Elements and Performance Criteria

The Range of Variables explains the range of contexts within which the performance and knowledge requirements of this unit may be assessed. The scope of variables chosen in training and assessment may depend on the work contexts.

What is meant by interpersonal skills?
Interpersonal skills may include communication skills that convey a professional business image and provide information and advice clearly and concisely. They may also include active listening and questioning skills to clarify and determine customer requirements.

What is meant by a client profile?
A client profile may include contact details, pet preferences, family structure and lifestyle, other animals the family may have, environment the animal will be living in and the reason for the client selecting a particular companion animal breed or species.

What forms of communication may take place?
Communication may include face to face, telephone, fax and email.

What is meant by characteristics of different breeds and species?
Characteristics may include temperament (e.g. aggressive, noisy, good with children, shy, quiet, requires companionship or playful); requires intensive exercise and / or grooming; heritable traits; medical conditions typical of the breed or species; breeding issues; training requirements; and natural predators.

What is included in set up and maintenance of housing?
Set up of housing may include the set up of cages, enclosures, compounds, brooders, aviaries, reptile housing, habitat boxes and paddocks.
Maintenance may include checking security (e.g. locks, slides and bolts), heating, lighting systems and ventilation; securing and replacing enclosure furniture; checking for pests; regular cleaning; correct disposal of waste; and maintenance techniques relating to biological, mechanical and chemical water filtration systems.

What are environmental health requirements?
Environmental health requirements may include the type of heating, lighting and ventilation; shelter; access to natural foods; access to drainage; and disposal of waste.

What are included in recommended medical treatments?
Basic medical treatments may include worming, flea and parasite control and vaccinations.

What are dietary requirements?
Dietary requirements may include formulae for young animals; cereal products, seeds, meat, fish, food animals, hay, fruit and vegetables; activity foods; vitamins and supplements; processed foods; water; and milk.

What are included as accessories?
Accessories may include toys, leads, collars, feeding implements, enclosure furniture, literature, animal protective clothing and bedding.

What additional equipment and related services are likely to be included?
Additional equipment and related services may include grooming and walking, repair and maintenance of equipment, veterinary facilities and obedience and training schools.

What transportation may be required?
Transportation may include local, interstate or overseas travel to and from the companion animal facility and clients' homes.

What type of legislative requirements may need to be complied with?
Local council regulations (e.g. registration and microchipping), animal welfare requirements and environmental regulations.

What are the critical aspects of evidence required for this unit of competency as a whole?
The critical requirements that are valuable for this unit of competency as a whole are listed below.

Assessment must confirm one's ability to:

engage customers effectively and advise on the suitability of a particular companion animal breed or species to meet their needs
demonstrate a good knowledge of the housing, nutrition, environmental and general maintenance requirements of a range of companion animals
demonstrate compliance with legislative requirements relating to the sale and transport of companion animals.

What specific knowledge is needed to achieve the performance criteria?

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

basic animal biology
species or breed nutritional requirements
common companion animal diseases and treatment strategies
species compatibility
general maintenance and cleaning of animal housing
relevant products and additional services
relevant legislative and environmental regulations
communication and sales techniques.

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, some complementary skills are required. These skills include:

animal handling and restraint techniques
feeding techniques for a range of species
persuasion and sales techniques
ability to demonstrate the set up of animal housing and the general maintenance of equipment
ability to demonstrate the use of products and accessories
literacy skills to read and follow OHS and waste management procedures and other organisational policies and procedures; select and apply the procedures to perform a range of defined tasks; follow sequenced written instructions; and record accurately and legibly the information collected
oral communication skills / language competence to fulfil the job role as specified by the organisation including questioning techniques, active listening, asking for clarification and consulting with supervisor
numeracy skills to complete arithmetic calculations
interpersonal skills to work with and relate to people from a range of cultural, social and religious backgrounds
problem-solving skills to use available resources and prioritise daily tasks.

What are the specific resource implications for this unit of competency?
For valid assessment, one
an appropriate companion animal workplace or an environment that reproduces normal work conditions
equipment and / or resources normally used in the workplace
a range of companion animal breeds and species
animal housing and equipment, including lighting and ventilation systems
companion animal accessories
foodstuffs and other nutritional requirements
information on animals, products and caring for animals
information on disease identification and treatment
relevant legislation and sales documentation.

What considerations should there be for consistency in performance?
To ensure consistency in one's performance, competency should be demonstrated on more than one occasion over a period of time in order to cover a variety of circumstances, cases and responsibilities and, where possible, over a number of assessment activities.
The skills and knowledge required to

What considerations should there be for context of assessment?
Assessment for this unit of competency is to be largely practical in nature and will be most appropriately assessed in a companion animal workplace or in a situation that reproduces normal work conditions.
There must be access in either situation to the appropriate equipment and / or resources to enable one to demonstrate competency.

Are there other units of competency that could be assessed with this one?
This unit of competency

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 in brackets 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
By discussing and clarifying customers' needs to determine the appropriateness of the animal selected. (2)

Collecting analysing and organising information
By recording customer requirements and analysing them against animal profiles. (2)

Planning and organising activities
By following a process once the animal is selected to ensure customers have all the necessary products and equipment to ensure a smooth transition to a home environment. (2)

Working with others and in teams
By consulting with other members of the work team to ensure customer satisfaction. (2)

Using mathematical ideas and techniques
By measuring quantities and calculating volumes. (2)

Solving problems
By matching customers' requirements to appropriate animals and helping customers understand technical information. (2)

Using technology
By using the Internet to access information about an animal or product. (2)