Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 6.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1. Establish scope of organisation

1.1 Determine and document scope of organisation

1.2 Identify and document key external relationships and intended client groups in operational guidelines

2. Identify and incorporate industry requirements

2.1 Identify legislation, regulations and codes of practice impacting scope of organisation and incorporate compliance issues and procedures into operational guidelines

2.2 Establish and incorporate ethical procedures and standards for organisation into operational guidelines

3. Establish strategies for delivery of services

3.1 Establish key positions, personnel, job descriptions and authorities for organisation and document in operational guidelines

3.2 Establish and document administrative procedures in operational guidelines

3.3 Identify and incorporate internal and external resources available to assist in delivery of services to clients into operational guidelines

4. Distribute information on operational guidelines

4.1 Establish mechanisms for distributing updates and amendments, and opportunities for feedback and interpretation requests

4.2 Distribute operational guidelines to required staff

4.3 Communicate required sections of guidelines to clients and display information as required

5. Implement and monitor operational guidelines

5.1 Establish client service to meet requirements in operational guidelines

5.2 Establish reporting and monitoring procedures for operations and services

5.3 Identify breaches in operational guidelines and respond as required

SKILL 

DESCRIPTION 

Reading

• Comprehends complex texts to select and apply relevant legislative, regulatory and compliance information to requirements
• Examines a range of operational documents and communications for consistency with guidelines and identifies infringements

Writing

• Documents relevant information from a diverse range of internal and external sources, integrating and organising it in a manner to suit comprehensive operational guidelines and procedures
• Addresses context, purpose and audience when generating texts for internal and external stakeholders
• Edits and updates documentation as required

Oral communication

• Leads detailed oral exchanges using language appropriate to the purpose and audience
• Uses active listening and questioning techniques to clarify and confirm understanding

Numeracy

• Comprehends embedded numerical information in legislative and regulatory documents, and applies developed numerical skills to specify operational guidelines for data processing, reporting and security

Initiative and enterprise

• Takes a lead role in the development and implementation of guidelines, policies and procedures to meet organisational goals and regulatory requirements

Teamwork

• Identifies and uses appropriate conventions and protocols when communicating with colleagues and external stakeholders

Self-management

• Develops plans to manage complex routine and non-routine tasks with an awareness of how they contribute to broader strategy and goals
• Monitors and reviews organisational policies and procedures for adherence to legislative requirements
• Makes high impact decisions in a complex environment using input from a range of sources
• Uses analytical and lateral thinking to review current practices and develop new or improved processes, models and services

Technology

• Uses digital technologies to access, extract and share relevant information to achieve required outcomes

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 6.0.