Modification History
LGAGOVA301B Release 2: Layout adjusted.
LGAGOVA301B Release 1: Primary release.
Unit Descriptor
This unit covers assisting individual and community stakeholders with rate enquiries. The unit outlines the steps involved in assisting customers with rate enquiries, including responding to requests, providing information and making adjustments where appropriate. The unit is suitable for customer service operators who deal directly with customers regarding rate enquiries.
Application of the Unit
This unit supports the attainment of skills and knowledge required for competent workplace performance in councils of all sizes. Knowledge of the legislation and regulations within which councils must operate is essential. The unique nature of councils, as a tier of government directed by elected members and reflecting the needs of local communities, must be appropriately reflected.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
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 required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the Range Statement. Assessment of performance is to be consistent with the Evidence Guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1 Respond to rates and special charges enquiries from external clients |
1.1 The client is identified and right to information about rates and special charges is established in accordance with privacy legislation. 1.2 Enquiries are responded to promptly and correct advice and information are given using appropriate communication method. 1.3 Complex or difficult enquiries are referred to supervisor or appropriate department for direction. |
2 Provide information on rates and special charges to other council personnel |
2.1 The right to information under privacy legislation is established. 2.2 Requests for information from other council personnel are responded to promptly and courteously. 2.3 Information regarding specific client requirements is taken into account when providing assistance to council personnel or in follow up with client. 2.4 Legal and financial situation, and council policy in relation to unpaid rates and charges, are clearly and accurately reflected in written correspondence. 2.5 Records are kept in accordance with council procedures. |
3 Adjust supplementary notices |
3.1 The changed nature of property is identified and a supplementary notice is issued. 3.2 Journal adjustments are processed and reconciled as required. |
Required Skills and Knowledge
This describes the essential skills and knowledge and their level, required for this unit |
Required Skills |
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Required Knowledge |
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Evidence Guide
Overview of assessment requirements |
A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated. |
Critical aspects of evidence to be considered |
The demonstrated ability to:
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Context of assessment |
Competency is demonstrated by performance of all stated criteria, with particular attention to the critical aspects of evidence and the knowledge and skills elaborated in the Evidence Guide, and within the scope of the Range Statement. Assessment must take account of the endorsed Assessment Guidelines in the Local Government Training Package. Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment. Assessment should reinforce the integration of the key competencies for the particular AQF level. Refer to the key competency levels at the end of this unit. |
Method of assessment |
The following assessment methods are suggested:
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Evidence required for demonstration of consistent performance |
Evidence should be collected over a set period of time that is sufficient to include dealings with an appropriate range and variety of situations. |
Resource implications |
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace including access to a workplace or simulated case study that encompasses resources such as:
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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 in the Performance Criteria is detailed below. |
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Clients may include: |
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Special charges may include: |
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Enquiries may include: |
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Requests may include: |
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Other council personnel may include: |
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Council policy may include: |
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Unit Sector(s)
General Elective