Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit of competency covers the process of coordinating client (animal owner) appointments or bookings and undertaking office administration and basic financial tasks for an animal care facility: No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication. |
Application of the Unit
Application of the unit |
This unit is applicable to new entrants to the animal care and management industry where reception services are required. Workplaces may include for a range of facilities including: breeding or boarding kennels and catteries; companion animal training, grooming establishments, animal shelters or similar. For veterinary reception refer to ACMVET201A Carry out veterinary nursing reception duties. In addition to legal and ethical responsibilities, all units of competency in the ACM10 Animal Care and Management Training Package have the requirement for animals to be handled gently and calmly. The individual is required to exhibit appropriate care for animals so that stress and discomfort is minimised. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Complete reception services |
1.1. Facility services and fee structure information is provided to clients accurately and courteously. 1.2. Client appointments or bookings are scheduled and monitored. 1.3. Animals are identified according to species, breed and permanent markings . 1.4. Client records are created or updated in accordance with facility policies and procedures. 1.5. Appointment details and client records are compiled and provided to relevant staff. 1.6. Drop in and waiting clients are monitored and kept informed of appointment progress or any delays. 1.7. Reception area is maintained in a clean, tidy and hygienic state at all times. |
2. Maintain office records |
2.1. Telephone and mail communications are processed and relayed as required. 2.2. Information and records system is maintained to ensure integrity. 2.3. Office equipment is used to perform routine tasks, including computer files and programs. 2.4. Services and products are invoiced in line with facility fee structure. 2.5. Cash control is monitored and basic financial documents prepared. |
3. Provide basic animal care assistance |
3.1. Routine tasks to assist with animal during appointment or booking are carried out. 3.2. Animals are restrained and handled in a safe and humane manner. 3.3. Interactions with clients are documented in accordance with facility policies and procedures as directed. |
4. Maintain records |
4.1. Stock levels are monitored and supplies ordered following supervisor approval. 4.2. Client follow -up requirements are identified and documented as directed. 4.3. Client records are updated and stored in accordance with facility policies and procedures. |
Required Skills and Knowledge
Required knowledge |
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Overview of assessment |
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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:
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:
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). |
Range Statement
RANGE STATEMENT |
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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. |
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Reception services may include: |
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Permanent markings may include: |
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Client records may include: |
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Information and records system may include: |
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Office equipment may include: |
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Basic financial documents may include: |
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Routine tasks may include: |
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Animal restraints may include: |
Note: this unit excludes chemical restraints. |
Interaction with clients may include: |
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Follow -up requirements may include: |
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Unit Sector(s)
Unit sector |
General animal studies |
Competency field
Competency field |
Co-requisite units
Co-requisite units |
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