Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1. Manage centre’s community relations

1.1 Recognise and communicate role and purpose of BTC or RTC in providing services to local community, and its relationship to the organisation in which it is hosted, to staff, clients and community groups

1.2 Support reporting, decision making and communication needs of centre’s community-based committee in effective and timely manner

1.3 Establish and implement processes to determine and monitor range of products and services required by local community

2. Manage centre’s external relationships

2.1 Prepare funding proposals for submission to the Australian Government in forms and timeframes that meet funding body requirements

2.2 Manage sustainable business relationships with external agencies supported by centre in effective manner

2.3 Prepare reports specified in funding agreement contracts and submit in required forms and timeframes

2.4 Conduct communication and reporting processes with agencies supported through centre to agreed standards

3. Manage delivery of services

3.1 Establish, implement and monitor processes to ensure compliance with legislative and regulatory environment relevant to centres

3.2 Develop, implement and monitor budgets and operational plans in line with agreed organisational procedures

3.3 Determine and monitor performance indicators for service provision, and seek and respond to feedback from staff about service provision and process improvements

3.4 Identify and effectively manage facilities, support systems and resources required for delivery of services

3.5 Identify training strategies to ensure staff are able to provide required products and services, and effectively manage their implementation

4. Lead centre staff

4.1 Provide clear, unambiguous and concise instructions and directions to team members in line with stated performance indicators and identified needs

4.2 Encourage, value and reward efforts and contributions of individuals to meeting centre goals

4.3 Conduct regular team and individual appraisals

Skill 

Performance Criteria 

Description 

Reading

1.1, 1.3, 3.4

• Accesses and analyses information from a range of sources to address specific criteria and determine requirements

Writing

1.1, 1.2, 2.1, 2.3, 2.4, 3.1, 3.2, 3.3, 4.1, 4.2

• Uses formats appropriate to the audience and purpose to report and present information logically and sequentially
• Uses clear and concise language, incorporating correct spelling, grammar and terminology, to convey accurate information

Oral Communication

1.1, 1.2, 2.4, 3.3, 4.1-4.3

• Participates in verbal exchanges of information using language, tone and pace appropriate to the audience and purpose
• Uses active listening and questioning to obtain required information and confirm understanding with a range of personnel

Numeracy

2.1, 2.3, 2.4, 3.2, 3.3

• Interprets numerical and statistical information to determine trends and relevance to requirements

Navigate the world of work

2.4, 3.1, 3.2, 4.1, 4.2, 4.3

• Takes full responsibility for following policies, procedures and legislative requirements relevant to own role
• Recognises and follows business rules and protocols in the leadership and appraisal of team members

Interact with others

1.1, 2.2, 2.4, 3.3, 3.5, 4.1-4.3

• Recognises the importance of building rapport to establish and maintain effective working relationships
• Adopts appropriate communication strategies when directing and leading others and draws on a range of strategies for dealing with conflict, including moderating own responses
• Uses collaborative techniques to provide and share advice gained from experience

Get the work done

1.1-1.3, 2.1-2.4, 3.1-3.5, 4.1-4.3

• Accepts responsibility for managing, planning and sequencing complex tasks and workloads of self and others, negotiating key aspects with others and taking into account capabilities, efficiencies and effectiveness
• Makes critical decisions quickly and intuitively in complex situations, taking into consideration a range of variables including the outcomes of previous decisions
• Identifies issues that have the potential to impact on the business and develops options to resolve these issues when they arise
• Monitors and reviews performance outcomes and modifies them to meet new demands and priorities, and to improve outcomes
• Uses a range of digitally based technologies and software packages, including spreadsheets, databases and the internet

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSBNK502 Manage services in a Business Transaction Centre

FNSBNK502A Manage services in a Business Transaction Centre

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.