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.


banks

building societies

credit unions

employers (managers, supervisors, team leaders)

finance companies

financiers

government agencies

private companies

other commercial agents

solicitors


overall company goals and objectives

trading terms and credit limits

legal obligations and framework

economic environment

gathering information and its evaluation

company mission statements

Privacy Act legislation


history of debtor from own data base

reports as to worthiness from references

reports from a credit reporting agency

an appraisal using credit scoring or other such system

a report from a bureau using industry specific information (trends etc)


telephone calls

written advice to debtors who have a history of debt and require formal procedures

personal discussions with debtors to provide advice and establish a common sense approach to resolution

legal service documentation


verbal/written arrangements to proceed to pay

verbal undertaking to pay over a specified term

legal procedures required to elicit payment


an individual

a company

a business

an association


issue statement of claim

serve demand or legal notices

apply to court for writ of possession

contact Sheriff for serving of legal document

Garnishee Order

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:

accurate compilation of debtors credit history
ability to build and maintain rapport and trust with clients
knowledge of current legislative requirements and general developments in the credit management and mercantile agent's field
ability to successfully persuade debtors to come to a satisfactory agreement to repay
understanding of the role of ethics and appropriate industry code of conduct in collection activities
sound demonstration of telephone collection techniques

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 through practical demonstration in an actual work environment or simulation of such an environment.

Resources required for assessment:
Assessment of this unit of competence requires access to:
qualified assessors and assessment guidelines
a record system which facilitates recording of trainee' profiles and progress
facilities for workplace or simulated environment assessment.