Elements and Performance Criteria

RANGE STATEMENT
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.
Business (and Rural) Transaction Centres are:
developed to meet local needs and conditions and are managed by a local committee
funded by the Commonwealth government to ensure communities, particularly in rural and regional areas, have accessible and local access to a range of key services.
Products and services provided include:
Australian Taxation Office (ATO) information and access to advisory services
business services and advice
Centrelink enquiries and communications
deposits and withdrawals from accounts held with a variety of financial institutions
distribution of application forms
BTCs may also offer:
internet access and training
library services
local government information and services
Medicare premium payments, claims and information
office space for visiting professionals
payment of bills from a range of commercial and government agencies
payment of credit card balances
public telephone and facsimile access
secretarial and copying services
Veterans' Affairs services.
Accuracy and completeness of documentation includes checking:
authenticity of signatures
that all forms are completed accurately and legibly
use of appropriate forms for the transaction.
Processes and protocols to protect customer privacy and confidentiality may include:
adherence to the BTC's training requirements to ensure the procedures and processes of the agencies for whom services are provided are met
compliance with National Privacy Principles (NPP) legislation
compliance with the anti-hawking provisions of the Corporations Act
compliance with the Electronic Funds Transfer (EFT) Code of Conduct legislation
operational compliance with the Financial Services Reform (FSR) legislation.
Transactions may be both manual and/or electronic and includes:
accurate processing of transactions
completion of records for transaction errors
initiation of transaction.
Skill development and assistance required by customers may include:
demonstration of the use of:
photocopiers
printers
telecommunications equipment
other office equipment
training and support to access the internet and send emails.

EVIDENCE GUIDE
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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
provide accurate information, advice and transaction processing for a wide range of agencies such as:
local government councils
road traffic authorities
financial institutions
Medicare and Centrelink
provide high level customer service
provide confidential and sensitive information to a diverse community.

Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to financial services product information and internet
access to organisational policies, procedures and systems.

Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
verbal or written questioning on underpinning knowledge and skills
setting and reviewing workplace projects and business simulations or scenarios
accessing and validating third party reports.

Guidance information for assessment