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Evidence Guide: SIRRPOS003A - Deliver mail in a retail environment

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

 

SIRRPOS003A - Deliver mail in a retail environment

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

Access mail for delivery in a retail environment.

  1. Obtain customer authorisation to collect mail in relation to items requested according to postal enterprise procedures.
  2. Locate mail and associated items for delivery and check identification according to mail delivery procedures.
  3. Handle mail securely and in a manner that minimises risk of loss or damage.
Obtain customer authorisation to collect mail in relation to items requested according to postal enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Locate mail and associated items for delivery and check identification according to mail delivery procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle mail securely and in a manner that minimises risk of loss or damage.

Completed
Date:

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Handle mail items.

  1. Follow and apply established laws, by-laws andprocedural guidelines while delivering mail in a retail environment.
  2. Deliver mail in good condition to authorised customers according to postal enterprise policy, procedures and service standards.
  3. Keep mail secure to minimise risks.
  4. Handle damaged mail according to postal enterprise policy and procedures.
  5. Deliver items requiring special services and treatment as specified and finalise relevant documentation.
  6. Apply and collect charges as required according to postal enterprise policy and procedures.
  7. Obtain customer signature, if required according to postal enterprise policy and procedures.
  8. Conduct contact with customers courteously and in a manner that encourages customer loyalty.
Follow and apply established laws, by-laws andprocedural guidelines while delivering mail in a retail environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver mail in good condition to authorised customers according to postal enterprise policy, procedures and service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Keep mail secure to minimise risks.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle damaged mail according to postal enterprise policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver items requiring special services and treatment as specified and finalise relevant documentation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply and collect charges as required according to postal enterprise policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain customer signature, if required according to postal enterprise policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct contact with customers courteously and in a manner that encourages customer loyalty.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record mail delivery.

  1. Complete associated documentation according to postal enterprise policy and procedures.
  2. Process undeliverable mail according to postal enterprise policy and procedures.
  3. Report mail delivery incidents involving risks or hazards for staff or customers accurately and promptly to the relevant authority.
Complete associated documentation according to postal enterprise policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process undeliverable mail according to postal enterprise policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report mail delivery incidents involving risks or hazards for staff or customers accurately and promptly to the relevant authority.

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, 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, systems and policy

works effectively with others in the workplace

uses postal enterprise electronic systems for delivery of mail

delivers mail using appropriate methods to secure mail and check customer authorisation

conveys information in verbal and written form

maintains hard copy and online workplace records and documentation as appropriate

provides effective and professional customer service.

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

customer articles and documents.

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.

Required Skills and Knowledge

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 delivery of mail in a retail post environment

identification and correct use of equipment, processes and procedures

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

planning own work, including predicting consequences and identifying improvements

delivery transaction relevant accurate and timely record keeping

interpersonal communication skills to:

conduct contact with customers

report mail delivery incidents 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:

delivery of mail in a retail post environment

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.

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.

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.

Risks of loss or damage may include:

theft

mis-sort

mis-deliver

loss

fraudulent activity

inappropriate handling causing damage of fragile goods.

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

postal enterprise policy, operating procedures, systems and practices

postal regulations

mail delivery procedures, including:

locating mail items as per customer information

checking customer authorisation

specific procedures for delivering signature mail

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

the application of technology, such as track and trace scanning when processing mail for delivery

procedures for dealing with hazards associated with mail delivery in a retail environment

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

GST legislation.

Associated documentation may be:

in document form

in electronic form.