Communication may include but is not limited to:
Telephone enquiries
Electronic (email, fax) and written
Face to face

Range of other persons may include but is not limited to:
Clinical
Business
Personal
Trade

Communication equipment may include but is not limited to:
Telephone
Computer (email)
Fax

Maintaining confidentiality may include but is not limited to:
Public environments
Legal and ethical requirements
Writing details ie medical and dental consent forms
Conversations on the telephone
Secure location for written records
Offering a private location for discussions
Information disclosed to an appropriate person consistent with the responsibility of a dental assistant

Range of information may include but is not limited to:
Fees
Health fund entitlements
Welfare entitlements
Costs of materials, equipment, instruments and medicaments
Payment methods and records
Maintenance services

Appointment times relate to procedures required in accordance with operator requirements.

Recording of appointments may include but is not limited to:
Manual ie appointment book
Electronic ie computer based program

Financial transactions and records may include but are not limited to:
Petty cash
Patient payments
Day books
Banking records

A variety of records and forms may include but are not limited to:
Referral letters
Correspondence
Consent forms
Patient records
Radiographs
Models
Laboratory work
Medical/dental reports
Clinical photographs

Types of recall systems may include but are not limited to:
Manual
Electronic

Critical aspects of assessment must include:
Compliance with current NHRMC infection control guidelines, Australian Standards and legislative requirements related to dental assistant role
Demonstrated ability to respond to a variety of requests for information from a range of persons
Accurate calculation of fees and recording of financial transactions in accordance with dental practice/organisational requirements
Effective management of appointment and recall systems
Accurate recording, labelling and filing of forms and records within the dental practice/organisation

Concurrent assessment and relationship with other units:
Pre-requisite units of competency are:
HLTDA1A Maintain infection control in dental practice
HLTDA2A Follow the occupational health and safety policies in dental practice
HLTFA1A Apply basic First Aid

This unit can be delivered and assessed independently, however holistic assessment practices with other dental assistant units of competency is recommended.

Essential knowledge required include:
Confidentiality requirements in accordance with relevant legislation and dental practice/organisational policy and procedures
Patient fee schedule including welfare and private health insurance entitlements
Knowledge of the reasons for recalling patients

Essential skills required include:
Ability to use appropriate technology and software for recording appointments and payments
Interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities. It includes working with others and demonstrating empathy with callers and patients.
Oral communication skills (language competence) required to fullfil the job role as specified by the dental practice/organisation. Skills include negotiation, asking questions, active listening, asking for clarification from caller or patient, acknowledging and responding to a range of views.
Literacy skills to read and follow OH&S and infection control procedures, other practice policies and procedures; ability to select and apply the procedures to perform a range of tasks; follow sequenced written instructions, record accurately and legibly patient details
Ability to deal with conflict
Problem solving skills required include an ability to use available resources, prioritise appointments and assess the urgency of calls

Resource implications:
Access to an appropriate dental practice/organisation or the simulation of a realistic workplace setting where assessment can be conducted
Access to equipment and resources normally used in dental practice/organisation
Relevant dental practice/organisational policy and procedures manuals such as:
Office management procedures
Incident reporting procedures
Infection control guidelines (NHMRC) and relevant Australian Standards
Occupational Health and Safety policy and procedures
Relevant State and Territory legislation
Manufacturer specifications for the use of relevant equipment and software
Competency in this unit should be assessed using all the relevant resources commonly provided in dental practice

Method of assessment may include but is not limited to:
Observation of work performance
Written tasks
Interview and questioning
Appointment book/schedule
Supporting statement of supervisor(s)
Authenticated evidence of relevant work experience and/or formal/informal learning

Context of assessment:
This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of work conditions.
Assessment should be conducted on more than one occasion to cover a variety of circumstances and to establish consistency.
A diversity of assessment tasks is essential for holistic assessment.