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, 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.

service cost
advice or general information
current funeral arrangements
special burial requests
incorrect invoices or prices
dissatisfaction with service quality
service errors
making or changing appointments
notifying of a death or impending death
options for prepayment of funerals.

colleagues
supervisors
managers.

funeral details
confirmation of arrangements
delays
difficulties
additional costs.

social, religious or cultural impediments
time delays
increased costs to client or business
negative impact on business reputation
increased staff workload
health and safety of staff and clients.

OHS
anti-discrimination
Privacy Acts
Trade Practices Act.

record keeping
referral of complaints and enquiries
confidentiality of information
standards and certification requirements
quality assurance procedures
OHS procedures
emergency procedures.

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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

the ability to deal with client enquiries, feedback and complaints positively, sensitively and politely and in accordance with workplace policies and procedures
the use of effective communication and negotiation skills to clarify and resolve complaints and address feedback
providing service to clients on multiple occasions to ensure consistency of performance and ability to respond to different situations.

Context of, and specific resources for assessment

Assessment must ensure:

interaction with diverse clients to allow candidate to respond to a range of client requirements and requests

access to relevant documentation, such as:

workplace policies and procedures for OHS, client complaints, privacy and anti-discrimination
relevant legislation and industry codes of practice for OHS, privacy, anti-discrimination and trade practices.

Method 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 candidate receiving and addressing client enquiries, complaints and feedback in the workplace
written or verbal questioning to assess knowledge and understanding of workplace policies and procedures, and relevant legislation
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.