Elements and Performance Criteria

Workplace forms and documents include:
Job sheets, time sheets, rosters
Client contact registers including telephone calls
Meeting registers and records
Purchase orders and invoices
Promotional materials
Organisations policies & procedures
SOP's
Relevant legislation
Organisation's standard forms

Records may be:
Accounting records eg account for payments, petty cash payments, purchases
Client records eg client statistics, client details, contact numbers etc.
Assessment and referral records
Records of jobs/clients attended
Sign on/sign off sheets
Purpose designed report forms

Storage and maintenance of organisational information includes:
Manual and computer filing
Data base
Management of computer directories

Equipment and machines include:
Answering machines
Appliances
Computers
E-mail
Fax machines
Machinery
Maintenance equipment
Microwave ovens
Photocopiers
Telephones
Two-way radios
Cleaning equipment
Vehicles

Maintenance of equipment is:
According to routine maintenance instructions and responsibilities of the job role

Inquiries may be internal and external via:
Telephone calls
Facsimiles
Letters
Email
Internal office memos
Personal visits

Reports may be in English or community language as required by the organisation/service:
Verbal or written
Memos
Letters
Records
Chart reports
Notes

Organisational procedures and policies include those relating to:
Filing and indexing
Security
Circulation
Confidentiality

Critical aspects of assessment must include:
Relevant policies, guidelines and procedures of the organisation relating to administrative duties are followed
Completion of documentation, if required by organisation/service
Competency should be demonstrated over the full range of equipment that the worker would be expected to use

Essential knowledge required includes:
Organisational policies and procedures for recording information and keeping records
Organisational policies and procedures for maintaining supplies
Organisational policies and procedures for security and circulation
Recording mechanisms
Organisational policies and procedures for incoming and outgoing mail
Locations and titles of personnel
Australia Post specifications for mail
Confidentiality requirements

Essential Skills include:
Use of workplace equipment appropriate to job role
Language, literacy and numeracy competence appropriate to the requirements of the organisation and client group. This may range from oral communication skills if reporting verbally, to writing skills if filling in work forms. Organisational forms may also vary in complexity. Language used may be English or a community language.
Use of information systems and technology
Oral communication skills required to fulfil the job role in the organisation/service. Oral skills may include listening to enquiries to providing simple factual information relevant to the workplace and client group. Language used may be English or community language depending on the client group.
Literacy competence required to fulfil the procedures of the organisation/service, and according to the support available in the workplace. Writing skills may range from the need to fill out a simple form to completion of a short report. Reading skills may range from understanding the names on envelopes/correspondence to reading pamphlets to determine their relevance to an enquiry.
Numeracy competence required to fulfil the procedures of the organisation/service, and according to the support available in the workplace. Numeracy tasks may range from the need to count supplies to recording information on an organisational form

Resource implications:
Access to appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment
Access to equipment and resources normally used in the workplace

Method of assessment:
Observations
Questioning
Evidence gathered from the workplace environment
Demonstration over a period of time to ensure consistency of performance

Context of assessment:
Evidence must include observation of performance in the work environment or in a simulated work setting