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.


financial/economic

personal

legal/regulatory/licensing

business/professional/personal reputation


referral to other professionals or third parties

requesting further information/evidence

delaying the initiation of action or service

ceasing services

declining service


deal with a range of matters, including contentious issues or problems in the course of a transaction prior to settlement and will need to suggest both practical and legal options for resolution


client management practices and principles

professional codes of practice

financial and information technology systems

clerical and administrative procedures

management and supervisory practices

professional development requirements

disputes and complaints resolution procedures


reference to all instructions/evidence/information gathered or considered

the basis on which decisions were determined

legal/government/professional/other documents

reports/correspondence/advice from other professionals or third parties

minutes

meeting notes

records of telephone conversations

electronic documents or messages

electronic funds management transaction statements

time sheets

interview records

official/general/other correspondence

documents dealing with real or personal property

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

To achieve competency in this unit, a person must be able to demonstrate:

high level communication, interpersonal and negotiation skills
ability to achieve rapport and to emphasise with others
managing relationships to achieve goals/results
sound conflict resolutions skills and strategies
application of thorough knowledge of relevant legislation, regulations and professional codes of practice
application of thorough knowledge of the organisations policies and procedures

Evidence required for demonstration of consistent performance:
Competency is demonstrated by performance of all stated criteria, including the Range Statement applicable to the particular workplace environment and should cover a representative range of client enquiries, instructions and transactions.

Delivery/assessment relationship to other units:
This unit may be assessed independently.

Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:
Assessment of performance requirements in this unit should be undertaken within the financial services industry context.
Aspects of competency, including attainment of relevant knowledge and skills may be assessed in a simulated work environment or other appropriate means.

Resources required for assessment:
This unit may involve simulation equipment such as office or computer equipment, facilities for workplace or simulated environment assessment may be required.