Modification History
The version details of this endorsed unit are in the table below. The latest information is at the top.
Release |
Comments |
Second Release |
Editorial updates |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to apply retail office procedures. It involves processing mail, operating office equipment, filing and retrieving documents, establishing contact with customers and preparing simple correspondence.
Application of the Unit
This unit applies to sales and administrative staff who operate and maintain office equipment, receive and dispatch correspondence in a variety of formats, file and retrieve documents, communicate with internal and external customers, and prepare simple correspondence according to store policy and procedures.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Nil
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
Element |
Performance criteria |
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1. Process incoming and outgoing mail. |
1.1.Sort and dispatch incoming mail to nominated recipients or locations. 1.2.Collect and check outgoing mail to ensure all items are correctly prepared for dispatch. 1.3.Record mail according to store policy and procedures . 1.4.Dispatch mail within designated time limits. |
2. Process bulk mail. |
2.1.Collate documents as required. 2.2.Sort and batch envelopes according to Australia Post specifications. 2.3.Lodge batched items for delivery. |
3. Operate office equipment. |
3.1.Identify appropriate equipment for intended application. 3.2.Operate equipment according to manufacturer instructions. 3.3.Identify and rectify equipment faults or report to relevant personnel . 3.4.Follow opening and shutdown processes according to store procedures. 3.5.Apply maintenance program for equipment to ensure down time is minimised. |
4. File and retrieve documents. |
4.1.File documents according to store policy. 4.2.Identify and retrieve documents as requested. 4.3.Update and modify existing records. 4.4.Remove, process and store designated inactive files according to store policy. |
5. Establish contact with internal and external customers. |
5.1.Use telephone system functions according to store policy. 5.2.Obtain and accurately record telephone and fax number or email address . 5.3.Answer incoming calls promptly and according to store policy. 5.4.Establish and clearly convey purpose of contact . 5.5.Transfer or place calls on hold as required. 5.6.Keep customers informed of delays and action being taken. 5.7.Record messages accurately and promptly return calls if required. |
6. Prepare simple correspondence. |
6.1.Prepare and present correspondence for approval or signature according to set timeframes. 6.2.Write text using clear, concise language. 6.3.Use correct spelling, punctuation and grammar. 6.4.Use standard form letters according to store policy. |
Required Skills and Knowledge
This section 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
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure access to:
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Methods of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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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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Procedures to sort and dispatch incoming mail may relate to: |
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Store policy and procedures in regard to: |
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Equipment may include: |
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Relevant personnel may include: |
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Systems used to record or file documents may be: |
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Contact may be established by: |
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Unit Sector(s)
Cross-Sector
Competency field
Administration