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
postal outlet business transactions may include, but are not limited to:
discount mail lodgements
bulk postage lodgements
money order transactions
change of address applications
post office box applications, enquiries, requests and cancellations
KeyPOST applications
franking machine and postage meter business
Postal enterprise policies and procedures in regard to specific services.
Processing transaction details may include, but are not limited to:
electronic data entry
written data entry
checking customer details and/or lodgements
reversing transaction errors
Documentation provided to customer may include, but is not limited to:
transaction receipt
copy of transaction documentation
franking machine and postage meter license details
Mail lodgement transactions are processed in line with mail acceptance procedures, including:

Checking address and delivery instructions on mail items.

Weighing/cubing as required.

Assigning appropriate charges.

Revenue protection guidelines and local arrangements, as applicable.

Being vigilant for mail items which may contain dangerous or illegal goods.

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:

Processes transactions accurately.
Accesses legal and regulatory requirements for business transactions
Locates, interprets and applies relevant information, which may include Occupational Health and Safety and Environment requirements and postal enterprise operating procedures and policies.
Works effectively with others in the workplace
Defuses situations in which customers are aggressive.
Conveys information effectively in oral, written and electronic form.
Maintains workplace records and documentation.
Provides effective and professional customer service

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:


Postal enterprise policies, systems and procedures, in regard to:

processing specific postal outlet business transactions

Relevant aspects of:

legislation and statutory requirements
transaction processes

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered over a period of time 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 that underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRRP4A may be assessed with other units that make up a particular job function.

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:

Postal enterprise policy and procedure manuals
Customer articles and documents

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
Identifying customer requirements and informing customers of available services requires communication of ideas and information. (1)

Collecting analysing and organising information
Processing transactions requires information to be collected, analysed and organised. (1)

Planning and organising activities
Following guidelines for processing transactions requires activities to be planned and organised. (1)

Working with others and in teams
Working in a team is an essential part of this unit. (1)

Using mathematical ideas and techniques
Dealing with numerical problems and calculating numerical information requires the use of basic mathematical ideas and techniques. (1)

Solving problems
Problem solving skills will be applied when dealing with customer inquiries. (1)

Using technology
Processing transactions usually involves the use of technology. (1)