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.
Client details may include:
address of client’s property
client billing address
client email address
date product or service provided
name of client
nature of product or service required
telephone number of client.
Products and services may include:
service and/or repair of swimming pool or spa
swimming pool and spa:
accessories
chemicals
components
technical advice on swimming pool or spa.
Documentation may include:
checklist
company information
electronic documentation
guarantees or warranty information
paper documentation
product information
quotation
receipt
risk mitigation
service information
specific documentation for commercial and public swimming pools and spas
tax invoice.
Complete details may include:
Australian Business Number
call-out charges
contact details for company
date of supply of product and service
delivery charges
delivery details
description of product or service provided
discounts
Goods and Services Tax
guarantee or warranty details
labour cost
materials:
cost
description
product code numbers
quantity
name of staff member who provided product or service
recommended follow-up actions
tax invoice number
time spent providing product or service.
Payments may include:
account
cash
cheque
credit card
EFTPOS.
Copies of documents may be:
for follow-up action
for supplier
for the accounts department
for the file
paper-based or electronically transmitted materials.

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
This unit of competency could be assessed by demonstration of completion of client documentation associated with servicing swimming pools and spas.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person should demonstrate the ability to:
collate information required for completion of client documentation related to swimming pool or spa servicing
calculate the costs of providing products and services in order to complete client documentation
process client documentation related to swimming pool or spa servicing
check client documentation for accuracy
present and explain documentation to client
respond to client queries and complaints with regard to documentation
file client documentation
demonstrate knowledge of:
types and purpose of client documentation
details required to complete different types of client documentation
importance of accurately completing client documentation.
Context of and specific resources for assessment
Assessment of essential underpinning knowledge may be conducted in an off-site context and is to comply with relevant regulatory and Australian standards’ requirements.
Resource implications for assessment include:
relevant codes, standards and government regulations
a technical reference library with current publications on:
swimming pool and spa products and services
client documentation
customer service principles.
Method of assessment
Assessment methods must:
satisfy the endorsed Assessment Guidelines of the CPP07 Property Services Training Package
include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application
reinforce the integration of employability skills with workplace tasks and job roles
confirm that competency is verified and able to be transferred to other circumstances and environments.
This unit could be assessed on its own or in combination with other units relevant to the job function.
Guidance information for assessment
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Assessment processes and techniques should, as far as is practical, take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.