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.
Reception services may include:
greeting clients
providing information on products and services
completing admission and discharge documentation for animals.
Permanent markings may include:
brands, tattoos, ear tags and leg bands
colours and markings:
body
face
leg
nail or hoof colour
permanent scars
missing digits or damage to ears, tail or other unusual features of individual animals.
Client records may include:
animal identification:
colour, markings, brands, tattoos and microchip
name
sex and age
species breed
animal health information:
diet
known allergies
past or current injuries
past or current treatment (e.g. vaccination status)
weight
other animal information:
animals' belongings
board or agistment records
breeding records
future appointments planned
regular treatments and/or services used
training plans
owner information:
animals that have attended this business
contact details
name
payment records.
Information and records system may include:
business information:
animal admission and discharge information
breeding records
boarding or agistment records and diets
client newsletters
products, equipment and disposables stocktake
product and service charges
supplier contact information
training plans and individual animal progress
client information:
information and advice on breeding, diet and health
care, housing, training and exercise needs of specific animals
need for specialised or technical assistance
range of products and services available.
Office equipment may include:
cash register
computer and associated software and hardware:
email and social networking software used for business promotion and communication
office sales software
printer, scanner and modem operation
word processing, database and spreadsheet functions
photocopier
staff communication systems (e.g. two-way radio and intercom)
telephone.
Basic financial documents may include:
cash register daily total
credit card payments summary
invoice for services and products
receipt for payment by client.
Routine tasks may include:
collecting admission and discharge information
documenting items to be kept with animal
moving animals to housing or handling area
handing animal over to other staff or returning to client
fitting collars, head collars, leads and/or clothing
measuring size for clothing or other items
weighing animal.
Animal restraints may include:
muzzles, collars, halters and head collars
rearing bits, twitch or hobbles (used on horses)
leads
holding cages
physical holds using hands, gloves and equipment (e.g. towels or bags).

Note: this unit excludes chemical restraints.
Interaction with clients may include:
inquiries about products and services:
telephone or face to face
email or internet
collecting payments
advising of problems with payments
dealing with initial complaints about products, service or staff
dealing with distressed clients
instructions from clients about products and services required
providing information within the limits of business policy and personal responsibility
referring clients to senior staff
reporting on animal welfare or progress
relaying potentially upsetting news.
Follow-up requirements may include:
home care instructions for client relating to:
behaviour management
equipment dimensions or construction
feeding and health care
grooming
training or exercise
after business communication on animal progress at home:
behaviour modification progress
operation of equipment or other products
settling in of a new animal
training and exercise plan progress
re-booking of services:
advising of seminars or training opportunities
advising of product or other service special offers
reminder of grooming or other appointments.

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
The evidence required to demonstrate competence in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria, required skills and knowledge and the range statement of this unit. Assessors should ensure that candidates can:
effectively coordinate reception services and maintain a clean, tidy and hygienic reception area
communicate effectively with facility staff and clientele and follow instructions
perform office administration and basic financial routines and provide basic animal care assistance as directed
maintain accurate records and assist with stock control.

The skills and knowledge required to provide reception services for an animal care facility must be transferable to a range of work environments and contexts and include the ability to deal with unplanned events.

Context of and specific resources for assessment
Assessment of this unit is to be practical in nature and will be most appropriately assessed in an animal care workplace or in a situation that reproduces normal work conditions. Workplaces can include breeding or boarding kennels and catteries, companion animal training, grooming establishments, animal shelters or similar.

There must be access to a range of animals as well as relevant information, equipment and/or resources to enable one to demonstrate competence.

Method of assessment
To ensure consistency in one's performance, competency should be demonstrated, to industry defined standards, on more than one occasion over a period of time in order to cover a variety of circumstances and where possible, over a number of assessment activities.

The assessment strategy must include practical skills assessment. Suggested strategies for this unit are:
written and/or oral assessment of candidate's required knowledge
observed, documented and first-hand testimonial evidence of candidate's application of practical tasks
simulation exercises that reproduce normal work conditions
third-party evidence
workplace documentation
portfolio.

This unit may be assessed in a holistic way with other units of competency relevant to the industry sector, workplace and job role.

Guidance information for assessment
Assessment methods should reflect workplace demands (e.g. literacy and numeracy demands) and the needs of particular target groups (e.g. people with disabilities, Aboriginal and Torres Strait Islander people, women, people with a language background other than English, youth and people from low socioeconomic backgrounds).