Elements and Performance Criteria

Methods include:
documenting details of a telephone message
completing and lodging various forms
Forms may include, vehicle registration, change of ownership, insurance policies or car hire agreements
Lodgement may be by post, hand, electronically or facsimile
Specific requirements:
Information on routine operational matters
Writing to persons who are familiar with subject matter
Using correct grammar/punctuation

This unit of competence applies to the following and should be contextualised to the qualification to which it is being applied:
RS&R Administration/Sales

Information related to forms and requirements from Government departments or agencies
Information related to completion and supporting documentation from Government Department or agencies
Information related to:
car hire agreements
manufacturer/component supplier specifications
enterprise operating procedures
product manufacturer/component supplier specifications
customer requirements
industry/workplace codes of practice

State/Territory OH&S legislation
Award provisions

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

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:

writing short routine texts using correct grammar and punctuation
use of correct form for the requirement
correct completion of all aspects of the form
correct lodgement procedure

Underpinning knowledge
Written communication techniques
Routine enterprise texts/stationery
Enterprise policies and procedures for preparing written texts
Sources of information required on standard forms
Purpose of forms

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;
Level 2 - relates to management or facilitation of conditions or processes; and
Level 3 - relates to design, development and evaluation of conditions or process.
How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information
Collect, organise and understand information related to writing routine texts and completing automotive forms in the workplace
(Level 1)

Communicate ideas and information
Communicate ideas and information related to writing routine texts and completing automotive forms in the workplace
(Level 1)

Plan and organise activities
Plan and organise activities related to writing routine texts and completing automotive forms in the workplace
(Level 1)

Work with others and in a team
Work with others and in a team by seeking and conveying information related to the planning, sequencing and completion of the task
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques to count and measure
(Level 1)

Solve problems
Utilise processes that identify methods to gather information and resolve questions related to writing routine texts and completing automotive forms in the workplace
(Level 2)

Use technology
Use workplace technology related to writing routine texts, completing automotive forms, sourcing information and lodgement of forms in the workplace
(Level 2)

Context of, and specific resources for assessment
Underpinning knowledge and skills may be assessed on or off the job
Assessment of practical skills must take place only after a period of supervised practice and repetitive experience. If workplace conditions are not available, assessment in simulated workplace conditions is acceptable
Prescribed outcome must be able to be achieved without direct supervision

Method of assessment

Practical assessments:

complete routine business texts
use correct grammar and punctuation
identification and completion of form

Specific resource requirements for this unit

The following should be made available:

forms from Government Departments or agencies
car hire agreements
writing equipment and materials
enterprise-specific documents (e.g. time cards, leave application forms, requisitions etc.)
telephones, faxes, email, internet
dictionaries and other written language aids