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 in the performance criteria is detailed below.
Established laws, by-laws and procedural guidelines may include:
postal enterprise policy, operating procedures, systems and practices
postal regulations
customer service standards and procedures
quality assurance procedures
codes of practice, including National Standards for Manual Handling and Industry Safety Code
enterprise codes of practice relating to regulations for handling dangerous and illegal goods
equal employment opportunity (EEO), affirmative action and anti-discrimination legislation
GST legislation.
Mail may include:
internal mail
external mail
letters
boxes
parcels
bulk mail.
Risks to mail security may include:
damage
theft
mis-sort
mis-deliver
loss
fraudulent activity.
Customers may include:
new or repeat contacts
external and internal contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Optional mail services may include:
speed
signature
insurance
collection services.
Mail acceptance and processing procedures may include:
checking address and delivery instructions on mail items
weighing or cubing as required
assigning appropriate charges
revenue protection guidelines and local arrangements, as applicable
being vigilant for mail items that may contain dangerous or illegal goods
categorising
sequencing
isolating
the application of technology, such as track and trace scanning when processing.
Lodgement and receipt details may be:
in document form
in electronic form.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
locates, interprets and applies relevant information, which may include WHS and environmental requirements and postal enterprise operating procedures and policy
works effectively with others in the workplace
uses postal enterprise electronic systems for receipt of mail
uses appropriate methods to secure and present mail
defuses situations in which customers are aggressive
conveys information effectively in verbal and written form
maintains workplace records and documentation
provides effective and professional customer service
selects and uses appropriate workplace colloquial and technical language.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
mail items and associated documentation, including customer specifications
charging guidelines.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
a role play
third-party reports from a supervisor
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.