Unit of competency details

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.

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.

This describes the essential skills and knowledge and their level, required for this unit

Required Skills 

• council policies relating to rates
• statutory requirements

Required Knowledge 

• providing clear explanations
• negotiating
• writing correspondence
• selecting language appropriate to customer
• responding to multiple demands in peak periods of rate payments
• resolving conflict

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:

• provide prompt and effective service to external and internal clients
• correct identified errors or enter changes promptly
• explain statutory or council requirements clearly
• adjust supplementary notices
• process and reconcile journal adjustments

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:

• observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies
• written and/or oral questioning to assess knowledge and understanding
• completion of workplace documentation
• third-party reports from experienced practitioners
• completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor

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:

• examples of council policies governing rate procedures and guidelines
• relevant databases
• records management systems

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.

Clients  may include:

• rate payers
• solicitors
• police
• statutory agents

Special charges  may include:

• special benefits provided to special groups, such as library, sporting centre or preschool groups

Enquiries  may include:

• name of owner
• account payment
• address
• arrears
• rate amount
• debt recovery

Requests  may include:

• anything that conforms to council purpose, including planning, health notices, community services and resident services

Other council personnel  may include:

• customer service counter or rates counter personnel
• special rates enquiry personnel
• agency personnel

Council policy  may include:

• customer service
• rates procedures and guidelines
• complaint handling
• record information system