ELEMENT S 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 

Receive and distribute incoming mail 

1.1

Incoming mail is checked and registered to ensure accuracy of records

1.2

Urgent and confidential mail is identified and distributed promptly to addressee

1.3

Mail is sorted and despatched to nominated person/location

1.4

Damaged, suspicious or missing items are recorded and reported as required, in accordance with workplace procedures

2 

Receive and despatch outgoing mail 

2.1

Outgoing mail is collected from organisational sections, checked and sorted to ensure all items are correctly prepared for despatch

2.2

Mail items are collated, recorded in the register as required and correctly despatched to meet designated timelines

3 

File documents 

3.1

Documents are classified, sorted and filed in accordance with workplace procedures

3.2

Classification uncertainties are referred to other personnel in accordance with workplace procedures

3.3

Documents are identified and retrieved

3.4

Specified files/records are located within designated timelines

3.5

Located files are extracted from system and despatched to nominated person

3.6

Security and confidentiality procedures are followed

4 

Receive and relay written and oral messages 

4.1

Messages are received and accurately recorded

4.2

Areas of uncertainty are clarified with message conveyor where feasible

4.3

Messages are relayed to nominated person within designated timelines

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

• communicating and working effectively with others when completing routine administrative tasks
• completing documentation related to routine administrative tasks
• handling mail and messages in accordance with workplace procedures
• interpreting and following operational instructions and applying relevant legislation and workplace procedures
• modifying activities depending on operational contingencies, risk situations and environments
• monitoring and prioritising work activities in terms of planned schedule
• reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures
• working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

• equipment, methods and strategies used in routine workplace administrative operations
• hazards in routine workplace administrative operations and related precautions to control risks
• housekeeping standards and procedures
• requirements of work systems operations and relevant equipment
• typical problems that can occur when completing routine workplace administrative tasks and appropriate action that can be taken to prevent or solve these problems
• work health and safety (WHS)/occupational health and safety (OHS) procedures and guidelines relevant to administrative operations
• workplace procedures and policies for completing routine administrative tasks.