement and receipt details may be:

in document form

in electronic form.