Assessment Requirements for ACMGEN310 Provide reception services for an animal care facility

Release: 1

Assessment Requirements for ACMGEN310 Provide reception services for an animal care facility

Modification History

Release	Comments
Release 1	This version released with ACM Animal Care and Management Training Package Version 4.0.

Performance Evidence

An individual demonstrating competency must satisfy all of the elements and performance criteria in this unit.

There must be evidence that the individual has:

provided reception services completing all reception tasks required of the role at the facility, including:

organised at least three client bookings

created, updated and stored two client records

completed at least two financial procedures or transactions

communicated effectively with at least two clients and team members

provided basic animal care assistance on two occasions.

Knowledge Evidence

An individual must be able to demonstrate the knowledge required to perform the tasks outlined in the elements and performance criteria of this unit. This includes knowledge of:

effective communication methods to use with clients across a range of interactions, including:

inquiries or instructions about products and services

collecting and/or advising of problems with payments

providing information within the limits of business policy and personal responsibility

referring clients to senior staff

privacy and confidentiality of client information

workplace procedures for dealing with:

distressed clients

initial complaints about products, service or staff

reporting on animal welfare or progress

stock control

appropriate telephone communication techniques used when providing reception services

types of information added to client records, including:

animal identification

animal health information

client/owner information

routine tasks carried out in an animal care facility, including:

collecting and documenting information

moving animals to housing or handling area

handing animal over to other team members or returning to client

fitting animal equipment, including collars, leads and/or clothing

confirming identity

weighing an animal

range of species handled by the animal care facility

safe and humane animal restraint and handling techniques

office equipment and software packages typically used in an animal care facility

typical financial and administrative procedures relative to receptionist role.

Assessment Conditions

Assessment of the skills in this unit of competency must take place under the following conditions:

physical conditions:

an animal care facility or an environment that represents workplace conditions

resources, equipment and materials:

live animals specified in the performance evidence

equipment and resources appropriate to work undertaken in an animal care environment, including reception office equipment

information management/customer relationship record-keeping system

specifications:

workplace policies and procedures for reception services, including management of client and animal records

relationships:

clients, team members and supervisor specified in the performance evidence.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Links

Companion Volumes, including Implementation Guides, are available at VETNet: - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=b75f4b23-54c9-4cc9-a5db-d3502d154103