Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver FNSSUP504, 'Provide advanced customer service to superannuation clients'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Provide advanced customer service to superannuation clients' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Establish relationship with clients | 1.1 Use most appropriate method of communication to establish nature of client enquiry 1.2 Access client records as required 1.3 Inform clients of role of organisation 1.4 Explain to clients the relationship of superannuation organisation to other financial services 1.5 Explain to clients the role and limits of authority of representative 1.6 Identify clients with special needs and take appropriate action or make referral 1.7 Maintain client confidentiality in accordance with organisational procedures, legislation and industry codes of practice |
2. Inform clients of superannuation process | 2.1 Explain government regulations and requirements for superannuation to clients 2.2 Outline processes and options for fund administration to clients 2.3 Identify features and benefits of different types of funds and explain to clients |
3. Explain superannuation products and options offered by organisation or specific fund | 3.1 Outline to clients the features, benefits and implications of products offered by organisation, or specific fund offered by organisation 3.2 Explain to clients the ancillary benefits, facilities and options available in organisation, or specific fund offered by organisation 3.3 Explain to clients the fees and charges associated with organisation’s funds or products 3.4 Discuss procedures for complaint handling and resolution with clients |
4. Assist with enquiries | 4.1 Explain conditions associated with being a member of a fund 4.2 Explain procedure for and implications of membership changes to clients 4.3 Check client understanding of conditions and procedures 4.4 Implement client requests for membership changes |
5. Identify areas of advice outside authority area | 5.1 Identify limits of authority to provide information to clients using organisational guidelines 5.2 Identify clients requiring advice outside authority area 5.3 Identify organisation’s specialist services resources and/or contacts 5.4 Advise clients to seek specialist services advice to assist with planning-related enquiries and decisions |
6. Provide and/or record necessary documentation where required | 6.1 Provide clients with organisation’s information materials according to their information needs 6.2 Use other organisational information resources to provide product and/or service and/or referral related information to clients if required 6.3 Create and/or update client records where necessary 6.4 File client documentation, information and histories in format and location readily accessible to other appropriate personnel |