Elements and Performance Criteria

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.
Customer service is provided:
in all areas of transport, distribution and storage including the provision of a range of services and/or the collection, movement, storage and delivery of equipment, goods, materials and various forms of freight
Workplace activities may be conducted:
by day or night
in any weather conditions
Customers may be:
internal or external
Requirements for work may include:
site restrictions and procedures
relevant domestic and international regulations
security procedures
communications equipment
hours of operation
authorities and permits
use of safety and personal protective equipment
Consultative processes may involve:
existing and potential customers/clients
other employees and supervisors
suppliers
manufacturers
relevant authorities
management
union representatives
OH&S specialists
other maintenance, professional or technical staff
Communications systems may involve:
face-to-face conversation
telephone
fax
email
electronic data transfer of information (EDI)
mail
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
workplace procedures
organisational procedures
established procedures
Documentation/records may include:
workplace procedures and customer service standards
job specifications
operations manuals and instructions
induction documentation
competency standards and training materials
manufacturers specifications, instructions and advice including material safety data sheets
workplace operating procedures and policies
supplier and/or client instructions
relevant Australian and international regulations, codes, standards and certification requirements
OH&S procedures
quality assurance procedures
emergency procedures
customer service manuals
Applicable regulations and legislation may include:
relevant state/territory and international regulations, codes and procedures
relevant Australian and international standards and certification requirements
dangerous goods and hazardous substances codes and regulations
relevant state/territory OH&S legislation
relevant state/territory environmental protection legislation
relevant anti-discrimination legislation
relevant privacy and confidentiality legislation
relevant freedom of information requirements

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace