Elements and Performance Criteria

RANGE STATEMENT
9) This relates to the competency standard unit as a whole providing the range of contexts and conditions to which the Performance Criteria apply. It allows for different work environments and situations that will affect performance.
This Competency Standard Unit shall be demonstrated in relation to investigating billing exceptions/conditions.

The following constants and variables included in the element/performance criteria in this unit are fully described in the Definitions Section of this volume and form an integral part of the Range Statement of this unit:

Exceptions and conditions
Problems
Investigating billing exceptions
Telephone contact
Liaison with customers
Solutions

EVIDENCE GUIDE
8) The Evidence Guide forms an integral part of this Unit and shall be used in conjunction with all components parts of this unit and performed in accordance with the Assessment Guidelines of this Training Package.

Overview of Assessment
8.1)

Longitudinal competency development approaches to assessment, such as Profiling, require data to be reliably gathered in a form that can be consistently interpreted over time. This approach is best utilised in Apprenticeship programs and reduces assessment intervention. It is the Industry’s preferred model for apprenticeships. However, where summative (or final) assessment is used it is to include the application of the competency in the normal work environment or, at a minimum, the application of the competency in a realistically simulated work environment. It is recognised that, in some circumstances, assessment in part or full can occur outside the workplace. However, it must be in accord with Industry and Regulatory policy in this regard.

Methods chosen for a particular assessment will be influenced by various factors. These include the extent of the assessment, the most effective locations for the assessment activities to take place, access to physical resources, additional safety measures that may be required and the critical nature of the competencies being assessed.

The critical safety nature of working with electricity, electrical equipment, gas or any other hazardous substance/material carries risk in deeming a person competent. Hence, sources of evidence need to be ‘rich’ in nature so as to minimise error in judgment.

Activities associated with normal every day work have a bearing on the decision as to how much and how detailed the data gathered will contribute to its ‘richness’. Some skills are more critical to safety and operational requirements while the same skills may be more or less frequently practiced. These points are raised for the assessors to consider when choosing an assessment method and developing assessment instruments. Sample assessment instruments are included for Assessors in the Assessment Guidelines of this Training Package.

Critical aspects of evidence required to demonstrate competency in this unit
8.2)

Before the critical aspects of evidence are considered all prerequisites shall be met.

Evidence for competence in this unit shall be considered holistically. Each element and associated performance criteria shall be demonstrated on at least two occasions in accordance with the ‘Assessment Guidelines — UEG11’. Evidence shall also comprise:

A representative body of work performance demonstrated within the timeframes typically expected of the discipline, work function and industrial environment. In particular this shall incorporate evidence that shows a candidate is able to:

Implement Occupational Health and Safety workplace procedures and practices including the use of risk control measures as specified in the performance criteria and range

Apply sustainable energy principles and practices as specified in the performance criteria and range

Demonstrate an understanding of the required knowledge and skills as described in this unit to such an extent that the learner’s performance outcome is reported in accordance with the preferred approach; namely a percentile graded result, where required by the regulated environment

Demonstrate an appropriate level of employability skills

Conduct work observing the relevant Anti-discrimination legislation, regulations, polices and workplace procedures

Demonstrate performance across a representative range of contexts from the prescribed items below.
Investigating billing exceptions as described in 9.) Range Statement and including:



Range of tools/equipment/procedures/workplace


Group No
The minimum number of items on which skill is to be demonstrated
Item List


A. Exceptions and conditions:
At least 6
Long term bill accounts (12 months)
Meter changes
Manual bills
Daily accounts
Active and inactive accounts
Gas used on an inactive account i.e. vacant premises
Meter reader is unable to find the meter
Missing meter/records
Unknown consumer investigations
Vacant premises investigations
Meter relocations


B. Investigating billing exceptions, field calls regarding:

At least 4
Owner/occupiers' of properties
Dates of entry of owner/occupier
Meter reading for billing purposes
Meter identification details
Other relevant information such as forwarding address
Payment arrangements


C. Telephone contact to:

At least 3
Consumers
Council/rates office
Real estate agents
Internal employees/departments
Other statutory authorities


D. Liaison with customers through:

All
In person
Telephone
Fax
Letter
Internet


E. Solutions include:

At least 4
Arrange the removal of inactive meters
Account billed
Change meters
Arrangements for payment made
Adjust accounts
Access for future meter reading made


F. Requirements
All
Administrative working environments in the Gas Industry
Communication, negotiation and problem solving techniques
Understand and use appropriate accounting program
Utilities industries meters


G. Unplanned events
At least one occasion
Dealing with an unplanned event by drawing on essential knowledge and associated skills to provide appropriate solutions incorporated in the holistic assessment with the above listed items

Context of and specific resources for assessment
8.3)

This unit should be assessed as it relates to normal work practice using procedures, information and resources typical of a workplace. This should include:

OHS policy and work procedures and instructions.

Suitable work environment, facilities, equipment and materials to undertake actual work as prescribed by this Competency Standard Unit.

Appropriate environmental regulation and work practices.

Appropriate organisational requirements.

Appropriate work environment, equipment and tools.

In addition to the resources listed above, in Context of and specific resources for assessment, evidence should show demonstrated competency in investigating billing exceptions/conditions.

Assessment of this competency must also be undertaken in either an actual workplace or under a simulated work environment. Assessment must also integrate the employability skills.

Method of assessment
8.4)

This Competency Standard Unit shall be assessed by methods given in Volume 1, Part 3 ‘Assessment Guidelines’.

Note: Competent performance with inherent safe working practices is expected in the Industry to which this Competency Standard Unit applies. This requires that the specified Required Knowledge and Skills are assessed in a structured environment which is primarily intended for learning/assessment and incorporates all necessary equipment and facilities for learners to develop and demonstrate the required knowledge and associated skills described in this unit.

Concurrent assessment and relationship with other units
8.5)

There are no recommended concurrent assessments with this unit, however in some cases efficiencies may be gained in terms of learning and assessment effort being concurrently managed with allied Competency Standard Units where listed.

UEGNSG102B
Carry out work activities in a utilities industry work environment

BSBFLM312B
Contribute to team effectiveness

BSBFLM303C
Contribute to effective workplace relationships