Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

Workplace context may include, but is not limited to
Work normally performed under indirect supervision
Operations may include shiftwork
Work priorities may be communicated through, for example, briefings, notice boards, announcements, circulars
Work organisation procedures and practices
Risks to mail security may include, but are not limited to:
damage, theft, mis-sort, mis-delivery, loss and fraudulent activity
Optional mail services, such as speed, signature, insurance and collection services.
Conditions of service, legislation and industrial agreements, including workplace agreements and awards, Occupational Health and Safety and Environment and State, Federal or Territory legislation.

Sources of information/documents may include, but are not limited to
postal enterprise policies, operating procedures, systems and practices.
Mail delivery procedures, including:
Locating mail items as per customer information.
Checking customer authorisation.
Specific procedures for delivering Signature Mail.
Being vigilant for mail items which may contain dangerous or illegal goods.
Procedures for dealing with hazards associated with mail delivery in a retail environment.
Quality assurance procedures
Induction documentation
Competency standards and training materials.
Job specifications and procedures.
Award, Enterprise bargaining Agreement or other industrial arrangements.
Customer service standards and procedures

Applicable State, Federal and Territory legislation and regulations may relate to
Occupational Health and Safety and Environment
Trade Practices
Workplace relations
Workers compensation
Dangerous/illegal goods
Equal Opportunity, Equal Employment Opportunity and Affirmative Action Legislation.
GST legislation

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Locates, interprets and applies relevant information, which may include Occupational Health and Safety and Environment requirements and postal enterprise operating procedures, systems and policies.
Works effectively with others in the workplace
Uses postal enterprise electronic systems for delivery of mail
Delivers mail using appropriate methods to secure mail and check customer authorisation.
Defuses situations in which customers are aggressive.
Conveys information in oral and written form.
Maintains workplace records and documentation.
Provides effective and professional customer service.

Underpinning skills and knowledge
Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below.

Knowledge of:


postal enterprise policies and procedures, in regard to:

delivery of mail in a retail environment.

Relevant:

Legislation and statutory requirements,
Occupational health and safety and environment requirements.
Impact of job on facility and team performance.
Focus of work systems, equipment, management and operating systems.

Skills in:

Application of postal enterprise work procedures
Appropriate application of operational procedures and customer service standards for the delivery of mail in a retail environment.
Identification and correct use of equipment, processes and procedures.
Application of relevant agreements, Codes of practice and other legislative requirements.
Planning own work, including predicting consequences and identifying improvements.

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered over a period of time to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.
The candidate will be required to
Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRRP3A may be assessed with other units which make up a particular job function.

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context or from a simulated work environment. Evidence might include:

Observation of the person in the workplace
A simulated role play
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
A real or simulated work environment

Relevant documentation, such as:

Postal enterprise policy and procedure manuals
Customer articles and documents

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Identifying customer requirements and explaining outlet requirements requires communication of ideas and information. (1)

Collecting analysing and organising information
Identifying relevant mail handling information and guidelines requires information to be collected, analysed and organised. (1)

Planning and organising activities
Handling mail and associated documentation requires activities to be planned and organised. (1)

Working with others and in teams
Working in a team is an essential part of this unit. (1)

Using mathematical ideas and techniques
Dealing with numerical problems and calculating numerical information requires the use of basic mathematical ideas and techniques. (1)

Solving problems
Problem solving skills will be applied when dealing with customer requirements and inquiries. (1)

Using technology
Handling mail may involve the use of postal technology. (1)