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 FNSSUP504A, '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 |
1. Establish relationship with client | 1.1. Most appropriate method of communication is used to establish the nature of client enquiry 1.2. Client records are accessed as required 1.3. Client is informed of the role of the organisation 1.4. Relationship of the superannuation organisation to other financial services is explained to the client 1.5. The role and limits of authority of the representative are explained to the client 1.6. Clients with special needs are identified and appropriate action taken or referral made 1.7. Client confidentiality is maintained |
2. Inform client of the superannuation process | 2.1. Government regulations and requirements for superannuation are explained to the client 2.2. Processes and options for fund administration are explained to the client 2.3. The features and benefits of different types of funds are explained to the client |
3. Explain superannuation products and options offered by the organisation or a specific fund | 3.1. Features, benefits and implications of products offered by the organisation or a specific fund offered by that organisation are explained to the client 3.2. Ancillary benefits and facilities and options available in the organisation or a specific fund offered by that organisation are explained to the client 3.3. Fees and charges associated with the organisation's funds/products are explained to the client 3.4. Procedures for complaint handling and resolution are explained to the client |
4. Assist with complex enquiries | 4.1. Procedure for and implications of membership changes are explained to the client 4.2. Conditions associated with fund investment options and ancillary benefits and facilities of funds are explained to the client 4.3. Client understanding of conditions and procedures is checked 4.4. Client requests for membership changes are implemented |
5. Identify areas of advice outside of authority area | 5.1. Limits of authority to provide information to client are identified using organisation guidelines 5.2. Clients requiring advice outside of authority area are identified 5.3. Organisation specialist services resources and/or contacts are identified 5.4. Clients are advised to seek specialist services advice to assist with planning related enquiries and decisions |
6. Provide and/or record necessary documentation where required | 6.1. Client is provided with organisation information materials according to their information needs 6.2. Other organisation information resources are used to provide product and/or service and/or referral related information to the client if required 6.3. Client records are created and/or updated where necessary 6.4. Client documentation, information and histories are filed in a format and location readily accessible to other appropriate personnel |