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.
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.
Postal outlet business transactions may include:
discount mail lodgements
bulk postage lodgements
money order transactions
change of address applications
post office box applications, enquiries, requests and cancellations
KeyPOST applications
franking machine and postage meter business.
Mail acceptance 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.
Transaction details may include:
electronic data entry
written data entry
checking customer details or lodgements
reversing transaction errors.
Documentation to be provided to customer may include:
transaction receipt
copy of transaction documentation
franking machine and postage meter licence details.

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:
processes transactions accurately
accesses legal and regulatory requirements for business transactions
locates, interprets and applies relevant information, which may include WHS and environmental requirements and postal enterprise operating procedures and policy
provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service or sales procedure
uses effective questioning, active listening and observation skills to identify special customers requirements
conveys information effectively in verbal, written and electronic form
maintains workplace records and documentation.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as postal enterprise policy and procedure manuals
customer articles and documents
point of sale equipment and materials.
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
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.