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.

funded by the Commonwealth Government to ensure communities, particularly in rural and regional areas, have accessible and local access to a range of key services
developed to meet local needs and conditions and are managed by a local committee

deposits and withdrawals from accounts held with a variety of financial institutions
payment of credit card balances
payment of bills from a range of commercial and government agencies
local government information and services
Medicare premium payments, claims and information
Centrelink enquiries and communications
Australian Taxation Office (ATO) information and access to advisory services
Veterans ' Affairs services
distribution of application forms
In addition to these transaction-based services, RTCs may also offer:
Internet access and training
public telephone and facsimile access
library services
secretarial and copying services
business services and advice
office space for visiting professionals

that all forms are completed accurately and legibly
use of appropriate forms for the transaction
authenticity of signatures

compliance with National Privacy Principles (NPP) legislation
compliance with the Electronic Funds Transfer (EFT) Code of Conduct legislation
compliance with the anti-hawking provisions of the Corporations Act
operational compliance with the Financial Services Reform (FSR) legislation
adherence to the RTCs training requirements to ensure the procedures and processes of the agencies for whom services are provided are met

initiation of transaction
completion of records for transaction errors according to policy
accurate processing of transactions into workstation equipment according to policy

training and support to access the internet and/or send emails
demonstration of the use of photocopiers, printers or other office and telecommunications equipment

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:

the capacity to provide accurate information, advice and transaction-processing for a wide range of agencies (such as councils, road traffic authorities, financial institutions, Medicare and Centrelink) supported by the RTC
high level customer service and communication skills
the capacity to provide confidential and sensitive information to a diverse community

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

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:
This unit may be assessed in the workplace or in a simulated environment.

Resources required for assessment:
Assessment of this unit of competence requires access to company policies, practises and the systems of the financial services company.