Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Protocols and procedures may include:
interacting with the customer to establish:
who the product is for
symptoms
duration of symptoms
other existing health conditions
other medications being used by the customer
if they have seen a doctor
assessing:
customer responses to questions
own confidence that the product or service requested by the customer or envisaged by the pharmacy assistant is right for the customer’s symptoms.
Customer requirements may include:
ready-made equipment packs
disposal of used injecting equipment.
Customer may include:
people acting as agents for a customer
the elderly and infirm
people who are:
illicit and injecting drug users
alcohol affected
emotionally unstable
mentally unstable
physically unwell.
Ready-madeequipment packs may include packs containing:
a specified number of syringes
swabs
filters
a sharps container.
NSP statistics may include:
information voluntarily provided by the customer, including:
gender
postcode
age
drug
number of needles and syringes supplied.
Support agencies may include:
community drug and alcohol information services
HIV and hepatitis support groups
outreach programs
men and women’s peer programs.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
apply pharmacy procedures to supply ready-made equipment packs and collect used sharps containers
follow pharmacy procedures to protect customer privacy
refer to relevant sources of information regarding support agencies to inform customers when requested
recognise and act on all situations or requests requiring referral to a pharmacist
plan and carry out work to meet efficient customer service workflow requirements.
Context of and specific resources for assessment
Assessment must ensure that competency is:
observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment guidelines
demonstrated across a range of customers over sufficient time to include handling of a range of contingencies
demonstrated in a real or simulated pharmacy environment, which may include customer interruptions and involvement in other related activities normally expected in the pharmacy.
Assessment must ensure access to:
pharmacy protocols and procedures
NSP operational guidelines
a range of real or simulated customers with NSP requirements
ready-made equipment kits, including sharps containers
a large pharmacy sharps disposal container
relevant documentation, such as:
NSP statistical forms
list of relevant local and online support services and agencies.
Method 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 the candidate in the workplace:
assessing customer requirements
providing ready-made equipment packs
accepting and disposing of used sharps containers containing used injecting equipment
collecting statistical data if required
providing information regarding relevant support services on request
written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge
role plays to confirm communication skills to meet diverse customer requirements
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.