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
Policies and procedures of postal enterprise and authorising agency in regard to processing passport and citizenship applications under the relevant postal enterprise / agency agreement:
Interview purpose may include, but is not limited to:
Australian passport and Document of Identity (Norfolk Island) applications
Australian citizenship applications
Application to open a bank account
Licence applications
Customer documentation is not limited to, but may include:
application form
birth certificate
previous passport
Additional evidence may include, but is not limited to:
forms of identification, including recent photograph, such as current driver's license
birth certificate of parent
citizenship and residence details
intention to reside
Personal details may include, but are not limited to:
full name (including change of name documentation/deed poll)
sex
date of birth
place of birth
details of spouse and children (including decree nisi if relevant)
mother's family name at birth
daytime contact details
residential address
Information sources may include, but are not limited to:
Third party agency enquiry lines
Third party agency and postal enterprise manuals
Information requirements may include, but are not limited to:
documents as per agency agreements
sufficient and valid identification
Interview may include requirements for an interpreter

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:

Accesses legal and regulatory requirements for applications
Completes documentation accurately
Locates, interprets and applies relevant information, which may include Occupational Health and Safety and Environment requirements, privacy legislation 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 and written form.
Maintains workplace records and documentation.
Provides effective and professional customer service.
Selects and uses appropriate workplace colloquial and technical language.

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 and authorising agency policies and procedures, in regard to:

establishing identification of applicant
establishing authenticity of applicant's documentation
completion of relevant documentation

Basic knowledge of relevant:

legislation and statutory requirements
identification procedures

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 which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRRP1A may be assessed with other units which 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
policy and procedure manuals for relevant authorising agencies
customer application documents
personal identification and related documentation

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
Clearly explaining to customers the specific documentation requirements and procedures. (1)

Collecting analysing and organising information
Collecting, checking/analysing and organising customer documentation to ensure it is in line with requirements. (1)

Planning and organising activities
Preparing for an interview 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
Calculating numerical information requires the use of mathematical ideas and techniques. (1)

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

Using technology
The use of technology may not be applied in this unit. (0)