Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to
Store policies and procedures in regard to:
store administrative and clerical systems
operating and maintaining retail equipment
Telephone and other communication numbers may be:
internal
external
Mail dispatching and collecting procedures may include:
internal systems
Australia Post
courier services
Recording/filing systems may be:
manual
electronic
Equipment used may include:
facsimile machine
telephone system
photocopier
answering machine
public address system
paging system
franking machine
typewriters
computers
calculators
Appropriate personnel may include:
supervisor
team leader
manager

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Consistently applies procedures for the processing of mail, including bulk mail.
Operates and maintains office equipment in accordance with store policies and procedures.
Files and retrieves documents in accordance with store policies and procedures.
Follows procedures for establishing contact with internal and external customers.
Consistently applies procedures for the preparation of simple correspondence.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:


Store policies and procedures, in regard to:

store administration and clerical systems
receiving and dispatching incoming and outgoing mail
processing information
reporting problems and faults

Relevant regulatory and licensing requirements such as:

occupational health and safety
environmental policies
public health

Skills in:

Operating a range of office technology
Organising work tasks
Completing tasks in a set time frame

Literacy and numeracy skills in regard to:

processing, recording and documenting information

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.

Unit WRRCA2B can be assessed with the following units:

WRRCA3B Apply retail office keyboard skills
WRRF2B Perform retail finance duties

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context or from a simulated work environment. Evidence might include:

Observation of the person in the workplace
A simulated role play
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
A real or simulated work environment

Relevant documentation, such as:

store policy and procedures manuals
manufacturer's instructions/operation manuals
A range of store retail equipment

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Equipment faults will need to be communicated to others. (1)

Collecting analysing and organising information
Instructions and store procedures will need to be collected, analysed and organised. (1)

Planning and organising activities
Processing incoming and outgoing mail will require activities to be planned and organised. (1)

Working with others and in teams
Dealing with internal and external customers will require team work. (1)

Using mathematical ideas and techniques
Weighing items and preparing outgoing mail may require the use of mathematical ideas and techniques. (1)

Solving problems
Dealing with incoming calls and transferring them may require problem solving skills. (1)

Using technology
Preparing letters and correspondence will require use of technology. (1)