SIR Retail Services Training Package

Release: 5.0

Contents

SIR Retail Services Training Package	12

SIR10116 Certificate I in Retail Services	13

SIR20116 Certificate II in Community Pharmacy	15

SIR20216 Certificate II in Retail Services	18

SIR30116 Certificate III in Community Pharmacy	21

SIR30216 Certificate III in Retail	25

SIR30316 Certificate III in Business to Business Sales	29

SIR40116 Certificate IV in Community Pharmacy	32

SIR40216 Certificate IV in Community Pharmacy Dispensary	36

SIR40316 Certificate IV in Retail Management	39

SIR50116 Diploma of Retail Leadership	43

SIR50217 Diploma of Visual Merchandising	47

SIR50317 Diploma of Retail Merchandise Management	50

SIRXCEG008 Manage disrespectful, aggressive or abusive customers	53

Assessment Requirements for SIRXCEG008 Manage disrespectful, aggressive or abusive customers	56

SIRXOSM001 Identify and review social media and online platforms for organisational use	60

Assessment Requirements for SIRXOSM001 Identify and review social media and online platforms for organisational use	63

SIRXOSM002 Maintain ethical and professional standards when using social media and online platforms	67

Assessment Requirements for SIRXOSM002 Maintain ethical and professional standards when using social media and online platforms	70

SIRXOSM003 Use social media and online tools	73

Assessment Requirements for SIRXOSM003 Use social media and online tools	76

SIRXOSM004 Analyse performance of social media and online business tools	79

Assessment Requirements for SIRXOSM004 Analyse performance of social media and online business tools	82

SIRXOSM005 Develop a basic website for customer engagement	85

Assessment Requirements for SIRXOSM005 Develop a basic website for customer engagement	89

SIRXOSM006 Develop and manage social media and online strategies	92

Assessment Requirements for SIRXOSM006 Develop and manage social media and online strategies	96

SIRXOSM007 Manage risk to organisational reputation in an online setting	99

Assessment Requirements for SIRXOSM007 Manage risk to organisational reputation in an online setting	102

BSBCUE301 Use multiple information systems	105

Assessment Requirements for BSBCUE301 Use multiple information systems	109

BSBCUE304 Provide sales solutions to customers	111

Assessment Requirements for BSBCUE304 Provide sales solutions to customers	115

BSBCUS401 Coordinate implementation of customer service strategies	117

Assessment Requirements for BSBCUS401 Coordinate implementation of customer service strategies	121

BSBDES301 Explore the use of colour	123

Assessment Requirements for BSBDES301 Explore the use of colour	126

BSBDES302 Explore and apply the creative design process to 2D forms	128

Assessment Requirements for BSBDES302 Explore and apply the creative design process to 2D forms	131

BSBDES303 Explore and apply the creative design process to 3D forms	133

Assessment Requirements for BSBDES303 Explore and apply the creative design process to 3D forms	136

BSBDES305 Source and apply information on the history and theory of design	138

Assessment Requirements for BSBDES305 Source and apply information on the history and theory of design	141

BSBFIA302 Process payroll	143

Assessment Requirements for BSBFIA302 Process payroll	146

BSBHRM405 Support the recruitment, selection and induction of staff	148

Assessment Requirements for BSBHRM405 Support the recruitment, selection and induction of staff	152

BSBHRM506 Manage recruitment selection and induction processes	154

Assessment Requirements for BSBHRM506 Manage recruitment selection and induction processes	158

BSBHRM604 Manage employee relations	160

Assessment Requirements for BSBHRM604 Manage employee relations	164

BSBINN301 Promote innovation in a team environment	166

Assessment Requirements for BSBINN301 Promote innovation in a team environment	170

BSBINN502 Build and sustain an innovative work environment	172

Assessment Requirements for BSBINN502 Build and sustain an innovative work environment	176

BSBLDR403 Lead team effectiveness	178

Assessment Requirements for BSBLDR403 Lead team effectiveness	181

BSBLDR502 Lead and manage effective workplace relationships	183

Assessment Requirements for BSBLDR502 Lead and manage effective workplace relationships	186

BSBLDR503 Communicate with influence	188

Assessment Requirements for BSBLDR503 Communicate with influence	192

BSBLDR511 Develop and use emotional intelligence	194

Assessment Requirements for BSBLDR511 Develop and use emotional intelligence	197

BSBLDR513 Communicate with influence	199

Assessment Requirements for BSBLDR513 Communicate with influence	203

BSBLED501 Develop a workplace learning environment	205

Assessment Requirements for BSBLED501 Develop a workplace learning environment	209

BSBMGT402 Implement operational plan	211

Assessment Requirements for BSBMGT402 Implement operational plan	215

BSBMGT403 Implement continuous improvement	217

Assessment Requirements for BSBMGT403 Implement continuous improvement	220

BSBMGT405 Provide personal leadership	222

Assessment Requirements for BSBMGT405 Provide personal leadership	226

BSBMKG401 Profile the market	228

Assessment Requirements for BSBMKG401 Profile the market	231

BSBRES401 Analyse and present research information	233

Assessment Requirements for BSBRES401 Analyse and present research information	237

BSBSMB421 Manage small business finances	239

Assessment Requirements for BSBSMB421 Manage small business finances	242

BSBWHS521 Ensure a safe workplace for a work area	244

Assessment Requirements for BSBWHS521 Ensure a safe workplace for a work area	248

BSBWOR204 Use business technology	250

Assessment Requirements for BSBWOR204 Use business technology	253

BSBWOR301 Organise personal work priorities and development	255

Assessment Requirements for BSBWOR301 Organise personal work priorities and development	258

BSBWOR501 Manage personal work priorities and professional development	260

Assessment Requirements for BSBWOR501 Manage personal work priorities and professional development	263

CHCDIV001 Work with diverse people	265

Assessment Requirements for CHCDIV001 Work with diverse people	268

CHCLEG001 Work legally and ethically	271

Assessment Requirements for CHCLEG001 Work legally and ethically	274

CUAACD301 Produce drawings to communicate ideas	277

Assessment Requirements for CUAACD301 Produce drawings to communicate ideas	280

CUAACD302 Produce computer-aided drawings	282

Assessment Requirements for CUAACD302 Produce computer-aided drawings	286

CUADIG304 Create visual design components	288

Assessment Requirements for CUADIG304 Create visual design components	291

CUADRA301 Produce drawings	293

Assessment Requirements for CUADRA301 Produce drawings	296

FSKDIG02 Use digital technology for simple workplace tasks	298

Assessment Requirements for FSKDIG02 Use digital technology for simple workplace tasks	300

FSKLRG09 Use strategies to respond to routine workplace problems	302

Assessment Requirements for FSKLRG09 Use strategies to respond to routine workplace problems	304

HLTAAP001 Recognise healthy body systems	306

Assessment Requirements for HLTAAP001 Recognise healthy body systems	308

HLTWHS001 Participate in workplace health and safety	310

Assessment Requirements for HLTWHS001 Participate in workplace health and safety	313

HLTWHS003 Maintain work health and safety	316

Assessment Requirements for HLTWHS003 Maintain work health and safety	319

SHBBCCS001 Advise on beauty products and services	322

Assessment Requirements for SHBBCCS001 Advise on beauty products and services	325

SHBBMUP002 Design and apply make-up	328

Assessment Requirements for SHBBMUP002 Design and apply make-up	331

SHBBSKS001 Pierce ear lobes	336

Assessment Requirements for SHBBSKS001 Pierce ear lobes	339

SIRCCCS001 Interact with pharmacy customers	342

Assessment Requirements for SIRCCCS001 Interact with pharmacy customers	344

SIRCCCS002 Provide and promote services to pharmacy customers	347

Assessment Requirements for SIRCCCS002 Provide and promote services to pharmacy customers	350

SIRCCPM001 Assist in managing Pharmacy Medicines and Pharmacist Only Medicines	354

Assessment Requirements for SIRCCPM001 Assist in managing Pharmacy Medicines and Pharmacist Only Medicines	356

SIRCCPM002 Coordinate a pharmacy quality system	359

Assessment Requirements for SIRCCPM002 Coordinate a pharmacy quality system	362

SIRCCPM003 Lead and develop pharmacy teams	365

Assessment Requirements for SIRCCPM003 Lead and develop pharmacy teams	368

SIRCCPM004 Manage pharmacy sales and service delivery	370

Assessment Requirements for SIRCCPM004 Manage pharmacy sales and service delivery	373

SIRCCPM005 Manage pharmacy premises, equipment and merchandise	376

Assessment Requirements for SIRCCPM005 Manage pharmacy premises, equipment and merchandise	379

SIRCCPM006 Develop a pharmacy product and service range	382

Assessment Requirements for SIRCCPM006 Develop a pharmacy product and service range	385

SIRCDIS001 Assist customers with prescriptions	388

Assessment Requirements for SIRCDIS001 Assist customers with prescriptions	390

SIRCDIS002 Deliver medicines to customers outside the pharmacy	393

Assessment Requirements for SIRCDIS002 Deliver medicines to customers outside the pharmacy	396

SIRCDIS003 Assist in dispensing prescriptions	399

Assessment Requirements for SIRCDIS003 Assist in dispensing prescriptions	402

SIRCDIS004 Assist in preparing dose administration aids	405

Assessment Requirements for SIRCDIS004 Assist in preparing dose administration aids	408

SIRCDIS005 Assist in preparing extemporaneous prescriptions	411

Assessment Requirements for SIRCDIS005 Assist in preparing extemporaneous prescriptions	414

SIRCDIS006 Maintain dispensary stock	419

Assessment Requirements for SIRCDIS006 Maintain dispensary stock	422

SIRCDIS007 Administer dispensary computer systems and claims	426

Assessment Requirements for SIRCDIS007 Administer dispensary computer systems and claims	429

SIRCDIS008 Coordinate service to residential care facilities	432

Assessment Requirements for SIRCDIS008 Coordinate service to residential care facilities	435

SIRCHCS001 Support the management of obstructive sleep apnoea	438

Assessment Requirements for SIRCHCS001 Support the management of obstructive sleep apnoea	441

SIRCHCS002 Supply and hire home health care aids and equipment	444

Assessment Requirements for SIRCHCS002 Supply and hire home health care aids and equipment	447

SIRCHCS003 Test blood pressure and advise on self-monitoring	450

Assessment Requirements for SIRCHCS003 Test blood pressure and advise on self-monitoring	453

SIRCHCS004 Test blood glucose and advise on equipment and services for diabetes management	456

Assessment Requirements for SIRCHCS004 Test blood glucose and advise on equipment and services for diabetes management	459

SIRCHCS005 Provide Australian Needle and Syringe Program services	463

Assessment Requirements for SIRCHCS005 Provide Australian Needle and Syringe Program services	465

SIRCHCS006 Coordinate pharmacy health promotions	467

Assessment Requirements for SIRCHCS006 Coordinate pharmacy health promotions	470

SIRCIND001 Work effectively in a community pharmacy	472

Assessment Requirements for SIRCIND001 Work effectively in a community pharmacy	474

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines	477

Assessment Requirements for SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines	480

SIRCINF001 Use pharmacy practices for infection control	484

Assessment Requirements for SIRCINF001 Use pharmacy practices for infection control	486

SIRCPPA001 Assist customers with vitamins, minerals and supplements	489

Assessment Requirements for SIRCPPA001 Assist customers with vitamins, minerals and supplements	492

SIRCPPA002 Assist customers with eye and ear care products	495

Assessment Requirements for SIRCPPA002 Assist customers with eye and ear care products	498

SIRCPPA003 Assist customers with first aid products	501

Assessment Requirements for SIRCPPA003 Assist customers with first aid products	504

SIRCPPA018 Assist customers with women's and men's health care products	507

Assessment Requirements for SIRCPPA018 Assist customers with women's and men's health care products	510

SIRCPPA004 Assist customers with oral care products	513

Assessment Requirements for SIRCPPA004 Assist customers with oral care products	516

SIRCPPA005 Assist customers with cough and cold relief products	519

Assessment Requirements for SIRCPPA005 Assist customers with cough and cold relief products	522

SIRCPPA006 Assist customers with skin and anti-fungal products	525

Assessment Requirements for SIRCPPA006 Assist customers with skin and anti-fungal products	528

SIRCPPA007 Assist customers with pregnancy and maternal health products and services	531

Assessment Requirements for SIRCPPA007 Assist customers with pregnancy and maternal health products and services	534

SIRCPPA008 Assist customers with products for gastro-intestinal conditions	537

Assessment Requirements for SIRCPPA008 Assist customers with products for gastro-intestinal conditions	540

SIRCPPA009 Assist customers with allergy relief products	544

Assessment Requirements for SIRCPPA009 Assist customers with allergy relief products	547

SIRCPPA010 Assist customers with analgesic and anti-inflammatory products	550

Assessment Requirements for SIRCPPA010 Assist customers with analgesic and anti-inflammatory products	553

SIRCPPA011 Assist customers with baby and infant care products	556

Assessment Requirements for SIRCPPA011 Assist customers with baby and infant care products	559

SIRCPPA012 Assist customers with asthma-care aids and equipment	562

Assessment Requirements for SIRCPPA012 Assist customers with asthma-care aids and equipment	564

SIRCPPA013 Assist customers with smoking cessation products	567

Assessment Requirements for SIRCPPA013 Assist customers with smoking cessation products	569

SIRCPPA014 Assist customers with continence management products	572

Assessment Requirements for SIRCPPA014 Assist customers with continence management products	575

SIRCPPA015 Assist customers with wound care products	578

Assessment Requirements for SIRCPPA015 Assist customers with wound care products	581

SIRCPPA016 Assist customers with diet, nutrition and weight-management products and services	585

Assessment Requirements for SIRCPPA016 Assist customers with diet, nutrition and weight-management products and services	588

SIRCPPA017 Assist customers with complementary medicines	591

Assessment Requirements for SIRCPPA017 Assist customers with complementary medicines	594

SIRRFSA001 Handle food safely in a retail environment	597

Assessment Requirements for SIRRFSA001 Handle food safely in a retail environment	600

SIRRFSA002 Supervise a food safety program	604

Assessment Requirements for SIRRFSA002 Supervise a food safety program	607

SIRRINV001 Receive and handle retail stock	609

Assessment Requirements for SIRRINV001 Receive and handle retail stock	611

SIRRINV002 Control stock	613

Assessment Requirements for SIRRINV002 Control stock	616

SIRRMER001 Produce visual merchandise displays	618

Assessment Requirements for SIRRMER001 Produce visual merchandise displays	621

SIRRMER002 Merchandise food products	623

Assessment Requirements for SIRRMER002 Merchandise food products	626

SIRRMER003 Coordinate visual merchandising activities	628

Assessment Requirements for SIRRMER003 Coordinate visual merchandising activities	631

SIRRMER004 Develop visual merchandising creative concepts	634

Assessment Requirements for SIRRMER004 Develop visual merchandising creative concepts	637

SIRRMER005 Implement visual merchandising concepts	640

Assessment Requirements for SIRRMER005 Implement visual merchandising concepts	643

SIRRMER006 Achieve visual merchandising targets	646

Assessment Requirements for SIRRMER006 Achieve visual merchandising targets	649

SIRRMER007 Design and install visual merchandising displays	651

Assessment Requirements for SIRRMER007 Design and install visual merchandising displays	654

SIRRMER008 Plan and style merchandise photo shoots	657

Assessment Requirements for SIRRMER008 Plan and style merchandise photo shoots	660

SIRRMER009 Plan and organise display lighting	663

Assessment Requirements for SIRRMER009 Plan and organise display lighting	666

SIRRMER010 Style using visual merchandising aids	669

Assessment Requirements for SIRRMER010 Style using visual merchandising aids	672

SIRRMER011 Design and install merchandise signage	675

Assessment Requirements for SIRRMER011 Design and install merchandise signage	678

SIRRMER012 Develop retail space and product management plans	681

Assessment Requirements for SIRRMER012 Develop retail space and product management plans	684

SIRRMER013 Develop visual merchandising guidelines	686

Assessment Requirements for SIRRMER013 Develop visual merchandising guidelines	689

SIRRMRM001 Plan merchandise buying strategy	692

Assessment Requirements for SIRRMRM001 Plan merchandise buying strategy	695

SIRRMRM002 Develop a merchandise strategy	698

Assessment Requirements for SIRRMRM002 Develop a merchandise strategy	701

SIRRMRM003 Conduct a post-trade analysis	705

Assessment Requirements for SIRRMRM003 Conduct a post-trade analysis	708

SIRRMRM004 Develop a merchandise financial plan	711

Assessment Requirements for SIRRMRM004 Develop a merchandise financial plan	714

SIRRMRM005 Develop a category financial plan	717

Assessment Requirements for SIRRMRM005 Develop a category financial plan	720

SIRRMRM006 Plan a merchandise product range	724

Assessment Requirements for SIRRMRM006 Plan a merchandise product range	727

SIRRMRM007 Negotiate and establish supply arrangements	730

Assessment Requirements for SIRRMRM007 Negotiate and establish supply arrangements	733

SIRRMRM008 Develop a merchandise promotional plan	736

Assessment Requirements for SIRRMRM008 Develop a merchandise promotional plan	739

SIRRMRM009 Plan merchandise buying trips	742

Assessment Requirements for SIRRMRM009 Plan merchandise buying trips	745

SIRRMRM010 Plan product development	748

Assessment Requirements for SIRRMRM010 Plan product development	751

SIRRMRM011 Manage merchandise quality and compliance	754

Assessment Requirements for SIRRMRM011 Manage merchandise quality and compliance	757

SIRRRTF001 Balance and secure point-of-sale terminal	760

Assessment Requirements for SIRRRTF001 Balance and secure point-of-sale terminal	762

SIRRRTF002 Monitor retail store financials	764

Assessment Requirements for SIRRRTF002 Monitor retail store financials	767

SIRRRTF003 Drive retail profitability	770

Assessment Requirements for SIRRRTF003 Drive retail profitability	773

SIRRSTR001 Undertake strategic planning in retail	776

Assessment Requirements for SIRRSTR001 Undertake strategic planning in retail	779

SIRRSTY001 Style the customer	781

Assessment Requirements for SIRRSTY001 Style the customer	784

SIRWFIN001 Complete debtor processes	786

Assessment Requirements for SIRWFIN001 Complete debtor processes	788

SIRWSLS001 Process product and service data	790

Assessment Requirements for SIRWSLS001 Process product and service data	792

SIRWSLS002 Analyse and achieve sales targets	794

Assessment Requirements for SIRWSLS002 Analyse and achieve sales targets	796

SIRWSLS003 Build sales of branded products	798

Assessment Requirements for SIRWSLS003 Build sales of branded products	800

SIRWSLS004 Optimise customer and territory coverage	802

Assessment Requirements for SIRWSLS004 Optimise customer and territory coverage	804

SIRXCEG001 Engage the customer	806

Assessment Requirements for SIRXCEG001 Engage the customer	808

SIRXCEG002 Assist with customer difficulties	810

Assessment Requirements for SIRXCEG002 Assist with customer difficulties	813

SIRXCEG003 Build customer relationships and loyalty	816

Assessment Requirements for SIRXCEG003 Build customer relationships and loyalty	818

SIRXCEG004 Create a customer-centric culture	820

Assessment Requirements for SIRXCEG004 Create a customer-centric culture	822

SIRXCEG005 Maintain business to business relationships	824

Assessment Requirements for SIRXCEG005 Maintain business to business relationships	827

SIRXCEG006 Provide online customer service	829

Assessment Requirements for SIRXCEG006 Provide online customer service	832

SIRXCEG007 Develop online customer service standards	835

Assessment Requirements for SIRXCEG007 Develop online customer service standards	838

SIRXCHA001 Facilitate the change process	840

Assessment Requirements for SIRXCHA001 Facilitate the change process	843

SIRXCHA002 Lead the change process	845

Assessment Requirements for SIRXCHA002 Lead the change process	848

SIRXCOM001 Communicate in the workplace to support team and customer outcomes	851

Assessment Requirements for SIRXCOM001 Communicate in the workplace to support team and customer outcomes	853

SIRXCOM002 Work effectively in a team	855

Assessment Requirements for SIRXCOM002 Work effectively in a team	858

SIRXCOM003 Promote team cohesion	860

Assessment Requirements for SIRXCOM003 Promote team cohesion	862

SIRXDLV001 Deliver food products	864

Assessment Requirements for SIRXDLV001 Deliver food products	867

SIRXECM001 Monitor and interpret online data analytics	869

Assessment Requirements for SIRXECM001 Monitor and interpret online data analytics	872

SIRXECM002 Prepare digital content	875

Assessment Requirements for SIRXECM002 Prepare digital content	878

SIRXECM003 Design an ecommerce site	881

Assessment Requirements for SIRXECM003 Design an ecommerce site	884

SIRXHRM001 Recruit, select and induct team members	887

Assessment Requirements for SIRXHRM001 Recruit, select and induct team members	890

SIRXHRM002 Maintain employee relations	893

Assessment Requirements for SIRXHRM002 Maintain employee relations	896

SIRXHWB001 Maintain personal health and wellbeing	898

Assessment Requirements for SIRXHWB001 Maintain personal health and wellbeing	900

SIRXHWB002 Promote workplace health and wellbeing	902

Assessment Requirements for SIRXHWB002 Promote workplace health and wellbeing	904

SIRXIND001 Work effectively in a service environment	907

Assessment Requirements for SIRXIND001 Work effectively in a service environment	910

SIRXIND002 Organise and maintain the store environment	913

Assessment Requirements for SIRXIND002 Organise and maintain the store environment	915

SIRXIND003 Organise personal work requirements	917

Assessment Requirements for SIRXIND003 Organise personal work requirements	919

SIRXIND004 Plan a career in the retail industry	921

Assessment Requirements for SIRXIND004 Plan a career in the retail industry	923

SIRXIND005 Develop personal productivity	925

Assessment Requirements for SIRXIND005 Develop personal productivity	927

SIRXIND006 Review retail business fundamentals	929

Assessment Requirements for SIRXIND006 Review retail business fundamentals	932

SIRXMGT001 Supervise and support frontline team members	936

Assessment Requirements for SIRXMGT001 Supervise and support frontline team members	938

SIRXMGT002 Lead a frontline team	940

Assessment Requirements for SIRXMGT002 Lead a frontline team	943

SIRXMGT003 Provide leadership to others	945

Assessment Requirements for SIRXMGT003 Provide leadership to others	948

SIRXMGT004 Plan and manage retail projects	950

Assessment Requirements for SIRXMGT004 Plan and manage retail projects	953

SIRXMGT005 Lead the development of business opportunities	956

Assessment Requirements for SIRXMGT005 Lead the development of business opportunities	959

SIRXMKT001 Support marketing and promotional activities	961

Assessment Requirements for SIRXMKT001 Support marketing and promotional activities	963

SIRXMKT002 Use social media to engage customers	965

Assessment Requirements for SIRXMKT002 Use social media to engage customers	968

SIRXMKT003 Manage promotional activities	972

Assessment Requirements for SIRXMKT003 Manage promotional activities	974

SIRXMKT004 Undertake digital marketing activities	976

Assessment Requirements for SIRXMKT004 Undertake digital marketing activities	978

SIRXMKT005 Develop a marketing strategy	980

Assessment Requirements for SIRXMKT005 Develop a marketing strategy	983

SIRXMKT006 Develop a social media strategy	986

Assessment Requirements for SIRXMKT006 Develop a social media strategy	989

SIRXMKT007 Develop a digital marketing plan	992

Assessment Requirements for SIRXMKT007 Develop a digital marketing plan	995

SIRXPDK001 Advise on products and services	998

Assessment Requirements for SIRXPDK001 Advise on products and services	1000

SIRXPDK002 Advise on food products and services	1002

Assessment Requirements for SIRXPDK002 Advise on food products and services	1004

SIRXPDK003 Advise on health and nutritional products and services	1007

Assessment Requirements for SIRXPDK003 Advise on health and nutritional products and services	1009

SIRXRSK001 Identify and respond to security risks	1011

Assessment Requirements for SIRXRSK001 Identify and respond to security risks	1013

SIRXRSK002 Maintain store security	1015

Assessment Requirements for SIRXRSK002 Maintain store security	1017

SIRXRSK003 Manage risk in the retail environment	1020

Assessment Requirements for SIRXRSK003 Manage risk in the retail environment	1023

SIRXSLS001 Sell to the retail customer	1026

Assessment Requirements for SIRXSLS001 Sell to the retail customer	1029

SIRXSLS002 Follow point-of-sale procedures	1032

Assessment Requirements for SIRXSLS002 Follow point-of-sale procedures	1035

SIRXSLS003 Achieve sales results	1038

Assessment Requirements for SIRXSLS003 Achieve sales results	1040

SIRXSLS004 Drive sales results	1042

Assessment Requirements for SIRXSLS004 Drive sales results	1045

SIRXSLS005 Plan to trade internationally	1047

Assessment Requirements for SIRXSLS005 Plan to trade internationally	1050

SIRXSTR001 Develop an ecommerce strategy	1053

Assessment Requirements for SIRXSTR001 Develop an ecommerce strategy	1056

SIRXTAD001 Train others in frontline tasks	1059

Assessment Requirements for SIRXTAD001 Train others in frontline tasks	1061

SIRXTAD002 Develop the retail frontline	1063

Assessment Requirements for SIRXTAD002 Develop the retail frontline	1065

SIRXTAD003 Coach others for success	1067

Assessment Requirements for SIRXTAD003 Coach others for success	1070

SIRXWHS001 Work safely	1072

Assessment Requirements for SIRXWHS001 Work safely	1074

SIRXWHS002 Contribute to workplace health and safety	1076

Assessment Requirements for SIRXWHS002 Contribute to workplace health and safety	1079

SIRXWHS003 Maintain workplace safety	1082

Assessment Requirements for SIRXWHS003 Maintain workplace safety	1085

SITHFAB002 Provide responsible service of alcohol	1087

Assessment Requirements for SITHFAB002 Provide responsible service of alcohol	1091

SITXHRM002 Roster staff	1096

Assessment Requirements for SITXHRM002 Roster staff	1099

SIR Retail Services Training Package	1102

SIRSS00012 Community Pharmacy Dispensary	1103

SIRSS00013 Community Pharmacy Management	1105

SIRSS00014 Community Pharmacy Quality Implementation	1106

SIRSS00015 Online Retail Coordination	1107

SIRSS00016 Ecommerce Management	1109

SIRSS00017 Merchandise Management	1111

SIRSS00018 Understand the use of social media for business purposes	1113

SIRSS00019 Implement social media and online customer engagement	1115

SIRSS00020 Manage and implement social media and online customer engagement	1117

SIRSS00021 Develop an online presence for customer engagement	1119

SIRSS00022 Manage disrespectful, aggressive or abusive customers	1121

SIRSS00023 Participate in Work Health and Safety in Retail	1123

SIRSS00024 Retail Customer Engagement	1125

SIRSS00025 Retail Customer Relationship	1127

SIRSS00026 Promotion and Marketing	1129

SIRSS00027 People Management in Retail	1131

SIRSS00028 Retail Leadership Transition	1133

SIRSS00029 Result Driven Retail Operation	1135

SIRSS00030 Introduction to Community Pharmacy	1137

SIRSS00031 Community Pharmacy Delivery	1139

SIR Retail Services Training Package

Copyright Statement
© 2020 Commonwealth of Australia. With the exception of the Commonwealth Coat of Arms, the Department’s logo, any material protected by a trade mark and where otherwise noted, all material presented in this document is provided under a Creative Commons Attribution-No Derivative Works 3.0 Australia licence. You are free: to copy, distribute, display, and perform the work to make commercial use of the work Under the following conditions: Attribution - You must give the original author credit. No Derivative Works - You may not alter, transform, or build upon this work. Special Conditions (Waiver) For the sake of clarity, where the license refers to "the work", in addition to meaning the work in its entirety this term shall also mean "extracts of the work". Extracts of the work carry with it the respective licence, and is thus “partitioned”. The details of the relevant licence conditions are available on the Creative Commons website (www.creativecommons.org.au) as is the full legal code. The document must be attributed as the SIR Retail Services Training Package Release 5.0.
Disclaimer
This work is the result of wide consultations with Australian industry participants. It is a collaborative view and does not necessarily represent the view of Department of Education and Training or any specific body. For the sake of brevity it may omit factors which could be pertinent in particular cases. While care has been taken in the preparation of this Training Package, Department of Education and Training and the original developer do not warrant that any licensing or registration requirements specified here are either complete or up-to-date for your State or Territory. Department of Education and Training and the original developer do not accept any liability for any damage or loss (including indirect and consequential loss) incurred by any person as a result of relying on the information contained in this Training Package. The Commonwealth, through the Department of Education and Training, does not accept any liability to any person for the information or advice (or the use of such information or advice) which is provided in this material or incorporated into it by reference. The information is provided on the basis that all persons accessing this material undertake responsibility for assessing the relevance and accuracy of its content. No liability is accepted for any information or services which may appear in any other format. No responsibility is taken for any information or services which may appear on any linked websites.

Published by:	SkillsIQ

Release Date:	21/10/2020

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR10116 Certificate I in Retail Services

Modification History

Not applicable.

Qualification Description

This qualification reflects the role of individuals who complete a limited range of basic workplace tasks. These individuals possess a limited range of technical skills and knowledge.

This qualification provides a pathway to work in a variety of industry sectors and business contexts.

Individuals with this qualification are able to perform roles such as frontline team member.

No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

5 units must be completed:

3 core units

2 elective units, consisting of:

1 unit from the list below

1 unit from the list below, elsewhere in SIR Retail Services Training Package, or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core units
SIRXCOM001	Communicate in the workplace to support team and customer outcomes
SIRXIND001	Work effectively in a service environment
SIRXWHS001	Work safely
Elective units
Technology
FSKDIG02	Use digital technology for simple workplace tasks
Working in Industry
SIRXIND003	Organise personal work requirements
SIRXIND004	Plan a career in the retail industry

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR20116 Certificate II in Community Pharmacy

Modification History

Release 2	This version was released in SIR Retail Services Training Package Release 5.0 Electives updated to include Manage disrespectful, aggressive or abusive customers
Release 1	Initial release.

Qualification Description

This qualification reflects the role of pharmacy assistants who use a defined and limited range of customer service skills. With basic product knowledge, they recommend and supply a limited range of products to customers and often refer enquiries to other team members.

They are involved in mainly routine front of pharmacy tasks such as point-of-sale service, stock maintenance and display. They work under close supervision, with guidance from more experienced and senior pharmacy assistants and ultimately under the supervising pharmacist.

Pharmacy assistants must comply with federal, state or territory law and Pharmacy Board of Australia Guidelines for supplying scheduled medicines. No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

12 units must be completed:

4 core units

8 elective units consisting of:

4 units from the list below

4 units from the list below, elsewhere in the SIR Retail Services Training Package or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core Units
SIRCCCS001	Interact with pharmacy customers
SIRCIND001	Work effectively in a community pharmacy
SIRCINF001	Use pharmacy practices for infection control
HLTWHS001	Participate in workplace health and safety
Elective Units
Beauty Products and Services
SHBBCCS001	Advise on beauty products and services
SHBBMUP002	Design and apply make-up
Inventory
SIRRINV001	Receive and handle retail stock
Pharmacy Product Advice
SIRCPPA001	Assist customers with vitamins, minerals and supplements
SIRCPPA004	Assist customers with oral care products
SIRCPPA006	Assist customers with skin and anti-fungal products
Retail Procedures
SIRRMER001	Produce visual merchandise displays
SIRXCEG008	Manage disrespectful, aggressive or abusive customers
SIRXSLS002	Follow point-of-sale procedures
SIRXIND002	Organise and maintain the store environment
SIRRRTF001	Balance and secure point-of-sale terminal
SIRXSLS001	Sell to the retail customer
Working in Industry
SIRCIND002	Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR20216 Certificate II in Retail Services

Modification History

Release	Comments
Release 3	This version was released in SIR Retail Services Training Package Release 5.0 Electives updated to include Manage disrespectful, aggressive or abusive customers
Release 2	This version was released in SIR Retail Services Training Package Release 4.0 Electives updated to include online and social media unit.
Release 1	Initial release.

Qualification Description

This qualification reflects the role of frontline retail team members who use a defined and limited range of operational skills to undertake workplace activities. They are involved in mainly routine and repetitive tasks and work under direct supervision of others.

This qualification provides a pathway to work in a diverse range of retail settings including specialty retailers, supermarkets, department stores and quick service restaurants.

Individuals with this qualification are able to perform roles such as frontline team member, customer service assistant and point-of-sale operator.

No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

12 units must be completed:

7 core units

5 elective units, consisting of:

3 units from the list below

2 units from the list below, elsewhere in SIR Retail Services Training Package, or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core units
SIRXCEG001	Engage the customer
SIRXCOM001	Communicate in the workplace to support team and customer outcomes
SIRXIND001	Work effectively in a service environment
SIRXIND003	Organise personal work requirements
SIRXPDK001	Advise on products and services
SIRXRSK001	Identify and respond to security risks
SIRXWHS002	Contribute to workplace health and safety
Elective units
Food Safety
SIRRFSA001	Handle food safely in a retail environment
Inventory
SIRRINV001	Receive and handle retail stock
Merchandising
SIRRMER001	Produce visual merchandise displays
SIRRMER002	Merchandise food products
Online and Social Media
SIRXOSM001	Identify and review social media and online platforms for organisational use
Product Knowledge
SIRXPDK002	Advise on food products and services
Sales
SIRXSLS002	Follow point-of-sale procedures
Technology
BSBWOR204	Use business technology
Working in Industry
FSKLRG09	Use strategies to respond to routine workplace problems
SIRXIND002	Organise and maintain the store environment
SIRXIND004	Plan a career in the retail industry
SIRXCEG008	Manage disrespectful, aggressive or abusive customers

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR30116 Certificate III in Community Pharmacy

Modification History

Release 2	This version was released in SIR Retail Services Training Package Release 5.0 Electives updated to include Manage disrespectful, aggressive or abusive customers
Release 1	Initial release.

Qualification Description

This qualification reflects the role of skilled pharmacy assistants who use a range of well-developed service skills to identify and meet customer needs. They have sound knowledge of a broad range of pharmacy products and health care support services. Some pharmacy assistants may be involved in assisting with a limited range of dispensary activities.

They work with some independence, under limited supervision from others, but ultimately under the supervising pharmacist. They may provide technical advice and support to team members.

Pharmacy assistants must comply with federal, state or territory law and Pharmacy Board of Australia Guidelines for supplying scheduled medicines. No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

19 units must be completed:

11 core units

8 elective units consisting of:

6 units from the list below

2 units from the list below, elsewhere in the SIR Retail Services Training Package or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core Units
SIRCCCS002	Provide and promote services to pharmacy customers
SIRCDIS001	Assist customers with prescriptions
SIRCIND001	Work effectively in a community pharmacy
SIRCIND002	Support the supply of Pharmacy Medicines and Pharmacist Only Medicines
SIRCINF001	Use pharmacy practices for infection control
SIRCPPA005	Assist customers with cough and cold relief products
SIRCPPA006	Assist customers with skin and anti-fungal products
SIRCPPA008	Assist customers with products for gastro-intestinal conditions
SIRCPPA009	Assist customers with allergy relief products
SIRCPPA010	Assist customers with analgesic and anti-inflammatory products
HLTWHS001	Participate in workplace health and safety
Elective Units
Anatomy and Physiology
HLTAAP001	Recognise healthy body systems
Beauty Products and Services
SHBBCCS001	Advise on beauty products and services
SHBBMUP002	Design and apply make-up
Client and Customer Service
SIRXCEG003	Build customer relationships and loyalty
SIRXCEG008	Manage disrespectful, aggressive or abusive customers
Dispensary
SIRCDIS002	Deliver medicines to customers outside the pharmacy
SIRCDIS003	Assist in dispensing prescriptions
Diversity
CHCDIV001	Work with diverse people
Pharmacy Product Advice
SIRCPPA001	Assist customers with vitamins, minerals and supplements
SIRCPPA002	Assist customers with eye and ear care products
SIRCPPA003	Assist customers with first aid products
SIRCPPA004	Assist customers with oral care products
SIRCPPA007	Assist customers with pregnancy and maternal health products and services
SIRCPPA011	Assist customers with baby and infant care products
SIRCPPA013	Assist customers with smoking cessation products
SIRCPPA018	Assist customers with women's and men's health care products
Inventory
SIRRINV001	Receive and handle retail stock
SIRRINV002	Control stock
Marketing and Public Relations
SIRXMKT001	Support marketing and promotional activities
Merchandising
SIRRMER001	Produce visual merchandise displays
Retail Procedures
SIRXSLS002	Follow point-of-sale procedures
SIRRRTF001	Balance and secure point-of-sale terminal
Skin Services
SHBBSKS001	Pierce ear lobes
Workplace Effectiveness
BSBWOR301	Organise personal work priorities and development

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR30216 Certificate III in Retail

Modification History

Release	Comments
Release 4	This version was released in SIR Retail Services Training Package Release 5.0 Electives updated to include Manage disrespectful, aggressive or abusive customers
Release 3	This version was released in SIR Retail Services Training Package Release 4.0 Electives updated to include online and social media units.
Release 2	This version was released in SIR Retail Services Training Package Release 3.0 Electives updated.
Release 1	Initial release.

Qualification Description

This qualification reflects the role of individuals who have the primary responsibility of engaging the customer, maintaining daily store operations and delivering on organisational expectations. They have sound knowledge of product and service offerings. These individuals possess a range of well-developed skills where discretion and judgement is required. They work with some independence under limited supervision. Some individuals working at this level are responsible for supervising other team members and monitoring day-to-day workplace operations.

The qualification provides a pathway to work in a diverse range of retail settings including specialty retailers, supermarkets, department stores and quick service restaurants.

Individuals with this qualification are able to perform roles such as frontline sales assistant, customer service representative, shop assistant, retail supervisor, team leader and senior sales assistant.

No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

13 units must be completed:

8 core units

5 elective units, consisting of:

3 units from the list below

2 units from the list below, elsewhere in SIR Retail Services Training Package, or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core units
SIRXCEG001	Engage the customer
SIRXCEG002	Assist with customer difficulties
SIRXCEG003	Build customer relationships and loyalty
SIRXCOM002	Work effectively in a team
SIRXIND001	Work effectively in a service environment
SIRXRSK001	Identify and respond to security risks
SIRXSLS001	Sell to the retail customer
SIRXWHS002	Contribute to workplace health and safety
Elective units
Communication and Teamwork
CHCDIV001	Work with diverse people
SIRXCOM003	Promote team cohesion
Customer Engagement
SIRXCEG008	Manage disrespectful, aggressive or abusive customers
SIRXCEG006	Provide online customer service
Delivery
SIRXDLV001	Deliver food products
Food and Beverage
SITHFAB002	Provide responsible service of alcohol
Food Safety
SIRRFSA001	Handle food safely in a retail environment
SIRRFSA002	Supervise a food safety program
Health and Wellbeing
SIRXHWB001	Maintain personal health and wellbeing
Inventory
SIRRINV001	Receive and handle retail stock
SIRRINV002	Control stock
Online and Social Media
SIRXOSM001	Identify and review social media and online platforms for organisational use
SIRXOSM002	Maintain ethical and professional standards when using social media and online platforms
SIRXOSM003	Use social media and online tools
Management and Leadership
SIRXMGT001	Supervise and support frontline team members
Marketing
BSBMKG401	Profile the market
SIRXMKT001	Support marketing and promotional activities
Merchandising
SIRRMER001	Produce visual merchandise displays
SIRRMER002	Merchandise food products
SIRRMER003	Coordinate visual merchandising activities
Product Knowledge
SIRXPDK002	Advise on food products and services
SIRXPDK003	Advise on health and nutritional products and services
Retail Financials
SIRRRTF001	Balance and secure point-of-sale terminal
Styling
SIRRSTY001	Style the customer
Training and Development
SIRXTAD001	Train others in frontline tasks
Wholesale
SIRWSLS002	Analyse and achieve sales targets
SIRWSLS003	Build sales of branded products
Working in Industry
SIRXIND002	Organise and maintain the store environment
SIRXIND003	Organise personal work requirements
SIRXIND005	Develop personal productivity

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR30316 Certificate III in Business to Business Sales

Modification History

Not applicable.

Qualification Description

This qualification reflects the role of individuals who sell products to other businesses and build strong business to business relationships. These individuals possess a range of well-developed skills where discretion and judgement is required. They may provide support within a team.

This qualification provides a pathway to work in businesses that supply products or services to other businesses such as wholesalers.

Individuals with this qualification are able to perform roles such as business to business sales officer, sales representative and customer service officer.

No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

10 units must be completed:

5 core units

5 elective units, consisting of:

3 units from the list below

2 units from the list below, elsewhere in SIR Retail Services Training Package, or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core units
SIRWSLS004	Optimise customer and territory coverage
SIRXCEG003	Build customer relationships and loyalty
SIRXCEG005	Maintain business to business relationships
SIRXIND001	Work effectively in a service environment
SIRXWHS002	Contribute to workplace health and safety
Elective units
Customer Engagement
SIRXCEG001	Engage the customer
SIRXCEG002	Assist with customer difficulties
Communication and Teamwork
SIRXCOM002	Work effectively in a team
SIRXCOM003	Promote team cohesion
Computer Operations and ICT Management
BSBCUE301	Use multiple information systems
BSBCUE304	Provide sales solutions to customers
Finance
SIRWFIN001	Complete debtor processes
Inventory
SIRRINV001	Receive and handle retail stock
SIRRINV002	Control stock
Management and Leadership
SIRXMGT001	Supervise and support frontline team members
Merchandising
SIRRMER003	Coordinate visual merchandising activities
Risk Management and Security
SIRXRSK001	Identify and respond to security risks
Sales
SIRWSLS001	Process product and service data
SIRWSLS002	Analyse and achieve sales targets
SIRWSLS003	Build sales of branded products
SIRXSLS001	Sell to the retail customer

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR40116 Certificate IV in Community Pharmacy

Modification History

Release 2	This version was released in SIR Retail Services Training Package Release 5.0 Electives updated to include Manage disrespectful, aggressive or abusive customers
Release 1	Initial release.

Qualification Description

This qualification reflects the role of skilled senior pharmacy assistants who use sound knowledge of a broad range of pharmacy products and health care support services. Some senior pharmacy assistants may take a lead role in coordinating front of pharmacy business activities.

Depending on the job role, they work under the overall or direct supervision of a pharmacist, and may have team leading or supervisory responsibilities.

Senior pharmacy assistants must comply with federal, state or territory law and Pharmacy Board of Australia Guidelines for supplying scheduled medicines. No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

Entry to this qualification is open to individuals who:

have achieved the Certificate III in Community Pharmacy

or

have relevant industry employment experience as a community pharmacy assistant in a job role that has involved the application of skills and knowledge described in core units of competency from SIR30116 Certificate III in Community Pharmacy, and

have a statement of attainment in the unit SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines.

Packaging Rules

14 units must be completed:

3 core units

11 elective units consisting of:

8 units from the list below

3 units from the list below, elsewhere in the SIR Retail Services Training Package or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core Units
BSBLDR403	Lead team effectiveness
HLTWHS003	Maintain work health and safety
SIRCCPM001	Assist in managing Pharmacy Medicines and Pharmacist Only Medicines
Elective Units
Anatomy and Physiology
HLTAAP001	Recognise healthy body systems
Client and Customer Service
BSBCUS401	Coordinate implementation of customer service strategies
SIRXCEG003	Build customer relationships and loyalty
SIRXCEG008	Manage disrespectful, aggressive or abusive customers
Community Pharmacy Management
SIRCCPM002	Coordinate a pharmacy quality system
SIRCCPM003	Lead and develop pharmacy teams
SIRCCPM004	Manage pharmacy sales and service delivery
SIRCCPM005	Manage pharmacy premises, equipment and merchandise
SIRCCPM006	Develop a pharmacy product and service range
Dispensary
SIRCDIS002	Deliver medicines to customers outside the pharmacy
SIRCDIS003	Assist in dispensing prescriptions
SIRCDIS004	Assist in preparing dose administration aids
SIRCDIS005	Assist in preparing extemporaneous prescriptions
SIRCDIS006	Maintain dispensary stock
SIRCDIS007	Administer dispensary computer system and claims
SIRCDIS008	Coordinate service to residential care facilities
Diversity
CHCDIV001	Work with diverse people
Finance
BSBFIA302	Process payroll
Health Care Support
SIRCHCS001	Support the management of obstructive sleep apnoea
SIRCHCS002	Supply and hire home health care aids and equipment
SIRCHCS003	Test blood pressure and advise on self-monitoring
SIRCHCS004	Test blood glucose and advise on equipment and services for diabetes management
SIRCHCS005	Provide Australian Needle and Syringe Program services
SIRCHCS006	Coordinate pharmacy health promotions
Human Resource Management
BSBHRM405	Support the recruitment, selection and induction of staff
Infection Control
SIRCINF001	Use pharmacy practices for infection control
Inventory
SIRRINV002	Control stock
Legal and ethical
CHCLEG001	Work legally and ethically
Management and Leadership
BSBMGT403	Implement continuous improvement
BSBMGT405	Provide personal leadership
SIRXHRM002	Maintain employee relations
Pharmacy Product Advice
SIRCPPA001	Assist customers with vitamins, minerals and supplements
SIRCPPA007	Assist customers with pregnancy and maternal health products and services
SIRCPPA012	Assist customers with asthma-care aids and equipment
SIRCPPA013	Assist customers with smoking cessation products
SIRCPPA014	Assist customers with continence management products
SIRCPPA015	Assist customers with wound care products
SIRCPPA016	Assist customers with diet, nutrition and weight-management products and services
SIRCPPA017	Assist customers with complementary medicines
SIRCPPA018	Assist customers with women's and men's health care products
Research
BSBRES401	Analyse and present research information
Risk Management and Security
SIRXRSK002	Maintain store security

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR40216 Certificate IV in Community Pharmacy Dispensary

Modification History

Not applicable.

Qualification Description

This qualification reflects the role of skilled technicians working in the dispensary area of community pharmacies. They have substantial depth of knowledge of pharmacy medicines and dispensing techniques.

When dispensing pharmacy medications, they work under the direct supervision of a pharmacist and their role is limited to those dispensing functions that do not require them to exercise professional pharmaceutical judgement or discretion. They may provide technical advice and support to pharmacy assistants.

The qualification provides a pathway to work in a community pharmacy as a dispensary technician or dispensary assistant.

Dispensary assistants and technicians are required to comply with federal, state or territory law and Pharmacy Board of Australia Guidelines for supplying scheduled medicines. No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

14 units must be completed:

9 core units

5 elective units from the list below, elsewhere in the SIR Retail Services Training Package or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core Units
SIRCCCS002	Provide and promote services to pharmacy customers
SIRCDIS001	Assist customers with prescriptions
SIRCDIS003	Assist in dispensing prescriptions
SIRCDIS006	Maintain dispensary stock
SIRCDIS007	Administer dispensary computer system and claims
SIRCIND001	Work effectively in a community pharmacy
SIRCIND002	Support the supply of Pharmacy Medicines and Pharmacist Only Medicines
SIRCINF001	Use pharmacy practices for infection control
HLTWHS001	Participate in workplace health and safety
Elective Units
Anatomy and Physiology
HLTAAP001	Recognise healthy body systems
Community Pharmacy Management
SIRCCPM001	Assist in managing Pharmacy Medicines and Pharmacist Only Medicines
SIRCCPM002	Coordinate a pharmacy quality system
SIRCCPM003	Lead and develop pharmacy teams
SIRCCPM004	Manage pharmacy sales and service delivery
SIRCCPM005	Manage pharmacy premises, equipment and merchandise
SIRCCPM006	Develop a pharmacy product and service range
Dispensary
SIRCDIS002	Deliver medicines to customers outside the pharmacy
SIRCDIS004	Assist in preparing dose administration aids
SIRCDIS005	Assist in preparing extemporaneous prescriptions
SIRCDIS008	Coordinate service to residential care facilities
Health Care Support
SIRCHCS001	Support the management of obstructive sleep apnoea
SIRCHCS002	Supply and hire home health care aids and equipment
SIRCHCS003	Test blood pressure and advise on self-monitoring
SIRCHCS004	Test blood glucose and advise on equipment and services for diabetes management
Management and Leadership
BSBMGT403	Implement continuous improvement
BSBMGT405	Provide personal leadership
SIRXMGT001	Supervise and support frontline team members
Pharmacy Product Advice
SIRCPPA005	Assist customers with cough and cold relief products
SIRCPPA008	Assist customers with products for gastro-intestinal conditions
SIRCPPA009	Assist customers with allergy relief products
SIRCPPA010	Assist customers with analgesic and anti-inflammatory products
SIRCPPA012	Assist customers with asthma-care aids and equipment
SIRCPPA015	Assist customers with wound care products
Retail Procedures
SIRRINV001	Receive and handle retail stock
SIRXSLS002	Follow point-of-sale procedures

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR40316 Certificate IV in Retail Management

Modification History

Release	Comments
Release 4	This version was released in SIR Retail Services Training Package Release 5.0 Electives updated to include Manage disrespectful, aggressive or abusive customers
Release 3	This version was released in SIR Retail Services Training Package Release 4.0 Electives updated to include online and social media units and to update imported electives.
Release 2	This version was released in SIR Retail Services Training Package Release 3.0 Electives updated.
Release 1	Initial release.

Qualification Description

This qualification reflects the role of individuals who lead a frontline team and manage day-to-day operations of a retail store or department to implement and deliver on organisational objectives and standards. These individuals possess a range of highly developed selling and customer engagement skills with sound knowledge of product and service offerings. They work with independence, taking responsibility for their own functions and outputs.

This qualification provides a pathway to work in a diverse range of retail settings including speciality retailers, supermarkets, department stores, and quick service restaurants.

Individuals with this qualification are able to perform roles such as store manager, department manager and assistant store manager.

No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

Entry to this qualification is open to individuals who:

have achieved a Certificate III in Retail

or

have relevant industry employment experience in a job role that has involved the application of skills and knowledge described in core units of competency from the SIR30216 Certificate III in Retail.

Packaging Rules

11 units must be completed:

7 core units

4 elective units, consisting of:

2 units from the list below

2 units from the list below, elsewhere in SIR Retail Services Training Package, or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core units
SIRRRTF002	Monitor retail store financials
SIRXCEG004	Create a customer-centric culture
SIRXHRM002	Maintain employee relations
SIRXMGT002	Lead a frontline team
SIRXRSK002	Maintain store security
SIRXSLS003	Achieve sales results
SIRXWHS003	Maintain workplace safety
Elective units
Customer Engagement
SIRXCEG008	Manage disrespectful, aggressive or abusive customers
BSBCUS401	Coordinate implementation of customer service strategies
Change Management
SIRXCHA001	Facilitate the change process
Communication and Teamwork
CHCDIV001	Work with diverse people
Ecommerce
SIRXECM001	Monitor and interpret online data and analytics
SIRXECM002	Prepare digital content
Food Safety
SIRRFSA001	Handle food safely in a retail environment
SIRRFSA002	Supervise a food safety program
Health and Wellbeing
SIRXHWB002	Promote workplace health and wellbeing
Human Resource Management
SIRXHRM001	Recruit, select and induct team members
SITXHRM002	Roster staff
Innovation
BSBINN301	Promote innovation in a team environment
Management and Leadership
BSBMGT402	Implement operational plan
Inventory
SIRRINV002	Control stock
Marketing
BSBMKG401	Profile the market
SIRXMKT002	Use social media to engage customers
SIRXMKT003	Manage promotional activities
Merchandising
SIRRMER003	Coordinate visual merchandising activities
Online and Social Media
SIRXOSM004	Analyse performance of social media and online business tools
SIRXOSM005	Develop a basic website for customer engagement
Retail Financials
BSBFIA302	Process payroll
BSBSMB421	Manage small business finances
Training and Development
SIRXTAD002	Develop the retail frontline
Working in Industry
SIRXIND005	Develop personal productivity
SIRXIND006	Review retail business fundamentals

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR50116 Diploma of Retail Leadership

Modification History

Release	Comments
Release 3	This version was released in SIR Retail Services Training Package Release 4.0 Electives updated to include online and social media units and to replace superseded imported units.
Release 2	This version was released in SIR Retail Services Training Package Release 3.0 Electives updated.
Release 1	Initial Release.

Qualification Description

This qualification reflects the role of individuals who manage a retail business, multiple retail stores or departments, following a business strategy to deliver profitable results for the organisation. These individuals support senior management and provide leadership to retail teams. They plan and evaluate the work of self and others, operating with autonomy and responsibility for personal outputs.

This qualification provides a pathway to work in a range of retail settings including speciality retailers, supermarkets, department stores, and quick service restaurants.

Individuals with this qualification are able to perform roles such as area manager, state manager, senior store manager, cluster manager and small business owner.

No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

Entry to this qualification is open to individuals who:

have achieved a Certificate IV in Retail Management

or

have relevant industry employment experience in a job role that has involved the application of skills and knowledge described in core units of competency from the SIR40316 Certificate IV in Retail Management.

Packaging Rules

10 units must be completed:

4 core units

6 elective units, consisting of:

3 units from the list below

3 units from the list below, elsewhere in SIR Retail Services Training Package, or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core units
SIRRSTR001	Undertake strategic planning in retail
SIRXCHA002	Lead the change process
SIRXMGT003	Provide leadership to others
SIRRRTF003	Drive retail profitability
Elective units
Communication and Teamwork
BSBLDR513	Communicate with influence
Customer Engagement
SIRXCEG007	Develop online customer service standards
Ecommerce
SIRXECM003	Design an ecommerce site
Human Resource Management
BSBHRM506	Manage recruitment selection and induction processes
BSBHRM604	Manage employee relations
Management and Leadership
BSBLDR511	Develop and use emotional intelligence
BSBLDR502	Lead and manage effective workplace relationships
SIRXMGT004	Plan and manage retail projects
SIRXMGT005	Lead the development of business opportunities
Marketing
SIRXMKT004	Undertake digital marketing activities
SIRXMKT005	Develop a marketing strategy
SIRXMKT006	Develop a social media strategy
Merchandise Management
SIRRMRM001	Plan merchandise buying strategy
Online and Social Media
SIRXOSM002	Maintain ethical and professional standards when using social media and online platforms
SIRXOSM006	Develop and manage social media and online strategies
SIRXOSM007	Manage risk to organisational reputation in an online setting
Risk Management and Security
SIRXRSK003	Manage risk in the retail environment
Sales
SIRXSLS004	Drive sales results
SIRXSLS005	Plan to trade internationally
Training and Development
BSBLED501	Develop a workplace learning environment
SIRXTAD003	Coach others for success
Work Health and Safety
BSBWHS521	Ensure a safe workplace for a work area
Working in Industry
BSBWOR501	Manage personal work priorities and professional development

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR50217 Diploma of Visual Merchandising

Modification History

Not applicable.

Qualification Description

This qualification reflects the role of individuals who operate as visual merchandising specialists. These individuals possess a broad range of technical skills and sound knowledge of visual merchandising principles to plan and coordinate visual merchandising activities. They operate independently, make a range of operational decisions, and may have some responsibility for others.

This qualification provides a pathway to work in a range of retail settings including speciality and fashion retailers, supermarkets and department stores. It also provides a pathway to work on a freelance basis.

Individuals with this qualification are able to perform roles such as visual merchandiser, retail store visual merchandiser, visual merchandising stylist and event visual merchandiser.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

16 units must be completed:

8 core units

8 elective units, consisting of:

6 units from the list below

2 units from the list below, elsewhere in SIR Retail Services Training Package, or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core units
CUAACD301	Produce drawings to communicate ideas
SIRRMER004	Develop visual merchandising creative concepts
SIRRMER005	Implement visual merchandising concepts
SIRRMER006	Achieve visual merchandising targets
SIRRMER007	Design and install visual merchandising displays
SIRRMER010	Style using visual merchandising aids
SIRRMER011	Design and install merchandise signage
SIRXWHS002	Contribute to workplace health and safety
Elective units
Art and Design
BSBDES301	Explore the use of colour
BSBDES302	Explore and apply the creative design process to 2D forms
BSBDES303	Explore and apply the creative design process to 3D forms
BSBDES305	Source and apply information on the history and theory of design
CUAACD302	Produce computer-aided drawings
CUADIG304	Create visual design components
CUADRA301	Produce drawings
Ecommerce
SIRXECM002	Prepare digital content
Management and Leadership
BSBLDR503	Communicate with influence
SIRXMGT003	Provide leadership to others
SIRXMGT004	Plan and manage retail projects
Merchandising
SIRRMER008	Plan and style merchandise photo shoots
SIRRMER009	Plan and organise display lighting
SIRRMER012	Develop retail space and product management plans
SIRRMER013	Develop visual merchandising guidelines
Training and development
SIRXTAD003	Coach others for success
Work Health and Safety
SIRXWHS003	Maintain workplace safety
Working in Industry
SIRXIND006	Review retail business fundamentals

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIR50317 Diploma of Retail Merchandise Management

Modification History

Not applicable.

Qualification Description

This qualification reflects the role of individuals who undertake retail merchandise management activity to deliver profitable results for a retail organisation. They analyse merchandise performance results and follow an organisational strategy to plan and enhance ongoing merchandise performance.

These individuals operate with autonomy, are responsible for their personal outputs, and undertake decision making independently and in consultation with others.

Individuals with this qualification are able to perform roles such as buyer, merchandise planner and merchandise manager.

No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

Entry Requirements

Entry to this qualification is open to individuals who:

have achieved formal study at the Certificate IV, or higher, level and are currently employed within the retail sector in a function where they have applied knowledge of retail financials, inventory management and retail operations.

or

have at least two years full time work experience in a retail merchandise management related function where they have applied knowledge of retail financials, inventory management and retail operations.

or

have at least two years full time work experience in a role where they have applied knowledge of business financials and operations.

Packaging Rules

11 units must be completed:

7 core units

4 elective units, consisting of:

2 units from the list below

2 units from the list below, elsewhere in SIR Retail Services Training Package, or any other current Training Package or accredited course.

The selection of electives must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification.

Core units
SIRRMRM002	Develop a merchandise strategy
SIRRMRM003	Conduct a post trade analysis
SIRRMRM004	Develop a merchandise financial plan
SIRRMRM005	Develop a category financial plan
SIRRMRM006	Plan a merchandise product range
SIRRMRM007	Negotiate and establish supply arrangements
SIRRMRM008	Develop a merchandise promotional plan
Elective units
Merchandise Management
SIRRMRM009	Plan merchandise buying trips
SIRRMRM010	Plan product development
SIRRMRM011	Manage merchandise quality and compliance
Management and Leadership
BSBLDR503	Communicate with influence
SIRXMGT003	Provide leadership to others
SIRXMGT004	Plan and manage retail projects
Risk Management and Security
SIRXRSK003	Manage risk in the retail environment
Working in Industry
BSBINN502	Build and sustain an innovative work environment
BSBWOR501	Manage personal work priorities and professional development

Qualification Mapping Information

No equivalent qualification.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCEG008 Manage disrespectful, aggressive or abusive customers

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to appropriately and safely manage customers who are disrespectful, aggressive or abusive.

It applies to individuals working in customer service roles in a diverse range of industry sectors and business contexts. They may operate independently or under supervision and guidance from others, and within established organisational policies and procedures. It predominantly applies to retail industry work environments with high levels of customer contact.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Customer Engagement

Unit Sector

Cross-sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify potentially disruptive customers.	1.1 Monitor customer behaviour to identify signs of potential customer disruption. 1.2 Use questioning and active listening to identify possible causes of disruptive customer behaviour. 1.3 Indicate willingness to assist in resolution. 1.4 Refer to organisational policies and procedures and signage where applicable to explain processes to customer.
2. Implement actions to defuse and de-escalate potential conflict.	2.1. Recognise emotional contagions and their impact. 2.2. Maintain a calm, respectful and polite manner when interacting with customers. 2.3. Provide explanation, assistance or alternatives to address cause of customer issue. 2.4 Display and maintain empathy for customer to demonstrate understanding of situation and impact on the customer in order to defuse and de-escalate potential conflict.
3. Manage disrespectful, aggressive or abusive customers.	3.1. Use appropriate strategies to respond to customers displaying disrespectful, aggressive or abusive behaviours. 3.2. Identify customers who should be refused service or ejected and action in a professional manner. 3.3. Promptly identify and act on situations that pose a threat to the safety of self, others or property. 3.4. Terminate conversation or encounter if resolution is not possible. 3.5 Refer situations beyond the scope of own job role and responsibility to supervisor or other relevant parties as required.
4. Document and report incident	4.1.Comprehensively document incident according to organisational policies and procedures. 4.2 Obtain statements and contact details from witnesses to the incident where appropriate. 4.3 Provide report to supervisor according to organisational policies and procedures. 4.4 Identify alternative approaches for affected staff and the organisation to avoid or mitigate similar incidents in future.
5. Manage the personal impacts of disrespectful, aggressive or abusive customer behaviour.	5.1 Use a process of self-reflection to identify physical, mental and emotional impacts of the incident on self. 5.2 Undertake de-briefing procedures with supervisor following the incident. 5.3 Use appropriate techniques to respond to physical, mental or emotional impacts of the incident. 5.4 Recognise signs of mental and emotional impacts on self that require professional counselling and seek appropriate support. 5.5 Use a process of self-reflection to identify personal response strategies that could be used in future to protect own wellbeing.

Foundation Skills

FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret and understand organisational policies and procedures.
Writing skills to:	document incident reports comprehensively.
Oral communication skills to:	explain organisational policies and procedures to customers. build rapport with customers to assist in defusing disruptive behaviour.
Problem-solving skills to:	interpret customer issues and offer appropriate solutions or alternative options.
Teamwork skills to:	engage more appropriate members of the team to assist in resolving customer issues or dealing with customer behaviour.
Self-management skills to:	identify impacts of customer-related events on own confidence and wellbeing and take action to restore good health.

Unit Mapping Information

UNIT MAPPING INFORMATION	No equivalent unit.

Links

Companion Volume Implementation Guides - - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCEG008 Manage disrespectful, aggressive or abusive customers

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

demonstrate appropriate techniques to deal with customers displaying each of the following characteristics:

disrespect

verbal aggression

physical aggression or violence

demonstrate appropriate actions to respond to the following situations:

customer refusing to comply with policies on premises

customer refusing to leave

where staff or other customers are in danger or intimidated by customer behaviour.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

relevant state and territory government legislation and regulation relating to customer service:

Australian Consumer Law

Public Health Acts

Privacy Act 1988 (Cth)

organisational policies and procedures for:

dealing with disrespectful, aggressive or abusive customers

dealing with customers who have committed a crime

recording and reporting customer incidents

escalating customer incidents

de-briefing following an incident

work health and safety (WHS)

possible causes of disrespectful, aggressive or abusive customer behaviour including:

personal attributes of customer

mental illness or intoxication

misunderstanding directives from staff

incorrect prices or quotes

lack of availability of stock

delays in receiving product or service

problem with product or service

communication barriers

unmet expectations

refused entry or ejection from premises

situations where there is no readily identifiable cause

types of behaviours exhibited by disrespectful, aggressive or abusive customers:

refusal to follow directives

customers who are unable to be pacified

abusive or inappropriate language

verbal threats and aggression

physically aggressive or threatening behaviour

racial abuse

threatening group behaviour (swarming)

risks associated with exposure to disrespectful, aggressive or abusive customers:

low morale

physical injury

emotional damage

absenteeism

staff turnover

strategies for dealing with disrespectful, aggressive or abusive customers:

verbal communication techniques

active listening

open and closed questioning

paraphrasing and summarising

voice tone, pitch and volume

assertive behaviour

negotiation

defusing and de-escalation techniques

perspective taking

use of verbal and non-verbal cues

escalation to supervisor

seeking external intervention from security staff or police

actions for when customer actions or behaviour pose a threat to the safety of self, others or property:

remove self or others from immediate area

ejecting customer from premises

use of personal alarms

use of physical barriers

seeking external intervention from security staff or police

use of safe rooms or secure areas

body language and its role in customer service:

maintaining a respectful distance

non-verbal cues

personal space

communication practices:

speak clearly and concisely

allow the customer to speak

ask questions

check for understanding

avoid attempts at humour

maintain respect and courtesy

awareness of non-verbal communication

awareness of cultural differences when communicating

environmental means to assist in dealing with disrespectful, aggressive or abusive customers:

signage

use of space

physical barriers or shields

use of personal alarms

use of safe-rooms

plain-English documentation and information

personal approaches to dealing with disrespectful, aggressive or abusive customers:

understanding scope and responsibility of job role

responding without signs of defensiveness

avoiding power struggles, threats or ultimatums

ensuring all solutions are actionable and achievable

recognising own personal boundaries and physical limitations

de-personalising negative encounters

techniques for:

identifying workplace stressors

responding to workplace stressors

building resilience

monitoring personal health and well-being

techniques to respond to physical, mental or emotional impacts of an incident:

supervisor de-briefing

taking a break

returning home from the workplace

professional counselling.

Assessment Conditions

Skills must be demonstrated in a customer service environment. This can be:

an industry workplace; or

a simulated industry environment.

Simulated assessment environments must simulate the real-life working environment where the skills and knowledge within this unit would be utilised, with all the relevant equipment and resources of that working environment.

Assessment must ensure access to:

organisational policies and procedures for:

customer service standards

dealing with aggressive or abusive customers

recording and reporting customer incidents

escalating customer incidents

staff self-care and wellbeing

de-briefing following an incident:

operational

staff welfare

work health and safety

current plain English documents distributed by Government regulators outlining key aspects of:

consumer protection laws

consumer behaviour requirements

WHS guides

customers with whom the individual can interact; these can be:

individuals in an industry workplace; or

individuals who participate in role plays or simulated activities set up for the purpose of assessment, in a simulated industry environment

assessment activities that reflect a range of realistic, industry relevant situations and scenarios.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume Implementation Guides - - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXOSM001 Identify and review social media and online platforms for organisational use

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to source information on a range of social media and online platform categories and brands and their key audiences, and to identify how different platform functions are used by organisations and their customers.

This key skill underpins effective performance when selecting and utilising social media and online platforms for diverse purposes. It applies to individuals working at all levels from operational personnel through to managers. They would have already acquired information and computer technology skills sufficient to use the Internet and create basic documents.

This unit applies to self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Online and Social Media

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Source information on social media and online platforms.	1.1. Identify different categories of social media and online platforms and their use. 1.2. Identify specific social media and online brands within the categories. 1.3. Gather information on the popularity and reach of categories and brands. 1.4. Determine characteristics of key audiences of categories and brands.
2. Identify functions provided by social media and online platforms.	2.1. Obtain information on platform functions used by organisations to engage with customers and to collect information. 2.2. Itemise the benefits of different platform functions to organisational use and associated costs. 2.3. Determine which functions may not be utilised by or be beneficial to organisations. 2.4. Review a range of social media sites and evaluate how organisations and users are utilising functions.
3. Identify industry specific requirements and preferences.	3.1. Identify key customer groups for whom industry products and or services are provided and their characteristics and needs. 3.2. Evaluate popularity of social media and online sites for industry’s main customer groups. 3.3. Assess the need for particular platform functions to service customer and organisational requirements. 3.4. Identify functions which present a risk to customers.
4. Identify suitable social media and online platforms.	4.1. Identify factors that contribute to choice of social media and online platforms to meet particular organisational needs. 4.2. Identify and rank a range of suitable platforms to meet different and complementary business needs. 4.3. Update knowledge regularly to identify new platforms and changes to known ones.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret unfamiliar information of varying complexity.
Writing skills to:	produce notes, and summarise and record information in basic documents.
Numeracy skills to:	interpret basic statistics on the popularity and reach of social media and online platform categories and brands.
Learning skills to:	proactively seek information to update knowledge of current and emerging social media and online platforms and function changes.
Technology skills to:	use computers or mobile devices and the Internet to search for and download information use software applications to create, update and store basic documents.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXOSM001 Identify and review social media and online platforms for organisational use

Modification History

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

source information on:

three different types of social media categories and provide brand examples for each type

three different types of online platforms and provide brand examples for each type

for each of the above types, provide an overview on:

the popularity of the different categories and reach of the particular brands

the basic demographic composition of key audiences for the different categories and brands

the key functions provided by the social media and online platforms and how an organisation would use these functions to benefit the organisation

for a particular industry or organisation, identify two suitable social media and one online brands and provide reasons for selection that covers:

how the industry or organisation’s target customer is a match to the demographic composition of key audiences of the social media and online brands

the particular functions that suit customer an organisation characteristics and needs including; advantages and limitations of functions

types of customer information that may be sensitive and how the functions protect this information

source information on one emerging social media or online platform, or a recent or proposed change for an existing platform.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

source information on:

three different types of social media categories and provide brand examples for each type

three different types of online platforms and provide brand examples for each type

for each of the above types, provide an overview on:

the popularity of the different categories and reach of the particular brands

the basic demographic composition of key audiences for the different categories and brands

the key functions provided by the social media and online platforms and how an organisation would use these functions to benefit the organisation

for a particular industry or organisation, identify two suitable social media and one online brands and provide reasons for selection that covers:

how the industry or organisation’s target customer is a match to the demographic composition of key audiences of the social media and online brands

the particular functions that suit customer an organisation characteristics and needs including; advantages and limitations of functions

types of customer information that may be sensitive and how the functions protect this information

source information on one emerging social media or online platform, or a recent or proposed change for an existing platform.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key definitions of social media

main categories of social media and online platforms, their use, and how they differ

examples of particular brands within different categories

popularity of different categories and reach of particular brands

format and content of basic statistics for the popularity and reach categories and brands

basic demographic composition of key audiences for different social media and online platform categories and brands:

gender

age

education

employment status

household / individual income

location

how a range of audiences engage with social media and online sites generally and with organisation- based sites in particular including: typical habits, attitudes, behaviours and expectations

functions provided by social media and online platforms:

uploading and downloading information

chat facilities for provision of information

reply facilities for customer commentary

discussion facilities for specific groups

security of private and financial information

provision of data

functions provided by social media and online platforms and how to identify those:

used for purely social interactions and largely irrelevant to business purposes

useful to general business functions

that are provided free and those that attract a cost

how organisations use social media and online platforms:

marketing and advertising

creating relationships and brand loyalty

information dissemination

business and marketing planning

collecting data for various purposes including for product development, dissemination of targeted information and advertising content

specific to the particular industry:

overview of a range of products and or services provided

key customer groups that utilise those products and or services and their basic demographic characteristics and needs

particular brands of social media and online platforms in popular use

functions of social media and online platforms that can be of particular use in engaging industry’s customers

any specific risks that apply to using particular functions, including storage of sensitive information and risk of revealing this information publicly

factors that are relevant to choice of social media and online platforms for an organisation including:

main brand audience and match to organisation’s customer groups

availability of functions that meet customer groups’ needs and organisational requirements

costs associated with different functions

methods that can be used to monitor trends in the use of current platforms and to identify emerging platforms:

monitoring usage data and sudden upsurge or downturn in use

media reports of problems / issues with brands

media and provider reports of emerging platforms

competitors’ use of social media and online platforms.

Assessment Conditions

This unit has been written to allow for application to any type of industry. Assessment must be customised according to the industry context of learners while ensuring that all skill and knowledge content is assessed, and all performance evidence is collected.

This unit and Assessment Requirements references customers as a generic term throughout. However, because different industries and organisations use different terms to describe their stakeholders, learners should use terms appropriate for their industry during assessment.

Assessment must ensure use of computers or mobile devices and the Internet to source information, and to access social media and online sites.

Assessors must satisfy the assessor requirements nominated in the Standards for Registered Training Organisations, or their successor, and must have workplace experience where they have applied the skills and knowledge covered in this unit of competency.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXOSM002 Maintain ethical and professional standards when using social media and online platforms

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to source information on, and work according to, a range of ethical and professional standards when using social media and online platforms for business purposes.

This key skill underpins effective performance when utilising social media and online platforms for diverse purposes. It applies to individuals working at all levels from operational personnel through to managers.

This unit applies to self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Online and Social Media

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Source information on the general impacts of social media.	1.1. Access and interpret information about the positive and negative impacts of social media. 1.2. Identify and evaluate the terms of service associated with social media platforms to identify requirements. 1.3. Determine how online harassment can occur via organisational sites and who may be targeted. 1.4. Determine how social media platforms share user information and identify impacts on users. 1.5. Evaluate ways to avoid negative impacts on users of organisational social media sites.
2. Comply with industry and organisational ethical and professional codes of conduct for online activities.	2.1. Identify industry codes of conduct, objectives and scope, and seek advice from relevant personnel on applicability to organisation. 2.2. Identify organisational online code of conduct, objectives and scope, and determine applicability to own job role. 2.3. Evaluate contents of codes of conduct and significance to own personal and work based online behaviours and communications. 2.4. Clarify content and compliance requirements of codes with relevant personnel. 2.5. Act according to professional values and principles outlined in codes, seeking advice when difficulties arise.
3. Maintain personal online presence consistent with organisational standards.	3.1. Determine differences between organisational and personal online presence. 3.2. Clearly differentiate between representing self and organisation during online activities. 3.3. Review and ensure personal online posts and activities do not damage reputation of organisation and those associated with it.
4. Protect customer privacy and maintain confidentiality of organisational information.	4.1. Access and interpret information on privacy regulations and scope of requirements. 4.2. Identify and interpret organisational privacy policies and procedures and determine applicability to own job role. 4.3. Collect, use, maintain and protect information provided by customers and others, according to privacy regulations and organisational policies and procedures. 4.4. Obtain and comply with permissions to publish images and text representing others. 4.5. Maintain confidentiality of sensitive organisational information and confirm information that can be released before publishing.
5. Source information on copyright.	5.1. Access and interpret information on copyright to determine what is and what is not protected by copyright. 5.2. Identify copyright owner’s exclusive rights to materials. 5.3. Determine permissions required to use copyright materials and how to obtain these.
6. Engage professionally with customers online.	6.1. Communicate with customers in a timely, professional and positive manner to enhance organisational reputation. 6.2. Respond to negative and potentially defamatory comments, complaints and conflicts sensitively, courteously and respectfully. 6.3. Minimise risk to self and organisational reputation by escalating conflict to relevant personnel.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret unfamiliar and complex information to determine regulatory requirements and organisational standards.
Writing skills to:	produce notes and summarise and record information in basic documents produce customer responses of varying complexity, using language suitable for purpose and audience.
Learning skills to:	proactively use opportunities to obtain and update knowledge of social media impacts and ethical and professional standards.
Technology skills to:	use computers or mobile devices and the Internet to search for and download information use software applications to create, update and store basic documents.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXOSM002 Maintain ethical and professional standards when using social media and online platforms

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

source and interpret information on:

terms of service for three different brands of social media, including information how those brands share user information

general impacts of social media on organisations and users, both positive and negative, from three different sources

cyberbullying and its impacts from three different sources

a suitable code of conduct for online activities relevant to the individual’s current or prospective industry

employment

an organisational code of conduct for online activities relevant to the individual’s current or prospective job

role, and obtain any required permissions for release

the overarching requirements of commonwealth privacy regulations and any applicable local state or territory privacy regulations relevant to the individual’s current or prospective industry employment

copyright in Australia; what it protects and does not protect, exclusive rights of owners and requirements for permissions

defamation via social media from three different sources

organisational criticism via social media; either customer or employee based

from information collected, provide an overview evaluation of each of the above topics

evaluate three situations involving personal online posts that present a risk to an organisation’s reputation and identify guidelines that could be used to avoid risk

respond professionally to customer communications covering:

a general product or service need, on two occasions

negative comment or complaint about organisational issues, products or services, on two occasions.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

at a fundamental level of understanding:

terms of service for common brands of social media; how they share user information and how this may impact on users

the general impacts of social media, both positive and negative:

impacts on organisation reputation

social impacts on users

meaning of harassment and cyberbullying and how this occurs and can escalate through use of social media

how bullying of employees and contractors can occur because of organisational connections and via organisational social media sites

organisational duty of care to protect individuals from cyberbullying and processes that can be taken to avoid and respond to incidents

the content of industry and organisational codes of conduct or policies for online activities, applicable to the individual’s context and the importance in guiding ethical and professional behaviours

boundaries of personal and professional online activities how personal posts and online presence can adversely affect organisational reputation and others associated with the organisation including: customers, suppliers, sponsors, donors etc.

methods that can be used to ensure personal posts are not assumed to be representing the organisation

a fundamental understanding of the key contents of:

commonwealth privacy law inclusive of the Australian Privacy Principles and how these regulate the collection, use, maintenance and secure storage of private customer information collected by private and government organisations

any state or territory privacy regulations relevant to the individual’s industry and work context

the content of organisational privacy policies and procedures, applicable to the individual’s industry context, and the importance in guiding ethical and professional behaviours

types of:

customer information generally considered to be sensitive and relevant to the individual’s work context

consents used when publishing information about others and their images

organisational information generally considered to be sensitive and deemed not for public release

at a fundamental level of understanding:

what copyright protects and does not protect

who can own copyright, and procedures used by owners to identify copyright

exclusive rights that owners have over their material and how this affects use of materials by others

permissions that are required to use materials and how to obtain

meaning of defamation, slander and libel and how this occurs and can escalate through use of social media

potential personal and organisational consequences of both receiving and making defamatory comments

differences between personal and professional online communication styles and choice of language

principles of positive and professional online communications that enhance customer engagement and organisational reputation

types of positive language and approaches that can be used when dealing with negativity, complaints and conflicts.

Assessment Conditions

This unit has been written to allow for application to any type of industry. Assessment must be customised according to the industry context of learners while ensuring that all skill and knowledge content is assessed, and all performance evidence is collected.

This unit and Assessment Requirements references customers as a generic term throughout. However, because different industries and organisations use different terms to describe their stakeholders, learners should use terms appropriate for their industry during assessment.

Assessment must ensure use of:

real workplace situations, or simulated activities, or case study scenarios that test aspects of this unit that involve customer communication

computers or mobile devices and the Internet to source information

terms of service published by social media brands

Australian Privacy Principles (or their successor) fact sheets

sample organisational privacy policies

sample industry and organisational documents relating to online and social media activities; including codes of conduct, policy statements or guidelines.

Assessors must satisfy the assessor requirements nominated in the Standards for Registered Training Organisations, or their successor, and must have workplace experience where they have applied the skills and knowledge covered in this unit of competency.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXOSM003 Use social media and online tools

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to implement the use of social media and online platforms for organisational purposes. It requires the ability to identify the objectives for online communications, create and post relevant content to promote engagement with the organisation, and to engage professionally with customers.

It applies to individuals who work at an operational level. They use discretion and judgement to take responsibility for work outcomes but actions are guided by plans, policies and procedures, supervisors and managers. Although an operational function, it can apply to small business owner operators who are responsible for a range of functions.

This unit applies to self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

SIRXOSM002 Maintain ethical and professional standards when using social media and online platforms

Competency Field

Online and Social Media

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe theessential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine organisational and communication requirements.	1.1. Access and interpret predetermined strategies and plans to guide activities. 1.2. Identify target audience and organisational objectives for social media or online communication. 1.3. Select social media and online platforms suited to communication objectives and target audience. 1.4. Access or create schedule of types and frequency of social media and online communications.
2. Prepare content.	2.1. Source and select organisational and external information to create content relevant to purpose. 2.2. Use language, style and tone suited to organisational image and target audience. 2.3. Check content for accuracy, currency and relevance for purpose. 2.4. Develop and format content in line with organisational guidelines. 2.5. Obtain required approvals before publication.
3. Utilise platform functions.	3.1. Utilise functions and templates provided by social media and online platforms to create posts. 3.2. Upload file types suited to communication requirements. 3.3. Create active links to organisational and external sites.
4. Promote engagement with organisation.	4.1. Curate and post content regularly or according to planned organisational schedule. 4.2. Create opportunities to attract user generated content. 4.3. Use posts during targeted campaigns.
5. Monitor sites and engage professionally with customers.	5.1. Monitor customer activity according to organisational schedule. 5.2. Communicate with customers in a timely, professional and positive manner to enhance organisational reputation. 5.3. Respond to negative comments and complaints sensitively, courteously and respectfully according to organisational policies and procedures. 5.4. Refer customer negative feedback to relevant personnel according to organisational policies and procedures.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret detailed familiar organisational guidelines, policies and procedures interpret and use relevant content from organisation documents of varying complexity.
Writing skills to:	create accurate and engaging content using language suitable for purpose and audience
Initiative and enterprise skills to:	identify opportunities to engage customers and promote exposure of the organisation through online activities.
Planning and organising skills to:	use plans and schedules to guide work activities and meet deadlines.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXOSM003 Use social media and online tools

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

utilise three different types of social media or online platforms for organisational communications

create and post content for six different communications and collectively use at least three different types of media files

create and post content for a further two communications for a targeted social media or online campaign and determine links that could be used to external sites

monitor customer engagement with posts and respond professionally to customer communications covering:

two positive comments

two negative comments

two questions

two complaints

respond to two issues of complaint or negativity that require escalation to relevant personnel.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisation’s core activities and customer base

different organisational purposes for use of social media and online platforms:

exposure through social media activity

building brand awareness, loyalty and an online community

marketing and advertising

information dissemination

promoting special offers and events

popularity of different categories and reach of particular brands of social media platforms and their key audiences

organisational guidelines, policies and procedures for:

content

online customer service including complaints resolution

privacy

gaining consent to publish information about others and their images

monitoring customer activity

characteristics of well written, appealing content for different social media platforms

functions of different social media and online platforms and how to use these to:

write and format text

upload different file types including text, PDF, photographs, videos, audio files

create active links

monitor customer activity

activate and respond to alerts

respond to customer commentary

principles of positive and professional online communications that enhance customer engagement and organisational reputation

types of positive language and approaches that can be used when dealing with negativity, complaints and conflicts

types of standard customer responses and when these might be used.

Assessment Conditions

This unit has been written to allow for application to any type of industry. Assessment must be customised according to the industry context of learners while ensuring that all skill and knowledge content is assessed, and all performance evidence is collected.

This unit and Assessment Requirements references customers as a generic term throughout. However, because different industries and organisations use different terms to describe their stakeholders, learners should use terms appropriate for their industry during assessment.

Assessment must ensure use of:

real workplace situations, or simulated activities, or case study scenarios that test aspects of this unit that involve customer and supervisor communication

computers or mobile devices and general software programs used to produce and schedule content

a range of social media and online platforms with access to functions used by organisations; these can be those used by a workplace or those established by a training organisation for the purpose of assessment

sample organisational guidelines, policies and procedures for:

content

online customer service including complaints resolution

privacy

gaining consent to publish information about and images of others

monitoring customer activity.

Assessors must satisfy the assessor requirements nominated in the Standards for Registered Training Organisations, or their successor, and must have workplace experience where they have applied the skills and knowledge covered in this unit of competency.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXOSM004 Analyse performance of social media and online business tools

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to use analytics tools to collect and analyse data on the performance of an organisation’s social media and online presence. It requires the ability to evaluate and present reports on the effectiveness of tools in engaging customers.

It applies to individuals who work independently or with limited guidance from others, including senior operational personnel, business unit managers and small business owner operators.

This unit applies to self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Online and Social Media

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify analytics tools and functions.	1.1. Obtain information on inbuilt analytics tools provided by social media and online platforms. 1.2. Search and identify external providers of analytics tools. 1.3. Identify types of available data and functions to assist with analysis. 1.4. Determine how specific data can be used to measure and improve customer engagement.
2. Collect and analyse data.	2.1. Determine data analysis needs, select analytics tools and collect and store relevant data according to organisational privacy procedures. 2.2. Filter, assess quality of data and clean data to ensure relevance to analysis. 2.3. Identify trends in quantitative performance through statistical analysis. 2.4. Evaluate qualitative information to identify patterns. 2.5. Monitor performance of social media and online presence regularly to ensure ongoing effectiveness.
3. Evaluate performance.	3.1. Assess quantitative and qualitative information against organisational objectives for use of social media and online platforms. 3.2. Determine success of online presence in engaging customers for general and targeted purposes. 3.3. Create and present reports on data analysis and evaluation, and include recommendations for future improvements. 3.4. Generate reports that protect sensitive information provided by customers.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret jargon specific to different types of social media and online analytics tools interpret the intent and extract relevant content of customer opinions.
Writing skills to:	produce cohesive data analysis and evaluation reports using language suitable for purpose and audience present factual information without ambiguity summarise and paraphrase a variety of customer opinions without altering meaning.
Numeracy skills to:	interpret numerical data of different complexity and complete routine calculations involving addition, subtraction, multiplication, division and percentages extract, evaluate and interpret numerical data from tables, charts and graphs interpret fundamental statistical information to draw conclusions.
Problem-solving skills to:	identify and clean inaccurate, duplicative and irrelevant data.
Initiative and enterprise skills to:	critically evaluate successes and failures of social media and online performance to suggest improvements.
Self-management skills to:	take responsibility for performance analysis from data collection through to evaluation and report presentation.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXOSM004 Analyse performance of social media and online business tools

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

utilise three different analytics tools for social media or other online platforms and collectively use inbuilt and external analytics tools

analyse, evaluate and report on the general performance of an organisation’s social media or online business tools over three successive reporting periods

analyse, evaluate and report on the performance of an organisation’s social media or online business tool when one specific communication or targeted campaign has been implemented

across all above analysis, evaluation and reporting activities, collectively cover:

page visits and how page was accessed

page likes or followers

reach of specific communication

engagement including; how many people liked, shared or commented on specific communications

day/s and time of day of engagement

audience demographics

qualitative evaluation of positive and negative comments

recommendations for future improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

types of inbuilt analytics tools provided by a range of social media and online platforms

a range of external analytics tools which provide data for individual and multiple social media and online platforms

types of data available to measure customer engagement, to include:

page visits and how page was accessed (directly or via other sites)

page likes

followers

reach of specific communication

engagement including; how many people liked, shared or commented on specific communications

video views and duration of view

day/s and time of day of engagement

audience demographics

functions provided by analytics tools to sort, analyse and report on customer engagement

data to be filtered, removed or amended, and reasons for these actions

meanings and purposes of quantitative and qualitative data and how these are analysed and reported

customer data that can be sensitive and organisational privacy procedures used to securely store

common reasons for analysing social media and online data and how data can be used to improve customer engagement:

creating content that elicits interest

creating content for a call to action

targeting specific audiences

scheduling communications

methods used to analyse and assess data:

measuring results against overarching business objectives and key performance indicators

measuring results of a targeted campaign against objectives and expectations

comparing historical results

measuring and comparing audience demographics for general site interaction and responses to communications

measuring customer actions

identifying and measuring positive and negative customer responses

identifying themes, patterns and relationships for qualitative information

evaluating information against:

a predetermined theory; or

an external cause for customer reactions

format and inclusions of data analysis and evaluation reports

methods used in reports that protect sensitive customer information

techniques used to draw and express conclusions and recommendations.

Assessment Conditions

This unit has been written to allow for application to any type of industry. Assessment must be customised according to the industry context of learners while ensuring that all skill and knowledge content is assessed, and all performance evidence is collected.

This unit and Assessment Requirements references customers as a generic term throughout. However, because different industries and organisations use different terms to describe their stakeholders, learners should use terms appropriate for their industry during assessment.

Assessment must ensure use of:

a range of social media and online platforms; these can be those used by a workplace or those established by a training organisation for the purpose of assessment

a range of inbuilt analytics tools provided by social media and online platforms

a range of external analytics tools which provide data for individual and multiple social media and online platforms

computers or mobile devices for accessing data and producing reports.

Assessors must satisfy the assessor requirements nominated in the Standards for Registered Training Organisations, or their successor, and must have workplace experience where they have applied the skills and knowledge covered in this unit of competency.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXOSM005 Develop a basic website for customer engagement

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan and build a basic website suited to organisation purposes and customer requirements. It requires the ability to plan and develop both the structure and content for the site, and to test and evaluate the site before it goes live.

It covers those skills needed by an organisation that chooses to develop its own site, using website building platforms, rather than using the services of information technology specialists.

It applies to individuals who work independently or with limited guidance from others, including senior operational personnel, business unit managers and, particularly to small business owner operators.

This unit applies to self-employed individuals, and owners and employees of any type of organisation including commercial, not-for-profit and government organisations.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Online and Social Media

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Plan website structure.	1.1. Determine website purpose, structure and style to suit target customer audience requirements. 1.2. Identify required functions, capabilities and security requirements which meet website purpose. 1.3. Determine need for interactive forms and functions to capture customer information and maximise customer interaction. 1.4. Plan layout and navigation flow for appearance, readability, links and ease of use. 1.5. Document structure to facilitate efficient development. 1.6. Research and select website building software applications and hosting services based on website requirements. 1.7. Identify current and future website functionality, and compatibility of software applications to ensure add-ons can be achieved.
2. Develop website content.	2.1 Select and evaluate information to create relevant website content consistent with organisational policy for information that can be publicly shared 2.2 Design interactive forms and user functionality to capture required information. 2.1. Create and utilise a list of key words to promote and ensure search engine optimisation. 2.2. Use language, style and tone suited to organisational brand, image and target audience. 2.3. Select non-text content features to complement website text. 2.4. Check content for accuracy, currency and relevance.
3. Create website pages.	3.1. Utilise functions and templates provided by website building software to create pages and effective navigation. 3.2. Select page titles and key words that reflect purpose and can be easily understood by audience. 3.3. Utilise key words throughout site to maximise traffic to website and targeted content. 3.4. Incorporate non-text content features to enhance page presentation. 3.5. Create interactive forms and functions to capture customer information and maximise interaction. 3.6. Develop linked webpages and ensure links are clearly named and unambiguous. 3.7. Use consistent design features across all pages for ease of readability and navigation. 3.8. Upload files to web hosting service according to technical requirements.
4. Test and critically evaluate website before site goes live.	4.1. Test all website functions and navigation to confirm operational status and ease of use. 4.2. Test useability of interactive forms and functions. 4.3. Check accuracy of content and evaluate design for appeal and match to organisation image. 4.4. Run test searches to ensure key words are driving traffic to the site and targeted content. 4.5. Adjust content, design, key words and navigation flow to ensure website is fit for purpose and meets organisation image requirements.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret unfamiliar jargon and directions of different complexity found website platform building software interpret the intent of and extract relevant content from organisational documents.
Writing skills to:	produce cohesive website content using clear and detailed language suitable for purpose and audience create content of online forms to elicit the required information using relevant headings and questions in a logical sequence.
Planning and organising skills to:	coordinate multiple elements involved in developing a website in a logical and time efficient sequence.
Self-management skills to:	critically evaluate own work to improve website content and functionality take responsibility for development of website from information collection through to evaluation before site goes live.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXOSM005 Develop a basic website for customer engagement

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

plan for and build one basic website, to the point of publication, suited to identified purpose and customer requirements

integrate at least three of the following functions into the website structure:

search facility

interactive fillable forms

uploading and downloading information

active links to other sites

links to drive navigation to featured content

chat facilities for provision of information

facilities for customer feedback, testimonials and commentary on content

security of customer and organisational information

utilise at least four of the following design features into the website to create appeal and ease of readability and access:

coloured frames and banners

different fonts and colours for headings and text

lists using numbers and bullet points

images

videos

animations

sound files

tables, graphs or charts

test all functions and links built into the website on two different devices before the site goes live

evaluate content, design and useability, for two different devices, and identify three areas of potential change to be considered before the site goes live.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role of a website in the communications or marketing mix for particular types of organisations

common functions provided by basic websites and how these can be effectively used for different organisational purposes:

search facility

interactive fillable forms

uploading and downloading information

active links to other sites including social media pages

chat facilities for provision of information

facilities for customer feedback, testimonials and commentary on content

security of:

customer private and financial information including through password protection

images and information owned by website operator

collection of data on traffic and user interaction with site

a range of website building software providers including website functionality provided, advantages and disadvantages, and associated costs

compatibility issues that can occur between different types of website building software applications

types of available templates including how to access and build into a website

how interactive fillable forms work and how information collected is provided to the website operator

features of effective website layout and navigation flow

functions that can be used to drive navigation to featured content and external web pages:

highlighted, coloured and underlined words

pop up messages

hyperlink text and tags in hypertext markup language (HTML)

general principles for effective website design and how the following design features can be used to create appeal, ease of readability and access:

consistency across pages

coloured frames and banners

headings

different fonts and colours

lists using numbers and bullet points

images, videos, animations and sound files

tables, graphs and charts

navigation tabs with simple directive language relevant to purpose

how to make web content more accessible to people with disability and they key content of published accessibility guidelines

techniques for manipulating digital images and graphics, and their insertion into a website

principles of search engine optimisation (SEO) and how traffic is driven to websites through use of:

key words and density on the page

organic searches

features of browsers, search engines and web crawlers, and how they impact on website design, decisions and meta-tags

how web hosting services operate, a range of services offered by providers and associated costs

how to obtain and register a domain name and what services are generally included as part of registration

methods used to test newly developed websites, prior to site going live, and logical sequence of testing.

Assessment Conditions

This unit and Assessment Requirements references customers as a generic term throughout. However, because different industries and organisations use different terms to describe their stakeholders, learners should use terms appropriate for their industry during assessment.

Learners can develop a website for actual organisational use or one for the purposes of assessment.

Assessment must ensure use of:

computers and mobile devices for the development and testing of website

website building software applications.

Assessors must satisfy the assessor requirements nominated in the Standards for Registered Training Organisations, or their successor, and must have workplace experience where they have applied the skills and knowledge covered in this unit of competency.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXOSM006 Develop and manage social media and online strategies

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop and implement the overall strategy for an organisation’s online presence and for individual strategies for targeted campaigns.

It requires the ability to develop social media and online content guidelines, policies and procedures to implement and evaluate strategies.

It applies to individuals who work at a senior level who operate independently, can have responsibility for others and are responsible for making a range of operational and strategic decisions.

This unit applies to self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

SIRXOSM002 Maintain ethical and professional standards when using social media and online platforms

Competency Field

Online and Social Media

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine social media or online requirements.	1.1. Confirm core activities, customer base, organisational values and current direction. 1.2. Determine organisational objectives for use of social media and online platforms. 1.3. Assess the need for particular platform functions to service target audience and organisational requirements. 1.4. Select social media and online platforms suited to organisational objectives and target audience requirements.
2. Develop social media or online strategy.	2.1. Determine types and frequency of social media and online communications to match specific objectives. 2.2. Identify which social media and online platforms will be utilised for communications and audiences. 2.3. Establish key performance indicators and evaluation criteria to measure effectiveness of social media or online activities. 2.4. Identify methods to analyse performance and establish a schedule for regular analysis, evaluation and reporting. 2.5. Determine implementation budget, roles and responsibilities and allocate to personnel.
3. Develop content guidelines.	3.1. Determine guidelines for use of appropriate language and tone for outbound communications and customer interactions. 3.2. Develop standard responses for customer interactions. 3.3. Establish standards for use and formatting of text and images. 3.4. Determine parameters for appropriate and inappropriate content and what organisational and customer information can and cannot be published. 3.5. Establish content approvals process and designate levels of authority to personnel. 3.6. Communicate content guidelines to personnel.
4. Develop and document policies and procedures.	4.1. Develop policies for customers of organisational social media and online sites. 4.2. Develop organisational policies and procedures to guide activities of personnel. 4.3. Communicate policies, procedures and expectations to personnel and customers.
5. Implement strategy.	5.1. Develop action plans for implementing overall strategy and individual campaigns. 5.2. Prepare a schedule documenting planned social media and online activities. 5.3. Identify and communicate priorities, key responsibilities, targets and timelines. 5.4. Monitor organisation’s social media and online activity and drive implementation.
6. Evaluate strategy.	6.1. Assess reports on data analysis and evaluation. 6.2. Evaluate social media and online activity against strategy, key performance indicators and reports. 6.3. Determine and report on success of online presence in engaging customers for general and targeted purposes. 6.4. Monitor, regularly, changes to social media and online platform functionality to determine impacts on strategy. 6.5. Modify and continuously improve current and future strategies according to evaluation and changing platform functionality.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret complex and unfamiliar information.
Writing skills to:	produce comprehensive plans, policies and procedures using clear and detailed language that can be easily understood by personnel operating at different levels of seniority produce standard customer responses of varying complexity, using language suitable for purpose and audience.
Numeracy skills to:	interpret fundamental statistical information from performance reports to draw conclusions.
Initiative and enterprise skills to:	identify opportunities to engage customers and promote exposure of the organisation through online activities.
Planning and organising skills to:	coordinate multiple elements involved in developing and implementing online strategies in a logical and time efficient sequence produce and use cohesive action plans to guide implementation of online strategies for self and team members.
Self-management skills to:	take responsibility for strategy development from initial planning through to implementation and evaluation critically evaluate successes and failures of strategies to initiate improvements.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXOSM006 Develop and manage social media and online strategies

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop and implement two strategies tailored to a particular organisation:

one overall strategy for an organisation’s online presence

one strategy for one targeted social media or online campaign

evaluate and report on the performance of an organisation’s social media or online strategy over three successive reporting periods

evaluate and report on the performance of an organisation’s social media or online strategy for one targeted campaign

develop and communicate written content guidelines covering the following issues:

use of appropriate language for outbound communications and customer interactions

four standard responses tailored to different types of customer interactions

at least three types for each of the following:

organisational information that can be published

organisational information that cannot be published

customer information that can be published

customer information that cannot be published

four formatting standards

approvals process and authority

develop and communicate the following written policies and procedures:

acceptable use policy for customers of organisational social media and online sites

online customer service policy including complaints resolution procedures

privacy policy

procedure to gain consent to publish information about and images of others

security policy for online activities.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisation’s core activities, customer base, values and current direction

different organisational purposes for use of social media and online platforms:

exposure through social media activity

building brand awareness, loyalty and an online community

marketing and advertising

information dissemination

popularity of different categories and reach of particular brands of social media platforms and their key audiences

different functions provided by social media and online platforms and how the choice of platforms relates to organisational objectives

roles of different personnel in the implementation of social media and online activities

key performance indicators:

principles and purpose

importance of alignment to objectives

how to effectively express and document

how to use in conjunction with data analysis and evaluation reports to evaluate success of online strategy

common formats and styles for:

content guidelines and style guides

policies and procedures

action plans and schedules

purpose and typical inclusions of a range of customer and staff focussed guidelines, policies and procedures:

content guidelines

acceptable use for users of organisational social media and online sites

online customer service including complaints resolution

privacy

gaining consent to publish information about and images of others

security for online activities

for the particular industry, examples of best practice online policies and procedures including any templates issued by industry associations and other bodies

for standard customer responses:

purpose

commonly used responses

when different types would be used.

Assessment Conditions

This unit has been written to allow for application to any type of industry. Assessment must be customised according to the industry context of learners while ensuring that all skill and knowledge content is assessed, and all performance evidence is collected.

This unit and Assessment Requirements references customers as a generic term throughout. However, because different industries and organisations use different terms to describe their stakeholders, learners should use terms appropriate for their industry during assessment.

Assessment must ensure use of:

comprehensive information about the operation of a real or simulated organisation to determine its characteristics and needs for the development of tailored social media or online strategies, guidelines, policies and procedures

real workplace performance data, or data for a simulated organisation to allow evaluation of an organisation’s social media or online strategies

real workplace situations, or simulated activities, or case study scenarios that test aspects of this unit that involve team communication

computers and general software programs used to produce system documents

a range of social media and online platforms with access to functions used by organisations; these can be those used by a workplace or those established by a training organisation for the purpose of assessment.

Assessors must satisfy the assessor requirements nominated in the Standards for Registered Training Organisations, or their successor, and must have workplace experience where they have applied the skills and knowledge covered in this unit of competency.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXOSM007 Manage risk to organisational reputation in an online setting

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop and implement processes for managing risks to an organisation’s reputation associated with social media and online engagement, including the impacts of online negative commentary, complaints and criticism.

It requires the ability to develop a social media crisis management plan and other processes to monitor and respond to issues and incidents.

It applies to individuals who work at a senior level who operate independently, can have responsibility for others and are responsible for making a range of operational and strategic decisions.

This unit applies to self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Online and Social Media

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify risks to organisational reputation and plan control measures.	1.1. Identify risks to organisational reputation associated with social media and online presence, including any security risks. 1.2. Develop social media and online crisis management plan to deal with damaging issues and incidents.
2. Establish processes for monitoring customer commentary, feedback and criticism.	2.1. Determine a schedule for monitoring organisation’s social media and online sites and external review pages. 2.2. Allocate responsibility to personnel or external providers for consistently and regularly monitoring sites. 2.3. Register organisation for alerts provided by social media and review platforms. 2.4. Establish a schedule for analysing online performance using analytics tools.
3. Develop policies and procedures for response.	3.1. Establish standards for use of appropriate language and tone for responding to both positive and negative comments. 3.2. Develop standard responses that can be used for common circumstances. 3.3. Designate response times in policies and procedures.
4. Manage organisational reputation.	4.1. Take responsibility for resolution of complex and difficult customer interactions. 4.2. Utilise functions provided by social media and review platforms to manage persistent and damaging interactions. 4.3. Assess performance reports regularly to identify systematic communication issues and implement improvements. 4.4. Assess escalating issues and implement crisis management processes to minimise impacts.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret the intent and extract relevant content of customer opinions expressed with differing levels of clarity.
Writing skills to:	produce comprehensive plans, policies and procedures using clear and detailed language that can be easily understood by personnel operating at different levels of seniority produce customer responses of varying complexity, using language suitable for purpose and audience.
Numeracy skills to:	interpret fundamental statistical information from performance reports to draw conclusions.
Self-management skills to:	critically analyse issues and incidents to determine appropriate individual and systematic responses.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXOSM007 Manage risk to organisational reputation in an online setting

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

for a particular organisation, identify significant risks to reputation and develop one social media and online crisis management plan to deal with potential damaging issues and incidents

develop and communicate written policies and procedures covering all of the following issues:

schedule for monitoring social media and online, and external review pages

schedule for analysing and assessing online performance data

designated response times for customer compliments, complaints, negative commentary and bad reviews

standard responses that can be used for common circumstances, including holding responses

guidelines on the use of appropriate language for responding to positive and negative comments

issues that should be escalated and referred to managers

guidelines for removing comments, and reporting, blocking and banning users

respond to customer communications covering:

two escalated complaints, giving consideration to previous organisational communications, and take measures to resolve

two bad reviews

implement crisis management processes in response to one crisis, including allocation of responsibilities to personnel.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common risks to an organisation’s reputation in an online setting:

customer complaints in a public setting

bad reviews

untrue or highly exaggerated comments about a customer and organisation interaction

criticism of organisation’s brand, values, products or services

commentary by others not involved but supporting complainants or showing bias

comments that accuse organisation of illegal acts

online personal communications of others associated with the organisation that are incompatible with organisation’s brand values and image including: staff, contractors, suppliers, sponsors, donors etc.

overt or implied criticism of the organisation by current or past personnel

online attacks by activists deliberately targeting the organisation

common security risks:

hacking of accounts

spam messages and content with dangerous links

threats to property, personnel and others associated with the organisation

specific to the particular industry, types of reputational and security risks

common formats and inclusions of policies and procedures

for crisis management:

difference between a problem and a crisis and common crisis scenarios

format and common inclusions of social media crisis management plans

typical actions taken by organisations during a crisis response

roles typically allocated to personnel at different levels of seniority and to external providers

analytics functions provided by social media and review platforms that can assist in identifying and managing risk to organisational reputation

monitoring and alert functions provided by social media and review platforms and how these operate

reasons to consistently monitor social media and review sites and common schedules

types of monitoring services offered by external providers and benefits of engaging

the importance of timely responses for:

managing complaints and negative reviews

answering enquiries to avoid complaints

compliments to ensure customer feels valued, not ignored and how responses can add value to reputation

types of standard responses that can be provided and the role of a holding response

organisational chain of command for responding to and managing:

compliments

complaints and criticism

crises

reasons for and advantages of resolving complaints off line

functions provided by social media and review platforms to manage persistent and damaging interactions, how these operate and factors to consider before implementing:

removal of comments

reporting

blocking and banning users

signs, stages and levels of conflict, and techniques used to resolve at various stages of escalation

principles of positive and professional online communications that minimise risk to organisational reputation

types of positive language and approaches that can be used when dealing with negativity, complaints and conflicts.

Assessment Conditions

This unit has been written to allow for application to any type of industry. Assessment must be customised according to the industry context of learners while ensuring that all skill and knowledge content is assessed, and all performance evidence is collected.

This unit and Assessment Requirements references customers as a generic term throughout. However, because different industries and organisations use different terms to describe their stakeholders, learners should use terms appropriate for their industry during assessment.

Assessment must ensure use of:

real workplace situations, or simulated activities, or case study scenarios that test aspects of this unit that involve customer and team communication

computers and general software programs used to produce system documents and schedules

a range of social media and online platforms with access to functions used by organisations including monitoring and alert functions; these can be those used by a workplace or established by a training organisation for the purposes of assessment

analytics tools and reports provided by social media and online platforms.

Assessors must satisfy the assessor requirements nominated in the Standards for Registered Training Organisations, or their successor, and must have workplace experience where they have applied the skills and knowledge covered in this unit of competency.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

BSBCUE301 Use multiple information systems

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to-date customer information.

It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Stakeholder Relations – Customer Engagement

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Access a range of information systems	1.1 Efficiently logon to information systems 1.2 Navigate screens efficiently to locate displays and information relevant to role 1.3 Use a database management system (DBMS) to control data access, enforce data integrity, manage concurrency, and access information 1.4 Manage use of information systems efficiently according to organisational requirements
2 Process customer information using multiple information systems	2.1 Analyse customer enquiry to identify information needs 2.2 Identify information systems required to satisfy information needs 2.3 Use information systems according to organisational processes to complete customer enquiry or transaction 2.4 Record customer information in information systems to complete customer enquiry or transaction 2.5 Use the shortest reasonable pathways to navigate between and within information systems 2.6 Maintain contact and communication with customer while operating information systems 2.7 Verify information with customer to complete transaction
3 Identify and rectify information system and processing errors	3.1 Identify errors in information system, relevant to role 3.2 Analyse errors for impact on information system and customers 3.3 Identify source of errors, where possible 3.4 Consult with stakeholders to identify actions to rectify errors 3.5 Arrange rectification and confirm amendments are accurate 3.6 Inform customers of errors and take necessary action 3.7 Identify information system faults and notify relevant personnel according to policy 3.8 Recommend procedural change according to policy

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	2.1, 3.5	Recognises and interprets information to determine and confirm customer requirements
Writing	2.4, 3.7	Records information accurately using clear language and appropriate terminology
Oral Communication	2.1, 2.6, 2.7, 3.4-3.6	Articulates requirements clearly using specific and relevant language suitable to audience Uses appropriate tone, pace and listening and questioning to elicit information and confirm understanding
Navigate the world of work	1.4, 2.3, 3.7, 3.8	Recognises and follows explicit organisational policies and procedures when using information systems, notifying faults and making recommendations for change
Interact with others	2.6, 2.7, 3.4, 3.6, 3.7	Identifies and follows accepted communication practices and protocols when collecting, providing and verifying information in a service context or in consultation with colleagues and stakeholders
Get the work done	1.1-1.3, 2.1, 2.2, 2.5, 3.1-3.3, 3.5, 3.7	Selects from a range of predetermined options in routine customer inquiry situations, identifying and taking some situational factors into account Recognises and takes responsibility for identifying and addressing information system errors and their sources Uses familiar digital systems and tools to access, organise, analyse, display and amend information Recognises some general design and operating principles of digital tools and uses these when troubleshooting

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBCUE301 Use multiple information systems	BSBCCO301B Use multiple information systems	Updated to meet Standards for Training Packages Code changed to reflect industry practice	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBCUE301 Use multiple information systems

Modification History

Release	Comments
Release 1	This version first released with Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

access, use and manage information systems to organisational requirements

navigate systems to locate information required to complete customer inquiry or transaction

identify and rectify information system and processing errors to established procedures and policies

provide service to customers in accordance with organisational and regulatory requirements.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain computer and system troubleshooting principles

identify enterprise business systems and operating platforms relevant to role

identify enterprise policies, procedures and guidelines regarding use and security of information systems

explain operation of social networking websites

explain escalation process for reporting information technology issues.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the stakeholder relations – customer engagement field of work and include access to:

relevant standards and guidelines for use of systems

workplace information and data

quality assurance and system user error reports

troubleshooting and escalation reports

a work environment to observe operation of systems.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBCUE304 Provide sales solutions to customers

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to process sales enquiries requiring complex solutions, and to follow up to ensure customer satisfaction.

It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Stakeholder Relations – Customer Engagement

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Identify customer needs	1.1 Question customers in detail and listen actively to determine product and service requirements 1.2 Verify and agree customer needs with customer 1.3 Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to closing of the sale and customer understanding and decision-making 1.4 Identify customer’s financial limitations 1.5 Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer
2 Respond to customer needs	2.1 Prepare, present and discuss estimates and quotes with customer, as role permits 2.2 Fully explain benefits of various options and pricing structures to customer 2.3 Give customer opportunity to question options and quotes provided 2.4 Promote advantages of dealing with the organisation 2.5 Manage customer objections effectively by promoting specific benefits
3 Close sales	3.1 Agree on product or service to be purchased with customer 3.2 Establish customer’s preferred purchase and payment arrangements 3.3 Finalise documentation relating to sale and forward to customer for agreement and signature 3.4 Negotiate and arrange payment method with customer 3.5 Conduct appropriate credit checks 3.6 Clearly record delivery/installation arrangements as agreed with customer 3.7 Comply with relevant legislation, codes, regulations and standards during engagement and sale
4 Input sales records	4.1 Fully record details of sale 4.2 Amend existing customer records where appropriate 4.3 Initiate invoices according to organisational policy 4.4 Organise delivery/installation according to organisational policy
5 Provide sales support where required	5.1 Verify customer satisfaction after delivery/installation 5.2 Identify additional action to satisfy customer needs 5.3 Initiate action in an efficient and timely manner

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.3	Recognises and interprets textual information from relevant sources to determine customer requirements
Writing	3.3, 3.6, 4.1-4.3	Prepares specific information, in formats required by organisation, to conduct and close sales
Oral Communication	1.1-1.3, 2.1-2.3, 3.1, 3.2, 3.4, 3.6, 5.1	Articulates clearly using specific and relevant language suitable to audience to convey requirements, and listening and questioning to confirm understanding Elicits views and opinions of others by listening and questioning
Numeracy	1.4, 2.1, 2.2, 3.4, 3.5	Interprets numerical information and applies basic mathematical calculations relating to estimates and quotes Extracts, evaluates and compares numerical information
Navigate the world of work	3.7, 4.4	Takes personal responsibility for adherence to legal/regulatory requirements and organisational policy in planning and undertaking work
Interact with others	1.1-1.5, 2.1-2.5, 3.1, 3.2, 3.4, 5.1, 5.2	Selects and uses appropriate conventions and protocols when communicating with customers and relevant authorities Recognises importance of establishing rapport to engage customers and provide effective service solutions in complex situations
Get the work done	1.3, 2.1, 3.3, 3.5, 3.6, 4.1-4.4, 5.1-5.3	Plans and implements customer sales tasks, accepting stated goals and aiming to achieve them efficiently Uses systematic, analytical processes to gather relevant credit information Recognises and takes responsibility for anticipating and addressing predictable problems to achieve customer satisfaction promptly Uses familiar digital systems and tools to access, organise, analyse, record and display information relevant to customer sales activities

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBCUE304 Provide sales solutions to customers	BSBCCO304C Provide sales solutions to customers	Updated to meet Standards for Training Packages Code changed to reflect industry practice	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBCUE304 Provide sales solutions to customers

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

recommend product or service to match customer need with a clear explanation of price and payment options

apply appropriate credit checks

organise customer payment and delivery details

record sales, payments and delivery arrangements

provide after sales service.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain estimate and quote procedures

outline marketing and sales principles and practices

identify organisational pricing policies

identify organisational protocols associated with customer service and sales

identify statutory, regulatory and legislative requirements related to providing sales solutions to customers.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the stakeholder relations – customer engagement field of work and include access to:

relevant standards, guidelines and legislation, workplace information and data

relevant office resources and equipment

a work environment or simulated customer contact centre to observe interaction with customers.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBCUS401 Coordinate implementation of customer service strategies

Modification History

Release	Comments
Release 2	This version released with BSB Business Services Training Package Version 2.0 Version created to clarify assessment conditions
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies.

It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Stakeholder Relations – Customer Service

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Advise on customer service needs	1.1 Clarify and accurately assess customer needs using appropriate communication techniques 1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements 1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery 1.4 Use business technology and/or online services to structure and present information on customer service needs
2 Support implementation of customer service strategies	2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups 2.2 Identify and allocate available budget resources to fulfil customer service objectives 2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements 2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
3 Evaluate and report on customer service	3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements 3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups 3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies 3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.2, 1.4, 2.3, 3.1	Reviews textual information and comprehends details that relate to the interests or requirements of the client and organisation
Writing	1.4, 3.3, 3.4	Creates a range of formal texts using structure, grammar and clear and specialised language to describe customer needs, maintain information and support a particular position
Oral Communication	1.1, 1.3, 2.1, 2.4, 3.2	Uses pace, intonation, intelligible pronunciation and listening and questioning techniques to interact effectively with others
Numeracy	2.2	Recognises and interprets numerical information and performs calculations on familiar mathematical information
Navigate the world of work	1.2, 2.3, 3.1, 3.2	Recognises and applies organisational protocols and meets expectations associated with own work
Interact with others	1.1, 1.3, 2.1, 2.4, 3.2, 3.3	Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role Uses a range of strategies to establish a sense of connection and build rapport with customers Collaborates with others contributing knowledge and skills to achieve joint outcomes
Get the work done	1.2, 1.4, 2.3, 3.1- 3.4	Applies formal and logical processes when planning and implementing tasks Applies standard procedures when responding to familiar problems within own work context Uses digital technologies to access, organise, present and store information relevant to own role

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBCUS401 Coordinate implementation of customer service strategies Release 2	BSBCUS401 Coordinate implementation of customer service strategies Release 1	Updated to clarify assessment conditions	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBCUS401 Coordinate implementation of customer service strategies

Modification History

Release	Comments
Release 2	This version released with BSB Business Services Training Package Version 2.0. Version created to clarify assessment conditions
Release 1	This version first released with Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

identify the needs and priorities of the organisation in delivering services to customers

diagnose problems in delivery of customer service

respond to and report on customer feedback and complaints

review client satisfaction using verifiable data

consult and communicate effectively with relevant people

develop and implement strategies and methods to improve customer service delivery including:

budgeting

promotion to staff

documentation and follow up.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

outline the principles of customer service

explain sources of information and techniques for identifying customer needs and reviewing customer satisfaction

explain the organisational business structure, products and services related to customer service

describe product and service standards and best practice models.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

office equipment

business technology

organisational policies and procedures for customer service

examples of customer complaints and feedback

client satisfaction data

case studies and, where possible, real situations

interaction with others.

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

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBDES301 Explore the use of colour

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to explore the use of colour and to apply colour theory.

It applies to individuals whose work involves understanding and applying the effective use of colour.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Design – Design Process

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Source information on colour and colour theory	1.1 Identify and access sources of information on colour and colour theory 1.2 Evaluate and collate information to build knowledge of colour and its application in different contexts
2 Experiment with colour	2.1 Test different colours and colour-combinations through experimentation 2.2 Use own ideas as a way of testing, challenging or confirming colour theory 2.3 Ensure safe use of materials, tools and equipment during experimentation with colour
3 Communicate concepts and ideas through use of colour	3.1 Investigate how colour might be used to communicate a particular idea or concept 3.2 Select materials, tools and equipment relevant to the idea or concept 3.3 Apply colour to communicate the concept or idea based on own knowledge of colour and colour theory 3.4 Review and reflect on own use of colour and what it communicates 3.5 Seek and obtain feedback from others about the way colour has been used and its success in communicating the concept or idea 3.6 Present and store work any samples in a way which takes account of the need for professional presentation and potential relevance for future work

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1, 1.2, 2.3, 3.1	Evaluates and integrates facts and descriptions of colour from a range of texts including text embedded in visual media
Writing	1.2, 3.6	Produces a range of text types using appropriate vocabulary, grammatical structure and conventions Applies basic referencing and sequencing of professional and archival resources
Oral Communication	1.1, 3.5	Presents ideas, asks questions and listens, to seek feedback or generate ideas
Numeracy	2.1	Selects and uses mathematical information for measurement and volume
Navigate the world of work	2.3	Takes some personal responsibility for adherence to legal and regulatory requirements with specific reference to safety
Get the work done	1.1, 1.2, 2.1, 2.2, 3.1-3.4, 3.6	Plans, sequences and implements tasks required to achieve outcomes Takes responsibility for routine low-impact decisions within familiar situations Evaluates effectiveness of decisions on how well they meet stated goals Contributes to the design of new approaches within immediate work environment Follows routine procedures for using digital technology to enter, store and retrieve information directly relevant to role

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBDES301 Explore the use of colour	BSBDES301A Explore the use of colour	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBDES301 Explore the use of colour

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

research information on colour and colour theory to inform work

experiment with different colours and techniques to communicate a concept or idea

review completed work and present and store samples for future reference.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain colour attributes and colour relationships

describe and interpret different colour theories and their applications in different contexts

describe individual interpretation and choice in relation to the use of colour, and the potential limitations of theory

identify different materials, tools and equipment required to experiment with colour

describe ways other practitioners use colour in their work.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the design process field of work and include access to:

office equipment and resources

materials, resources and equipment needed to apply colour in the relevant work context.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBDES302 Explore and apply the creative design process to 2D forms

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to explore and creatively apply the design process to the development of two-dimensional (2D) forms.

It applies to individuals who apply the creative design process to the development of 2D forms. The unit underpins many other specialised design units.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Design – Design Process

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Source information on 2D design	1.1 Identify and access relevant sources of information on 2D design 1.2 Evaluate and collate information to build knowledge of 2D design
2 Explore the creative design process for 2D forms	2.1 Use creative thinking techniques to generate a range of ideas and options 2.2 Use experimentation to explore and challenge a range of different ideas 2.3 Challenge assumptions, reflect on ideas and refine approaches 2.4 Consciously change perspective, and evaluate ideas and situations in new ways
3 Communicate concepts or ideas through application of design processes to 2D forms	3.1 Investigate and reflect on how a particular concept or idea might be communicated in 2D 3.2 Select materials, tools and equipment relevant to the realisation of the concept or idea 3.3 Apply a creative design process to produce a range of 2D concept realisations 3.4 Reflect on own application of design process and success in communicating the concept or idea 3.5 Seek and obtain feedback from others about the 2D form and its success in communicating the concept or idea 3.6 Present and store concept realisations or samples in a format which takes account of the need for professional presentation and the work’s potential value for future jobs

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1, 1.2, 3.1	Interprets textual information from relevant sources to determine and adhere to requirements
Writing	2.1, 3.6	Produces a range of text types using appropriate vocabulary, grammatical structure and referencing conventions
Oral Communication	2.1, 2.2, 2.3, 3.5	Participates in verbal exchanges using vocabulary, style and tone appropriate to audience Uses listening techniques to clarify understanding
Numeracy	3.1, 3.3, 3.5	Performs mathematical calculations to produce 2D designs
Get the work done	1.1, 1.2, 2.1-2.4, 3.1-3.4, 3.6	Plans and organises tasks required to achieve required outcomes Identifies ideas in use in other contexts and considers how they might be applied in own context Selects new ideas that may improve a process in immediate work context Takes responsibility for routine low-impact decisions within familiar situations Evaluates effectiveness of decisions on how well they meet stated goals

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBDES302 Explore and apply the creative design process to 2D forms	BSBDES302A Explore and apply the creative design process to 2D forms	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBDES302 Explore and apply the creative design process to 2D forms

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

produce a range of samples or concept realisations which demonstrate creative thinking techniques and experimentation processes based on available resource materials

review own work to determine future improvements.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

identify creative thinking techniques that can be used as part of the design process

describe the elements and principles of design as applied to twodimensional (2D) forms

list materials, tools and equipment required for the design of 2D forms in the relevant work context

describe the notion of individual interpretation and choice within the design process

explain the particular challenges that may arise in the design of 2D forms.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the design process field of work and include access to the materials, resources and equipment needed to apply design processes to 2D forms.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBDES303 Explore and apply the creative design process to 3D forms

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to explore and creatively apply the design process to the development of three-dimensional (3D) forms.

It applies to individuals who work under supervision and apply an understanding of the design process using discretion and judgement.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Design – Design Process

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Source information on 3D design	1.1 Identify and access relevant sources of information on 3D design 1.2 Evaluate and collate information to build knowledge of 3D design
2 Explore the creative design process for 3D forms	2.1 Use creative thinking techniques to generate a range of ideas and options 2.2 Use experimentation to explore and challenge a range of different ideas 2.3 Challenge assumptions, reflect on ideas and refine approaches 2.4 Consciously change perspective, and evaluate ideas and situations in new ways
3 Communicate concepts or ideas through application of design processes to 3D forms	3.1 Investigate and reflect on how a particular concept or idea might be communicated in 3D form 3.2 Select materials, tools and equipment relevant to the realisation of the concept or idea 3.3 Apply a creative design process to produce a range of 3D concept realisations 3.4 Reflect on own application of design process and success in communicating the concept or idea 3.5 Seek and obtain feedback from others about the 3D form and its success in communicating the concept or idea 3.6 Present and store concept realisations or samples in a format which takes account of the need for professional presentation and the work’s potential value for future jobs

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1, 1.2, 3.1	Interprets textual information from relevant sources to determine and adhere to requirements
Writing	2.1, 3.6	Produces a range of text types using appropriate vocabulary, grammatical structure and referencing conventions
Oral Communication	2.1-2.3, 3.5	Participates in verbal exchanges using vocabulary, style and tone appropriate to audience Uses listening techniques to clarify understanding
Numeracy	3.1, 3.3, 3.5	Performs mathematical calculations required to produce 3D concept designs
Get the work done	1.1, 1.2, 2.1-2.4, 3.1-3.4, 3.6	Plans and organises tasks required to achieve outcomes Identifies ideas in use in other contexts and considers how they might be applied in own context Selects and adopts new ideas to improve a process in immediate work context Takes responsibility for routine low-impact decisions within familiar situations Evaluates effectiveness of decisions on how well they meet stated goals

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBDES303 Explore and apply the creative design process to 3D forms	BSBDES303A Explore and apply the creative design process to 3D forms	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBDES303 Explore and apply the creative design process to 3D forms

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

produce a range of samples or concept realisations which demonstrate creative thinking techniques and experimentation processes based on available resource materials for three-dimensional (3D) forms

review own work to determine future improvements.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

identify creative thinking techniques that can be used as part of the design process

describe the elements and principles of design as applied to 3D forms

list materials, tools and equipment required for the design of 3D forms in the relevant work context

describe the notion of individual interpretation and choice within the design process

explain the particular challenges and issues in the design of 3D forms

outline the relationships between form and space.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the design process field of work and include access to the materials, resources and equipment needed to apply design processes to 3D forms.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBDES305 Source and apply information on the history and theory of design

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to source information on design history and theory, and to apply that information in the individual’s design work.

It applies to individuals who work in design and need to develop and maintain a general knowledge of design history and theory.

More complex research into design theory and design trends is covered by BSBDES602 Research global design trends and BSBDES801 Research and apply design theory.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Design – Design Process

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Collect information on design history and theory	1.1 Identify and access relevant sources of information on design history and theory 1.2 Organise research material and findings for current or future use in design practice, facilitating easy access and crossreferencing
2 Apply information to own area of work	2.1 Evaluate information in the context of current design practice 2.2 Assess which aspects of information on design history and theory could be used or adapted to inform current practice 2.3 Use relevant information in a culturally appropriate way to develop an understanding of own area of work
3 Update and maintain knowledge of design trends	3.1 Identify and use opportunities to update and expand knowledge of design trends and developments 3.2 Incorporate and integrate knowledge into design activities

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1, 2.1, 3.1	Identifies, interprets and evaluates information on historical and current design trends from a range of sources
Writing	1.2, 3.1	Notes findings and sources of information for design knowledge, trends and developments Documents information for colleagues and peers as requested
Oral Communication	1.1, 3.1	Asks questions to clarify information, listens to responses and shares ideas with others
Navigate the world of work	2.3	Understands main tasks, responsibilities and boundaries of own role
Get the work done	1.1, 1.2, 2.2, 3.2	Plans and implements tasks required to achieve required outcomes Contributes to new approaches within immediate work environment Takes responsibility for routine low-impact decisions within familiar situations Follows routine procedures for using digital technology to enter, store and retrieve information directly relevant to role

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBDES305 Source and apply information on the history and theory of design	BSBDES305A Source and apply information on the history and theory of design	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBDES305 Source and apply information on the history and theory of design

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

show how the history and theory of design can be adapted and used in own professional practice

maintain currency of theoretical and design knowledge.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

summarise current design trends

describe the evolution of design

identify the organisational information practices and their application

outline sources of information on design history and theory relevant to own design work.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the design process field of work and include access to information sources on design history and theory.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBFIA302 Process payroll

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes skills and knowledge required to process payroll from provided data using manual and computerised payroll systems.

It applies to individuals employed in a range of work environments who are responsible for payroll functions within an organisation. They may work as individuals providing administrative support within an enterprise, or may be other members of staff who have been delegated payroll responsibilities.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Finance – Financial Administration

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Record payroll data	1.1 Check payroll data and clarify discrepancies with designated persons 1.2 Enter employee pay period details and any deductions and allowances in payroll system in accordance with source documents 1.3 Calculate payment due to individual employees to reflect standard pay and variations in accordance with employee source data
2 Prepare payroll	2.1 Prepare payroll within designated timelines and in accordance with organisational policy and procedures 2.2 Reconcile total wages for pay period, check or correct irregularities or refer to designated persons for resolution 2.3 Make arrangements for payment in accordance with organisational and individual requirements 2.4 Obtain authorisation of payroll and individual pay advice in accordance with organisational requirements 2.5 Produce, check and store payroll records in accordance with organisational policy and security procedures 2.6 Follow security procedures for processing payroll and for maintaining payroll records
3 Handle payroll enquiries	3.1 Respond to payroll enquiries in accordance with organisational and legislative requirements 3.2 Provide information in accordance with organisational and legislative requirements 3.3 Ensure all enquiries outside area of responsibility and knowledge are referred to designated persons for resolution 3.4 Complete additional information or followup action within designated timelines in accordance with organisational policy and procedures

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1-1.3, 2.1-2.6, 3.1-3.4	Interprets a range of textual information to determine activities required
Writing	1.1-1.3, 2.1-2.6, 3.1-3.4	Accurately records textual information and maintains personal and banking details using format, language and structure in context
Oral Communication	1.1, 3.1-3.4	Explains financial issues clearly using terminology and tone appropriate to audience Uses questioning and listening skills in verbal exchanges to clarify information
Numeracy	1.1-1.3, 2.1, 2.2, 2.5. 3.1-3.3	Uses a limited range of mathematical calculations to calculate and reconcile amounts and arrange/compare numerical information
Navigate the world of work	1.2, 1.3, 2.1, 2.3-2.6, 3.1, 3.2, 3.4	Adheres to legislative requirements and organisational policies and procedures relevant for own work
Interact with others	1.1, 2.2, 3.1-3.3	Selects the appropriate mode of communication for a specific purpose Collaborates with others to achieve predetermined goals
Get the work done	1.1-1.3, 2.1-2.6, 3.2, 3.4	Takes responsibility for own workload and monitors adherence to specified goals and timelines Recognises and takes responsibility for resolving problems relevant to own role Takes responsibility for routine low-impact decisions within familiar situations Uses digital technologies to access, record, store, organise and compile data as required

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBFIA302 Process payroll	BSBFIA302A Process payroll	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBFIA302 Process payroll

Modification History

Release	Comments
Release 1	This version first released with Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

plan and perform payroll calculations in accordance with all legislative and organisational requirements, and predetermined timelines

refer enquiries outside area of responsibility to an appropriate authority.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

identify the key provisions of relevant legislation, standards and codes of practice that may affect payroll operations

outline relevant organisational policies and procedures

list the different types of payroll systems.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the financial administration field of work and include access to:

office equipment and resources

computer with relevant software

payroll data (samples or actual

case studies and, where possible, real situations.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBHRM405 Support the recruitment, selection and induction of staff

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to execute tasks associated with the recruitment cycle and apply in-depth knowledge of the work of the organisation, and how recruitment and selection practices fit with other human resources functions.

This unit applies to individuals who support recruitment, selection and induction functions under the direction of a human resource manager.

No licensing, legislative, or certification requirements apply to this unit at the time of publication.

Unit Sector

Workforce Development – Human Resource Management

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Plan for recruitment	1.1 Obtain approval to fill position, clarify time lines and requirement for appointment 1.2 Assist in preparing job descriptions that accurately reflect the role requirements, according to organisational policies and procedures, legislation, codes, national standards and work health and safety (WHS) considerations 1.3 Consult with relevant personnel about job descriptions and workforce strategy 1.4 Assist in ensuring that job descriptions comply with legislative requirements and reflect the organisation's requirements for a diverse workforce 1.5 Obtain approvals to advertise position
2 Plan for selection	2.1 Choose appropriate channels and technology to advertise vacancies and/or identify potential talent pool 2.2 Advertise vacancies for staffing requirements according to organisational policies and procedures 2.3 Consult with relevant personnel to convene selection panel and develop interview questions 2.4 Assist in ensuring that interview questions comply with legislative requirements 2.5 Assist in short-listing applicants 2.6 Schedule interviews and advise relevant people of times, dates and venues
3 Support selection process	3.1 Participate in interview process and assess candidates against agreed selection criteria 3.2 Discuss assessment with other selection panel members 3.3 Correct biases and deviations from agreed procedures and negotiate for preferred candidate 3.4 Contact referees for referee reports 3.5 Prepare selection report and make recommendations to senior personnel for appointment 3.6 Advise unsuccessful candidates of outcomes and respond to any queries 3.7 Secure preferred candidate's agreement 3.8 Complete necessary documentation according to organisational procedures, observing confidentiality and privacy requirements
4 Induct successful candidate	4.1 Provide successful candidate with employment contract and other documentation 4.2 Advise manager and work team of new appointment 4.3 Advise managers and staff of candidate's starting date and make necessary administrative arrangements for pay and employee record keeping 4.4 Arrange successful candidate's induction according to organisational policy

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.2, 1.4, 2.4, 2.5	Synthesises ideas, concepts and specific information from workplace and regulatory texts to inform development of workplace documents Evaluates information to make judgements
Writing	1.1, 1.2, 1.5, 2.2, 3.5, 3.6, 3.8, 4.2, 4.3	Produces a range of text types using specific information, workplace conventions and templates
Oral communication	1.1, 1.3, 1.5, 2.3, 2.5, 3.1-3.5. 3.7	Asks questions and listens carefully to gather, interpret or evaluate information Uses appropriate vocabulary to present ideas or persuasive arguments
Navigate the world of work	1.2, 1.4, 2.4, 3.3, 3.8, 4.1, 4.4	Applies workplace protocols, legislation or regulations relevant to own responsibilities
Interact with others	1.3, 2.3, 3.2, 3.3	Selects and uses appropriate conventions and protocols when communicating with personnel, candidates or referees Participates in conversations relevant to role responding, explaining, negotiating and persuading as required
Get the work done	2.1, 2.3, 2.6, 4.1, 4.3, 4.4	Selects and uses digital technology to access, enter, store and retrieve information in accordance with security requirements Takes responsibility for planning and implementing tasks for efficient and effective outcomes

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBHRM405 Support the recruitment, selection and induction of staff	BSBHRM405A Support the recruitment, selection and induction of staff	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBHRM405 Support the recruitment, selection and induction of staff

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

prepare job descriptions

use job descriptions to support sourcing, selecting and appointing suitable staff

use different advertising channels to promote vacancies and/or establish a potential talent pool

consult with managers to gain approvals

develop selection criteria and interview questions in consultation with relevant personnel

schedule interviews and advise relevant people of times, dates and venues

participate in interviews and other selection techniques including assessing candidates against selection criteria to short list them

obtain referees' reports

prepare and distribute a selection report including feedback to give unsuccessful candidates

advise unsuccessful candidates of the results

secure preferred candidate’s agreement and provide an employment contract

advise other staff of the successful candidate and arrange induction.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

identify documentation required for recruitment, selection and induction

explain human resources life cycle and the place of recruitment and selection

identify legislation relevant to recruitment, selection and induction of staff

describe channels and technology to advertise vacancies

explain a range of interviewing techniques and other selection processes and their application.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the workforce development – human resource development field of work and include access to:

workplace policies and procedures

business technology

position descriptions

legislation, regulations, Codes and Standards relevant to staff recruitment, selection and induction

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBHRM506 Manage recruitment selection and induction processes

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to manage all aspects of recruitment selection and induction processes in accordance with organisational policies and procedures.

It applies to individuals or human resource personnel who take responsibility for managing aspects of selecting new staff and orientating those staff in their new positions. It is not assumed that the individual will be directly involved in the selection processes themselves, although this may well be the case.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Workforce Development – Human Resource Management

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Develop recruitment, selection and induction policies and procedures	1.1 Analyse strategic and operational plans and policies to identify relevant policies and objectives 1.2 Develop recruitment, selection and induction policies and procedures and supporting documents 1.3 Review options for technology to improve efficiency and effectiveness of recruitment and selection process 1.4 Obtain support for policies and procedures from senior managers 1.5 Trial forms and documents supporting policies and procedures and make necessary adjustments 1.6 Communicate policies and procedures to relevant staff and provide training if required
2 Recruit and select staff	2.1 Determine future human resource needs in collaboration with relevant managers and sections 2.2 Ensure current position descriptors and person specifications for vacancies are used by managers and others involved in recruitment, selection and induction processes 2.3 Provide access to training and other forms of support to all persons involved in recruitment and selection process 2.4 Ensure advertising of vacant positions complies with organisational policy and legal requirements 2.5 Utilise specialists where necessary 2.6 Ensure selection procedures are in accordance with organisational policy and legal requirements 2.7 Ensure processes for advising applicants of selection outcome are followed 2.8 Ensure job offers and contracts of employment are executed promptly, and new appointments are provided with advice about salary, terms and conditions
3 Manage staff induction	3.1 Provide access to training and ongoing support for all persons engaged in staff induction 3.2 Check induction processes are followed across the organisation 3.3 Oversee management of probationary employees and provide them with feedback until their employment is confirmed or terminated 3.4 Obtain feedback from participants and relevant managers on extent induction process is meeting its objectives 3.5 Make refinements to induction policies and procedures

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1, 1.2, 2.2, 2.4, 2.6, 2.7	Critically evaluates and applies content from a range of complex texts to determine legislative and business requirements
Writing	1.2-1.6, 2.1, 3.3-3.5	Demonstrates clear writing skills by selecting appropriate conventions and to express precise meaning relevant to context and audience
Oral Communication	1.4, 1.6, 2.1, 2.3, 3.3, 3.4	Draws on a repertoire of open questioning and active listening when seeking feedback from others Uses appropriate terminology and non-verbal features to present information and clarify understanding
Numeracy	2.8	Analyses numerical information to determine employees’ remuneration packages Makes basic calculations to ensure work output is delivered in a timely manner
Navigate the world of work	1.1, 1.2, 1.5, 1.6, 2.4, 2.6	Understands and adheres to relevant organisational policies and procedures Develops or updates organisational policies to meet organisational objectives Considers own role in terms of its contribution to broader goals of work environment
Interact with others	1.4, 1.6, 2.1-2.3, 2.5, 2.7, 2.8, 3.1, 3.3, 3.4	Seeks expert advice and skills training where required Selects appropriate mode of communication for a specific purpose relevant to own role Uses effective communication skills to liaise with a range of people across the organisation
Get the work done	1.1-1.3, 1.5, 1.6, 2.1, 2.3, 2.7, 2.8, 3.1, 3.2, 3.3	Plans and implements tasks required to deliver timely outcomes, negotiating some key aspects with others Monitors implementation of plans and adjusts as necessary Considers whether and how often others should be involved, using consultative or collaborative processes as an integral part of the decision-making process Analyses outcomes of decisions to identify improvement opportunities Actively identifies systems, devices and applications with potential to meet current and future needs

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBHRM506 Manage recruitment selection and induction processes	BSBHRM506A Manage recruitment selection and induction processes	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBHRM506 Manage recruitment selection and induction processes

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

develop or critically analyse a policy and procedures framework for recruitment, selection and induction

identify the need for recruitment

prepare and oversee appropriate documentation required for recruitment

select and advise job applicants appropriately

manage the induction process

comply with relevant legislation and organisational requirements.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe recruitment and selection methods, including assessment centres

explain the concept of outsourcing

describe the purpose of employee contracts and industrial relations

summarise relevant legislation, regulations, standards and codes of practice that may affect recruitment, selection and induction

explain why terms and conditions of employment are an important aspect of recruitment

explain the relevance of psychometric and skills testing programs to recruitment.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the workforce development – human resource development field of work and include access to:

an appropriate range of documentation and resources normally used in the workplace

relevant organisational policies and procedures

relevant legislation, regulations and codes of practice

business technology.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBHRM604 Manage employee relations

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge to develop and maintain a positive and productive workplace environment. It covers all aspects of employee relations impacting on managers at the strategic level.

It applies to individuals who are non-specialist human resource managers and covers a broad range of employee relations activities.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Workforce Development – Human Resource Management

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Implement employee relations strategy and policies for own work area	1.1 Ensure employee relations strategy is consistent with organisational strategic objectives 1.2 Develop strategies and policies through the application of a risk management approach and extensive consultation and participation by relevant groups and individuals 1.3 Ensure strategy and policies take account of equal opportunity, family/work relationships and promote the absence of discrimination and/or harassment 1.4 Develop risk management strategies which take account of the withdrawal of labour and other potential outcomes of disputes 1.5 Identify any potential areas of conflict and ensure strategies and policies take account of the objectives of relevant groups and individuals
2 Build and maintain a productive culture	2.1 Negotiate awards, agreements, and contracts which balance organisational objectives and employee rights and obligations 2.2 Identify and meet all legal and organisational requirements within the conditions of employment 2.3 Undertake regular and timely consultation and communication with individuals and relevant groups 2.4 Develop policies and practices to facilitate employee recruitment, retention and satisfaction 2.5 Provide induction programs and training to develop competence and confidence and to ensure work is performed safely and effectively 2.6 Provide opportunities for employees to understand their role and how it contributes to the achievement of organisational objectives 2.7 Develop, regularly review and update individual and team development plans 2.8 Evaluate and revise employee relations policies regularly
3 Resolve employee relations problems	3.1 Establish processes for early intervention to identify and minimise problems or grievances 3.2 Communicate problem solving processes to, and obtain support from, all relevant groups and individuals 3.3 Provide training to develop competence in conflict management, negotiation and dispute resolution 3.4 Obtain specialist advice where appropriate or where formal hearings are required 3.5 Ensure processes are fair, equitable and consistent with all relevant awards agreements and legislation 3.6 Ensure problem solving processes provide for external mediation and conciliation, and arbitration where appropriate
4 Manage diversity	4.1 Develop plans for the promotion of diversity within the organisation 4.2 Openly promote diversity and its benefits within the organisation 4.3 Develop education and communication plans to promote and encourage diversity 4.4 Develop and implement processes to deal with events which inhibit the organisation from meeting its diversity objectives

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1-1.5, 2.1-2.8, 3.1, 3.3, 3.5, 3.6 4.1, 4.3, 4.4	Identifies and interprets relevant information and ideas in a range of complex texts relating to employee relations Recognises relevant information within job specifications and work processes
Writing	1.1-1.5, 2.1, 2.4, 2.7, 2.8, 3.1, 3.2, 3.3, 4.1, 4.3, 4.4	Demonstrates sophisticated writing skills by selecting appropriate conventions and stylistic devices to express precise meaning to manage employee relations
Oral Communication	1.2, 2.1, 2.3, 2.5, 2.6, 3.2, 3.3, 3.4, 4.2	Presents information and opinions using language and non-verbal features appropriate to audience Uses verbal and listening skills to obtain specialist advice as well as promoting diversity within the organisation
Numeracy	1.2, 1.4, 2.2	Selects and interprets mathematical information embedded in a range of tasks and texts
Navigate the world of work	1.1, 1.2, 1.3, 1.4, 1.5, 2.2, 2.4, 2.6, 2.8, 3.5	Works autonomously making high level decisions to achieve and improve organisational goals Takes a lead role in the development of organisational goals, roles and responsibilities Develops and implements strategies that ensure organisational policies, procedures and regulatory requirements are being met Monitors and reviews the organisations policies, procedures and adherence to legislative requirements to implement and manage change
Interact with others	1.2, 1.3, 1.5, 2.1, 2.3, 2.5-2.7, 3.1-3.4, 3.6, 4.2, 4.4	Selects and uses appropriate conventions and protocols when communicating with staff at various levels Influences and fosters a collaborative culture facilitating a sense of commitment and workplace cohesion Shares knowledge, information and experience openly as an integral part of the working relationship Understands diversity and seeks to integrate diversity into the work context Recognises potential for conflict and, working with others, develops organisational processes to deal with conflict
Get the work done	1.1-1.5, 2.4, 2.5, 3.1, 3.3-3.6, 4.1-4.4	Sequences and schedules a range of complex activities, monitors implementation and manages relevant communication Makes high impact decisions in a complex and diverse environment, using input from a range of sources Anticipates potential problems and formulates plans to deal with them, as they arise Gathers and analyses data and seeks feedback to improve plans and processes

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBHRM604 Manage employee relations	BSBHRM604A Manage employee relations	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBHRM604 Manage employee relations

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

consult with relevant stakeholders to develop, implement, monitor and review employee relations strategies and policies including:

diversity

recruitment

induction

training and development

performance management

develop an employee relations risk management strategy

negotiate employment awards, agreements and contracts

maintain high standards of performance in respect to equal opportunity and the management of diversity

manage conflict and early intervention in respect to employee grievances and problems.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

identify human resource specialist assistance requirements

describe the principles of relevant industrial agreements

determine key result areas of the organisation

outline organisational plans (strategic, tactical and operational) for human resource planning

identify and summarise organisational policies relating to balancing family/work relationships

outline external and internal organisational support services for employees

explain performance measurement systems utilised within the organisation

outline relevant legislative and regulatory requirements

outline staff development strategies

explain unfair dismissal rules and due process.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the workforce development – human resource development field of work and include access to:

organisational strategic and operational plans

workplace policies and procedures

legislation, regulations, codes of practice and industrial awards relevant to the business

business technology

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBINN301 Promote innovation in a team environment

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to be an effective and proactive member of an innovative team.

It applies to individuals who play a proactive role in demonstrating, encouraging or supporting innovation in a team environment. The individual may be a team participant or a team leader. Teams may be formal or informal and may comprise a range of personnel.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Unit Sector

Creativity and Innovation – Innovation

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Create opportunities to maximise innovation within the team	1.1 Evaluate and reflect on what the team needs and wants to achieve 1.2 Check out information about current or potential team members’ work in the context of developing a more innovative team 1.3 Bring people into the team or make suggestions for team members based on what needs to be achieved and the potential for cross fertilising ideas 1.4 Acknowledge, respect and discuss the different ways that people may contribute to building or enhancing the team
2 Organise and agree effective ways of working	2.1 Jointly establish ground rules for how the team will operate 2.2 Agree and communicate responsibilities in ways that encourage and reinforce teambased innovation 2.3 Agree and share tasks and activities to ensure the best use of skills and abilities within the team 2.4 Plan and schedule activities to allow time for thinking, challenging and collaboration 2.5 Establish personal reward and stimulation as an integral part of the team’s way of working
3 Support and guide colleagues	3.1 Model behaviour that supports innovation 3.2 Seek external stimuli and ideas to feed into team activities 3.3 Proactively share information, knowledge and experiences with other team members 3.4 Challenge and test ideas within the team in a positive and collaborative way 3.5 Proactively discuss and explore ideas with other team members on an ongoing basis
4 Reflect on how the team is working	4.1 Debrief and reflect on activities and on opportunities for improvement and innovation 4.2 Gather and use feedback from within and outside the team to generate discussion and debate 4.3 Discuss the challenges of being innovative in a constructive and open way 4.4 Take ideas for improvement, build them into future activities and communicate key issues to relevant colleagues 4.5 Identify, promote and celebrate successes and examples of successful innovation

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.2, 4.2	Interprets and analyses textual information, from a wide range of sources, to identify information relevant to team activities
Writing	2.2, 3.3, 4.4	Uses clear language and formats appropriate for the audience to highlight and present specific information
Oral Communication	1.2, 1.3, 1.4, 2.1, 2.2, 3.5, 4.1, 4.2, 4.3, 4.4, 4.5	Actively participates in verbal exchanges of ideas and elicits the views and opinions of team members by listening and questioning Uses clear language to clarify rules and roles relating to team activities in formal and informal situations
Numeracy	1.2, 4.2	Interprets numeric information relevant to team activities
Navigate the world of work	1.1, 3.1, 3.2, 3.5	Understands the nature and purpose of own role and how it affects others in the work context
Interact with others	1.1-1.4, 2.1, 2.2, 3.1, 3.2, 3.4, 3.5, 4.1, 4.2, 4.4, 4.5	Uses inclusive techniques to initiate, contribute and promote discussion amongst potentially diverse team members Recognises the importance of establishing and building effective working relationships Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role
Get the work done	1.3, 1.4, 2.2, 2.4, 2.5, 3.2, 3.4, 4.2, 4.4, 4.5	Plans, sequences and prioritises tasks for efficient and effective outcomes Contributes to continuous improvement of current work practices by applying basic principles of analytical and lateral thinking Uses problem-solving processes to address less predictable problems, and when appropriate, seeking input from others Reflects on outcomes and further explores own and the team’s role in implementing innovation

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBINN301 Promote innovation in a team environment	BSBINN301A Promote innovation in a team environment	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBINN301 Promote innovation in a team environment

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

apply practices that promote innovation within a team including:

modelling open and respectful communications

contributing to the make-up and rules of the team

planning and scheduling of activities

reflecting on activities, feedback and challenges to identity improvement options

encourage others to contribute to innovation in the team

implement improvements and communicate about them.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain what innovation is, the different types of innovation and the benefits of innovation

describe the internal and external factors that contribute to a team becoming and remaining innovative including:

team characteristics

the role of group dynamics and diversity

broader environmental factors

explain how activities can encourage or hinder innovation in a team including:

allocation of time and activities

modelling behaviour

rewards and recognition

communications

feedback.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the creativity and innovation and include access to:

workplace documents

case studies and, where possible, real situations

office equipment and resources

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBINN502 Build and sustain an innovative work environment

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to create an environment that enables and supports the application of innovative practice focusing on a holistic approach to the integration of innovation across all areas of work practice.

It applies to individuals working in leadership or management roles in any industry or community context. The individual could be employed by the organisation, but may also be an external contractor, the leader of a cross organisation team or of a self-formed team of individuals. The work group could be permanent or temporary in nature.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Creativity and Innovation – Innovation

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1 Lead innovation by example	1.1 Make innovation an integral part of leadership and management activities 1.2 Demonstrate positive reception of ideas from others and provide constructive advice 1.3 Establish and maintain relationships based on mutual respect and trust 1.4 Take considered risks to open up opportunities for innovation 1.5 Regularly evaluate own approaches for consistency with the wider organisational or project context
2 Establish work practices that support innovation	2.1 Consult on and establish working conditions that reflect and encourage innovative practice 2.2 Introduce and maintain workplace procedures that foster innovation and allow for rigorous evaluation of innovative ideas 2.3 Facilitate and participate in collaborative work arrangements to foster innovation 2.4 Build and lead teams to work in ways that maximise opportunities for innovation
3 Promote innovation	3.1 Acknowledge suggestions, improvements and innovations from all colleagues 3.2 Find appropriate ways of celebrating and promoting innovation 3.3 Promote and reinforce the value of innovation according to the vision and objectives of the organisation or project 3.4 Promote and support the evaluation of innovative ideas within the wider organisational or project context
4 Create a physical environment which supports innovation	4.1 Evaluate the impact of the physical environment in relation to innovation 4.2 Collaborate with colleagues about ideas for enhancing the physical work environment before taking action 4.3 Consider potential for supporting innovation when selecting physical resources and equipment 4.4 Design, fitout and decorate workspaces to encourage creative mindsets, collaborative working and the development of positive workplace relationships
5 Provide learning opportunities	5.1 Proactively share relevant information, knowledge and skills with colleagues 5.2 Provide or encourage formal and informal learning opportunities to help develop the skills needed for innovation 5.3 Create opportunities in which individuals can learn from the experience of others

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.5, 2.2, 4.1, 5.1	Interprets and evaluates information that may deal with complex ideas related to issues both within and outside a given workplace context
Writing	3.3, 3.4, 5.1	Develops information for others using language to suit the context and audience
Oral Communication	1.2, 2.1, 2.3, 3.1, 3.3, 3.4, 5.1	Presents ideas and concepts to a range of audiences using structure and language to suit the audience Uses active listening and questioning to discuss and clarify information and to confirm understanding
Navigate the world of work	1.1, 1.5, 2.1, 2.2, 3.3, 5.1, 5.2	Takes responsibility for implementing practices and procedures to achieve organisational objectives in innovation according to role requirements Stays up to date with professional development options to provide relevant information to staff
Interact with others	1.2, 1.3, 2.3, 2.4, 3.1-3.4, 4.2, 5.1, 5.3	Uses appropriate communication techniques to build rapport and foster strong relationships with co-workers in a range of work contexts Uses inclusive and collaborative techniques to share, promote and convey complex information about new ideas and systems within the workplace
Get the work done	1.1, 1.4, 1.5, 2.1, 3.2, 3.3, 4.1, 4.3, 4.4, 5.2, 5.3	Accepts responsibility for planning and implementing tasks and practices to achieve organisational goals, negotiating key aspects with others and taking into account current capabilities and needs Develops new and innovative ideas through exploration, evaluation, analysis and critical thinking Facilitates a climate where people feel comfortable suggesting and discussing improvements or new ideas Uses problem solving processes to identify, assess and respond to challenges and risks around innovation

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBINN502 Build and sustain an innovative work environment	BSBINN502A Build and sustain an innovative work environment	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBINN502 Build and sustain an innovative work environment

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to maximise opportunities for innovation by:

establishing procedures and practices that foster innovation including:

collaborative work arrangements

building team capacity to contribute to innovation

providing formal and informal learning opportunities

evaluating ideas

celebration and promotion of innovation

consultation

respectful communications and sharing of ideas and feedback

reinforcing the value of innovation to the vision and objectives of the organisation,

model ling behaviour including being receptive to ideas, giving constructive advice, evaluating own work, establishing and maintaining relationships based on mutual respect and trust, taking considered risks that provide opportunities for innovation

evaluating how the physical environment can be enhanced to support innovation and collaboration and collaborating on ideas to make improvements including in the selection of physical resources and equipment, and the design, fit-out and decoration of the workspaces

making changes to a workspace that will encourage innovation in at least one of

design

fit-out

decoration.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain the concepts and theories of innovation and how these link to innovation in practice

explain the context for innovation in the workplace including core business values, overall objectives, broader environmental context and the need to ensure the value and benefit of innovative ideas and projects

discuss the factors and tools that can motivate individuals to use creative thinking and apply innovative work practices

research the legislative framework that impacts on operations in the relevant workplace context

explain how different approaches to management and leadership can support or hinder innovation

discuss typical challenges and barriers to innovation within teams and organisations and ways of overcoming these including rewarding and celebrating innovation, coaching and learning, modelling behaviour and managing the physical environment.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the creativity and innovation and include access to:

workplace documents

case studies and, where possible, real situations

office equipment and resources

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBLDR403 Lead team effectiveness

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit defines skills, knowledge and outcomes required to plan and supervise the performance of the team and develop team cohesion.

It applies team leaders, supervisors and new emerging managers who have an important leadership role in the development of efficient and effective work teams.

Leaders at this level also provide leadership for the team and bridge the gap between the management of the organisation and the team members. As such they must 'manage up' as well as manage their team/s.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Management and Leadership - Leadership

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Plan to achieve team outcomes	1.1 Lead the team to identify, establish and document team purpose, roles, responsibilities, goals, plans and objectives in consultation with team members 1.2 Engage team members to incorporate innovation and productivity measures in work plans 1.3 Lead and support team members in meeting expected outcomes
2. Lead team to develop cohesion	2.1 Provide opportunities for input of team members into planning, decision making and operational aspects of work team 2.2 Encourage and support team members to take responsibility for own work and to assist each other in undertaking required roles and responsibilities 2.3 Provide feedback to team members to encourage, value and reward individual and team efforts and contributions 2.4 Recognise and address issues, concerns and problems identified by team members or refer to relevant persons as required 2.5 Model expected behaviours and approaches
3. Participate in and facilitate work team	3.1 Actively encourage team members to participate in and take responsibility for team activities and communication processes 3.2 Give the team support to identify and resolve problems which impede its performance 3.3 Ensure own contribution to work team serves as a role model for others and enhances the organisation's image within the work team, the organisation and with clients/customers
4. Liaise with management	4.1 Maintain open communication with line manager/management at all times 4.2 Communicate information from line manager/management to the team 4.3 Communicate unresolved issues, concerns and problems raised by the team/team members to line manager/management and ensure follow-up action is taken 4.4 Communicate unresolved issues, concerns and problems related to the team/team members raised by line managers/management to the team and ensure follow-up to action is taken

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Writing	1.1, 4.2	Prepares workplace plans that communicate intent and elicits feedback clearly and effectively
Oral communication	1.1, 1.3, 2.2, 2.3, 3.1, 3.2, 4.2-4.4	Engages in discussions or provides information using structure and language appropriate to the audience and situation
Interact with others	1.1-1.3, 2.1-2.5, 3.1, 3.3, 4.1	Selects and uses appropriate conventions and protocols when communicating with team members Adapts personal communication style to model required behaviours, build trust and positive working relationships and to show respect for the opinions and values of others Plays a lead role in situations requiring effective collaboration, demonstrating conflict resolution skills and ability to engage and motivate others
Get the work done	1.1-1.3, 3.2	Develops, implements and monitors plans and processes to ensure team engagement and effectiveness Uses formal analytical thinking techniques to identify issues and generate possible solutions, seeking input from others as required

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBLDR403 Lead team effectiveness	BSBWOR402A Promote team effectiveness	Updated to meet Standards for Training Packages Title change Minor edits to clarify intent of performance criteria	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBLDR403 Lead team effectiveness

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

apply knowledge of organisational goals, objectives and plans

develop a team work plan including documentation of how it was generated and how it will be monitored

identify and incorporate innovation and productivity measures into a team work plan

communicate with team members and management to identify and establish the team purpose, roles, responsibilities, goals plans and objectives and resolve problems

use techniques to consult, encourage, support and provide feedback to team members

model team leadership behaviours and approaches

liaise with management to develop the teamwork plan, resolve issues and ensure follow-up action is taken.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must explain principles and techniques associated with:

delegation and work allocation

goal setting

group dynamics and processes

individual behaviour and difference

leadership styles

motivation

negotiation

problem solving

planning

workplace innovation

workplace productivity.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

information about the organisation, including organisational structure, goals, objectives and plans

case studies, and where possible, real situations

workplace equipment and resources

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBLDR502 Lead and manage effective workplace relationships

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to lead and manage effective workplace relationships.

It applies to individuals in leadership or management who have a prominent role in establishing and managing processes and procedures to support workplace relationships taking into account the organisation's values, goals and cultural diversity.

At this level work will normally be carried out within complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Management and Leadership - Leadership

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Manage ideas and information	1.1 Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers 1.2 Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role 1.3 Facilitate feedback to employees on outcomes of the consultation processes 1.4 Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel
2. Establish systems to develop trust and confidence	2.1 Establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to 2.2 Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct 2.3 Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process
3. Manage the development and maintenance of networks and relationships	3.1 Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation 3.2 Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained
4. Manage difficulties to achieve positive outcomes	4.1 Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved 4.2 Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures 4.3 Provide guidance, counselling and support to assist co-workers in resolving their work difficulties 4.4 Develop and implement an action plan to address any identified difficulties

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Writing	1.2, 1.4, 2.1, 4.1, 4.2, 4.4	Prepares plans and policies incorporating appropriate vocabulary, grammatical structure and conventions
Interact with others	2.2, 2.3, 3.1, 4.3	Adapts personal communication style to model behaviours, build trust and positive working relationships, and to support others Plays a lead role in situations requiring effective collaboration, demonstrating high level support and facilitation skills and ability to engage and motivate others
Navigate the world of work	2.1, 2.3	Establishes or follows organisational policy regarding diversity and ethical conduct
Get the work done	1.1-1.4, 2.1, 3.2, 4.1, 4.2, 4.4	Takes responsibility for formulating, organising and implementing plans, processes and strategies that impact the workplace Systematically gathers and analyses all relevant information and evaluates options to inform decisions about organisational strategies Evaluates outcomes to identify opportunities for improvement

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBLDR502 Lead and manage effective workplace relationships	Not applicable	New unit	No equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBLDR502 Lead and manage effective workplace relationships

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

develop and/or implement processes to manage ideas and information including:

communicating information to support others to achieve work responsibilities

facilitating employees' contributions to consultation on work issues

providing feedback on the outcomes of consultations

resolution of issues raised or referral to relevant personnel

establish and/or implement policies to ensure that the organisation’s cultural diversity and ethical values are adhered to

provide leadership through own behaviour including:

professional conduct that promotes trust with internal and external contacts

adjusting own interpersonal communication style to meet the organisation’s cultural diversity and ethical environment

plan for, and manage, the use of networks to support identifiable outcomes for the team and the organisation

develop and/or implement processes and systems to manage difficulties including:

identifying and resolving conflicts and other difficulties according to organisational policies and procedures

planning how to address difficulties

providing guidance, counselling and support to assist co-workers in resolving their work difficulties.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain how systems, policies and procedures can support the development of effective work relationships focusing on interpersonal styles, communications, consultation, cultural and social sensitivity, networking and conflict resolution

outline legislation relevant to managing effective workplace relationships.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

relevant legislation, regulations, standards and codes

relevant workplace documentation and resources

case studies and, where possible, real situations

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBLDR503 Communicate with influence

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to present and negotiate persuasively, lead and participate in meetings and make presentations to customers, clients and others.

It applies to managers and leaders who identify, analyse, synthesise and act on information from a range of sources, and who deal with unpredictable problems. They use initiative and judgement to organise the work of self and others and plan, evaluate and co-ordinate the work of teams.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Management and Leadership - Leadership

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Communicate clearly	1.1 Confirm the authority or mandate to present business views or position 1.2 Respect protocols and confidentiality of information 1.3 Clarify the audience information needs and prepare a position 1.4 Use language that is appropriate for the audience 1.5 Use active listening to seek stakeholder and other organisation input and achieve a balanced exchange of views 1.6 Seek immediate feedback to ensure that the views expressed by all stakeholders have been understood
2. Present and negotiate persuasively	2.1 Identify key individuals and target groups for their value to advance the business interests 2.2 Prepare realistic positions and supporting arguments in advance in anticipation of the likely expectations and tactics of others 2.3 Respect values, concerns and views of others and keep lines of communication open 2.4 Acknowledge differences of opinion to encourage the rigorous examination of all options 2.5 Use a variety of communication styles to present business positions to best effect 2.6 Seek mutually beneficial solutions by establishing areas of common ground and potential compromise 2.7 Keep negotiations focused on key issues and moving forward towards a final resolution 2.8 Adhere to agreements in order to maintain the credibility and trust of others
3. Participate in and lead, meetings effectively	3.1 Identify the need for meetings and program meetings in response to the need 3.2 Use an agenda and efficient, inclusive meeting procedures to maximise participation and maintain order 3.3 Prepare summaries of key issues and possible options disseminated in advance 3.4 Achieve agreed outcomes in the available time by co-operating with and seeking consensus and compromise 3.5 Outcomes of meetings are promptly summarised for action and distributed to stakeholders, as required
4. Make presentations at meetings, forums and conferences	4.1 Select appropriate forums to present business positions to best effect 4.2 Obtain reliable information and advice to prepare appropriate presentations. 4.3 Adapt language, explanations, media and information/entertainment balance to meet the needs of the audience 4.4 Respond to questions openly and honestly

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Writing	2.2, 3.3, 3.5, 4.2	Prepares documentation that accurately summarises key findings or outcomes for own use and for distribution to others Prepares presentations appropriate to audience needs, context and purpose
Oral Communication	1.4, 1.5, 1.6, 2.5	Selects appropriate and engaging vocabulary adjusting language and presentation features to maintain effectiveness of interaction Uses active listening and questioning to seek information and confirm understanding
Navigate the world of work	1.2	Understands the implications of legal and ethical responsibilities to maintain confidentiality
Interact with others	1.1-1.6, 2.3, 2.4, 2.8, 4.3, 4.4	Demonstrates sophisticated control over oral, visual and/or written formats, drawing on a range of communication practices to achieve goals Selects and uses appropriate conventions and protocols when communicating with team members Adapts personal communication style to build trust and positive working relationships and to show respect for the opinions and values of others Plays a lead role in situations requiring effective negotiation and collaboration, demonstrating high level conflict resolution skills and ability to engage and motivate others
Get the work done	2.1, 2.2, 2.6, 3.1-3.5, 4.1, 4.2	Plans, organises and implements complex tasks required to achieve required outcomes Uses analytical processes to evaluate options, and aid in problem-solving and decision-making

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBLDR503 Communicate with influence	Not applicable	New unit	No equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBLDR503 Communicate with influence

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

negotiate and present persuasively

communicate clearly with business associates, client groups and others to position the business to best effect including listening actively, understanding the information needs of others and adapting communication to suit the audience

prepare for, participate in, and lead meetings to obtain outcomes

prepare and make presentations to groups of people including:

identifying suitable forums for presentations

presenting reliable information

designing the presentation to meet the needs of the audience

answering questions.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain the business and organisational protocols for the release of information and communicating internally or externally

explain the requirements to maintain confidentiality in the workplace

identify industry, media and government organisations, events and communication channels relevant to the organisation

demonstrate principles of cross-cultural communication

explain principles of negotiation, mediation, conflict resolution and incident de-escalation

describe structured and inclusive meeting procedures.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

relevant workplace documentation and resources

case studies and, where possible, real situations

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBLDR511 Develop and use emotional intelligence

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 3.0.

Application

This unit covers the development and use of emotional intelligence to increase self-awareness, self-management, social awareness and relationship management in the context of the workplace.

It includes identifying the impact of own emotions on others in the workplace, recognising and appreciating the emotional strengths and weaknesses of others, promoting the development of emotional intelligence in others and utilising emotional intelligence to maximise team outcomes.

It applies to managers who are required to identify, analyse, synthesise and act on information from a range of sources and who deal with unpredictable problems as part of their job role. They use initiative and judgement to organise the work of self and others and plan, evaluate and co-ordinate the work of teams.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Management and Leadership - Leadership

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify the impact of own emotions on others in the workplace	1.1 Identify and use evaluation criteria to determine own emotional strengths and weaknesses 1.2 Identify personal stressors and own emotional states related to the workplace 1.3 Analyse and document potential emotional triggers in workplace situations which may require determine appropriate emotional responses 1.4 Evaluate the impact of own workplace behaviours that demonstrate management of emotions 1.5 Use self-reflection and feedback from others to improve development of own emotional intelligence
2. Recognise and address the emotional strengths and weaknesses of others	2.1 Respond to the emotional states of co-workers and assess emotional cues 2.2 Develop a plan for identifying and responding appropriately to a range of cultural expressions of emotions 2.3 Apply techniques to demonstrate flexibility and adaptability in dealing with others 2.4 Demonstrate consideration of the emotions of others when making decisions
3. Promote the development of emotional intelligence in others	3.1 Create opportunities for others to express their thoughts and feelings 3.2 Assist others to understand the effect of their behaviour and emotions on others in the workplace 3.3 Develop and implement plans to encourage the self-management of emotions in others 3.4 Develop and implement plans to encourage others to develop their own emotional intelligence, to build productive relationships, and maximise workplace outcomes
4. Utilise emotional intelligence to maximise team outcomes	4.1 Identify opportunities to utilise emotional intelligence to increase team performance in line with organisational objectives 4.2 Encourage a positive, inclusive emotional climate in the workplace 4.3 Use the strengths of workgroup members to achieve team and/or organisational objectives

Foundation Skills

This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.

Skill	Description
Learning	Identifies and uses strategies to improve own emotional intelligence
Oral communication	Uses appropriate language and nonverbal features to present information and seek feedback Uses listening and questioning skills to elicit the views of others and to clarify or confirm understanding
Interact with others	Reflects on personal attributes and considers the impact on others and modifies approach to support development Adapts personal communication style to model behaviours, build trust and positive working relationships and to build understanding of emotional intelligence Leads a collaborative approach, using inquiring and inclusive techniques, to develop understanding and skills that enhances individuals’ emotional intelligence
Get the work done	Leads processes to develop, implement and monitor plans and processes to ensure team engagement and effectiveness

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBLDR511 Develop and use emotional intelligence	BSBLDR501 Develop and use emotional intelligence	Updates to elements, performance criteria and assessment requirements	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBLDR511 Develop and use emotional intelligence

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 3.0.

Performance Evidence

Performance Evidence

Evidence of the ability to:

conduct an analysis to identify own emotional strengths, weaknesses, stressors, emotional states and triggers, incorporating feedback from others

identify workplace situations and environments that may trigger an emotional response

model behaviours that demonstrate management of emotions

recognise the impact that cultural behaviours and beliefs may have on workplace interactions

recognise and respond to the emotional states of others

use emotional intelligence of self and others to enhance team performance

promote the development of emotional intelligence in others.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

The candidate must be able to demonstrate the following knowledge to effectively complete the tasks outlined in the elements and performance criteria of this unit, and to manage tasks and reasonably foreseeable contingencies in the context of the work role:

Key features of emotional intelligence principles and strategies

Key elements of the relationship between emotionally effective people and the attainment of business objectives

Key strategies for communicating with a diverse workforce which has varying cultural expressions of emotion

Key features of emotional intelligence in the context of building workplace relationships.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

relevant workplace documentation and resources

case studies or, where possible, real situations

interaction with others.

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

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBLDR513 Communicate with influence

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 3.0.

Application

This unit describes the skills and knowledge required to present and negotiate persuasively, lead and participate in meetings and make presentations to customers, clients and other key stakeholders.

It applies to managers and leaders who are required to identify, analyse, synthesise and act on information from a range of sources, and who deal with unpredictable problems as part of their job role. They use initiative and judgement to organise the work of self and others and plan, evaluate and co-ordinate the work of teams.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Management and Leadership - Leadership

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Communicate clearly	1.1 Confirm authority to present material on behalf of a business, in accordance with organisational policies and procedures 1.2 Identify information that may be subject to confidentiality and manage appropriately 1.3 Identify information needs of audience and prepare a position in line with purpose of communication 1.4 Use language, written or verbal, that is appropriate for the audience 1.5 Use active listening to seek stakeholder and intra-organisational input to achieve a balanced exchange of views
2. Present and negotiate persuasively	2.1 Map stakeholder landscape, identifying key individuals and target groups in line with organisational objectives 2.2 Prepare realistic positions and supporting arguments in advance of the likely expectations and tactics of others 2.3 Acknowledge differences of opinion to encourage the rigorous examination of all options 2.4 Use a variety of communication styles to present business positions to best effect 2.5 Seek mutually beneficial solutions by establishing areas of common ground and potential compromise 2.6 Keep negotiations focused on key issues and moving forward towards a final resolution
3. Participate in and lead meetings effectively	3.1 Identify the need for any meetings and schedule meetings in response to the need 3.2 Prepare materials relating to key issues and disseminate in advance 3.3 Develop and circulate an agenda, and use efficient, inclusive meeting procedures to maximise participation and maintain order 3.4 Achieve agreed outcomes in the available time by co-operating with and seeking consensus and compromise 3.5 Summarise outcomes of meetings for action and distribute to stakeholders promptly, as required
4. Make presentations at meetings, forums and conferences	4.1 Identify appropriate forums to present business positions, in line with organisational objectives 4.2 Obtain reliable information and advice to prepare appropriate presentations 4.3 Adapt language, explanations, media and information/entertainment balance to meet the needs of the audience 4.4 Respond to questions openly, honestly, and in accordance with organisational policies

Foundation Skills

This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.

Skill	Description
Writing	Prepares documentation that accurately summarises key findings or outcomes for own use and for distribution to others Prepares presentations appropriate to audience needs, context and purpose
Oral Communication	Selects appropriate and engaging vocabulary adjusting language and presentation features to maintain effectiveness of interaction Uses active listening and questioning to seek information and confirm understanding
Navigate the world of work	Understands the implications of legal and ethical responsibilities to maintain confidentiality
Interact with others	Demonstrates sophisticated control over oral, visual and/or written formats, drawing on a range of communication practices to achieve goals Selects and uses appropriate conventions and protocols when communicating with team members Adapts personal communication style to build trust and positive working relationships and to show respect for the opinions and values of others Plays a lead role in situations requiring effective negotiation and collaboration, demonstrating high level conflict resolution skills and ability to engage and motivate others
Get the work done	Plans, organises and implements complex tasks required to achieve required outcomes Uses analytical processes to evaluate options, and aid in problem-solving and decision-making

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBLDR513 Communicate with influence	BSBLDR503 Communicate with influence	Updates to elements, performance criteria and assessment requirements	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBLDR513 Communicate with influence

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 3.0.

Performance Evidence

Evidence of the ability to:

review organisational policies to determine information that may be subject to confidentiality

negotiate and present persuasively

identify relevant stakeholder groups

communicate clearly with key stakeholders to position the business to best effect including listening actively, understanding the information needs of others and adapting communication to suit the audience

prepare for, participate in, and lead meetings to obtain outcomes

prepare and make presentations to groups of people including:

identifying suitable fora for presentations

presenting reliable information

designing the presentation to meet the needs of the audience

answering questions clearly and concisely.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

The candidate must be able to demonstrate the following knowledge to effectively complete the tasks outlined in the elements and performance criteria of this unit, and to manage tasks and reasonably foreseeable contingencies in the context of the work role:

Key industry, media and government organisations, events and communication channels that are relevant to the organisation

Key principles of cross-cultural communication

Key features of various techniques for negotiation, mediation, conflict resolution and incident de-escalation

Key features of structured and inclusive meeting procedures

Key features of relevant organisational objectives

Key features of relevant organisational policies and procedures, including in relation to the confidentiality of information.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

relevant workplace documentation and resources

case studies and, where possible, real situations

interaction with others.

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

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBLED501 Develop a workplace learning environment

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to encourage and support the development of a learning environment in which work and learning come together. Particular emphasis is on the development of strategies to facilitate and promote learning and to monitor and improve learning performance.

It applies to individuals who have a prominent role in encouraging, supporting and facilitating the development of a learning environment in which work and learning come together.

At this level work will normally be carried out within complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Workforce Development – Learning and Development

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Create learning opportunities	1.1 Identify potential formal and informal learning opportunities 1.2 Identify learning needs of individuals in relation to the needs of the team and/or enterprise and available learning opportunities 1.3 Develop and implement learning plans as an integral part of individual and team performance plans 1.4 Develop strategies to ensure that learning plans reflect the diversity of needs 1.5 Ensure organisational procedures maximise individual and team access to, and participation in, learning opportunities 1.6 Ensure effective liaison occurs with training and development specialists and contributes to learning opportunities which enhance individual, team and organisational performance
2. Facilitate and promote learning	2.1 Develop strategies to ensure that workplace learning opportunities are used and that team members are encouraged to share their skills and knowledge to encourage a learning culture within the team 2.2 Implement organisational procedures to ensure workplace learning opportunities contribute to the development of appropriate workplace knowledge, skills and attitudes 2.3 Implement policies and procedures to encourage team members to assess their own competencies and to identify their own learning and development needs 2.4 Share the benefits of learning with others in the team and organisation 2.5 Recognise workplace achievement by timely and appropriate recognition, feedback and rewards
3. Monitor and improve learning effectiveness	3.1 Use strategies to ensure that team and individual learning performance is monitored to determine the type and extent of any additional workbased support required and any Work Health and Safety (WHS) issues 3.2 Use feedback from individuals and teams to identify and introduce improvements in future learning arrangements 3.3 Make adjustments, negotiated with training and development specialists, for improvements to the efficiency and effectiveness of learning 3.4 Use processes to ensure that records and reports of competency are documented and maintained within the organisation’s systems and procedures to inform future planning

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Learning	1.1, 1.2, 1.3, 1.4, 2.1, 2.4, 3.1, 3.2	Develops strategies to develop learning plans of self and others to meet a diversity of needs within organisational constraints Transfers skills and knowledge to a variety of learning development contexts
Reading	1.1-1.5, 2.1, 2.2, 2.5, 3.1-3.4	Interprets textual information obtained from a range of sources and determines how content may be applied to individuals and to organisational requirements
Writing	1.3, 1.4, 2.1, 2.2, 2.3, 2.5, 3.3, 3.4	Uses information from a range of sources to develop and document plans, strategies and feedback in accordance with organisational requirements Maintains records using correct technical and organisational vocabulary
Oral Communication	1.6, 2.4, 2.5, 3.2, 3.3	Present information and opinions using language and features appropriate to the audience and context Uses questioning and listening techniques to identify learning needs and obtain feedback
Navigate the world of work	1.5, 2.2, 2.3, 3.1, 3.4	Recognises and responds to both explicit and implicit organisational procedures and protocols and legislative/regulatory requirements Understands how own role meshes with others and contributes to broader goals
Interact with others	1.6, 2.1, 2.3 -2.5, 3.2, 3.3	Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role Collaborates with others to achieve joint outcomes, playing an active role in facilitating effective group interaction, influencing direction and taking a leadership role on occasion Recognises the importance of building rapport to establish effective working relationships Applies a range of communication strategies to encourage others to share their knowledge and skills and reflect on the effectiveness of the interaction
Get the work done	1.1, 1.2, 1.3, 1.4, 2.1, 2.5, 3.1, 3.4	Uses logical processes to plan, implement and monitor learning in the workplace Systematically gathers and analyses relevant information and evaluates options to make informed decisions Evaluates outcomes of decisions to identify opportunities for improvement Uses digital tools to organise, store, integrate and share relevant information

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBLED501 Develop a workplace learning environment	BSBLED501A Develop a workplace learning environment	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBLED501 Develop a workplace learning environment

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0

Performance Evidence

Evidence of the ability to:

collaboratively review performance development needs of individuals and teams

plan professional development for individuals and teams that enhances organisational performance

develop and implement learning plans

liaise with training and development specialists

recognise workplace achievement by giving feedback, recognition and rewards

monitor and improve workplace learning

record and report workplace learning outcomes.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain how management of relationships can achieve a learning environment

identify principles and techniques involved in the management and organisation of:

adult learning

coaching and mentoring

consultation and communication

improvement strategies

leadership

learning environment and learning culture

monitoring and reviewing workplace learning

problem identification and resolution

record keeping and management methods

structured learning

workbased learning.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the workforce learning and development field of work and include access to:

workplace policies and procedures

workplace equipment and resources

case studies and, where available, real situations

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBMGT402 Implement operational plan

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to implement the operational plan by monitoring and adjusting operational performance, planning and acquiring resources and providing reports on performance as required.

It applies to individuals who plan activities to achieve the measurable, stated objectives of the team and the organisation. At this level work will normally be carried out within routine and non-routine methods and procedures which require planning, evaluation, leadership and guidance of others.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Management and Leadership – Management

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Implement operational plan	1.1 Collate, analyse and organise details of resource requirements in consultation with relevant personnel, colleagues and specialist resource managers 1.2 Implement operational plans to contribute to the achievement of organisation’s performance/business plan 1.3 Identify and use key performance indicators (KPIs) to monitor operational performance 1.4 Manage contingencies by adjusting the implementation of the operational plan in consultation with others 1.5 Provide assistance in the development and presentation of proposals for resource requirements in line with operational planning processes
2. Implement resource acquisition	2.1 Recruit and induct employees within organisation’s policies, practices and procedures 2.2 Implement plans for acquisition of physical resources and services within organisation’s policies, practices and procedures and in consultation with relevant personnel
3. Monitor operational performance	3.1 Monitor performance systems and processes to assess progress in achieving profit/productivity plans and targets 3.2 Analyse and use budget and actual financial information to monitor profit/productivity performance 3.3 Identify unsatisfactory performance and take prompt action to rectify the situation according to organisational policies 3.4 Provide mentoring, coaching and supervision to support individuals and teams to use resources effectively, economically and safely 3.5 Present recommendations for variation to operational plans to the designated persons/groups and gain approval 3.6 Implement systems, procedures and records associated with performance in accordance with organisation’s requirements

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Learning	3.4	Actively reinforces learning by applying new knowledge and skills in mentoring, coaching and supervising others
Reading	1.1-1.5, 2.1, 2.2, 3.1, 3.2, 3.6	Identifies, interprets, analyses and reviews textual information related to the operational plan and monitoring of operational performance
Writing	1.1-1.5, 2.1, 2.2, 3.2-3.6	Communicates relationships between ideas and information, matching style of writing to purpose and audience Researches, plans and prepares workplace documentation for relevant stakeholders using organisational formats
Oral Communication	1.1, 1.4, 1.5, 2.1, 2.2, 3.3, 3.4, 3.5	Participates in a variety of spoken exchanges with a range of audiences varying structure and language to suit the audience
Numeracy	1.1, 1.2, 1.3, 1.4, 1.5, 2.2, 3.1, 3.2, 3.3	Selects and uses familiar mathematical techniques to organise timely supply of adequate resources for the operational plan and to use budgetary information to monitor performance
Navigate the world of work	1.5, 2.1, 2.2, 3.3, 3.4, 3.6	Monitors adherence to organisational policies and procedures and considers own role in terms of its contribution to broader goals of the work environment
Interact with others	1.1, 1.4, 1.5, 2.1, 2.2, 3.3, 3.4, 3.5	Selects and uses appropriate conventions and protocols when communicating with diverse individuals to build rapport, seek or present information Collaborates with others to achieve joint outcomes, playing an active role in facilitating effective group communication, influencing direction and taking a leadership role on occasion
Get the work done	1.1, 1.2, 1.3, 1.4, 1.5, 2.2, 3.1, 3.2, 3.3, 3.6	Takes responsibility for planning, organising, implementing and monitoring tasks required to achieve required outcomes Uses systematic, analytical processes in complex, non-routine situations, setting goals, gathering relevant information and identifying and evaluating options against agreed criteria Evaluates effectiveness of decisions in terms of how well they met stated goals Recognises and addresses an increasing range of familiar problems by implementing contingency plans

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBMGT402 Implement operational plan	BSBMGT402A Implement operational plan	Updated to meet Standards for Training Packages. Edits to clarify intent of Performance Criteria.	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBMGT402 Implement operational plan

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

interact with a range of people/groups to identify resource requirements, performance objectives, systems, procedures and records relating to the operational plan

vary the operational plan and gain approval to deal with contingencies

monitor operational performance against the performance objectives and budgets and take action to rectify unsatisfactory performance

plan and acquire physical and human resources using organisation’s systems and procedures

manage and support personnel to achieve performance objectives. including inducting new employees and providing mentoring and coaching

present information and recommendations to support implementation and variation of the operational plan

document and provide reports on performance as required by the organisation.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe performance monitoring systems and processes

describe methods for problem solving

explain how organisational policies and procedures relate to the operational plan.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

organisational operational plans, policies and procedures

workplace documentation and resources including budgets, physical and human resource procurement documentation, employee induction and performance monitoring procedures

case studies and, where possible, real situations.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBMGT403 Implement continuous improvement

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to implement the organisation’s continuous improvement systems and processes. It covers using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.

It applies to managers who have an active role in implementing the continuous improvement process to achieve the organisation's objectives. Their position is closely associated with the creation and delivery of products and services which means that they have an important role in influencing the ongoing development of the organisation.

At this level, work will normally be carried out within routine and non-routine methods and procedures, which require planning, evaluation, leadership and guidance of others.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Management and Leadership – Management

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Implement continuous improvement systems and processes	1.1 Implement systems to ensure that individuals and teams are actively encouraged and supported to participate in decision making processes, assume responsibility and exercise initiative 1.2 Communicate the organisation’s continuous improvement processes to individuals and teams, and obtain feedback 1.3 Ensure effective mentoring and coaching allows individuals and teams to implement the organisation’s continuous improvement processes
2. Monitor and review performance	2.1 Use the organisation’s systems and technology to monitor and review progress and to identify ways in which planning and operations could be improved 2.2 Improve customer service through continuous improvement techniques and processes 2.3 Formulate and communicate recommendations for adjustments to those who have a role in their development and implementation
3. Provide opportunities for further improvement	3.1 Implement processes to ensure that team members are informed of savings and productivity/service improvements in achieving the business plan 3.2 Document work performance to aid the identification of further opportunities for improvement 3.3 Manage records, reports and recommendations for improvement within the organisation’s systems and processes

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1, 1.2, 2.1, 3.2, 3.3	Evaluates and integrates facts and ideas to construct meaning from a range of text types in an effort to implement continuous improvement systems and processes
Writing	1.1, 1.2, 2.1, 2.2, 2.3, 3.1, 3.2, 3.3	Selects vocabulary, grammatical structures and conventions appropriate to text Researches, plans and prepares continuous improvement documentation for relevant stakeholders
Oral Communication	1.2, 1.3, 2.3	Participates in a variety of spoken exchanges with a range of audiences using structure and language to suit the audience
Navigate the world of work	2.1	Monitors adherence to organisational policies and procedures and considers own role in terms of its contribution to broader goals of the work environment
Interact the work of others	1.2, 1.3, 2.3, 3.1	Selects and uses appropriate conventions and protocols when communicating with diverse individuals to seek or share information Collaborates with others to achieve joint outcomes, playing an active role in facilitating effective group communication, influencing direction and taking a leadership role on occasion
Get the work done	1.1, 1.3, 2.1, 2.2, 3.1, 3.2, 3.3	Takes responsibility for planning and organising own workload to achieve required outcomes Uses systematic, analytical processes in complex, non-routine situations, setting goals, gathering relevant information and identifying and evaluating options against agreed criteria Evaluates effectiveness of decisions in terms of how well they meet stated goals Uses digital applications to access and filter data, extract, organise, integrate and share relevant information Recognises the potential of new approaches to enhance work practices and outcomes

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBMGT403 Implement continuous improvement	BSBMGT403A Implement continuous improvement	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBMGT403 Implement continuous improvement

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

implement continuous improvement systems and provide mentoring and coaching support to enable individuals and teams to participate in decisions, take responsibility, show initiative and implement improvement processes

implement processes to inform team members about savings and productivity/service improvements achievements

communicate effectively to support the continuous improvement system and implementation of improvements

apply continuous improvement to customer services including internal and external customers

implement, monitor and adjust improvement plans, processes and procedures to improve performance

document performance to identify further opportunities for improvement

manage records and reports within the organisation’s systems and procedures.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

give examples of continuous improvement processes

list typical areas of need for coaching and mentoring to support continuous improvement

explain how change management techniques can support continuous improvement and initiative

identify the organisation’s systems and data that can be used for benchmarking and monitoring performance for continuous improvement.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

relevant workplace documentation and resources

case studies and, where possible, real situations

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBMGT405 Provide personal leadership

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to display high levels of personal leadership and be a role model within the work environment.

It applies to individuals who have a leadership role and how they conduct themselves, the initiative they take in influencing, assisting and guiding others, and the way they manage their own role and responsibilities.

Competence in this unit requires consistently high levels of self-management and behaviours that exemplify the desired standards within the organisation. The individual must earn the trust and respect of the team and act as a role model at all times.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Management and Leadership – Management

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Influence individuals and teams in a positive manner	1.1 Encourage, value and reward individual and team efforts and contributions 1.2 Promote accountability of work undertaken by individuals/teams by communicating roles, responsibilities and expectations clearly 1.3 Gain positive acceptance and support for information and ideas from the team
2. Make informed decisions	2.1 Gather and organise information relevant to issue/s under consideration 2.2 Invite individuals/teams to actively participate in decision-making processes 2.3 Determine preferred course of action after risks and options are examined and assessed 2.4 Communicate decisions to individuals/teams clearly and in a timely manner 2.5 Prepare plans to implement decisions after agreement with relevant individuals/team 2.6 Monitor implementation and impact of decision using reliable feedback processes
3. Enhance image of the enterprise	3.1 Conduct business consistent with enterprise standards and values 3.2 Note and promptly discuss with appropriate persons, any inappropriate values and standards exhibited within the organisation, using established communication channels 3.3 Consistently display a very high standard of personal presentation in line with organisational expectations and policies
4. Demonstrate high standards of personal and management performance	4.1 Contribute to developing a reputable organisation which has integrity and credibility, through personal performance and own behaviour 4.2 Ensure standards of personal and management performance are consistent with enterprise requirements 4.3 Provide a positive role model for others through personal and managerial performance 4.4 Develop and implement plans in accordance with enterprise goals and objectives 4.5 Develop, set and monitor key performance indicators and targets within team/enterprise business plans

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	2.1, 2.3, 2.5, 2.6, 4.4, 4.5	Gathers, interprets and analyses text within job specifications and processes to make informed decisions and provide personal leadership
Writing	1.2, 2.1, 2.3-2.5, 3.2, 4.4, 4.5	Prepares, plans and develops documentation for team members and other relevant stakeholders to communicate and articulate information and ideas clearly and effectively
Oral Communication	1.1-1.3, 2.2, 2.4, 3.2, 4.1, 4.3	Participates in spoken exchanges with a range of audiences varying language and features to suit the audience
Navigate the world of work	3.1, 3.3, 4.1-4.4	Understands how own role meshes with others and contributes to broader work goals Adheres to organisational policies and procedures
Interact with others	1.1-1.3, 2.2, 2.4, 2.6, 3.2, 4.1, 4.3	Selects and uses appropriate conventions and protocols when communicating with a range of personnel to seek or share information Recognises and values individual differences, seeking to better understand other perspectives and judging when it is appropriate to modify own behaviour to create stronger rapport Demonstrates an increasing awareness of the interplay of factors involved in any group interaction
Get the work done	2.1-2.3, 2.5, 2.6, 4.4, 4.5	Sequences and schedules complex activities, monitors implementation and manages relevant communication Uses systematic, analytical processes in complex, non-routine situations, setting goals, gathering relevant information and identifying and evaluating options against agreed criteria Uses personal experience and feedback to reflect on how variables impact decision outcomes and to gain insights into what constitutes ‘good’ judgement and an effective decision in different contexts

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBMGT405 Provide personal leadership	BSBMGT405A Provide personal leadership	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBMGT405 Provide personal leadership

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

acquire and use information to best advantage for achievement of team/project performance goals

make decisions appropriate to achievement of team performance goals

effectively manage work to achieve goals and results

introduce and monitor practices to improve performance

undertake effective consultation processes

effectively use management information systems in achievement of team performance goals and objectives

promote available learning methods to support team competence

clearly and effectively communicate critical information to team, peers and management.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

list relevant coaching and mentoring techniques

identify continuous improvement techniques and processes

describe enterprise culture and values

identify the enterprise mission, business goals and standards

list relevant enterprise policies, procedures and guidelines

identify relevant performance management policies, procedures and systems.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

relevant workplace documentation and resources

case studies and, where possible, real situations

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBMKG401 Profile the market

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to profile a target market or market segments in accordance with a marketing plan and to develop market positioning strategies.

It applies to individuals working in a variety of marketing communications occupational roles who have responsibility for a range of tasks involving analysis and planning.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Business Development – Marketing

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Segment market	1.1 Identify criteria for use in segmenting market in accordance with marketing plan 1.2 Identify and access sources of information for segmenting and profiling markets in accordance with marketing plan 1.3 Segment market in accordance with identified criteria 1.4 Review market segments for their usefulness in terms of factors such as their size, potential, distinctive needs, easy identification of members or distinctive media use patterns 1.5 Select market segments to meet marketing objectives, and choose and apply new segmentation criteria if required
2. Identify target market	2.1 Evaluate approaches to determining and describing total market for a product or service 2.2 Define target market in terms of consumers to be included as prospective users of a product or service, and selected market segments 2.3 Use segment descriptors to describe target market 2.4 Identify available strategic marketing options and select targeting strategies that best meet requirements of the marketing plan
3. Profile target audience	3.1 Describe total market and selected market segments using a consumer profile 3.2 Identify consumer characteristics in standard statistical terms and/or descriptive terms used in media selection in consumer profile 3.3 Use demographic and/or psychographic descriptions in consumer profile in accordance with requirements of the marketing plan 3.4 Describe consumer attitudes to products or services being offered 3.5 Ensure profile meets organisational requirements of language, format, content and level of detail
4. Develop positioning strategy	4.1 Identify available positioning strategies and choose a strategy to meet marketing requirements and consumer profile 4.2 Write a positioning implementation plan containing several options, in accordance with organisational requirements 4.3 Submit plan to supervisor within specified timelines and make appropriate adjustments based on feedback

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1-1.4, 2.1, 2.2, 2.4, 3.2, 3.3, 4.1	Gathers, interprets and analyses a variety of textual information from a range of sources to identify relevant and key information
Writing	1.3, 2.2, 2.3, 3.1-3.5, 4.2, 4.3	Prepares strategic business documentation incorporating appropriate vocabulary, grammatical structure and conventions appropriate to text and audience
Numeracy	1.1-1.5, 2.1, 2.2, 2.4, 3.2, 3.3	Uses mathematical skills to interpret and process data and statistical information
Navigate the world of work	1.1, 1.2, 1.5, 2.4, 3.3, 3.5, 4.1, 4.2	Adheres to implicit and explicit organisational goals, policies and procedures
Interact with others	4.3	Selects appropriate form, channel and mode of communication for a specific purpose relevant to own role
Get the work done	1.2-1.5, 2.1, 2.4, 4.1-4.3	Develops and implements plans to manage relatively complex, non-routine tasks with an awareness of how they contribute to organisational goals Makes decisions by systematically analysing information, identifying and evaluating options against set criteria, and choosing most appropriate option

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBMKG401 Profile the market	BSBMKG401B Profile the market	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBMKG401 Profile the market

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

develop a market positioning strategy that documents market segmentation, consumer profiling, targeting and strategies relevant to a product or service being offered to the marketplace.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

identify relevant information relating to the Australian Marketing Institute Code of Professional Conduct

outline requirements of legislation affecting marketing roles

explain data collection and analysis techniques

outline relevant industry knowledge including:

components of marketing mix

elements of marketing planning

explain marketing communications concepts and processes

identify organisational structures, roles, responsibilities, business and marketing plans

demonstrate knowledge of relevant product and service standards and best practice models

outline relevant statistical terms used by the Australian Bureau of Statistics.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the business development – marketing field of work and include access to:

relevant legislation, regulations, standards and codes

relevant workplace documentation and resources

case studies and, where possible, real situations.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBRES401 Analyse and present research information

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to gather, organise, analyse and present workplace information using available systems. This includes identifying research requirements and sources of information, applying information to a set of facts, evaluating the quality of the information, and preparing and producing reports.

It applies to individuals who are required to apply their broad knowledge of the work environment to analysis and research tasks, evaluate information from a variety of sources and apply solutions to a range of unpredictable problems

No licensing, legislation or certification requirements apply to this unit at the time of publication.

Unit Sector

Knowledge Management – Research

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Gather and organise information	1.1 Gather and organise information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements 1.2 Access information held by the organisation ensuring accuracy and relevance in line with established organisational requirements 1.3 Ensure that methods of collecting information are reliable and make efficient use of resources in accordance with organisational requirements 1.4 Identify research requirements for combining online research with nonelectronic sources of information 1.5 Use business technology to access, organise and monitor information in accordance with organisational requirements 1.6 Update, modify, maintain and store information, in accordance with organisational requirements
2. Research and analyse information	2.1 Clearly define objectives of research ensuring consistency with organisational requirements 2.2 Ensure that data and research strategies used are valid and relevant to the requirements of the research and make efficient use of available resources 2.3 Identify key words and phrases for use as part of any online search strategy, including the use of Boolean operators and other search tools 2.4 Use reliable methods of data analysis that are suitable to research purposes 2.5 Ensure that assumptions and conclusions used in analyses are clear, justified, supported by evidence and consistent with research and business objectives
3. Present information	3.1 Present recommendations and issues in an appropriate format, style and structure using suitable business technology 3.2 Structure and format reports in a clear manner that conforms to organisational requirements 3.3 Report and distribute research findings in accordance with organisational requirements 3.4 Obtain feedback and comments on suitability and sufficiency of findings in accordance with organisational requirements

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1, 1.2, 1.4, 2.1-2.5, 3.4	Analyses and evaluates textual information to develop research strategies, integrate facts and ideas and meet organisational requirements
Writing	1.1, 1.5, 1.6, 2.1, 3.1, 3.2, 3.3	Gathers, evaluates and integrates information from a range of sources Presents findings, recommendations and issues in required format using language, structure and style appropriate to audience.
Oral Communication	3.3, 3.4	Presents recommendations and issues using language appropriate to audience and according to organisational requirements
Numeracy	1.1, 1.2, 1.3, 2.2, 2.4, 3.3	Extracts and evaluates meaning from data and interprets numerical information to apply within the context of requirements
Navigate the world of work	1.2, 1.3, 1.5, 1.6, 2.1, 2.5, 3.2, 3.3, 3.4	Recognises and follows organisational policies and procedures and meets expectations associated with own role
Interact with others	3.3, 3.4	Selects and uses appropriate communication practices when seeking or sharing information
Get the work done	1.1, 1.4, 1.5, 2.2, 2.3, 2.4, 3.1	Plans, organises and implements tasks to meet organisational requirements Takes responsibility for the outcomes of routine decisions related directly to own role Uses the main features and functions of digital technologies and tools to complete work tasks Recognises and takes responsibility for addressing predictable and some less predictable problems in familiar work contexts

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBRES401 Analyse and present research information	BSBRES401A Analyse and present research information	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBRES401 Analyse and present research information

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

identify or confirm research requirements and objectives

gather, organise and present workplace information and data

update, modify, maintain and store information

maintain and handle data and documents systematically and securely

prepare and produce reports including:

recommendations based on the analysis of information

clear and justified assumptions and conclusions

use of efficient, valid and reliable methods

use Boolean operators and other search tools

analyse, evaluate and interpret data to support organisational activities.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain organisational systems for recordkeeping/filing, including security procedures

identify organisational policies and procedures and legal and ethical obligations relating to workplace information

explain concepts related to research and analysis including reliability and validity

give examples of techniques for data analysis and how they are applied

explain research processes and strategies to identify new sources (online and print) of information and to use them most efficiently and effectively.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the knowledge management – research field of work and include access to:

workplace information systems, equipment and resources

workplace policies and procedures

case studies and, where possible, real situations.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBSMB421 Manage small business finances

Modification History

Release	Comments
Release 2	This version first released with BSB Business Services Training Package Version 5.0. Version created to clarify intent of unit
Release 1	This version first released with BSB Business Services Training Package Version 3.0.

Application

This unit describes the skills and knowledge required to implement and review financial management strategies on a regular basis, including by using new and emerging digital technologies.

It applies to individuals who operate a small business that stands alone, or that is part of a department within a larger organisation. Individuals in this role interpret financial reports and other numerical data to develop financial management strategies.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Management and Leadership – Small and Micro Business

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Implement financial strategy	1.1 Identify financial information requirements and obtain specialist services, as required, to profitably operate the business 1.2 Produce financial budgets or projections, including cash flow estimates, as required for each forward period, and distribute to relevant people in accordance with legal requirements 1.3 Develop a plan to negotiate and manage business capital to best enable implementation of the business plan 1.4 Develop and maintain strategies to enable adequate financial provision for taxation in accordance with legal requirements 1.5 Develop, monitor and maintain client credit policies, including contingencies for debtors in default, to maximise cash flow 1.6 Select key performance indicators to enable ongoing monitoring of financial performance in line with the business plan 1.7 Record and communicate financial procedures to relevant personnel to facilitate implementation of the business plan
2. Monitor financial performance	2.1 Use available digital technologies to regularly monitor and report on financial performance targets, and analyse data to establish extent to which the financial goals have been met 2.2 Monitor marketing and operational strategies for their effects on the financial goals 2.3 Calculate and evaluate financial ratios according to own or industry benchmarks 2.4 Assess financial plan to determine whether variations or alternative plans are needed, and change as required 2.5 Undertake research regularly to identify opportunities to implement new and emerging technologies to boost business profitability in accordance with the business plan

Foundation Skills

This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.

Skill	Description
Reading	Evaluates complex text to determine legislative, regulatory and workplace documentation
Writing	Prepares written reports and workplace documentation that communicate complex information clearly and effectively
Oral Communication	Articulates clearly using specific and relevant language suitable to audience to convey requirements, and employs listening and questioning techniques to confirm understanding Participates in verbal negotiations using tone and language suitable to audience
Numeracy	Interprets numerical information to calculate all relevant financial information
Navigate the world of work	Appreciates implications of legal and regulatory responsibilities related to own work
Interact with others	Selects appropriate form, channel and mode of communication for a specific purpose relevant to own role
Get the work done	Develops plans to manage relatively complex, non-routine tasks with an awareness of how they may contribute to longer-term operational and strategic goals Makes a range of critical and non-critical decisions in relatively complex situations, taking a range of constraints into account Uses formal and informal processes to monitor implementation of ideas and reflect on outcomes

Unit Mapping Information

Supersedes and is equivalent to BSBSMB406 Manage small business finances.

Links

Companion Volume Implementation Guides are available from VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBSMB421 Manage small business finances

Modification History

Release	Comments
Release 2	This version first released with BSB Business Services Training Package Version 5.0. Version created to clarify intent of unit
Release 1	This version first released with BSB Business Services Training Package Version 3.0.

Performance Evidence

Evidence of the ability to:

manage the business according to financial goals, including:

adhering to legal requirements

produce relevant financial projections, including cash flow estimates

develop a plan to negotiate and manage business assets and financial capital

defining strategies for debt collection and contingencies for debtors

managing cash flow

defining key performance indicators

communicating with relevant people

seeking specialist services where required

monitor the business against financial plan and make changes as required

identify opportunities to implement new and emerging digital technologies to support the financial management of the business.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

The candidate must be able to demonstrate the following knowledge to effectively complete the tasks outlined in the elements and performance criteria of this unit, and to manage tasks and reasonably foreseeable contingencies in the context of the work role.

Key features of benchmarking

Key features of financial decision-making relevant to the business

Key features of significant financial indicators

Key purposes of financial reports

Key features of balance sheet preparation and interpretation

Key features of debt collection procedures or strategies

Key features of profit and loss statement preparation and interpretation

Key features of stock records and stock control relevant to the business.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the Management and Leadership – Small and Micro Business field of work and include access to:

business equipment and resources, including business technology

relevant legislation, regulations, standards and codes

relevant workplace documentation and resources

case studies or where possible, real situations

interaction with others.

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

Links

Companion Volume Implementation Guides are available from VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBWHS521 Ensure a safe workplace for a work area

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 5.0.

Application

This unit describes the skills and knowledge required to establish, maintain and evaluate an organisation’s work health and safety (WHS) policies, procedures and programs in a work area to ensure a safe workplace, according to WHS legislative requirements. It takes a systems approach and addresses compliance with relevant legislative requirements.

The unit applies to those working in a range of contexts who have, or are likely to have, responsibility for WHS as part of their broader management role. It is relevant for people with obligations under WHS laws, for example persons conducting a business or undertaking (PCBUs) or officers, as defined by WHS laws.

NOTES

1. The terms ‘occupational health and safety’ (OHS) and ‘work health and safety’ (WHS) are equivalent, and generally either can be used in the workplace. In jurisdictions where model WHS laws have not been implemented, registered training organisations (RTOs) are advised to contextualise this unit of competency by referring to existing WHS legislative requirements.

2. The model WHS laws include the model WHS Act, model WHS Regulations and model WHS Codes of Practice. See Safe Work Australia for further information.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Regulation, Licensing and Risk – Work Health and Safety

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Establish a WHS management system in a work area	1.1 Locate, adapt, adopt and communicate WHS policies that define the organisation’s commitment to complying with WHS laws 1.2 Identify duty holders and define WHS responsibilities for all workplace personnel in the work area according to WHS laws, policies, procedures and programs 1.3 Identify and approve financial and human resources required by the WHS management system (WHSMS) according to organisational procedures
2. Establish and maintain effective and compliant consultative arrangements for managing WHS in a work area	2.1 Work with required personnel to set up and maintain consultative arrangements according to required WHS laws 2.2 Resolve issues raised through participation and consultation arrangements according to required WHS laws and organisational protocols 2.3 Provide information about consultation and participation outcomes to required personnel according to organisational policies and procedures
3. Establish and maintain procedures for effectively identifying hazards, and assessing and controlling risks in work area	3.1 Develop procedures for ongoing hazard identification, and assessment and control of associated risks 3.2 Include hazard identification at the planning, design and evaluation stages of any workplace change to ensure that new hazards are not created by proposed changes and existing hazards are controlled 3.3 Develop and maintain procedures for selecting and implementing risk controls according to the hierarchy of control measures and WHS legislative requirements 3.4 Identify inadequacies in existing risk controls according to the hierarchy of control measures and WHS legislative requirements, and promptly provide resources to enable implementation of new measures 3.5 Identify requirements for expert WHS advice, and request this advice as required, according to organisational procedures
4. Evaluate and maintain a work area WHS management system (WHSMS)	4.1 Develop and provide a WHS induction and training program for required personnel in a work area as part of organisation’s training program 4.2 Use a system for WHS recordkeeping to allow identification of patterns of occupational injury and disease in the organisation, and to maintain a record of WHS decisions made, including reasons for decisions 4.3 Measure and evaluate the WHSMS according to organisation’s quality systems framework 4.4 Develop and implement improvements to WHSMS to achieve organisational WHS objectives according to organisational procedures 4.5 Ensure compliance with WHS legislative framework to achieve, as a minimum, WHS legal requirements

Foundation Skills

This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.

Skill	Description
Reading	Organises, evaluates and critiques ideas and information from WHS laws, policies, procedures and programs
Writing	Produces WHS policies, procedures and programs using appropriate vocabulary, grammatical structure and conventions Records WHS decisions according to organisational requirements
Oral communication	Presents and seeks information from others using structure and language suitable for the audience Provides information about WHS policies and procedures and on resolution of WHS issues, varying the level of technical vocabulary to suit the audience
Numeracy	Selects from, and applies, an expanding range of mathematical and problem-solving strategies in identifying financial and human resources required to support WHS requirements
Navigate the world of work	Monitors adherence to legal and regulatory rights and responsibilities for self and others in relation to WHS Develops, implements and reviews WHS-related policies, procedures and processes according to legislative and organisational requirements
Interact with others	Plays a lead role in situations requiring effective collaboration, demonstrating the ability to guide discussions and negotiate agreeable outcomes Provides feedback to others in forms they can understand and use
Get the work done	Develops plans or processes to manage relatively complex WHS management tasks, with an awareness of how they contribute to operational and strategic goals Uses systematic and analytical processes, setting goals, gathering relevant information, and identifying and evaluating options against agreed criteria Considers whether, and how, others should be involved, using consultative or collaborative processes as an integral part of the decision-making process Uses digital systems and tools to enter, store and retrieve relevant information

Unit Mapping Information

Supersedes and is equivalent to BSBWHS501 Ensure a safe workplace.

Links

Companion Volume Implementation Guides are available from VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBWHS521 Ensure a safe workplace for a work area

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 5.0.

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, and to:

establish, implement, maintain and evaluate one work health and safety management system (WHSMS) for a work area of an organisation that complies with WHS laws, and organisational policies and procedures.

During the above, the candidate must:

establish, implement, maintain and evaluate effective and compliant consultative arrangements for managing WHS, including:

identifying duty holders

identifying and approving required resources

developing and implementing a training program

establish, implement, maintain and evaluate procedures for effectively identifying hazards, and assessing and controlling risks using the hierarchy of control measures.

Knowledge Evidence

The candidate must demonstrate the knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit. This includes knowledge of:

details of relevant WHS laws relating to ensuring a safe workplace

WHS organisational policies, procedures, programs and practices required for the performance evidence

hazard identification and risk-management processes

key principles, uses and components of the hierarchy of control measures and procedures for applying it in the workplace

organisational and WHS legislative reporting requirements.

Assessment Conditions

Assessment must comply with WHS laws, legal responsibilities and duty of care required for this unit. It must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities undertaken by individuals carrying out WHS duties in the workplace, and must include access to:

organisational WHS policies and procedures required to demonstrate the performance evidence

WHS laws required to demonstrate the performance evidence

case studies and, where possible, real situations

opportunities for interaction with others.

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

Links

Companion Volume Implementation Guides are available from VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBWOR204 Use business technology

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to select and use computer software and organise electronic information and data.

It applies to individuals who apply a limited range of practical skills with a fundamental knowledge of equipment use and the organisation of data in a defined context, under direct supervision or with limited individual responsibility.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Unit Sector

Industry Capability – Workplace Effectiveness

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Select and use technology	1.1 Select appropriate technology and software applications to achieve requirements of the task 1.2 Adjust workspace, furniture and equipment to suit user’s ergonomic requirements 1.3 Use technology according to organisational requirements and in a way that promotes a safe work environment
2. Process and organise data	2.1 Identify, open, generate or amend files and records according to task and organisational requirements 2.2 Operate input devices according to organisational requirements 2.3 Store data appropriately and exit applications without damage to or loss of, data 2.4 Use manuals, training booklets and/or online help or helpdesks to overcome basic difficulties with applications
3. Maintain technology	3.1 Identify and replace used technology consumables in accordance with manufacturer’s instructions and organisational requirements 3.2 Carry out and/or arrange routine maintenance to ensure equipment is maintained in accordance with manufacturer’s instructions and organisational requirements 3.3 Identify equipment faults accurately and take action in accordance with manufacturer’s instructions or report fault to designated person

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.3, 2.1, 2.2, 2.4, 3.1-3.3	Recognises and interprets information from familiar sources to determine job role and task requirements
Writing	2.1, 2.3, 3.2, 3.3	Produces and amends files to meet task and organisational requirements Completes required documentation using organisational formats
Oral Communication	3.3	Uses specific and relevant language to refer faults to others
Navigate the world of work	1.2, 1.3, 2.1, 2.2, 3.1-3.3	Recognises and follows legislative requirements and organisational policies and procedures associated with own role
Get the work done	1.1, 1.3, 2.1-2.4, 3.1-3.3	Uses business technologies and systems safely, when gathering, storing, accessing and sharing information Understands purposes, specific functions and key features of common digital systems and business tools Operates digital systems and business tools effectively to complete routine tasks using some basic troubleshooting strategies as required

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBWOR204 Use business technology	BSBWOR204A Use business technology	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBWOR204 Use business technology

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

select and use technology safely and according to organisational requirements

access, retrieve and store required data

demonstrate basic maintenance on a range of equipment using manuals or help-files

identify and address faults according to requirements.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

outline the organisation's work health and safety requirements

outline the organisation's requirements for file naming and storage

explain why regular backups of data are done

list 'routine maintenance' tasks

summarise the procedure for addressing equipment faults.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the industry capability – workplace effectiveness field of work and include access to:

office equipment and resources

electronic files and data

workplace documentation and equipment manuals

case studies and, where possible, real situations

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBWOR301 Organise personal work priorities and development

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to organise own work schedules, to monitor and obtain feedback on work performance and to maintain required levels of competence.

This unit applies to individuals who exercise discretion and judgement and apply a broad range of competencies in various work contexts.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Unit Sector

Industry Capability – Workplace Effectiveness

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Organise and complete own work schedule	1.1 Ensure that work goals, objectives or Key Performance Indicators (KPIs) are understood, negotiated and agreed in accordance with organisational requirements 1.2 Assess and prioritise workload to ensure tasks are completed within identified timeframes 1.3 Identify factors affecting the achievement of work objectives and incorporate contingencies into work plans 1.4 Use business technology efficiently and effectively to manage and monitor scheduling and completion of tasks
2. Monitor own work performance	2.1 Accurately monitor and adjust personal work performance through self assessment to ensure achievement of tasks and compliance with legislation and work processes or KPIs 2.2 Ensure that feedback on performance is actively sought and evaluated from colleagues and clients in the context of individual and group requirements 2.3 Routinely identify and report on variations in the quality of and products and services according to organisational requirements 2.4 Identify signs of stress and effects on personal wellbeing 2.5 Identify sources of stress and access appropriate supports and resolution strategies
3. Co-ordinate personal skill development and learning	3.1 Identify personal learning and professional development needs and skill gaps using self assessment and advice from colleagues and clients in relation to role and organisational requirements 3.2 Identify, prioritise and plan opportunities for undertaking personal skill development activities in liaison with work groups and relevant personnel 3.3 Access, complete and record professional development opportunities to facilitate continuous learning and career development 3.4 Incorporate formal and informal feedback into review of further learning needs

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Learning	3.1-3.4	Employs a range of approaches and investigative techniques to source the knowledge necessary to arrange personal learning experiences
Reading	1.1, 1.2, 2.1	Interprets textual information to determine organisation’s procedures, own work performance and objectives
Writing	1.3, 1.4, 2.3, 3.1, 3.2, 3.3	Prepares written reports and workplace documents that communicate information clearly and effectively
Oral Communication	2.2, 2.3, 3.1, 3.2	Clearly gives and receives feedback using specific and relevant language Uses listening and questioning techniques to confirm understanding
Numeracy	1.1, 1.3	Understands responsibilities and scope of role and complies with organisational policies, procedures and protocols
Interact with others	1.1, 2.2, 2.3, 3.1, 3.2	Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role Fosters and nurtures a culture of constructive and respectful feedback Proactively collaborates with others to achieve specific goals
Get the work done	1.2, 1.3, 1.4, 2.4, 2.5, 3.2	Plans and organises work commitments to ensure deadlines and objectives are met Uses formal analytical thinking techniques to recognise and respond to routine problems Uses digital systems and tools to enter, store and monitor information

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBWOR301 Organise personal work priorities and development	BSBWOR301B Organise personal work priorities and development	Updated to meet Standards for Training Packages	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBWOR301 Organise personal work priorities and development

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

prepare a work plan according to organisational requirements and work objectives

use business technology to schedule, prioritise and monitor completion of tasks in a work plan

assess and prioritise own work load and deal with contingencies

monitor and assess personal performance against job role requirements by seeking feedback from colleagues and clients

identify personal development needs and access, complete and record skill development and learning.

Note: if a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

outline key provisions of legislation that relate to own work role

describe goals, objectives or key performance indicators of own work role

explain ways to elicit, analyse and interpret feedback when communicating with other people in the workplace

explain the principles and techniques of goal setting, measuring performance, time management and personal assessment of learning and development needs

explain signs and sources of stress and strategies to deal with stress in the workplace

identify methods to identify and prioritise personal learning needs.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the industry capability - workplace effectiveness field of work and include access to:

office equipment and resources

work schedules and performance improvement plans

workplace documentation and resources

case studies and, where possible, real situations

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

BSBWOR501 Manage personal work priorities and professional development

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to create systems and process to organise information and prioritise tasks.

It applies to individuals working in managerial positions who have excellent organisational skills. The work ethic of individuals in this role has a significant impact on the work culture and patterns of behaviour of others as managers at this level are role models in their work environment.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Unit Sector

Industry Capability – Workplace Effectiveness

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Establish personal work goals	1.1 Serve as a positive role model in the workplace through personal work planning 1.2 Ensure personal work goals, plans and activities reflect the organisation’s plans, and own responsibilities and accountabilities 1.3 Measure and maintain personal performance in varying work conditions, work contexts and when contingencies occur
2. Set and meet own work priorities	2.1 Take initiative to prioritise and facilitate competing demands to achieve personal, team and organisational goals and objectives 2.2 Use technology efficiently and effectively to manage work priorities and commitments 2.3 Maintain appropriate work-life balance, and ensure stress is effectively managed and health is attended to
3. Develop and maintain professional competence	3.1 Assess personal knowledge and skills against competency standards to determine development needs, priorities and plans 3.2 Seek feedback from employees, clients and colleagues and use this feedback to identify and develop ways to improve competence 3.3 Identify, evaluate, select and use development opportunities suitable to personal learning style/s to develop competence 3.4 Participate in networks to enhance personal knowledge, skills and work relationships 3.5 Identify and develop new skills to achieve and maintain a competitive edge

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Learning	3.1, 3.2, 3.3, 3.4, 3.5	Investigates and uses a range of strategies to develop personal competence
Reading	1.2, 3.1, 3.2	Analyses and interprets textual information from organisational policies and practices or feedback to inform personal development planning
Writing	3.2	Uses feedback to prepare reports that summarise ways to improve competence
Oral Communication	3.2	Uses active listening and questioning to seek and receive feedback
Navigate the world of work	1.2, 2.1	Understands how own role contributes to broader organisational goals Considers organisational protocols when planning own career development
Interact with others	1.1, 3.2, 3.4	Selects and uses appropriate conventions and protocols when communicating with diverse stakeholders Uses interpersonal skills to establish and build positive working relationships with others
Get the work done	1.1, 1.2, 1.3, 2.1, 2.2, 2.3, 3.1	Plans and prioritises tasks in order to meet deadlines, manage role responsibilities and to manage own personal welfare Identifies and uses appropriate technology to improve work efficiency

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
BSBWOR501 Manage personal work priorities and professional development	BSBWOR501B Manage personal work priorities and professional development	Updated to meet Standards for Training Packages Minor edits to clarify Performance Criteria	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

Assessment Requirements for BSBWOR501 Manage personal work priorities and professional development

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

use business technology to create and use systems and processes to organise and prioritise tasks and commitments

measure and maintain personal work performance including assessing competency against competency standards and seeking feedback

maintain an appropriate work-life balance to manage personal health and stress

participate in networks

develop a personal development plan which includes career objectives and an action plan

develop new skills.

Note: if a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain principles and techniques involved in the management and organisation of:

performance measurement

personal behaviour, selfawareness and personality traits identification

a personal development plan

personal goal setting

time

discuss management development opportunities and options for self

describe methods for achieving a healthy work-life balance

outline organisation’s policies, plans and procedures

explain types of learning style/s and how they relate to the individual

describe types of work methods and practices that can improve personal performance.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the industry capability - workplace effectiveness field of work and include access to:

workplace equipment and resources

case studies and, where possible, real situations

interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

CHCDIV001 Work with diverse people

Modification History

Release	Comments
Release 1	This version was released in CHC Community Services Training Package release 2.0 and meets the requirements of the 2012 Standards for Training Packages. Merged HLTHIR403C/CHCCS405C. Significant changes to the elements and performance criteria. New evidence requirements for assessment, including volume and frequency.

Application

This unit describes the skills and knowledge required to work respectfully with people from diverse social and cultural groups and situations, including Aboriginal and/or Torres Strait Islander people.

This unit applies to all workers.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements define the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element
1. Reflect on own perspectives	1.1 Identify and reflect on own social and cultural perspectives and biases 1.2 Work with awareness of own limitations in self and social awareness 1.3 Use reflection to support own ability to work inclusively and with understanding of others 1.4 Identify and act on ways to improve own self and social awareness
2. Appreciate diversity and inclusiveness, and their benefits	2.1 Value and respect diversity and inclusiveness across all areas of work 2.2 Contribute to the development of work place and professional relationships based on appreciation of diversity and inclusiveness 2.3 Use work practices that make environments safe for all
3. Communicate with people from diverse backgrounds and situations	3.1 Show respect for diversity in communication with all people 3.2 Use verbal and non-verbal communication constructively to establish, develop and maintain effective relationships, mutual trust and confidence 3.3 Where a language barrier exists, use effective strategies to communicate in the most efficient way possible 3.4 Seek assistance from interpreters or other persons according to communication needs
4. Promote understanding across diverse groups	4.1 Identify issues that may cause communication misunderstandings or other difficulties 4.2 Where difficulties or misunderstandings occur, consider the impact of social and cultural diversity 4.3 Make an effort to sensitively resolve differences, taking account of diversity considerations 4.4 Address any difficulties with appropriate people and seek assistance when required

Foundation Skills

The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53

Assessment Requirements for CHCDIV001 Work with diverse people

Modification History

Release	Comments
Release 1	This version was released in CHC Community Services Training Package release 2.0 and meets the requirements of the 2012 Standards for Training Packages. Merged HLTHIR403C/CHCCS405C. Significant changes to the elements and performance criteria. New evidence requirements for assessment, including volume and frequency.

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

undertaken a structured process to reflect on own perspectives on diversity

recognised and respected the needs of people from diverse social and cultural backgrounds in at least 3 different situations:

selected and used appropriate verbal and non verbal communication

recognised situations where misunderstandings may arise from diversity and formed appropriate responses

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

concepts of cultural awareness, cultural safety and cultural competence and how these impact different work roles

concepts and definitions of diversity

own culture and the community attitudes, language, policies and structures of that culture and how they impact on different people and groups

features of diversity in Australia and how this impacts different areas of work and life:

political

social

economic

cultural

legal and ethical considerations (international, national, state/territory, local) for working with diversity, how these impact individual workers, and the consequences of breaches:

discrimination:

age

disability

racial

sex

human rights:

Universal declaration of human rights

relationship between human needs and human rights

frameworks, approaches and instruments used in the workplace

rights and responsibilities of workers, employers and clients, including appropriate action when rights are being infringed or responsibilities not being carried out

key areas of diversity and their characteristics, including:

culture, race, ethnicity

disability

religious or spiritual beliefs

gender, including transgender

intersex

generational

sexual orientation/sexual identity - lesbian, gay, bisexual, heterosexual

key aspects, and the diversity, of Australia’s Aboriginal and/or Torres Strait Islander cultures, including:

social, political and economic issues affecting Aboriginal and/or Torres Strait Islander people

own culture, western systems and structures and how these impact on Aboriginal and/or Torres Strait Islander people and their engagement with services

potential needs of marginalised groups, including:

protective factors

physical, mental and emotional health issues/care needs

consideration of impacts of discrimination, trauma, exclusion and negative attitudes

resources that support individuals and organisations to embrace and respond to diversity

language and cultural interpreters

imagery

influences and changing practices in Australia and their impact on the diverse communities that make up Australian society

impact of diversity practices and experiences on personal behaviour, interpersonal relationships, perception and social expectations of others

Assessment Conditions

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53

CHCLEG001 Work legally and ethically

Modification History

Release	Comments
Release 1	This version was released in CHC Community Services Training Package release 2.0 and meets the requirements of the 2012 Standards for Training Packages. Significant changes to the elements and performance criteria. New evidence requirements for assessment, including volume and frequency.

Application

This unit describes the skills and knowledge required to identify and work within the legal and ethical frameworks that apply to an individual job role.

This unit applies to community services and health workers who play a proactive role in identifying and meeting their legal and ethical responsibilities.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements define the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element
1. Identify and respond to legal requirements	1.1 Identify, access and interpret sources of information about the legal requirements that apply to the work role 1.2 Identify the scope and nature of own legal rights and responsibilities 1.3 Adhere to legal requirements in work practice according to workplace policies and procedures and scope of role 1.4 Recognise potential or actual breaches and report according to organisation procedures
2. Identify and meet ethical responsibilities	2.1 Identify, access and interpret sources of information about the ethical responsibilities that apply to the work role 2.2 Identify the scope and nature of own ethical responsibilities 2.3 Meet ethical responsibilities according to workplace policies and protocols, and scope of role 2.4 Recognise potential ethical issues and dilemmas, and discuss with an appropriate person 2.5 Recognise own personal values and attitudes and take into account to ensure non-judgemental practice 2.6 Use effective problem solving techniques when exposed to competing value systems 2.7 Recognise unethical conduct and report to an appropriate person 2.8 Recognise potential and actual conflicts of interest and take appropriate action
3. Contribute to workplace improvements	3.1 Identify situations where work practices could be improved to meet legal and ethical responsibilities 3.2 Pro-actively share feedback with colleagues and supervisors 3.3 Identify and take opportunities to contribute to the review and development of policies and protocols

Foundation Skills

The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53

Assessment Requirements for CHCLEG001 Work legally and ethically

Modification History

Release	Comments
Release 1	This version was released in CHC Community Services Training Package release 2.0 and meets the requirements of the 2012 Standards for Training Packages. Significant changes to the elements and performance criteria. New evidence requirements for assessment, including volume and frequency.

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

completed workplace activities in accordance with legal and ethical requirements in at least 3 different situations

developed appropriate responses to at least 3 different legal or ethical issues relevant to the work role

identified and communicated at least 2 potential work practice improvements designed to enhance workplace responsiveness to legal and ethical requirements

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. This includes knowledge of:

legal and ethical considerations (international, national, state/territory, local) for people working in the community services and health context, how they are applied in organisations, how these impact individual workers, and the consequences of breaches:

children in the workplace

codes of conduct

codes of practice

complaints management

continuing professional education

discrimination

dignity of risk

duty of care

human rights

Universal declaration of human rights

relationship between human needs and human rights

frameworks, approaches and instruments used in the workplace

informed consent

mandatory reporting

practice standards

practitioner/client boundaries

privacy, confidentiality and disclosure

policy frameworks

records management

rights and responsibilities of workers, employers and clients

industrial relations legislation relevant to employment conditions of role

specific legislation in the area of work – objectives and key components

work role boundaries – responsibilities and limitations

work health and safety

interrelationships, similarities and differences that may exist between legal and ethical frameworks

legal issues in the context of the work role:

type of legal issues that arise

ways to respond

ethical practice in the context of the work role:

type of ethical issues that arise

ways to respond

workplace policies, procedures and protocols:

how they are/should be developed

processes for review, including consultation and mechanisms for input

Assessment Conditions

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:

use of suitable facilities, equipment and resources, including:

current legislation, regulations and codes of practice

organisation policies, procedures and protocols

modelling of industry operating conditions, including presence of problem solving activities

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53

CUAACD301 Produce drawings to communicate ideas

Modification History

Release	Comments
Release 1	This version first released with CUA Creative Arts and Culture Training Package version 2.0.

Application

This unit describes the skills and knowledge required to produce drawings that represent and communicate ideas. It does not relate to drawing as an art form.

It applies to individuals who use drawings, either electronic or hand drawn, for personal use or in response to a project or brief. Drawings may include design concepts for objects, processes or spaces, movement sequences for performances or screen productions, exhibitions, tenders, proposals or publications.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Visual communication – art, craft and design

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Plan drawing work	1.1 Identify drawing requirements from reference material and confirm with appropriate people if required 1.2 Identify factors, including contractual, legal and ethical factors, that may impact on how drawing work is undertaken 1.3 Gather information about drawing techniques, materials and equipment from a range of sources and determine how they may be used to communicate ideas 1.4 Evaluate information for its application to specific drawing briefs
2. Experiment to represent ideas	2.1 Explore the capabilities of techniques, materials and equipment 2.2 Follow safety procedures for particular techniques, materials and equipment 2.3 Select approaches that best suit the purpose of drawings and their presentation context
3. Create drawings	3.1 Organise materials, tools and equipment for selected techniques 3.2 Produce preliminary drawings and discuss their effectiveness with relevant people 3.3 Confirm intellectual property and other relevant legislative requirements are met 3.4 Finalise drawings, incorporating feedback on work in progress as required 3.5 Prepare drawings for the presentation context

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1, 1.2, 1.4	Interprets information from familiar sources to determine drawing production requirements and legal and safety constraints
Oral Communication	1.1, 1.2, 3.2	Uses questioning and active listening to gather information and opinions from others
Navigate the world of work	1.2, 2.2, 3.3	Complies with legal, ethical and safety requirements associated with creative work
Interact with others	3.2	Uses accepted practices and protocols in discussions of work progress with others
Get the work done	1.2, 1.3, 2.1, 2.2, 2.3, 3.1, 3.4, 3.5	Identifies and organises relevant information and resource requirements Analyses drawing requirements and tests the capabilities of materials, tools and equipment to determine the most appropriate approach for final production Refine drawings in response to feedback and presentation requirements

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
CUAACD301 Produce drawings to communicate ideas	CUVACD301A Produce drawings to communicate ideas	Updated to meet Standards for Training Packages and clarify intent. Minor edits to performance criteria.	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=1db201d9-4006-4430-839f-382ef6b803d5

Assessment Requirements for CUAACD301 Produce drawings to communicate ideas

Modification History

Release	Comments
Release 1	This version first released with CUA Creative Arts and Culture Training Package version 2.0.

Performance Evidence

Evidence of the ability to:

identify and analyse drawing requirements

explore techniques, materials and equipment safely

produce a series of drawings that:

show a command of selected techniques

successfully communicate the required ideas.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe physical properties and capabilities of the range of materials, tools and equipment used in drawing

identify sources of information about different approaches to drawing

identify work health and safety issues associated with tools and materials used for drawing

explain intellectual property issues and other legislation relevant to drawing.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in creative arts industry environments. The assessment environment must include access to:

equipment and materials required to produce drawings

information sources.

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

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=1db201d9-4006-4430-839f-382ef6b803d5

CUAACD302 Produce computer-aided drawings

Modification History

Release	Comments
Release 1	This version first released with CUA Creative Arts and Culture Training Package version 2.0.

Application

This unit describes the skills and knowledge required to use a range of computer-aided design and drafting (CADD) program functions to produce drawings. The focus of this unit is on the technical skills required to operate CADD, not on design skills.

It applies to individuals who use computer-aided drawing skills in various contexts.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Visual communication – art, craft and design

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare for computer-aided drawing work	1.1 Clarify drawing requirements in concept or project information 1.2 Identify hardware, software, tools and equipment required for computer-aided design and drafting projects 1.3 Set up hardware and software according to operating instructions and organisational procedures 1.4 Identify and retrieve digitised information relevant to projects
2. Gather object parameters and/or measurements	2.1 Establish and record critical dimensions and data for required designs 2.2 Identify requirements in relation to accuracy, tolerances and other key information
3. Prepare plots or drawings	3.1 Access and use CADD functions and features according to operating instructions 3.2 Access and use peripheral equipment required for projects 3.3 Prepare and review preliminary drawings in consultation with relevant people
4. Finalise drawings	4.1 Check designs against project objectives and specifications according to organisational procedures 4.2 Identify and make required adjustments to designs based on review and consultation with relevant people 4.3 Store data files according to operating instructions and organisational procedures 4.4 Submit final drawings within agreed time parameters

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.1, 1.2, 1.3, 1.4, 2.2, 3.1, 4.1	Interprets and evaluates detailed information, instructions and technical specifications in a range of formats to prepare for and produce computer aided drawings Reviews accuracy of drawings against specifications and project information
Writing	2.1, 2.2	Records key design information using correct conventions and terminology
Oral Communication	1.1, 3.3	Uses questioning and careful listening to elicit information and opinions from others
Numeracy	2.1, 2.2, 3.1	Identifies and records measurements and other numerically expressed specifications required for drawings Operates numerical functions of computer aided drawing equipment to produce drawings to accurate scale and measurements
Navigate the world of work	1.3, 4.1, 4.3	Takes responsibility for following necessary organisational procedures when planning and undertaking work
Interact with others	3.3	Participates in review of work progress with relevant people
Get the work done	1.1-1.4, 2.1, 2.2, 3.1-3.3, 4.1-4.4	Plans and organises required equipment, software and data in logical steps according to workplace and project requirements Prepares preliminary drawings for evaluation by others and makes recommended refinements Uses features of digital systems and tools to produce, edit, store and retrieve drawings Manages time to complete final drawings within established timeframes

Range of Conditions

This section specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

CADD functions and features must include:	drawing tools to support methods for drawing: lines arcs polylines texts dimensions edit functions plotting and printing view displays working with layers.

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
CUAACD302 Produce computer-aided drawings	CUVACD302A Produce computer-aided drawings	Updated to meet Standards for Training Packages and clarify intent.	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=1db201d9-4006-4430-839f-382ef6b803d5

Assessment Requirements for CUAACD302 Produce computer-aided drawings

Modification History

Release	Comments
Release 1	This version first released with CUA Creative Arts and Culture Training Package version 2.0.

Performance Evidence

Evidence of the ability to:

select computer-aided design and drafting (CADD) hardware and software to suit project requirements

follow operating instructions and organisational procedures

use features and functions of a CADD program to produce drawings that meet project objectives

use feedback from others to refine and produce final drawings within specified timelines.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

outline the relevant hardware, software, tools and equipment used for CADD

describe the ways in which CADD is used within the specific workplace situation

describe typical features and functions of CADD programs, including drawing tools, view displays, edit functions, working with layers, plotting and printing.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in creative arts industry environments. The assessment environment must include access to:

CADD equipment and software

project or concept information

operating instructions and organisational procedures

relevant people.

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

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=1db201d9-4006-4430-839f-382ef6b803d5

CUADIG304 Create visual design components

Modification History

Release	Comments
Release 1	This version first released with CUA Creative Arts and Culture Training Package version 2.0.

Application

This unit describes the skills and knowledge required to create visual designs for interactive media components that can be integrated into a range of media products.

It applies to individuals who generate and assess ideas to create visual design components in response to specifications under supervision in a team environment.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Visual Communication – Digital Content and Imaging

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Clarify work requirements	1.1 Clarify visual design components required in the project brief, in consultation with relevant personnel 1.2 Identify project timelines and discuss factors that may determine or affect visual design concepts 1.3 Clarify, in discussion with relevant personnel, the target user or audience, and determine format and delivery platform
2. Generate and assess ideas	2.1 Research media products, designs, images, artwork and other creative sources that may inspire visual design ideas 2.2 Develop a range of visual design ideas that are technically feasible, respond to project specifications and provide creative solutions to design issues 2.3 Present and review visual design ideas with relevant personnel
3. Develop design concept	3.1 Experiment with traditional and digital methods to create required visual design components 3.2 Explore a range of typographical and visual design elements to create components 3.3 Evaluate initial design ideas with relevant personnel to select final design concept 3.4 Confirm design concept complies with copyright laws 3.5 Check output format meets delivery platform requirements 3.6 Adopt safe ergonomic practices when using equipment for long periods of time
4. Produce components	4.1 Develop components based on the final design concept using various design techniques 4.2 Apply visual design principles and communication principles to produce components that have high visual impact 4.3 Save components in an appropriate format according to project specifications
5. Finalise visual design components	5.1 Review visual design components against design and technical specifications 5.2 Discuss and confirm additional requirements or modifications with relevant personnel, and make amendments as required 5.3 Save and archive visual design components using industry or enterprise naming conventions and version control protocols

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	2.1, 3.1, 3.2, 3.3, 4.1, 4.3, 5.1, 5.2, 5.3	Reviews and researches creative source material to generate ideas Checks that output meets requirements Locates correct folders for storing electronic data
Writing	2.2, 3.1, 3.2, 4.1, 4.3, 5.2, 5.3	Prepares information to accompany design components Names files according to requirements
Oral Communication	1.1-1.3, 2.3, 3.3, 4.3, 5.2	Participates effectively in spoken interactions using active listening and questioning to confirm and clarify understanding
Navigate the world of work	3.4, 3.6	Complies with legislative requirements
Interact with others	1.1-1.3, 2.3, 3.3, 4.3, 5.2	Collaborates with relevant personnel to ensure that end result meets requirements
Get the work done	1.1-1.3, 2.1-2.3, 3.1-3.3, 3.5, 4.2, 4.3, 5.1-5.	Takes responsibility for planning and producing design components according to project requirements and design principles Makes decisions directed related to completion of tasks Uses experimentation to develop new or innovative design approaches Selects and uses appropriate software to conceive, produce, store and present visual design components

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
CUADIG304 Create visual design components	CUFDIG304A Create visual design components	Updated to meet Standards for Training Packages. Minor edits to elements and performance criteria.	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=1db201d9-4006-4430-839f-382ef6b803d5

Assessment Requirements for CUADIG304 Create visual design components

Modification History

Release	Comments
Release 1	This version first released with CUA Creative Arts and Culture Training Package version 2.0.

Performance Evidence

Evidence of the ability to:

explore and experiment with design techniques and visual design and communication principles to produce ideas and concepts for visual design components

use design techniques to create visual design components that respond effectively to a project brief

present and discuss ideas, concepts and designs with relevant personnel

save and archive files using standard industry or enterprise naming conventions.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe differences between traditional and digital methods in creating visual images, and advantages and disadvantages of each

describe visual design, typographic and communication principles used to construct visual design components

explain safe work practices in relation to working on computers for periods of time

explain the procedure for checking copyright clearance.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in creative arts industry environments. The assessment environment must include access to:

project briefs

relevant software

manuals and information to support software.

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

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=1db201d9-4006-4430-839f-382ef6b803d5

CUADRA301 Produce drawings

Modification History

Release	Comments
Release 1	This version first released with CUA Creative Arts and Culture Training Package version 2.0.

Application

This unit describes the skills and knowledge required to explore and use a range of combined techniques to produce finished drawings from design concepts which are reviewed and adjusted during the work in progress. This unit relates to drawing as an art form and differs from units that focus on drawing as a visual representation tool.

It applies to individuals who are still developing their expertise in design and technique. They work under supervision but have some independence and use discretion and judgement within defined guidelines.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Visual communication – drawing

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Plan drawing work through exploration	1.1 Explore ideas and techniques for own drawings in consultation with key people as required 1.2 Review historical and contemporary drawing practice as a potential source of ideas 1.3 Clarify and confirm ideas for drawings based on exploration, discussion and consideration of intellectual property requirements 1.4 Select and use appropriate strategies to assess capabilities of drawing techniques 1.5 Select techniques that best support ideas for own work
2. Prepare, maintain and store drawing resources	2.1 Calculate, select and organise type and quantity of drawing equipment, and tools and materials based on the needs of the chosen work 2.2 Prepare, maintain and dispose of equipment, tools and materials according to workplace safety and sustainability requirements 2.3 Clean and store equipment, tools and materials according to specific needs of different items
3. Create finished drawings	3.1 Use and adapt combined drawing techniques to create desired effects, considering and applying elements and principles of design 3.2 Review work in progress and make adjustments, as required, to produce final work 3.3 Handle equipment, tools and materials safely and minimise waste throughout all processes 3.4 Add value to current and future work process by documenting the work progress 3.5 Liaise with others to obtain and consider feedback on technical proficiency of work and success in communicating ideas

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Reading	1.2	Interprets and evaluates complex and unfamiliar information to support design ideas
Writing	3.4	Uses clear, specific and industry related terminology to document a comprehensive record of production
Oral Communication	1.1, 1.3, 3.5	Clearly represents ideas for designs and techniques using relevant industry language Uses questioning and active listening techniques to elicit information and feedback and confirm understanding
Numeracy	2.1	Uses basic calculations to determine quantities of equipment, tools and materials and to measure dimensions of drawings
Navigate the world of work	1.3, 2.2, 3.3	Follows defined guidelines for legal, safety and sustainability practices
Interact with others	1.1, 3.5	Seeks the perspective and guidance of others to inform design ideas and achieve best outcomes for own creative work Seeks and considers feedback from peers and others to enhance future performance
Get the work done	1.1-1.4, 2.2, 3.1, 3.2	Organises all processes to set up work, assess techniques and produce creative work with guidance from others Makes routine decisions using defined guidelines to assist Manages own decisions about appropriate techniques by testing a range of explored options Resolves problems with technique through trial and error

Unit Mapping Information

Code and title current version	Code and title previous version	Comments	Equivalence status
CUADRA301 Produce drawings	CUVDRA301A Produce drawings	Updated to meet Standards for Training Packages and clarify intent. Minor edits to performance criteria.	Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=1db201d9-4006-4430-839f-382ef6b803d5

Assessment Requirements for CUADRA301 Produce drawings

Modification History

Release	Comments
Release 1	This version first released with CUA Creative Arts and Culture Training Package version 2.0.

Performance Evidence

Evidence of the ability to:

explore ideas, techniques and historical and contemporary drawing practice and choose techniques to support own work

identify and acquire resources required to complete chosen work

adapt and use combined drawing techniques to create a single major work or multiple pieces of calligraphic work that show technical proficiency in chosen techniques

review and document the work process.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

outline basic intellectual property considerations when making drawing work

outline methods of exploring techniques to achieve different effects in drawings

summarise the main aspects of historical and contemporary drawing practice and how they can inform own design ideas

describe, for the elements and principles of design, the key characteristics, key interrelationships and use in drawings

summarise, for a range of tools and equipment used to produce drawings, key physical features and uses, cleaning and maintenance techniques and storage requirements

describe the physical properties and capabilities of a range of materials and techniques used to produce drawings

discuss typical work space requirements for producing drawings including ways of organising space and equipment for efficient work operation

describe procedures for working safely with drawing materials, tools and equipment.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in creative arts industry environments. The assessment environment must include access to:

equipment, tools and materials used to produce drawings

relevant information sources.

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

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=1db201d9-4006-4430-839f-382ef6b803d5

FSKDIG02 Use digital technology for simple workplace tasks

Modification History

Release	Comments
Release 1	This streamlined version first released with FSK Foundation Skills Training Package version 1.0.

Application

This unit describes the skills and knowledge required to use digital technology to undertake simple workplace tasks.

The unit applies to individuals at Australian Core Skills Framework (ACSF) level 2 who need to undertake a vocational training pathway or workplace tasks.

This unit is designed for integration and contextualisation with vocational units to support achievement of vocational competency.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Digital Technology

Elements and Performance Criteria

Element	Performance Criteria
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare to use digital technology	1.1 Identify simple workplace task 1.2 Identify appropriate digital technology for the task 1.3 Interpret simple workplace information and terminology
2. Complete simple workplace task	2.1 Interpret simple written and pictorial instructions to access and use digital technology 2.2 Follow workplace procedures to perform a task using technology 2.3 Review performance

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Learning	Selects appropriate digital technology for the task
Oral communication	Discusses performance with trainer or supervisor

Mapping Information

Not applicable

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=f572fe10-a855-4986-9295-3852c771f178

Assessment Requirements for FSKDIG02 Use digital technology for simple workplace tasks

Modification History

Release	Comments
Release 1	This streamlined version first released with FSK Foundation Skills Training Package version 1.0.

Performance Evidence

Evidence of the ability to:

identify and use digital technology appropriate to the task

complete simple workplace tasks.

Evidence must be collected using tasks typically found in the workplace.

Note: Where a specific volume and/or frequency is not specified, evidence must be provided at least once.

Knowledge Evidence

Evidence of the following knowledge must be demonstrated:

procedures for accessing and using digital technology.

Assessment Conditions

Assessment texts and tasks reflect those typically found in the workplace.

Advice and support is available if requested.

Culturally appropriate processes and techniques suited to the language, literacy and numeracy capacity of individuals and the work being performed must be used.

Reasonable adjustments can be made to ensure equity in assessment for people with disabilities.

Assessors must satisfy NVR/AQTF assessor requirements, have sound knowledge of the ACSF and have demonstrable expertise in the vocational contextualisation and assessment of digital technology.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=f572fe10-a855-4986-9295-3852c771f178

FSKLRG09 Use strategies to respond to routine workplace problems

Modification History

Release	Comments
Release 1	This streamlined version first released with FSK Foundation Skills Training Package version 1.0.

Application

This unit describes the skills and knowledge required to identify routine workplace problems and strategies to respond to the problems.

This unit applies to individuals who need learning skills at Australian Core Skills Framework (ACSF) level 3 to undertake a vocational training pathway or workplace tasks.

This unit is designed for integration and contextualisation with vocational units to support achievement of vocational competency.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Learning

Elements and Performance Criteria

Element	Performance Criteria
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Plan to respond to workplace problems	1.1 Identify routine workplace problems 1.2 Investigate a range of strategies for responding to workplace problems
2. Propose problem solving strategies	2.1 Identify a potential workplace problem 2.2 Identify factors contributing to the selected workplace problem 2.3 Propose appropriate problem solving strategies
3. Review problem solving strategies	3.1 Seek feedback from appropriate person 3.2 Record and review feedback 3.3 Revise strategies as appropriate

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill	Performance Criteria	Description
Writing	Records feedback from trainer or supervisor
Oral Communication	Discusses problem-solving strategies with trainer or supervisor
Problem Solving	Identifies problems and plans strategies for responding to them
Planning and Organising	Develops strategies to respond to problems

Mapping Information

Not applicable

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=f572fe10-a855-4986-9295-3852c771f178

Assessment Requirements for FSKLRG09 Use strategies to respond to routine workplace problems

Modification History

Release	Comments
Release 1	This streamlined version first released with FSK Foundation Skills Training Package version 1.0.

Performance Evidence

Evidence of the ability to:

identify workplace problems

propose appropriate strategies to respond to problems

respond to feedback as appropriate

Evidence must be collected using routine workplace tasks.

Note: Where a specific volume and/or frequency is not specified, evidence must be provided at least once.

Knowledge Evidence

Evidence of the following knowledge must be demonstrated:

factors contributing to routine workplace problems

a range of strategies for problem solving

sources of advice and feedback.

Assessment Conditions

Assessment texts and tasks reflect those typically found in the workplace.

Individuals can access own familiar support resources.

Culturally appropriate processes and techniques suited to the language, literacy and numeracy capacity of individuals and the work being performed must be used.

Reasonable adjustments can be made to ensure equity in assessment for people with disabilities.

Assessors must satisfy NVR/AQTF assessor requirements, have sound knowledge of the ACSF and have demonstrable expertise in the vocational contextualisation and assessment of the core skill - learning.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=f572fe10-a855-4986-9295-3852c771f178

HLTAAP001 Recognise healthy body systems

Modification History

Release	Comments
Release 1	This version was released in HLT Health Training Package release 2.0 and meets the requirements of the 2012 Standards for Training Packages. Significant changes to the elements and performance criteria. New evidence requirements for assessment, including volume and frequency.

Application

This unit describes the skills and knowledge required to work with basic information about the human body and to recognise and promote ways to maintain healthy functioning of the body.

This unit applies to any worker who needs to use and interpret information that includes references to client anatomy and physiology.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements define the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element
1. Work with information about the human body	1.1 Correctly use and interpret health terminology that describes the normal structure, function and location of the major body systems 1.2 Correctly use and interpret information that relates to the interrelationships between major components of each body system and other structures
2. Recognise and promote ways to support healthy functioning of the body	2.1 Review factors that contribute to maintenance of a healthy body 2.2 Evaluate how the relationships between different body systems affect and support healthy functioning 2.3 Enhance quality of work activities by using and sharing information about healthy functioning of the body

Foundation Skills

The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ced1390f-48d9-4ab0-bd50-b015e5485705

Assessment Requirements for HLTAAP001 Recognise healthy body systems

Modification History

Release	Comments
Release 1	This version was released in HLT Health Training Package release 2.0 and meets the requirements of the 2012 Standards for Training Packages. Significant changes to the elements and performance criteria. New evidence requirements for assessment, including volume and frequency.

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

worked effectively with information about the human body and its healthy functioning in at least 3 different situations

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

basic structure and functions of the body systems and associated components, including:

cells, tissues and organs

cardiovascular system

respiratory system

musculo-skeletal system

endocrine system

digestive system

urinary system

reproductive system

integumentary system

lymphatic system

nervous system, including sensory systems – eye and ear

the special senses – smell, taste, vision, equilibrium and hearing

immune system

processes, conditions and resources required by the body to support healthy functioning

body regulation including:

maintenance of body temperature

fluid and electrolyte (including PH) balance

elimination of wastes from the body

maintenance of blood pressure

protection from infection

physical activity – active and passive

Assessment Conditions

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:

use of suitable facilities, equipment and resources, including client health information

modelling of industry operating conditions, including integration of problem solving activities

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ced1390f-48d9-4ab0-bd50-b015e5485705

HLTWHS001 Participate in workplace health and safety

Modification History

Release	Comments
Release 3	Updated: assessor requirements statement foundation skills lead in statement licensing statement modification history to reflect 2012 standards Equivalent outcome.
Release 2	Minor corrections to formatting to improve readability. Equivalent competency outcome.
Release 1	This version was released in HLT Health Training Package release 1.0 and meets the requirements of the 2012 Standards for Training Packages. Updated to incorporate content of unit HLTWHS200A. Revised scope of unit to reflect requirements of workers. New evidence requirements for assessment.

Application

This unit describes the skills and knowledge required for workers to participate in safe work practices to ensure their own health and safety, and that of others.

The unit applies to all workers who require knowledge of workplace health and safety (WHS) to carry out their own work, either under direct supervision or with some individual responsibility.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements define the essential outcomes.	Performance criteria specify the level of performance needed to demonstrate achievement of the element.
1. Follow safe work practices	1.1 Follow workplace policies and procedures for safe work practices 1.2 Identify existing and potential hazards in the workplace, report them to designated persons, and record them according to workplace procedures 1.3 Follow workplace emergency procedures
2. Implement safe work practices	2.1 Identify and implement WHS procedures and work instructions 2.2 Identify and report incidents and injuries to designated persons according to workplace procedures 2.3 Take actions to maintain safe housekeeping practices in own work area
3. Contribute to safe work practices in the workplace	3.1 Raise WHS issues with designated persons according to organisational procedures 3.2 Participate in workplace safety meetings, inspections and consultative activities 3.3 Contribute to the development and implementation of safe workplace policies and procedures in own work area
4. Reflect on own safe work practices	4.1 Identify ways to maintain currency of safe work practices in regards to workplace systems, equipment and processes in own work area 4.2 Reflect on own levels of stress and fatigue, and report to designated persons according to workplace procedures

Foundation Skills

The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance.
Reading – in order to accurately read and interpret workplace safety policies and procedures including safety signs, dangerous goods classifications and safety instructions The remaining foundation skills essential to performance are explicit in the performance criteria of this unit

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ced1390f-48d9-4ab0-bd50-b015e5485705

Assessment Requirements for HLTWHS001 Participate in workplace health and safety

Modification History

Release	Comments
Release 3	Updated: assessor requirements statement foundation skills lead in statement licensing statement modification history to reflect 2012 standards Equivalent outcome.
Release 2	Minor corrections to formatting to improve readability. Equivalent competency outcome.
Release 1	This version was released in HLT Health Training Package release 1.0 and meets the requirements of the 2012 Standards for Training Packages. Updated to incorporate content of unit HLTWHS200A. Revised scope of unit to reflect requirements of workers. New evidence requirements for assessment.

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role.

There must be demonstrated evidence that the candidate has completed the following tasks at least once in line with state/territory WHS regulations, relevant codes of practice and workplace procedures:

contributed to a WHS meeting or inspection in workplace

conducted a workplace risk assessment and recorded the results

consistently applied workplace safety procedures in the day-to-day work activities required by the job role

followed workplace procedures for reporting hazards

followed workplace procedures for a simulated emergency situation.

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

state/territory legislation and how it impacts on workplace regulations, codes of practice and industry standards, including:

state/territory WHS authorities

rights and responsibilities of employers and workers, including duty of care

hazardous manual tasks

infection control

safety signs and their meanings, including signs for:

dangerous goods classifications

emergency equipment

personal protective equipment (PPE)

specific hazards such as sharps, radiation

hazard identification, including:

definition of a hazard

common workplace hazards relevant to the industry setting

workplace procedures for hazard identification

workplace emergency procedures

workplace policies and procedures for WHS

Assessment Conditions

Skills must be demonstrated:

in the workplace

OR

in an environment that provides realistic in-depth industry validated scenarios and simulations to assess candidates’ skills and knowledge.

Assessment must ensure use of:

current workplace policies and procedures for WHS

PPE relevant to the workplace and job role of the worker

In addition, assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ced1390f-48d9-4ab0-bd50-b015e5485705

HLTWHS003 Maintain work health and safety

Modification History

Release	Comments
Release 3	Updated: assessor requirements statement foundation skills lead in statement licensing statement modification history to reflect 2012 standards Equivalent outcome.
Release 2	Minor corrections to formatting to improve readability. Equivalent competency outcome.
Release 1	This version was released in HLT Health Training Package release 1.0 and meets the requirements of the 2012 Standards for Training Packages. Updated to include relevant content from HLTWHS401A. Revised scope of unit to reflect requirements of supervisor and/or line manager.

Application

This unit describes the skills and knowledge required to implement and monitor work health and safety (WHS) policies, procedures and work practices as part of a small work team.

This unit applies to workers who have a key role in maintaining WHS in an organisation, including duty of care for other workers.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
Elements define the essential outcomes.	Performance criteria specify the level of performance needed to demonstrate achievement of the element.
1. Contribute to workplace procedures for identifying hazards and controlling risks	1.1 Identify existing and potential hazards and record them according to workplace procedures 1.2 Contribute to the development of strategies for implementing risk controls in line with workplace procedures and policies 1.3 Implement risk controls in line with the hierarchy of risk control and workplace and legislative requirements 1.4 Identify and report issues with risk controls, including residual risk, in line with workplace and legislative requirements
2. Implement policies and procedures into work team processes	2.1 Regularly provide information about WHS policies and procedures to the work team 2.2 Provide information about identified hazards and the outcomes of risk assessment and risk controls to the work team 2.3 Monitor housekeeping practices to ensure that WHS policies and procedures are followed 2.4 Maintain WHS incident records in the work area according to workplace procedures and legislative requirements
3. Support consultation, cooperation and communication	3.1 Support workplace consultative procedures by encouraging work team participation in consultative activities 3.2 Report health and safety issues in line with workplace procedures and legislative requirements 3.3 Encourage and assist work team members to contribute to WHS

Foundation Skills

The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance.
Written communication – in order to complete a workplace risk assessment and complete a workplace incident report in line with regulatory guidelines and organisational policies Oral communication – in order to accurately present information to a small group of at least two participants The remaining foundation skills essential to performance are explicit in the performance criteria of this unit

Unit Mapping Information

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ced1390f-48d9-4ab0-bd50-b015e5485705

Assessment Requirements for HLTWHS003 Maintain work health and safety

Modification History

Release	Comments
Release 3	Updated: assessor requirements statement foundation skills lead in statement licensing statement modification history to reflect 2012 standards Equivalent outcome.
Release 2	Minor corrections to formatting to improve readability. Equivalent competency outcome.
Release 1	This version was released in HLT Health Training Package release 1.0 and meets the requirements of the 2012 Standards for Training Packages. Updated to include relevant content from HLTWHS401A. Revised scope of unit to reflect requirements of supervisor and/or line manager.

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role.

There must be demonstrated evidence that the candidate has completed the following tasks at least once in line with state/territory WHS regulations, relevant codes of practice and workplace procedures:

conducted a workplace risk assessment and recorded the results, including:

identification of hazards and potential hazards

risk assessment

strategies for minimising risk, and

analysis of residual risk

provided WHS information to at least two workers, including:

explanation of WHS policies and procedures

demonstration of safe housekeeping practices

correct use of personal protective equipment (PPE)

consistently monitored safety procedures in the day-to-day work activities required by the job role

completed a workplace incident report

followed workplace procedures for a simulated emergency situation

Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

State/territory legislation and how it impacts on workplace regulations, codes of practice and industry standards, including:

state/territory WHS authorities

rights and responsibilities of persons conducting a business or undertaking (PCBUs), officers and workers, including duty of care

legislative requirements for record-keeping and reporting

regulatory requirements relevant to the particular industry/type of work site

hazardous manual tasks

infection control

Hazards common to the work environment and how they cause harm

Principles of hazards and risk assessment, including:

hazard identification procedures

risk assessment process

residual risk

risk controls

hierarchy of control

Workplace emergency procedures

Workplace policies and procedures for WHS.

Assessment Conditions

Skills must be demonstrated in the workplace.

In addition, simulations and scenarios must be used where the full range of contexts and situations cannot be provided in the workplace or may occur only rarely. These are situations relating to emergency or unplanned procedures where assessment in these circumstances would be unsafe or is impractical.

Simulated assessment environments must simulate the real-life working environment where these skills and knowledge would be performed, with all the relevant equipment and resources of that working environment.

Assessment must ensure use of:

current workplace policies and procedures for WHS.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ced1390f-48d9-4ab0-bd50-b015e5485705

SHBBCCS001 Advise on beauty products and services

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to advise clients on a range of professional beauty products and services.

It requires the ability to investigate products and services, interpret information, identify client beauty needs and explain available beauty products and services.

This unit applies to workers in nail, make-up, and beauty salons. In these environments, they work in a team but have responsibility for maintaining their own product and treatment knowledge.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Client Services

Unit Sector

Beauty

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop product knowledge.	1.1 Source, interpret and maintain current information on beauty products and services. 1.2 Compare competitor and own salon’s beauty products, treatments, services and pricing structure. 1.3 Develop knowledge of organisational product and service range and prices.
2. Recommend salon services.	2.1 Discuss beauty requirements with client. 2.2 Identify factors that affect client suitability for services. 2.3 Recommend salon services and book client appointment.
3. Prepare client for product demonstration.	3.1 Check readiness of service area and availability of product stock. 3.2 Identify client requirements and select suitable products. 3.3 Protect client clothing from product spillage during demonstration. 3.4 Cleanse skin area for demonstration if required.
4. Demonstrate beauty care products.	4.1 Apply selected products explaining product application, benefits and features, as required. 4.2 Respond to client queries. 4.3 Evaluate recommended product with client. 4.4 Follow up on product performance or treatment outcome with client as required. 4.5 Clean and restock service area for next service.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Skill	Description
Writing skills to:	provide a client with a personal product recommendation using standardised format.
Oral communication skills to:	use active listening and open and closed probe questioning to interact with clients in a polite and friendly manner select and use appropriate terminology in consultations with clients and discussions with team members.
Numeracy skills to:	calculate service cost and product prices.
Technology skills to:	access credible online publications and internet resources that builds knowledge for providing advice to clients use client software to book client for service, record stock data and product purchases.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=255d312b-db07-48f2-b6d6-1b0b06c42898

Assessment Requirements for SHBBCCS001 Advise on beauty products and services

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

present information on a new product or service demonstrating knowledge of:

features and benefits

availability

typical clients that will benefit

advise and sell six products and services to clients with differing product and service requirements demonstrating:

ability to identify client needs and constraints

selection of suitable products or treatments

presentation of features and benefits

demonstration of products

responses to client questions.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

legal requirements relevant to advice and sale of beauty products and services:

federal, state or territory and local health and hygiene regulations relevant to product demonstration

skin penetration regulations and requirements

anti-discrimination legislation

consumer legislation

organisational policies and procedures relevant to the sale of products and services

effects and benefits of professional product ranges for:

nail care

make-up

skin care

effects, benefits and contraindications to the following treatments:

manicure and pedicare

facial services

body services

hair reduction services

factors that affect suitability of organisational services and products to client needs:

allergies and sensitivities to ingredients in skin care

budgetary and time constraints

client ability to follow home care advice

contraindications

ethical considerations

specialised product knowledge:

contraindications

causes of skin sensitivities or allergies

basic ingredients or materials in products

complementary products and services

features and use of products

ordering procedures

products in workplace range

shelf life and use-by date

stock availability

storage requirements

warranties.

Assessment Conditions

Skills must be demonstrated in a beauty industry environment; this can be:

a beauty industry workplace or

a simulated beauty workplace set up for the purpose of skills assessment, that provides services to paying members of the public.

Assessment must ensure access to:

paying clients, both new and regular, with different beauty products and services requirements, who have the expectation that the services provided reflect those of a commercial business

hand washing facilities:

basin

hot and cold running water

liquid soap

single use towels or hand dryer

relevant workplace documentation:

blank client records

organisational policies and procedures relevant to selling products and services

manufacturer instructions for equipment

safety data sheets for cleaning products and, where applicable, for treatment products

product manuals listing product ingredients, formulations, labelling and guidelines for use

salon treatment menus and prices.

Assessment must ensure use of:

beauty products from a comprehensive professional range:

nail care

make-up

skin care.

Assessment activities that allow the individual to:

provide advice within commercially realistic speed, timing and productivity

demonstrate competency in an environment reflective of real work situations

manage tasks and contingencies in the context of the job role.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors and:

hold a qualification as a beautician or beauty therapist

have worked as a beautician for at least three years where they have applied the skills and knowledge of this unit of competency.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=255d312b-db07-48f2-b6d6-1b0b06c42898

SHBBMUP002 Design and apply make-up

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to apply facial make-up products for day, evening or special occasions.

It requires the ability to consult with clients, analyse face and skin, and to demonstrate and apply make-up products to suit client needs or make-up brief.

This unit applies to beauty therapists, retail assistants, and make-up freelancers who work in beauty salons, retail cosmetic outlets, and settings that provide make-up services. In this environment they make routine service decisions within a defined range and have knowledge and skills of a variety of make-up products and application techniques.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Make-Up Services

Unit Sector

Beauty

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Establish make-up requirements.	1.1 Confirm make-up requirements and occasion with client. 1.2.Identify contraindications to make-up service and refer client to appropriate professional, as required. 1.3.Prepare service area, equipment and self.
2. Design make-up plan.	2.1 Design make-up plan according to analysis, occasion, and colour design principles. 2.2 Confirm make-up plan with client. 2.3 Cleanse face and neck to thoroughly remove make-up. 2.4 Identify skin type, colour, tone and undertone to select foundation. 2.5 Identify facial shape and areas requiring corrective make-up. 2.6 Select make-up products and equipment.
3. Apply make-up.	3.1 Apply make-up products sequentially according to make-up plan. 3.2 Explain products and application to client throughout make-up service. 3.3 Seek client feedback to evaluate make-up application and adjust as required.
4. Apply false eyelashes.	4.1 Conduct patch test for eyelash adhesive and note adverse reactions. 4.2 Advise client of suitability for application of false eyelashes. 4.3 Apply strip or individual eyelashes according to manufacturer instructions.
5. Provide post service advice.	5.1 Provide advice on make-up products and techniques to maintain make-up throughout occasion. 5.2 Provide advice for make-up removal and recommend make-up removal products. 5.3 Seek client feedback and update make-up plan. 5.4 Explain possible adverse reactions to client. 5.5 Demonstrate application of make-up products to client for maintenance of make-up look throughout the occasion. 5.6 Recommend and sell products to maintain the make-up look throughout the occasion and discuss future services.
6. Clean service area.	6.1 Clean non disposable make-up equipment and tools. 6.2 Restock equipment and products to prepare for next service. 6.3 Dispose of general waste to minimise negative environmental impacts.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Skill	Description
Oral communication skills to:	use effective questioning and active listening techniques to consult with client, confirm requirements and monitor service outcomes.
Reading skills to:	interpret and follow manufacturer instructions and safety data sheets for use of cleaning, make-up products and equipment.
Numeracy skills to:	calculate service price, product quantities and time.

Unit Mapping Information

SIBXFAS201A Design and apply make-up

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=255d312b-db07-48f2-b6d6-1b0b06c42898

Assessment Requirements for SHBBMUP002 Design and apply make-up

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

communicate, develop and adjust make-up plan to apply safe and appropriate make-up for the following client requirements:

two different day events

two different evening events

three different skin colours or ethnic backgrounds of varying ages

design and record make-up plan for each client specifying details of:

areas requiring corrective make-up

client image and occasion

colour analysis and design

contraindications to make-up services

facial shape

highlighting and shading

products and application techniques

skin types and conditions

demonstrate safe and correct use of the following make-up products:

blushes

cleansers

concealers

eye shadows

eyeliners

false lashes

liquid and solid foundations

lip gloss

highlighters

lip liners

lipsticks

mascaras

pencils

powders

pre make-up stabilisers or primers

skin care

present self, according to organisational policy

manage product quantities to avoid waste of consumables

comply with health and hygiene regulations and requirements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

state or territory and local health and hygiene regulatory requirements relevant to make-up services

organisational policies and procedures relevant to make-up services:

client record management

equipment and product use and maintenance

incident reporting

personal hygiene and presentation

waste disposal

work health and safety

operator’s legal and insurance liabilities and responsibilities regarding to application of make-up

scope of practice:

when to refer clients to other practitioners

importance of not stating a diagnosis of contraindications

factors which influence the application of make-up:

facial shapes and their relationship to elements and principles of make-up design

effects of natural light and artificial light on cosmetics

colour design principles:

colour wheel

primary, secondary, tertiary, complementary and grey scale colours

tonal value, hue and shade

appearance of the following common skin types and conditions and their relationship to make-up services:

oily/lipid

dry/alipid/lipid dry

diffused red

contraindications, that prevent or restrict make-up services, and their relationship to make-up services:

bacterial, fungal, parasitic and viral infections

contact lenses

rashes

recent skin treatments:

injectables

intense pulsed light

laser

surgery

common ingredients in make-up products and their effects on skin and appearance

chemical formulations of:

eyeliners

eyeshadows

facial powder

foundations

lipsticks

mascara

colours in cosmetics

effects created by application of specific make-up products and colour application techniques:

highlighting

shading

contouring

selection, care and infection control for make-up tools and equipment:

applicators

brushes

lash curlers

magnifying mirror

make-up box

pallets

pencil sharpeners

spatulas

sponges

tweezers

sustainable operating procedures for the conservation of product, water and power

aftercare advice and products to maintain and remove make-up application.

Assessment Conditions

Skills must be demonstrated in a beauty or make-up services environment; this can be:

an industry workplace or

a simulated beauty workplace set up for the purpose of skills assessment, that provides beauty services to paying members of the public or freelance services for paid make-up assignments.

Assessment must ensure access to:

paying clients, both new and regular or models as part of paid assignments, with different make-up requirements, who have the expectation that the services provided reflect those of a commercial business

hand washing facilities:

basin

hot and cold running water

liquid soap

single use towels or hand dryer

relevant workplace documentation:

blank client records

organisational policies and procedures relevant to make-up services

manufacturer instructions and safety data sheets.

Assessment must ensure use of:

adjustable make-up chair

brush sanitiser

cleaning and disinfection products and equipment

cover to protect client’s clothes

disposable cotton buds, facial wipes, spatulas and tissues

false eyelashes

hand held mirror

headband or hair clips

magnifying lamp

make-up equipment:

brushes for foundation, eye make-up and powder

disposable mascara wands

lash curler

pencil sharpeners

sponges and wedges

tweezers

make-up lighting at workstation

make-up products from a comprehensive professional range:

blushers

concealers

eye shadows

eyeliners

foundations – water based, oil based, solid or fluid

glosses

lipsticks

mascaras

pencils

powders

pre make-up products

skin cleansers, toners, moisturisers.

Assessment activities that allow individuals to:

complete make-up services within commercially realistic speed, timing and productivity

demonstrate competency in an environment reflective of real work situations

manage tasks and contingencies in the context of the job role.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors and:

have worked in the beauty or make-up industry for at least three years where they have applied the skills and knowledge of this unit of competency.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=255d312b-db07-48f2-b6d6-1b0b06c42898

SHBBSKS001 Pierce ear lobes

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to pierce ear lobes.

It requires the ability to consult with clients, select and use piercing tools and studs to pierce one or both ear lobes.

This unit applies to beauticians and retail beauty consultants who work in beauty salons and retail cosmetic outlets. In this environment they make routine service decisions within standard routines and procedures and are responsible for providing the service within skin penetration guidelines.

No occcupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Skin Services

Unit Sector

Beauty

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Establish client priorities.	1.1 Access and review client treatment plan if available. 1.2 Establish ear piercing requirements with client. 1.3 Obtain informed and signed parent or guardian consent if required. 1.4 Identify and explain contraindications to ear piercing service, and refer client to appropriate professional as required. 1.5 Explain treatment sequence and factors that may restrict treatment. 1.6 Confirm revised treatment plan, record updates and obtain signed client consent.
2. Prepare for piercing.	2.1 Prepare service area, client and self. 2.2 Select ear piercing equipment and products. 2.3 Use energy, water and other resources efficiently during preparation and subsequent treatment process.
3. Apply piercing.	3.1 Apply infection control and skin penetration procedures throughout service. 3.2 Cleanse and disinfect treatment site and mark ears for piercing. 3.3 Confirm earring placement with client. 3.4 Load stud gun and pierce ear lobes.
4. Review service and provide post service advice.	4.1 Evaluate pierced ears service with client. 4.2 Record outcomes of pierced ears service on client treatment plan. 4.3 Provide aftercare advice and recommend products and future treatments.
5. Clean service area.	5.1 Clean service area, equipment and work surfaces according to organisational policies and procedures. 5.2 Restock equipment and products in preparation for next service. 5.3 Dispose of general waste to minimise negative environmental impacts and according to organisational policies and procedures.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Skill	Description
Reading skills to:	interpret, and follow manufacturer instructions and safety data sheets for safe use of cleaning and treatment products and equipment.
Numeracy skills to:	calculate treatment times, product quantities and price.
Technology skills to:	use client software to update client notes, record stock data and product purchases.

Unit Mapping Information

SIBBSKS201A Pierce ears

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=255d312b-db07-48f2-b6d6-1b0b06c42898

Assessment Requirements for SHBBSKS001 Pierce ear lobes

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

communicate, follow and adjust treatment plans to provide three safe and appropriate ear lobe piercing services for clients

maintain client records for each client specifying details of:

aftercare advice

adverse reactions

client name and address

contraindications

follow up advice

outcomes of treatment

procedure followed

studs used

type of ear piercing

provide ear lobe piercing services that demonstrate:

consultation with client to agree on selection and placement of earrings

compliance with infection control and skin penetration procedures

minimum discomfort for client

placement of studs according to client requirements

accurate advice on care of wound, studs and maintenance of earrings

cleaning of ear piercing equipment according to skin penetration guidelines

present self, according to organisational policy

comply with health, hygiene and skin penetration regulations and requirements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

state or territory and local health and hygiene and skin penetration regulations and requirements relevant to piercing ear lobes

legal responsibilities in relation to infection control, sterilising, registration or licensing of business and maintenance of premises

infectious disease transmission routes and prevention of infection transmission as it relates to ear piercing services

infection control procedures and application of standard precautions as they apply to the provision of ear piercing services

organisational policies and procedures relevant to piercing ear lobes:

client record management

equipment use and maintenance

incident reporting

personal hygiene and presentation

presentation of treatment area

waste disposal

work health and safety

legal and insurance liabilities and responsibilities in regard to treatments

scope of practice:

when to refer clients to other practitioners

importance of not stating a diagnosis of a contraindication

cleaning and maintenance of piercing gun and equipment

simplified cross section of the skin

anatomy of the ear lobe

workplace equipment and product range

contraindications that prevent or restrict treatment or require referral to a medical professional and relationship to ear piercing services:

bacterial, fungal, parasitic and viral infections

clients under influence of alcohol or drugs

hypertrophic and keloid scarring tendency

non-normal skin

scar tissue and lesions

skin trauma

adverse effects of ear piercing and required action:

inflammation

infection of the ear lobe

care and maintenance procedures for recently pierced ears

care and maintenance procedures for earrings

process, forms and requirements for informed parental consent for minors

sustainable operating procedures for the conservation of product, water and power

aftercare advice and products to care for pierced ear lobes.

Assessment Conditions

Skills must be demonstrated in a beauty industry environment; this can be:

a beauty industry workplace or

a simulated beauty workplace set up for the purpose of skills assessment, that provides services to paying members of the public.

Assessment must ensure access to:

paying clients, both new and regular, with ear lobe piercing requirements, who have the expectation that the services provided reflect those of a commercial business

hand washing facilities:

basin

hot and cold running water

liquid soap

single use towels or hand dryer.

Assessment must ensure use of:

adjustable client chair

antiseptic and home-care products for care of wound

cleaning and disinfection products and equipment

ear piercing gun

personal protective equipment:

disposable gloves

sterile, single use disinfecting skin swabs

studs

surgical marking pen.

Assessment activities that allow the individual to:

provide ear piercing service within commercially realistic speed, timing and productivity

demonstrate competency in an environment reflective of real work situations

manage tasks and contingencies in the context of the job role.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors and:

have worked in the beauty industry for at least three years where they have applied the skills and knowledge of this unit of competency.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=255d312b-db07-48f2-b6d6-1b0b06c42898

SIRCCCS001 Interact with pharmacy customers

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to community pharmacy customers. It requires the ability to greet and serve customers and cover a range of customer service enquiries including routine customer problems.

This unit applies to pharmacy assistants who work under supervision, with guidance from more experienced team members, and ultimately under the supervising pharmacist. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Client and Customer Service

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Greet and interact with customers.	1.1.Prioritise customers over other workplace duties. 1.2.Greet customers in a polite and friendly manner within designated response times. 1.3.Communicate with customers clearly and concisely. 1.4.Question and actively listen to customer responses to determine their needs. 1.5.Identify and act on triggers for referral to a pharmacist or other pharmacy staff.
2. Respond to routine customer needs.	2.1.Direct customers to key product areas within the pharmacy. 2.2.Explain and match pharmacy products and services to customer needs. 2.3.Use tact and discretion when collecting and providing information to customers.
3. Work with others to deliver service.	3.1.Follow directions of supervisors and managers to deliver quality service. 3.2.Share information with others and contribute constructively to the team to maximise quality of service provided. 3.3.Resolve routine customer problems according to scope of own job role and organisational policy. 3.4.Refer service issues beyond scope of own job role to colleagues for action. 3.5.Provide customer feedback to supervisors or managers. 3.6.Recognise limits of own skills and knowledge in responding to customer needs and seek assistance from others.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCCCS001 Interact with pharmacy customers

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

communicate effectively, using questioning and active listening to provide routine service to customers of diverse ages, physical wellbeing and cultural background

manage six customer interactions using the following communication methods:

face-to-face

telephone

resolve two different routine customer problems.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

importance of the customer within community pharmacies

principles of quality customer service and positive communication

value of customer feedback in improving service delivery

communication techniques:

open and closed questioning

active listening

verbal and non-verbal cues

voice tonality

body language

methods for conveying information clearly and concisely

professional service standards expected by community pharmacies; expected attitudes, attributes and ethics to work with customers:

discretion

patience

respect

sensitivity

tact

tolerance

community pharmacy industry and organisational:

types of internal and external customers and their varying needs

routine customer requests and needs and how to respond:

triggers for referral to pharmacist or more senior pharmacy colleagues

designated response times for acknowledging customers and their enquiry

personal presentation standards

customer service policies and procedures including those for handling routine customer service problems

typical routine customer problems that occur within community pharmacies and how to respond:

incorrect pricing of products and services

delays in providing products or services

misunderstanding of customer requests

providing incorrect products or services

requests for refunds or exchanges.

Assessment Conditions

Skills must be demonstrated in a community pharmacy customer service environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

telephones

community pharmacy industry policies and procedures:

customer service

resolving routine customer service problems

customers with whom the individual can interact; these can be:

paying customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCCCS002 Provide and promote services to pharmacy customers

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to use communication skills to engage with diverse customers to determine their needs, take opportunities to enhance the quality of service provided and promote additional services. It requires the ability to respond to difficult behaviour and complaints. Service provision could be face-to-face, via electronic means or over the telephone.

This unit applies to those frontline service personnel who deal with customers on a daily basis. They work with some independence, under limited supervision and guidance from others but ultimately under the supervising pharmacist.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Client and Customer Service

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Communicate with internal and external customers.	1.1.Communicate with customers in a polite, professional and friendly manner within designated response times. 1.2.Use appropriate language and tone in both written and spoken communication. 1.3.Observe, respond to and use appropriate non verbal communication. 1.4.Use active listening and questioning to facilitate effective two way communication. 1.5.Select and use communication medium and format appropriate to the situation.
2. Provide service to customers.	2.1.Respect and respond to diverse customers and their varying needs. 2.2.Establish rapport with customers to promote goodwill and trust during service delivery. 2.3.Identify customer needs and expectations using tact and discretion. 2.4.Recognise and respond to customers with special needs, and adapt communication style accordingly. 2.5.Anticipate customer questions and provide appropriate scope and depth of information to meet their needs. 2.6.Provide appropriate service time and special assistance to customers with special needs. 2.7.Monitor time and proactively communicate with customers to manage competing customer service priorities. 2.8.Identify high-risk customers and refer to relevant colleagues when services needs go beyond scope of own job role.
3. Enhance and promote services.	3.1.Identify and take opportunities to enhance service quality beyond immediate requests of customers. 3.2.Use communication skills to engage with customers and anticipate broader customer needs. 3.3.Consider full range of products and services offered when providing services. 3.4.Recognise potential health care support needs and provide current and accurate information on options. 3.5.Regularly obtain information to update knowledge of current and new pharmacy health care support services.
4. Respond to behaviours of concern.	4.1.Identify potential for conflict and take swift and tactful action to prevent escalation. 4.2.Deal with behaviours of concern firmly and diplomatically using resolution techniques to manage challenging circumstances. 4.3.Take action discreetly to minimise impact on other customers. 4.4.Prioritise safety of self and others, identify threats and request assistance.
5. Respond to customer complaints.	5.1.Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint. 5.2.Respond to customer complaints positively, sensitively and politely. 5.3.Seek solutions by consulting the customer. 5.4.Resolve complaints according to individual empowerment and organisational policy. 5.5.Refer complex service issues to relevant colleagues according to organisational procedures. 5.6.Maintain a positive and cooperative manner at all times.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret written customer communications of varying complexity.
Technology skills to:	use online information systems operate telephone equipment.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCCCS002 Provide and promote services to pharmacy customers

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

communicate effectively and provide quality customer service to customers of diverse ages, physical wellbeing and cultural background

manage six customer interactions using the following communication methods:

face-to-face (at least four)

telephone

respond appropriately to:

two complaints

two situations where customers exhibit behaviours of concern.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service and positive communication

communication techniques:

open and closed questioning

active listening

verbal and non-verbal cues

voice tonality and volume

body language

methods for conveying information clearly and concisely

essential features, conventions and usage of these types of communication media:

email

telephone

general characteristics of the main social and cultural groups in Australian society and key aspects of their cultural and religious protocols and preferences for service and communication

professional service standards expected of pharmacy service industry personnel; expected attitudes, attributes and ethics to work with customers:

discretion

patience

respect

sensitivity

tact

tolerance

community pharmacy industry and organisational:

types of internal and external customers; their service and communication expectations

types of high risk customers

designated response times for acknowledging customers and their enquiry

personal presentation standards

customer service policies and procedures including those for handling complaints and difficult customer behaviour

basic aspects of stresses faced by customers with special circumstances, their potential needs, and communication techniques to manage these types of customers, including when referral to the pharmacist is indicated:

alcohol and/or drug affected

people with disabilities

people with mental health issues

the elderly

the physically unwell

those with special language or cultural needs

basic causes and types of behaviours of concern exhibited by community pharmacy customers:

aggression and verbal abuse

confusion and cognitive impairment

intoxication and influence of illicit drugs

intrusive behaviour

manipulation

noisiness

wandering

conflict theory:

signs

stages and levels of escalation

types of resolution or result

complaint and conflict resolution and communication techniques:

assertiveness

active listening

empathy

nonverbal communication

language style

negotiation

key provisions of the Community Pharmacy Service Charter

sources of information on pharmacy health care support services:

Commonwealth Government Department of Health

Current Community Pharmacy Agreement

in-house information system

industry associations

online and printed brochures

types of health care support and professional services offered by pharmacies, including the basic features, benefits, administration and service requirements of:

Aboriginal and Torres Strait Islander Programs; those relevant to customer interaction

Australian Needle and Syringe Program

blood glucose testing

blood pressure testing

obstructive sleep apnoea services

supply and hire of home health care aids and equipment

Medicines Use review (MUR)

Home Medicines Review (HMR)

Diabetes Medication Management Service

provision of Dose Administration Aids (DAAs)

a range of formats for and inclusions of information presented to customers.

Assessment Conditions

Skills must be demonstrated in a community pharmacy customer service environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

telephones

community pharmacy industry policies and procedures:

customer service

complaint handling

handling behaviours of concern

current Community Pharmacy Service Charter

online and printed brochures describing pharmacy health care services

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

assessment activities that allow the individual to work with commercial speed, timing and productivity to provide information and advice to customers within acceptable industry and organisational timeframes.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCCPM001 Assist in managing Pharmacy Medicines and Pharmacist Only Medicines

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to support the management of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). It requires the ability to implement predetermined pharmacy systems and procedures for supplying, monitoring and maintaining compliant locations and responding to changes in scheduling classifications.

This unit applies to senior pharmacy and dispensary assistants working in community pharmacies. When supporting the management of Pharmacy Medicines and Pharmacist Only Medicines they work under the direct supervision of a pharmacist. In this context, they lead and guide other team members.

This unit incorporates the requirement for pharmacy and dispensary assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Community Pharmacy Management

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Implement systems for supplying Pharmacy Medicines and Pharmacist Only Medicines.	1.1.Access and interpret pharmacy system procedures and documents for managing the supply of S2 and S3 medicines. 1.2.Make all current pharmacist-approved procedures readily accessible to staff. 1.3.Explain systems and procedures and confirm understanding. 1.4.Monitor staff adherence to systems and procedures and promptly resolve non-compliance issues. 1.5.Identify pharmacy procedures for initial and ongoing training and make arrangements for fulfilling training requirements. 1.6.Participate in updating procedures for supplying S2 and S3 medicines.
2. Maintain compliance with positioning and storage requirements.	2.1.Monitor location of S2 and S3 medicines to meet scheduling requirements. 2.2.Identify potential non-compliant locations and report to pharmacist. 2.3.Obtain approval from pharmacist and adjust locations.
3. Respond to changes in scheduling of Pharmacy Medicines and Pharmacist Only Medicines.	3.1.Access and interpret information on introduction of new S2 and S3 medicines and changes to schedule classification. 3.2.Confirm understanding of changes though discussion with pharmacist and take instructions for required planning and action. 3.3.Relocate S2 and S3 medicines to meet new scheduling requirements. 3.4.Make new information available to staff, clearly explain requirements and confirm understanding. 3.5.Identify and act on flow on effects for updating procedures, training, and lists of consumer information sources.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Technology skills to:	use online information systems to search for scheduling information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCCPM001 Assist in managing Pharmacy Medicines and Pharmacist Only Medicines

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

explain all aspects of systems and procedures for managing the supply of Pharmacy Medicines and Pharmacist Only Medicines

over a two month period, monitor location of Pharmacy Medicines and Pharmacist Only Medicines, identify non-compliant medicine locations, report to pharmacist and make adjustments

demonstrate correct procedures to respond to a change in scheduling classification:

required actions for relocation

staff updating.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role boundaries and responsibilities of pharmacy assistants and pharmacists in managing the supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)

role of the Pharmacy Board of Australia in setting standards for the supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)

role and aspects of pharmacy quality programs that assist in managing the supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)

for the organisation:

designated areas for product placement of S2 items

designated areas for storage areas for S3 items

staff training requirements and options to support understanding of:

new medicines

medicines that are down or up scheduled

organisational systems and procedures for managing the supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3):

monitoring correct location of S2 and S3 scheduled items

maintaining shelf facings

monitoring staff adherence to procedures

response to changes in scheduling classification and introduction of newly scheduled medicines

sources of information on changes in scheduling and the types of information provided by each:

Therapeutic Goods Administration (TGA)

Standard for the Uniform Scheduling of Medicines and Poisons (SUSMP)

industry association websites and professional publications

Pharmacy Board of Australia.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)

a diverse commercial product range of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)

current plain English guidelines issued by regulatory and industry bodies covering:

current scheduling requirements

changes to scheduling requirements

organisational system documents and procedures for managing the supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)

team members with whom the individual can interact; these can be:

staff in an industry workplace; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCCPM002 Coordinate a pharmacy quality system

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to implement a predetermined pharmacy quality system. It requires the ability to maintain organisational policies, procedures, operations manuals and other quality system records; communicate requirements to pharmacy staff and ensure their participation. It covers coordinating external audits, monitoring and reviewing system effectiveness and making recommendations for improvement. Quality standards can be internal or those for a quality program such as the Quality Care Pharmacy Program (QCPP).

This unit applies to senior pharmacy and dispensary assistants working in community pharmacies whose quality activities are supervised by a pharmacy manager or pharmacist. In this context, they work with some independence and lead and guide other team members in quality activities.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Community Pharmacy Management

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Maintain quality system documents.	1.1.Interpret quality standards and evaluate current policies and procedures for compliance and utility to the business. 1.2.Review and update pharmacy operations manual regularly and maintain records of reviews. 1.3.Develop and maintain accurate and complete records of quality assurance monitoring activities. 1.4.Maintain current and accurate training records for staff. 1.5.Report deficiencies in policies, procedures, manuals and record keeping systems to pharmacy manager. 1.6.Obtain approval and modify documentation according to organisation procedures.
2. Coordinate quality system practices.	2.1.Communicate quality standards, policies, procedures and quality assurance monitoring activities to staff. 2.2.Confirm understanding, and encourage and support staff participation in quality practices. 2.3.Arrange mentoring, coaching and training to support adherence to standards and quality practices. 2.4.Monitor operational activities to ensure policies and procedures are followed and quality standards are maintained. 2.5.Check regular quality assurance monitoring activities are completed according to schedules. 2.6.Assess and report adherence to quality standards.
3. Coordinate audits.	3.1.Prepare documentation for cyclical external quality audits. 3.2.Participate in quality audits and provide assistance to assessors. 3.3.Coordinate and report on remedial actions required by external audits within designated deadlines.
4. Monitor, review and continuously improve quality systems.	4.1.Monitor and review performance against quality standards and identify areas for improvement. 4.2.Discuss issues and challenges with operational and managerial staff and seek feedback on quality systems. 4.3.Evaluate information and develop ideas for improvement based on feedback received. 4.4.Report potential improvements to work practices and quality systems and seek approval. 4.5.Implement approved changes and communicate new policies, procedures and quality assurance monitoring activities to staff.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret complex documents including quality standards, instructions for external audits and audit compliance reports.
Writing skills to:	develop and maintain complex documents including policies and procedures, reports on potential work practice improvements, evidence based documents for quality audits and audit report responses providing clear evidence of remedial actions.
Technology skills to:	produce and file quality system documents and use online information systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCCPM002 Coordinate a pharmacy quality system

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

take responsibility for coordinating all aspects of a pharmacy quality system over a period of two months

monitor operational activities, over this two month period, to ensure two specific policies, and procedures are followed

check that two specific quality assurance monitoring activities are completed according to schedule

develop updates to two policies and two procedures and communicate changes to staff

complete one review of the operations manual and communicate changes to staff

monitor, review and record details of performance against two quality standards and document comprehensive recommendations for improvements to work practices and quality systems

coordinate processes required for one external quality audit.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

roles and responsibilities of quality system coordinator, operational and managerial staff in quality system management processes

format, content and use of:

pharmacy industry quality standards

organisational policies and procedures that align to quality standards

operations manuals

quality assurance monitoring records

staff training records

explanatory instructions for external audits

audit compliance reports

scheduling requirements for quality assurance monitoring activities

methods for communicating quality standards, policies, procedures and quality assurance monitoring activities to staff

record keeping requirements for quality assurance systems

basic principles of evidence based assessment and record keeping

methods of monitoring adherence to quality standards, policies and procedures

external audit processes:

purpose of external audits

role of external auditor

process for preparing and presenting required documents

requirements for and methods of responding to non-compliances identified by audit.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy, dispensary and administration areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy industry quality standards; these can be:

organisation specific standards used by a pharmacy; or

those for a pharmacy industry quality program such as the Quality Care Pharmacy Program (QCPP)

explanatory instructions for external audits

the following documents:

a suite of organisational policies and procedures that align to the quality standards

an operations manual

quality assurance monitoring records

staff training records

audit compliance reports

schedules for quality assurance monitoring activities

community pharmacy staff with whom the individual can interact; these can be:

staff in an industry workplace; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCCPM003 Lead and develop pharmacy teams

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to lead and develop staff in a community pharmacy. It requires the ability to identify and plan pharmacy staffing needs; set clear performance expectations and goals; build a strong team culture; and identify and respond to skill development needs.

This unit applies to retail, front of pharmacy and other managers working in community pharmacies. They work with significant autonomy and are responsible for making a range of management decisions across single or multiple pharmacy outlets.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Community Pharmacy Management

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Plan staffing needs of the pharmacy.	1.1.Interpret and use organisational information and pharmacy health-care standards, values and goals to inform own understanding of staffing requirements. 1.2.Analyse current and projected volume and type of work. 1.3.Assess existing team skills, knowledge and attitude to ensure access to required mix and level of skills. 1.4.Identify and document the need for additional staff to meet pharmacy human resource requirements based on analysis. 1.5.Ensure availability of appropriate human resource policies to support effective operation of staff and pharmacy.
2. Positively influence individuals and teams.	2.1.Encourage, value and reward individual and team contributions. 2.2.Develop rapport and nurture ongoing positive relationships with team members. 2.3.Communicate roles, responsibilities and expectations and promote individual and team work accountability. 2.4.Gain positive acceptance and support of information and ideas from team.
3. Make informed decisions.	3.1.Gather and analyse information relevant to issues under consideration. 3.2.Seek and consider feedback and new ideas from team members. 3.3.Encourage individuals and teams to actively participate in decision-making process. 3.4.Examine and assess risks and options and determine preferred course of action. 3.5.Communicate decisions to individuals and teams clearly and promptly. 3.6.Prepare plans to implement decisions after agreement by relevant individuals and teams. 3.7.Monitor implementation and impact of decisions using reliable feedback processes.
4. Review and respond to staff development needs.	4.1.Identify and document current and future staff development needs. 4.2.Provide ongoing personal advice, coaching and mentoring to build team skill base and performance. 4.3.Provide opportunities for staff development of skills and knowledge according to organisational policies. 4.4.Document and include cost of staff training and development in budgets and operational plans. 4.5.Provide staff feedback and direction on professional development needs.
5. Enhance the image of the business.	5.1.Conduct business in a way consistent with pharmacy health-care standards and values. 5.2.Identify any inappropriate values, standards and behaviour and promptly discuss with staff in a professional and constructive manner. 5.3.Act as a positive role model through high standards of personal performance.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret detailed organisational human resource policies, procedures and job descriptions.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCCPM003 Lead and develop pharmacy teams

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the contexts of the job role, and:

take responsibility for leading a pharmacy team over a period of two months

analyse and plan for staffing levels and skill mix to meet workload, for the forthcoming twelve month trading period

plan and budget for staff skill development needs for a twelve month trading period

provide information to staff about roles, responsibilities and goals for two specific sales and service activities

actively involve team members in decision-making processes and develop and communicate clear outcomes and plans for two sales and service issues

conduct a counselling discussion in response to inappropriate workplace behaviour.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key features of pharmacy operational environments:

different job roles and boundaries of responsibility, including managerial roles

skills, knowledge and attitude required to fulfil pharmacy job roles

typical volume of work and staffing levels

key features of pharmacy industry health-care standards and values

format, content and use of:

human resource policies

job descriptions

staffing budgets

operational plans

different leadership styles and characteristics of effective leadership

techniques for motivating team members and building a team-oriented environment:

affirming respect for individual behaviour and differences

involving individuals and teams in decision making processes

providing encouragement and opportunities for skill development

recognising abilities, achievements and positive workplace behaviour

rewarding individuals and teams

methods for assessing staff skills, knowledge and behaviour

techniques for

decision making and their application to typical workplace issues

conflict resolution and staff counselling.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

the following documents which can be:

organisational human resource policies

pharmacy job descriptions

staffing budgets

operational plans

a team whose overall performance is the responsibility of the individual; this can be:

staff in an industry workplace; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCCPM004 Manage pharmacy sales and service delivery

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to monitor, maintain and improve pharmacy sales and service delivery. It requires the ability to develop and implement quality customer service practices; determine and monitor sales targets; monitor supply arrangements and work operations for productivity.

This unit applies to retail, front of pharmacy and other managers working in community pharmacies. They work with significant autonomy and are responsible for making a range of management decisions across single or multiple pharmacy outlets.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Community Pharmacy Management

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop and implement quality customer service practices.	1.1.Obtain and analyse information on customer service needs and expectations. 1.2.Develop documented policies and procedures for quality service provision and communicate to pharmacy staff. 1.3.Maintain adequate resources for optimum customer service provision according to budget allocation. 1.4.Seek and use feedback from customers to improve service. 1.5.Encourage team members to take responsibility for meeting customer requirements. 1.6.Resolve customer complaints referred by team members using conflict resolution and communication techniques. 1.7.Monitor customer service in the workplace to ensure standards are met. 1.8.Assess the effectiveness of customer service practices. 1.9.Identify systemic customer service problems and adjust policies and procedures to improve service quality.
2. Monitor, maintain and improve sales.	2.1.Determine sales targets and ensure consistency with pharmacy values, objectives and business plan. 2.2.Clearly communicate sales targets and periods to staff. 2.3.Monitor sales data, provide feedback to staff and adjust sales targets according to operational constraints. 2.4.Develop and provide current and accurate sales records to relevant personnel and act on relevant reports.
3. Monitor supply of goods.	3.1. Maintain accurate records of suppliers and stock availability. 3.2.Identify and communicate market factors affecting supply of medicines and products to relevant personnel. 3.3.Take immediate corrective action for potential or actual problems with supply. 3.4.Identify and recommend new supplier arrangements to maintain and improve sales and service delivery.
4. Maintain, monitor and improve work operations.	4.1.Assess current workloads, and schedule work to maximise sales and service efficiency and quality. 4.2.Assist staff in prioritisation of workload through supportive feedback and coaching. 4.3.Monitor efficiency and service levels through close contact with day to day operations. 4.4.Identify sales and service problems and take immediate operational action to rectify. 4.5.Proactively consult with colleagues about systemic ways to improve efficiency and service levels, including potential for new technologies and other innovations. 4.6.Identify and recommend potential improvements to business processes and systems.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret complex supplier agreements and contracts.
Writing skills to:	develop and document comprehensive sales reports and customer service policies and procedures.
Numeracy skills to:	interpret complex sales data.
Technology skills to:	use the system capabilities and functions of a pharmacy stock control and sales data system develop complex documents.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCCPM004 Manage pharmacy sales and service delivery

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

take responsibility for managing all aspects of pharmacy sales and service delivery over a period of two months

collect and evaluate customer feedback for two month period

evaluate and resolve three referred customer complaints

determine staff sales targets for the two month period and produce documents which clearly present targets

monitor sales data and performance and make monthly target adjustments according to operational constraints

produce fortnightly sales reports over the two month period

maintain fortnightly records of stock availability, evaluate supply issues fortnightly over the two month period and rectify problems

develop a report at the end of the two month period, detailing operational difficulties and recommendations for improving business productivity. Issues to be covered:

systematic customer service problems

sales

product supply

business processes and systems.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service

professional service standards expected of pharmacy personnel

pharmacy customer groups and their service preferences and expectations

format, contents and use of:

customer service and complaint resolution policies and procedures

sales targets

sales reports

methods of monitoring adherence to customer service standards and policies

methods of collecting customer feedback

methods of determining sales targets in line with pharmacy values and objectives

overview of:

pharmacy product range

specifications for quality of supplier merchandise

sources of product and supplier information

sources of information on negotiated cost of supply, contractual arrangements and preferred supplier arrangements

features and functions of pharmacy stock control and sales data software.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware

stock control and sales data software currently used by the community pharmacy industry

the following documents which can be:

sales target documents

sales reports

information on negotiated cost of supply, contractual arrangements and preferred supplier arrangements

customer service and complaint resolution policies and procedures

specifications for quality of supplier merchandise

customers and team members with whom the individual can interact; these can be:

customers and staff in an industry workplace; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCCPM005 Manage pharmacy premises, equipment and merchandise

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to manage the maintenance and presentation of pharmacy premises, equipment and merchandise, including pricing, in line with the image of a professional health provider.

This unit applies to retail, front of pharmacy and other managers working in community pharmacies. They work with significant autonomy and are responsible for making a range of management decisions across single or multiple pharmacy outlets.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Community Pharmacy Management

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Manage pharmacy appearance and access.	1.1.Develop, document and implement organisational procedures for pharmacy housekeeping and maintenance. 1.2.Monitor and maintain pharmacy housekeeping standards. 1.3.Provide easy and safe access into and within pharmacy for people with mobility aids. 1.4.Maintain professional services area as clearly distinguishable from general trading area. 1.5.Identify and resolve merchandise and pharmacy presentation problems.
2. Maintain pharmacy equipment and stock storage.	2.1.Develop and document maintenance schedules for pharmacy equipment according to manufacturer recommendations. 2.2.Coordinate maintenance and repairs of pharmacy equipment to ensure serviceability and correct calibration. 2.3.Complete and maintain accurate records of maintenance and repairs. 2.4.Maintain areas for receiving and storing stock in appropriate conditions for stock category. 2.5.Ensure refrigerated storage is cold chain tested and certified at regular intervals. 2.6.Maintain room temperatures in pharmacy professional, trading and storage areas according to organisational requirements.
3. Manage pharmacy merchandise presentation.	3.1.Ensure layout and presentation promote customer flow, and comply with scheduled medicine display requirements and visual merchandising policies and plans. 3.2.Develop and implement layout assessment checks. 3.3.Organise location for display of temporary specials and promotions. 3.4.Define standards for visual presentations and displays and clearly communicate to team members. 3.5.Ensure team members maintain clean and tidy displays according to display plans. 3.6.Consult with front of pharmacy team members to assess customer response to space allocations.
4. Maintain pharmacy merchandise pricing.	4.1.Maintain pricing of pharmacy medicines and products according to organisational pricing policy. 4.2.Clearly communicate accurate pricing information and changes to team members. 4.3.Ensure current and accurate pricing is maintained on all displays.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret a range of familiar and detailed documents including organisational policies and manufacturer instructions for equipment maintenance.
Numeracy skills to:	calculate dimensions of pharmacy areas to plan customer flow and space for displays interpret complex pricing policies, calculate and maintain correct prices.
Technology skills to:	produce and file procedures, pricing and maintenance documents.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCCPM005 Manage pharmacy premises, equipment and merchandise

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, and:

manage all aspects of the maintenance and presentation of pharmacy premises and equipment, merchandise and pricing over a period of two months

develop, document and implement maintenance schedules for the two month period

coordinate over the two month period:

scheduled maintenance of pharmacy equipment

scheduled and unscheduled calibration of pharmacy equipment

required testing and certification of pharmacy refrigeration

maintain areas for receiving and storing pharmacy stock for two supply periods, including requirements for cold chain items

manage merchandise pricing, space allocation and display for:

three temporary specials displays

three changed locations for permanent stock.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

format, content and use of:

housekeeping and maintenance procedures

maintenance schedules

maintenance and repair records

presentation standards and procedures

location and basic aspects of manufacturer instructions for maintenance and repairs

maintenance requirements for different types of pharmacy equipment

calibration requirements for pharmacy equipment and content of calibration charts

testing and certification requirements and schedules for pharmacy refrigeration

optimum environmental storage conditions for pharmacy medicines and products, including temperature, light and humidity controls for perishable and cold chain dispensary items

overview of pharmacy product and service range

legal requirements for product placement and advertising of Pharmacy Medicines (S2)

front of pharmacy layouts and principles for:

ease of access for people with mobility aids

defining a professional services area

customer flow

effective placement of merchandising displays

basic aspects of visual merchandising principles

organisational:

merchandising policies and plans

merchandise space allocations

pricing policy.

Assessment Conditions

Skills must be demonstrated in a pharmacy with a designated front of pharmacy area and stock control and storage facilities for perishable and non-perishable pharmacy stock. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

refrigerator or freezer dedicated to pharmaceuticals

pharmacy display stands and shelving, shelf facings and signage for products and services

demountable promotional display fixtures

a diverse commercial product range of unscheduled medicines and products and Pharmacy Medicines

product labels and price tickets

manufacturer instructions for a range of pharmacy equipment

calibration requirements and charts for pharmacy equipment

testing and certification requirements and schedules for pharmacy refrigeration

the following documents which can be:

housekeeping and maintenance procedures

maintenance schedules

maintenance and repair records

merchandising policies and plans

merchandise space allocations

pricing policy

price lists

team members with whom the individual can interact; these can be:

staff in an industry workplace; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCCPM006 Develop a pharmacy product and service range

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to investigate, plan for and update a range of pharmacy products and services at regular intervals. It requires the ability to continually analyse the market; choose and introduce products and services; negotiate the cost of supply, determine pricing policies; and monitor quality.

This unit applies to retail, front of pharmacy and other managers working in community pharmacies. They work with significant autonomy and are responsible for making a range of management decisions across single or multiple pharmacy outlets.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Community Pharmacy Management

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Analyse market.	1.1.Identify pharmacy customer groups and analyse their product and service preferences. 1.2.Analyse sales and stock data to identify demand for products and seasonal variations. 1.3.Identify and use opportunities to improve pharmacy product and service range. 1.4.Research and identify potential new products and services. 1.5.Evaluate supplier claims, and refer recommendations to pharmacist. 1.6.Identify market competition for specific products and services.
2. Plan front of pharmacy product and service range.	2.1.Analyse existing pharmacy product and service range against pharmacy values and objectives, market analysis and sales performance. 2.2.Document specifications clearly and accurately for new merchandise quality. 2.3.Determine display space requirements and optimum product or service mix according to market analysis. 2.4.Plan for updating of product range at regular intervals. 2.5.Identify product lines to be deleted and take action to minimise adverse effects on profit. 2.6.Consolidate stock to maximise sales potential.
3. Maximise profit.	3.1.Calculate or estimate product range contributions against budget targets. 3.2.Develop product range assessment checks and implement against budget targets. 3.3.Negotiate cost of supply and terms of trade to maximise profit margins. 3.4.Develop and document complete and accurate records of negotiations and agreements to appropriate personnel. 3.5.Determine pricing policies for products and services according to nett profit margin stated in pharmacy merchandising plan. 3.6.Clearly document pricing policies for use by pharmacy staff.
4. Introduce new products and services.	4.1.Provide clear information to staff about new product and service range, and implement relevant staff training. 4.2.Demonstrate, promote and display new products and services to staff.
5. Monitor quality.	5.1.Establish specifications for quality of supplier merchandise. 5.2.Monitor merchandise quality during supply and delivery process and rectify deficiencies. 5.3.Check stock return figures and analyse against target figures.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret complex information on customer profiles, product and service preferences supplier contracts and terms of trade.
Oral communication skills to:	conduct negotiations of significant commercial value.
Numeracy skills to:	complete complex calculations for cost of supply for various quantities, product mark-up structures and profitable selling prices.
Technology skills to:	use the system capabilities and functions of a pharmacy stock control and sales data system.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCCPM006 Develop a pharmacy product and service range

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research four different pharmacy customer groups and their product and services preferences

review the performance of two different categories of pharmacy products and services

research and identify two new products and suppliers for each of the two product categories chosen

identify product line for deletion for one of the product categories chosen

develop and document pricing policies for the four new products

monitor the quality and performance of new supply over a two month trading period and rectify deficiencies.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on pharmacy customer groups and their product and service preferences

overview of pharmacy product range

front of pharmacy layout and space requirements for different categories of pharmacy products

pharmacy values and objectives that impact on product and service provision

overview of current competitor products, services and price structure

format and content of sales budgets, sales and stock reports and their use in analysing product performance

sales budget targets for:

turnover

profit

format, content and use of:

merchandising plans

product pricing policies

specifications for quality of supplier merchandise

sources of product and supplier information

principles of negotiation, stages in the negotiating process and different techniques that can be applied

key components of contracts and agreements with suppliers:

nature of agreements and contracts

preferred supplier agreements

terms and obligations of parties

terms of trade

exclusion clauses

dispute resolution clauses

termination of contracts

methods of monitoring quality of supply and identifying systematic deficiencies

features and functions of pharmacy stock control and sales data software.

Assessment Conditions

Skills must be demonstrated in a pharmacy with a designated front of pharmacy area. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

stock control and sales data software currently used by the community pharmacy industry

online information systems

customer profiles and product and service preferences

the following documents which can be:

sales budgets

sales reports

stock reports

supplier product and cost information

supplier contracts and agreements

supplier terms of trade

merchandising plans

product pricing policies

specifications for quality of supplier merchandise

team members with whom the individual can interact; these can be:

staff in an industry workplace; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCDIS001 Assist customers with prescriptions

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to collect and verify customer prescription information; lodge scripts for dispensing; and return dispensed prescription items to customers on behalf of the dispensing pharmacist.

This unit applies to pharmacy and dispensary assistants working in community pharmacies. When supplying prescribed medications they work under the direct supervision of a pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Dispensary

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Verify prescription and customer details.	1.1.Follow organisational procedures for supplying prescription medicines throughout customer transaction. 1.2.Approach customer in a timely manner and accept prescriptions. 1.3.Check customer prescriptions for currency. 1.4.Confirm details of customer name, address, entitlements and age as appropriate. 1.5.Respect privacy and confidentiality of customer information.
2. Confirm customer prescription needs.	2.1.Identify and confirm items to be dispensed. 2.2.Provide brand substitution information according to organisational procedures, determine customer preference and obtain consent. 2.3.Recognise and refer prescription discrepancies and other situations to supervisor or pharmacist. 2.4.Advise customers of expected prescription preparation and delivery time. 2.5.Accurately record customer information for dispensing and lodge verified prescriptions.
3. Return prescribed medicines to customers.	3.1.Verify pharmacist has checked dispensed prescription items and check for correct medicines and quantities against prescription. 3.2.Verify correctness of dispensed items with customer and ensure customer or agent signs and dates prescription as confirmation of receipt. 3.3.Read and pass on messages from pharmacist and use questioning to confirm customer understanding. 3.4.Recognise customer need for additional assistance or therapeutic advice and refer to pharmacist. 3.5.Supply dispensed medicines in appropriate packaging. 3.6.Provide information on companion products required to effectively use medicines. 3.7.Retain filled prescriptions in nominated secure area.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCDIS001 Assist customers with prescriptions

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and across a forty hour work period:

accept and process Pharmaceutical Benefits Scheme (PBS) and other prescriptions and return dispensed medicines to customers

identify and interpret customer information and dispensing requirements for each of the following customer types:

agents acting on behalf of customers

concessional customers

customers without Medicare card

general customers

Repatriation Pharmaceutical Benefits Scheme (RPBS) customers.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role boundaries and responsibilities of pharmacy and dispensary assistants when accepting prescriptions and returning dispensed medicines to customers

primary content of Pharmaceutical Benefits Scheme (PBS) and Medicare Australia system benefit rules:

customer eligibility and access

payments for general customers (without concessional cards) and concessional customers

supplying repeat prescriptions

organisational procedures for supplying prescription medicines:

accepting and delivering dispensed prescriptions; checking and documentation requirements

triggers for referral to supervisor or pharmacist

offering brand substitution

collecting and supplying information to an agent acting on behalf of a customer

maintaining privacy and confidentiality of customer information

filing dispensed prescriptions

privacy and confidentiality principles relevant to prescription transactions with customers

basic aspects of this range of prescription types:

Pharmaceutical Benefits Scheme (PBS):

authority

concession

general

private

Repatriation Pharmaceutical Benefits Scheme (RPBS)

types of providers that can issue

legal and valid format of prescriptions and required content

types of prescription discrepancies and how to respond:

incomplete or incorrect prescriber or customer details

out-of-date prescriptions

cancelled, dispensed and completed prescriptions

forged or altered information

written by prescriber for self-treatment

requests for excessive quantities

brand substitution information:

product costing policy reflecting brand price premiums and therapeutic premiums

meaning of the term ‘bioequivalent’ products as defined by the Therapeutic Goods Administration (TGA)

different types of packaging for prescription medicines and reasons for use:

opaque packaging

paper bags.

Assessment Conditions

Skills must be demonstrated in a pharmacy with a designated front of pharmacy and operational dispensary area. This must be in an industry workplace, which meets Pharmacy Board of Australia and relevant industry standards for dispensary operations.

Assessment must ensure use of:

a diverse commercial product range of dispensed medicines

dispensed medicines with attached:

cautionary and advisory medicine labels

customer medicine labels with directions for use

a diverse range of real or fictitious, valid and fully completed prescription types:

Pharmaceutical Benefits Scheme (PBS):

authority

concession

general

private

Repatriation Pharmaceutical Benefits Scheme (RPBS)

different types of packaging for prescription medicines:

opaque packaging

paper bags

current plain English guidelines issued by regulatory bodies covering Pharmaceutical Benefits Scheme (PBS) and Medicare Australia system benefit rules

organisational procedures for supplying prescription medicines

customers with whom the individual can interact

pharmacists with whom the individual can interact.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCDIS002 Deliver medicines to customers outside the pharmacy

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan for and deliver dispensed medications and other pharmacy products to the homes of community pharmacy customers.

This unit applies to pharmacy and dispensary assistants working in community pharmacies. When supplying dispensed medications and other pharmacy products they work under the direct supervision of a pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

Nil

Competency Field

Dispensary

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Confirm customer delivery requirements.	1.1.Identify pharmacy products and prescription items for delivery. 1.2.Check and confirm customer delivery address, contact details and suitable delivery time. 1.3.Contact customer and confirm products expected, estimated delivery time, payment method and persons authorised to accept delivery. 1.4.Plan deliveries in a logical sequence for efficiency and optimum customer service.
2. Prepare and plan prescription deliveries.	2.1.Verify pharmacist has checked dispensed prescription items against customer order and included required information. 2.2.Complete own check for correct medicines and quantities against prescription. 2.3.Liaise with pharmacist to confirm method of providing customer advice. 2.4.Prepare items for delivery to meet handling and storage requirements. 2.5.Confirm delivery documentation is accurate and complete. 2.6.Use navigation aids to plan most efficient delivery route. 2.7.Schedule deliveries to suit requirements of pharmacy and customers.
3. Deliver medicine to customers.	3.1.Follow organisational procedures when delivering dispensed medicines and other products outside the pharmacy. 3.2.Verify customer or agent identity and age when required. 3.3.Verify correctness of delivered items with customer and ensure customer or agent signs and dates prescription and other delivery documents as confirmation of receipt. 3.4.Arrange for pharmacist follow-up in situations requiring additional assistance or therapeutic advice. 3.5.Receive, check and record payment using point-of-sale systems. 3.6.Make alternative arrangements where delivery has failed.
4. Reconcile delivered items and records.	4.1.Reconcile medicines and other items collected for delivery with items distributed. 4.2.Reconcile payment with value of items sold. 4.3.Accurately complete delivery documentation and records.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCDIS002 Deliver medicines to customers outside the pharmacy

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

deliver dispensed medicines and other products outside the pharmacy on five different occasions

store, transport and package each of the following correctly for delivery:

products in different forms

products that are light sensitive

products that are heat sensitive

deliver the following range of pharmacy medicines and products and complete required documentation:

Pharmacy Medicines (S2)

Pharmacist Only Medicines (S3)

Prescription Only Medicines (S4).

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role boundaries and responsibilities of pharmacy and dispensary assistants when delivering medicines outside the pharmacy

circumstances which require and trigger referral to a pharmacist

organisational procedures for home delivery of dispensed prescriptions and products:

responding to unavailability of the customer or authorised agent to accept delivery

arranging for a pharmacist to provide follow-up therapeutic advice and information to the customer

protecting security of self, product and cash

responding to theft, loss or accident

receiving, processing and documenting payments

maintaining privacy and confidentiality of customer information

navigation aids for route planning and their features

privacy and confidentiality principles relevant to prescription and pharmacy product transactions with customers

storage and transport conditions and packaging for a range of pharmacy medicines and products in these forms:

drops

liquids

ointments and creams

pessaries

suppositories

tablets and capsules

formats for, use and contents of:

customer medicine labels with directions for use

order documents

delivery documents and schedules

features and functions of community pharmacy point-of-sale software.

Assessment Conditions

Skills must be demonstrated between:

a pharmacy with a designated operational dispensary area. This must be in an industry workplace, which meets Pharmacy Board of Australia and relevant industry standards for dispensary operations; AND

delivery locations which may be real or simulated.

Assessment must ensure use of:

information technology hardware and software

dispensary point-of-sale software currently used by the community pharmacy industry

online information systems

a diverse commercial product range of dispensed:

Pharmacy Medicines (S2)

Pharmacist Only Medicines (S3)

Prescription Only Medicines (S4)

dispensed medicines with attached:

cautionary and advisory medicine labels

customer medicine labels with directions for use

packing materials and storage containers appropriate for different types of pharmacy medicines and products:

medicines of different forms

light sensitive items

heat sensitive items

real or fictitious, valid and fully completed prescriptions

order documents

delivery documents and schedules

maps or online navigation aids

organisational procedures for home delivery of dispensed prescriptions and products

customers with whom the individual can interact

pharmacists with whom the individual can interact

assessment activities that allow the individual to:

work with commercial speed, timing and productivity to:

process delivery documentation and schedule multiple deliveries for each service period

complete deliveries within nominated deadlines

plan delivery routes in a logical sequence to achieve efficient delivery outcomes.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCDIS003 Assist in dispensing prescriptions

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to assist pharmacists with the preparation of prescription medicines. It requires the ability to check patient and prescription details; operate a computerised dispensing system; and select, label and despatch medicines from the dispensary after a pharmacist has checked all details.

This unit applies to dispensary assistants working in community pharmacies. When dispensing prescribed medications they work under the direct supervision of a pharmacist and their role is limited to those dispensing functions that do not require them to exercise professional pharmaceutical judgement or discretion.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to dispense scheduled medicines.

Pre-requisite Unit

SIRCDIS001 Assist customers with prescriptions

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Dispensary

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Check prescription details.	1.1.Follow organisational procedures for dispensing prescription medicines throughout dispensing process. 1.2.Accept and action in a logical and time-efficient sequence to serve customers effectively. 1.3.Check prescriptions for legality, validity and completeness. 1.4.Refer incomplete or invalid prescriptions to pharmacist for action with clear information about any discrepancies. 1.5.Identify situations requiring pharmacist clarification and ask questions to obtain instruction.
2. Record prescription information.	2.1.Enter patient, prescription and entitlement details from original prescription into dispensary computer system. 2.2.Check electronic data entry for match to patient and prescription details. 2.3.Recognise dispensary system alerts of medication and patient issues and refer to pharmacist for resolution. 2.4.Use computer software to select and record brand changes. 2.5.Accurately enter prescriber’s specific directions for medication label. 2.6.Generate one printed label for each pack, repeat authorisations and Consumer Medicine Information (CMI).
3. Select and label prescribed medications.	3.1.Use original prescription to accurately select medications manually or robotically and to check medication form, strength and quantity. 3.2.Check printed label for directions for use, drug strength and quantity against original prescription and correct identified errors. 3.3.Apply printed labels and appropriate cautionary and advisory labels to each pack. 3.4.Ensure pharmacy labels do not obscure important information on manufacturer label.
4. Assemble prescribed medications and finalise documentation.	4.1.Assemble prescribed medicines with all relevant documentation and counselling aids. 4.2.Present dispensed items and prescription to pharmacist for verification. 4.3.Place in a container that leaves all items visible. 4.4.Place container in pharmacy-designated private collection location for return of prescription medication to customer.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCDIS003 Assist in dispensing prescriptions

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and across a forty hour work period:

assist in dispensing varied prescription types, both original and repeat, for different forms of medications both original and generic

assist in dispensing prescriptions for each of these customer types:

general customers

concessional customers

Repatriation Pharmaceutical Benefits Scheme (RPBS) customers.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role boundaries and responsibilities of dispensary assistants and pharmacists in dispensing prescriptions

basic aspects of industry and regulatory guidelines for dispensing prescription medicines:

Pharmaceutical Society of Australia’s Professional Practice Standards – provisions relevant to dispensing

Pharmacy Board of Australia Guidelines for Dispensing of Medicines

basic aspects of these key legal product labelling requirements:

batch numbering

cautionary and advisory information

expiry dates

product names

organisational procedures for dispensing prescription medicines:

accessing and maintaining security of the dispensary area

validation of prescription content

checks required for repeat prescriptions, including those generated by a different pharmacy

requirements for pharmacist checks of dispensing activities

pricing of dispensed prescription items for concessional and non-concessional supply

maintaining privacy and confidentiality of customer information

housekeeping

private prescription pricing guidelines for:

items not subsidised by Pharmaceutical Benefits Scheme (PBS)

quantity not subsidised by Pharmaceutical Benefits Scheme (PBS)

repeats not subsidised by Pharmaceutical Benefits Scheme (PBS)

medicines that do not count towards the safety net

prescription written for a person without a Medicare card including overseas visitors

co-payment discounted prescriptions

key terminology, jargon and common abbreviations relevant to dispensing prescriptions:

conventions used in prescription writing

dose forms

instructions for the use of medicines

medical terminology found on prescriptions

major drug groups and their expected effects on the body

a range of formats for, use and contents of:

cautionary and advisory medicine labels

customer medicine labels with directions for use

dispensary layout:

sequential positioning of medications along shelves

location of controlled substances under specific storage conditions

grouping of Pharmacist Only Medicines (S3)

refrigeration

features and functions of community pharmacy:

dispensary software

bar coding equipment.

Assessment Conditions

Skills must be demonstrated in a pharmacy with a designated operational dispensary area. This must be in an industry workplace, which meets Pharmacy Board of Australia and relevant industry standards for dispensary operations.

Assessment must ensure use of:

information technology hardware and software

dispensary software currently used by the community pharmacy industry

pharmacy storage locations, shelf facings and signage for dispensary medicines

a diverse commercial product range of medicines

a diverse range of real or fictitious, valid and fully completed prescription types:

Pharmaceutical Benefits Scheme (PBS):

authority

concession

general

private

Repatriation Pharmaceutical Benefits Scheme (RPBS)

cautionary and advisory medicine labels

pharmacy medicine labels to insert customer details and directions for use

current guidelines, directives and standards, issued by government regulators or industry groups, for dispensing prescription medicines to include:

Pharmaceutical Society of Australia’s Professional Practice Standards – provisions relevant to dispensing

Pharmacy Board of Australia Guidelines for Dispensing of Medicines

organisational procedures for dispensing prescription medicines

customers with whom the individual can interact

pharmacists with whom the individual can interact.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCDIS004 Assist in preparing dose administration aids

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to package pharmaceutical products in Dose Administration Aids (DAAs). It requires the ability to set up pre-packaged doses of prescribed medicines to be administered over set periods, verify contents with a pharmacist and complete DAA patient records. This may be for new and ongoing individual customers or for multiple customers in residential care settings.

This unit applies to senior dispensary assistants working in community pharmacies. When preparing DAAs they work under the direct supervision of a pharmacist and their role is limited to those dispensing functions that do not require them to exercise professional pharmaceutical judgement or discretion.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to dispense scheduled medicines.

Pre-requisite Unit

SIRCDIS001 Assist customers with prescriptions

SIRCDIS003 Assist in dispensing prescriptions

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Dispensary

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare to pack dose administration aids.	1.1.Follow organisational procedures for preparing DAAs throughout dispensing process. 1.2.Schedule processing of orders to meeting despatch deadlines. 1.3.Follow organisational process for dealing with new DAA patients. 1.4.Read, check and follow dose administration and packaging documentation and instructions. 1.5.Maintain personal hygiene and handle medicines and containers hygienically to avoid contamination. 1.6.Set up packaging containers, other consumables and equipment according to manufacturer instructions. 1.7.Confirm availability of patient medicines and identify medications not suitable for packing in a DAA.
2. Pack dose administration aids.	2.1.Prepare and attach labels with required DAA information to header cards. 2.2.Fill DAAs according to pharmacist instructions and patient record of medications. 2.3.Include Consumer Medicine Information (CMI) with patient DAAs. 2.4.Ensure all requested patient medications not packed in DAA are provided. 2.5.Reconcile dispensed medicines with DAA packed medicines in terms of form, dose, strength and quantity. 2.6.Present filled containers, any additional medications, CMI and patient record of medications for evidence checking by pharmacist. 2.7.Obtain pharmacist approval, sign off on document and pack filled containers.
3. Complete administration and maintenance activities.	3.1.Store filled DAA orders in designated area awaiting collection or delivery. 3.2.Follow organisational procedures to clean and maintain dose administration area. 3.3.Use computerised dispensary system to accurately record DAA client and medication information. 3.4.Make changes to DAAs already provided to patients as directed by pharmacist. 3.5.Dispose of waste according to environmental requirements, patient privacy protocols and organisational waste management procedures.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCDIS004 Assist in preparing dose administration aids

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

assist in preparing twelve dose administration aids (DAAs)

assist in preparing DAA orders for each of these customer types:

new customers

ongoing customers.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role boundaries and responsibilities of dispensary assistants and pharmacists in the preparation of dose administration aids

circumstances which require and trigger referral to a pharmacist

basic aspects of the Pharmaceutical Society of Australia’s Professional Practice Standards – provisions relevant to dose administration aids services

organisational procedures for preparing dose administration aids:

accessing and maintaining security of the dispensary area

dealing with new DAA patients

requirements for pharmacist checks of DAAs

patient record keeping

logging of all filled and verified DAAs

cleaning and maintenance of dose administration area

disposal of rejected dispensary items to minimise environmental impacts and protect confidentiality of patient information

formats for, use and contents of:

drug charts

patient medication profiles, both simple and complex

service contracts

DAA orders

features, functions and uses of different types of DAAs:

re-usable dosette boxes

tamper-proof, sealed DAAs

features of medications not suitable for packing in a DAA

features, functions and operating requirements of DAA equipment:

heat or press sealing equipment

irons

pill splitters

formats for, use and required contents of DAA labels:

pharmacy name and address

phone number

consumer name

active ingredients

brand name

strength

directions for use

cautionary and advisory information

packing and expiry date

personal hygiene practices to avoid contamination of medicines and dose administration containers

environmental protection practices for disposal of waste

features and functions of dispensary software specifically for keeping patient DAA records.

Assessment Conditions

Skills must be demonstrated in a pharmacy with a designated operational dispensary area. This must be in an industry workplace, which meets Pharmacy Board of Australia and relevant industry standards for dispensary operations.

Assessment must ensure use of:

information technology hardware and software

dispensary software currently used by the community pharmacy industry

pharmacy storage locations for filled customer prescriptions

pharmacy storage locations, shelf facings and signage for unscheduled medicines, Pharmacy Medicines (S2), and Pharmacist Only Medicines (S3)

different types of DAAs:

re-usable dosette boxes

tamper-proof, sealed DAAs

DAA equipment

a diverse commercial product range of solid pharmacy medicines; tablets and capsules

a range of completed:

prescriptions

drug charts

patient medication profiles

service contracts

DAA orders, instructions and checklists

materials for DAA labelling (for cautionary and advisory details and to print customer details, medicine details and directions for use)

Pharmaceutical Society of Australia’s Professional Practice Standards – provisions relevant to dose administration aids services

organisational procedures for preparing dose administration aids

customers with whom the individual can interact

pharmacists with whom the individual can interact

assessment activities that allow the individual to work with commercial speed, timing and productivity to prepare dose administration aids within nominated deadlines.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCDIS005 Assist in preparing extemporaneous prescriptions

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to assist pharmacists to prepare ingredients and non-sterile extemporaneous pharmaceutical products from fixed formulas.

This unit applies to senior dispensary assistants working in community pharmacies. When preparing extemporaneous prescriptions, they work under the direct supervision of a pharmacist and their role is limited to those compounding functions that do not require them to exercise professional pharmaceutical judgement or discretion.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to dispense scheduled medicines.

Pre-requisite Unit

SIRCDIS001 Assist customers with prescriptions

SIRCDIS003 Assist in dispensing prescriptions

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Dispensary

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare for compounding process.	1.1.Follow organisational procedures for preparing extemporaneous prescriptions throughout compounding process. 1.2.Obtain and interpret compounding worksheet and seek additional direction from pharmacist when clarification needed. 1.3.Clean compounding work area to avoid spoilage of pharmaceutical products. 1.4.Maintain personal hygiene, handle ingredients, equipment and containers hygienically throughout compounding process to avoid contamination. 1.5.Select measuring and mixing equipment of correct type and size for the task. 1.6.Safely assemble, ensure cleanliness and check calibration of equipment before use. 1.7.Select and use personal protective equipment to avoid personal injury during the compounding process.
2. Select and measure ingredients.	2.1.Identify and select required ingredients specified in compounding worksheet. 2.2.Sort and safely assemble raw materials according to sequence of compounding processes. 2.3.Measure ingredient quantities according to worksheet specifications.
3. Prepare compounded products.	3.1.Prepare ingredients by grinding, milling or heating according to worksheet specifications. 3.2.Combine ingredients according to worksheet specifications. 3.3.Inspect compounded product to confirm quality and adjust according to individual responsibility or refer to pharmacist. 3.4.Confirm labelling requirements with pharmacist and prepare accurate and complete labels. 3.5.Select dispensing containers specified by pharmacist. 3.6.Attach medication, cautionary and advisory labels to containers as directed. 3.7.Transfer final compounded product to labelled containers. 3.8.Present completed compounded items, prescription and worksheet to pharmacist for verification. 3.9.Check pharmacist worksheet calculations and alert pharmacist to any discrepancies.
4. Maintain records and compounding materials.	4.1.Record prescription information using appropriate pharmacopoeial name, active ingredient and quantity. 4.2.Follow pharmaceutical numerical conventions when recording quantities and units of measurement. 4.3.Return unused ingredients to storage and adjust stock records. 4.4.Maintain inventory levels of raw materials and consumable equipment. 4.5.Monitor storage conditions to ensure product integrity is maintained. 4.6.Dispose of waste, especially hazardous substances, according to environmental requirements and organisational waste management procedures.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret familiar and detailed organisational procedures.
Numeracy skills to:	apply pharmaceutical numerical conventions.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCDIS005 Assist in preparing extemporaneous prescriptions

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

interpret and follow compounding worksheets to assist in preparing each of the following types of extemporaneous prescriptions which must be of consistent quality and of varying quantities:

Australian Pharmaceutical Formulary and Handbook formulations for both adults and children

combined proprietary products

dermatological preparations (simple creams)

modified formulations to remove colours or preservatives

reconstituted products

assist in preparing extemporaneous prescriptions for products in each of the following forms:

creams

drops

gels

liquids

ointments

pastes

powders

use the following range of measuring and mixing equipment to prepare each of the above:

heating equipment

mixing slabs

mortar and pestle

spatulas and mixing rods

syringes

tweezers

volumetric containers; beakers and measuring cylinders.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role boundaries and responsibilities of dispensary assistants and pharmacists in preparing extemporaneous prescriptions

circumstances which require and trigger referral to a pharmacist

basic aspects of the Pharmaceutical Society of Australia’s Professional Practice Standards – provisions relevant to compounding (extemporaneous dispensing)

organisational procedures for preparing extemporaneous prescriptions:

validation of worksheet content and calculations

calibrating measuring equipment

requirements for pharmacist checks of compounded items

record keeping for compounding, prescription and stock control activities

cleaning and maintenance of compounding area

personal hygiene

waste disposal

common terms and abbreviations used in prescription writing as detailed in the Australian Pharmaceutical Formulary and Handbook (APF) of the Pharmaceutical Society of Australia

properties and characteristics of:

drops

creams

gels

liquids

ointments

pastes

powders

pharmaceutical raw materials:

forms

quality or grades

strengths

storage conditions for optimum quality

methods to measure liquids, including accurate reading of meniscus

mixing techniques to achieve even distribution of ingredients, including levigation

layout of compounding and storage areas:

arrangement of measuring and other equipment

grouping and positioning of pharmaceutical raw materials

equipment used to prepare extemporaneous prescriptions:

essential features and functions

care and storage requirements

calibration schedules

safe operational practices

cleaning and disinfecting techniques and products used for:

compounding work areas and work bench surfaces

compounding equipment

effective cleaning of water based ingredients

effective cleaning of oil based ingredients

role, use and basic content of Safety Data Sheets (SDS) or plain English workplace documents or diagrams that interpret SDS content:

for work health and safety purposes

for environmental protection purposes

workplace hazards, associated health and safety risks and safe work practices for:

using sharp equipment

handling hazardous substances; both, pharmaceutical raw materials and cleaning products

types and correct use of personal protection equipment for preparing extemporaneous prescriptions

the meaning of a range of chemical hazard codes and symbols

personal hygiene practices to avoid contamination of pharmaceutical raw materials and compounded items

environmentally sound disposal methods for hazardous waste:

pharmaceutical raw materials

cleaning products

pharmaceutical sharps

features and functions of dispensary and stock control software specifically for:

recording extemporaneous prescription and compounding information

recording stock levels.

Assessment Conditions

Skills must be demonstrated in a pharmacy with a designated operational compounding area and storage facilities for pharmaceutical raw materials. This must be in an industry workplace which meets Pharmacy Board of Australia and relevant industry standards for preparing extemporaneous prescriptions.

Assessment must ensure use of:

information technology hardware and software

dispensary and stock control software currently used by the community pharmacy industry

refrigerator or freezer dedicated to pharmaceuticals

measuring and mixing equipment:

heating equipment

mixing slabs

mortar and pestle

spatulas and mixing rods

syringes

tweezers

volumetric containers; beakers and measuring cylinders

a range of containers:

air-tight containers

light-resistant (amber glass or high-density plastic) containers

moisture-proof containers

sealed containers for ready-to-use unit-doses

secure packaging including child-resistant containers

waste disposal bags and containers for pharmaceutical waste including sharps containers

personal protective equipment:

closed footwear

disposable gloves

face masks

hairnets

lab coats

safety glasses or goggles

a diverse commercial product range of pharmaceutical raw materials in these forms:

drops

creams

gels

liquid

ointments

pastes

powders

purified water

cleaning and disinfecting products used for:

compounding work areas and work bench surfaces

compounding equipment

cleaning cloths:

dry

lint-free

wet

fully completed compounding worksheets for a diverse range of extemporaneous prescriptions

cautionary and advisory medicine labels

pharmacy medicine labels to insert customer details and directions for use

Pharmaceutical Society of Australia’s Professional Practice Standards – provisions relevant to compounding (extemporaneous dispensing)

organisational procedures for preparing extemporaneous prescriptions

pharmaceutical and cleaning product Safety Data Sheets (SDS) or plain English workplace documents or diagrams that interpret SDS content

pharmacists with whom the individual can interact

assessment activities that allow the individual to work with commercial speed, timing and productivity to complete compounding activities within nominated deadlines.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCDIS006 Maintain dispensary stock

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to assist pharmacists maintain all types of dispensary stock including scheduled medicines, perishable goods and raw materials for compounding. It requires the ability to order, receive and store stock, maintain its quality and administer stock control records.

This unit applies to senior dispensary assistants working in community pharmacies. When maintaining dispensary stock, they work under the direct supervision of a pharmacist and their role is limited to those functions that do not require them to exercise professional pharmaceutical judgement or discretion.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Dispensary

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Order dispensary stock.	1.1.Follow organisational procedures for stock maintenance activities. 1.2.Identify dispensary stock maintenance requirements. 1.3.Refer to and interpret preferred supplier arrangements and confirm stock availability, cost and delivery times. 1.4.Seek direction or clarifications from pharmacist and obtain pharmacist approval for stock orders. 1.5.Place clear, unambiguous documented orders for dispensary items within required timelines. 1.6.Complete and keep accurate purchase and costing records.
2. Take delivery of dispensary stock.	2.1.Check incoming dispensary stock against orders and delivery documentation, and identify, record and report discrepancies. 2.2.Inspect items for damage, quality and use by dates and record and report findings. 2.3.Check cold chain items have been maintained at optimum temperature and report unacceptable quality to pharmacist. 2.4.Record details of incoming stock. 2.5.Alert pharmacist to delivery of controlled drugs.
3. Store dispensary stock.	3.1.Use safe manual handling techniques when moving and storing stock to avoid injury. 3.2.Identify dispensary product layout and store stock promptly in appropriate storage location. 3.3.Choose and maintain appropriate environmental conditions for storage of perishable items. 3.4.Ensure special dispensary items are stored according to security requirements.
4. Maintain dispensary stock.	4.1.Check and adjust environmental conditions of storage regularly to maintain perishable dispensary stock at optimum quality. 4.2.Check quality of other stock regularly and make adjustments to ensure stock protection. 4.3.Rotate stock for maximum use and minimum wastage. 4.4.Assist pharmacist to manage-out stock of branded medicines when introducing generic equivalents. 4.5.Monitor, calculate and maintain working stock levels in consultation with pharmacist and with consideration of Pharmaceutical Benefits Scheme (PBS) price disclosure system. 4.6.Organise and participate in stocktakes at appropriate intervals. 4.7.Produce accurate stocktake reports within designated timelines and maintain accurate stock control records. 4.8.Investigate, resolve and report stock losses and discrepancies. 4.9.Use stock control system to maintain stock control records.
5. Dispose of dispensary stock waste.	5.1.Sort waste and obtain pharmacist approval to reject out-of-date, damaged and excess dispensary stock. 5.2.Dispose of waste under pharmacist supervision, according to environmental and special waste disposal requirements. 5.3.Update dispensary stock records following disposal.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCDIS006 Maintain dispensary stock

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

order and take delivery of each of these types of dispensary stock for three supply periods:

Prescription Only Medicine (S4)

branded medicines

bioequivalent generic medicines

drops

insulin

liquids

ointments and creams

pessaries

suppositories

tablets and capsules

vaccines

maintain dispensary stock in optimum condition across three supply periods

safely dispose of the following types of dispensary waste:

hazardous substances

expired stock

damaged stock

medicines returned by customers

participate in a stocktake

generate each of the following stock reports over the above supply periods:

stock level reports

stock performance reports

stock loss reports

stocktake reports.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role boundaries and responsibilities of dispensary assistants and pharmacists for maintaining dispensary stock

organisational procedures for maintaining dispensary stock:

ordering dispensary stock

recording incoming stock

recording and reporting discrepancies and quality deficiencies

recording stock levels

monitoring and maintaining quality of stock

maintaining security of dispensary stock

work health and safety for stock control

dispensary stocktakes

waste handling, sorting and disposal

organisational stock reorder cycles

safe manual handling techniques for moving and storing dispensary stock; those for bending, lifting and carrying heavy items

principles of stock control:

rotation and replenishment

product life cycle and maximising the use of all stock

managing out stock of branded medicines when introducing generic equivalents

checking for slow moving items

financial implications of stock level control

sources of product and supplier information

sources of information on negotiated cost of supply, contractual arrangements and preferred supplier arrangements

Pharmaceutical Benefits Scheme (PBS) price disclosure system, and how this impacts on stock management

when scheduled reduction days occur and how this affects the amount of stock held and its value

types of medicines subject to price disclosure

purpose of batch numbering and expiry dates on pharmaceutical products

dispensary layout and storage requirements for dispensary items:

alphabetical arrangement of medications

sequential positioning of medications along shelves

controlled substances under specific secured storage conditions

grouping of Pharmacist Only Medicines (S3)

hazardous substances

refrigeration

optimum environmental storage conditions, including temperature, light and humidity controls, for perishable and cold chain dispensary items

reasons for stock loss and damage and methods to control these

disposal methods for dispensary waste:

returning to supplier

using a disposal service

environmentally sound disposal methods for hazardous waste:

pharmaceutical raw materials

cleaning products

pharmaceutical sharps

formats for, use and contents of:

order and delivery documentation

stock recording documentation

Electronic Data Interchange (EDI) forms

stock level reports

stock performance reports

stock loss reports

stocktake reports

features and functions of dispensary stock control software.

Assessment Conditions

Skills must be demonstrated in a pharmacy with a designated operational dispensary area and stock control and storage facilities for perishable and non-perishable dispensary stock. This must be in an industry workplace, which meets Pharmacy Board of Australia and relevant industry standards for dispensary operations.

Assessment must ensure use of:

information technology hardware and software

dispensary stock control software currently used by the community pharmacy industry

refrigerator or freezer dedicated to pharmaceuticals

secured storage locations for dispensary items requiring secured storage conditions

pharmacy shelving, shelf facings and signage for dispensary medicines

a diverse commercial product range of pharmacy medicines:

Prescription Only Medicine (S4)

branded medicines

bioequivalent generic medicines

drops

insulin

liquids

ointments and creams

pessaries

suppositories

tablets and capsules

vaccines

waste disposal bags and containers for pharmaceutical waste including sharps containers

template dispensary stock control documents:

order and delivery documentation:

purchase orders

standing orders

packing slips

stock recording documentation

Electronic Data Interchange (EDI) forms

template dispensary stock control reports:

stock level reports

stock performance reports

stock loss reports

stocktake reports

organisational procedures for maintaining dispensary stock

pharmacists with whom the individual can interact

assessment activities that allow the individual to work with commercial speed, timing and productivity to complete stock control activities within nominated deadlines.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCDIS007 Administer dispensary computer systems and claims

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to assist pharmacists with a range of administrative requirements. It requires the ability to maintain the dispensary computer system and to prepare and reconcile Pharmaceutical Benefits Scheme (PBS) claims.

This unit applies to senior dispensary assistants working in community pharmacies. When administering customer records and pharmacy claims they work under the direct supervision of a pharmacist and their role is limited to those functions that do not require them to exercise professional pharmaceutical judgement or discretion.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

SIRCDIS003 Assist in dispensing prescriptions

Competency Field

Dispensary

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Maintain dispensary computer system.	1.1.Follow organisational procedures for maintaining computer systems, data and privacy of customer information. 1.2.Interpret and follow technical instructions for computer system maintenance. 1.3.Back up computer data regularly and ensure currency of dispensary and virus protection software.
2. Monitor and use system information.	2.1.Update dispensary system data regularly to ensure accuracy and currency. 2.2.Provide clear information to pharmacist about changes to dispensary system data and seek guidance on issues requiring pharmacist instruction. 2.3.Generate, review and distribute regular dispensary reports. 2.4.Identify customer information for follow up in relation to additional services or programs and advise pharmacist. 2.5.Generate documentation that supports pharmacist interactions with customers about services and programs. 2.6.Protect customer privacy and ensure confidentiality of stored information. 2.7.Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.
3. Prepare PBS claims.	3.1.Follow organisational procedures for administering and reconciling claims. 3.2.Interpret and adapt to changing requirements for claims lodgement. 3.3.Close off prescription claim period, as directed by pharmacist, to meet Medicare Australia and PBS claim deadlines. 3.4.Check prescription forms for patient or agent signature and date. 3.5.Prepare accurate and complete claims. 3.6.Collate prescriptions into patient groups. 3.7.Check serial numbers, identify and refer missing serial numbers to pharmacist. 3.8.Refer completed hard and soft copy claims data to pharmacist for sign-off, and lodge with Medicare Australia.
4. Reconcile Medicare Australia payments.	4.1.Analyse and reconcile Medicare Australia payments against data lodged by pharmacy for the claim period. 4.2.Identify and resolve reconciliation discrepancies within scope of own role. 4.3.Identify outstanding payments and refer to pharmacist. 4.4.Identify out-of-period adjustments from prior claims and refer to pharmacist.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCDIS007 Administer dispensary computer systems and claims

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

complete each of these types of computer maintenance activities:

data back-up

virus software updates

dispensary software updates

dispensary system data updates

generate each of these types of reports:

clinical reports

financial reports

online claims reports

administer and reconcile Pharmaceutical Benefits Scheme (PBS) claims:

prepare and lodge claims for two reporting periods

reconcile payments against claims for two reporting periods

identify outstanding payments and refer to pharmacist across two reporting periods

identify out-of-period adjustments from prior claims and refer to pharmacist across two reporting periods.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role boundaries and responsibilities of dispensary assistants and pharmacists in maintaining dispensary system data and administering and reconciling PBS claims

organisational procedures for:

maintaining computer systems and data

maintaining privacy and confidentiality of customer information

preparing, submitting and reconciling PBS claims

features and functions of dispensary software specifically for:

data maintenance

generating and distributing reports

preparing, submitting and reconciling PBS claims

formats, content and use of dispensary reports, including terminology:

clinical reports

financial reports

online claims reports

types of information generated by dispensary systems to alert pharmacist of customer need or eligibility for additional services or programs, including those related to compliance, and their documentation requirements:

Home Medicine Review

MedsCheck

key features of PBS payment entitlements for different types of customers:

payments for general customers without concessional cards

payments for concessional customers

sources of information and instructions for preparing PBS claims, including those related to:

PBS online

error/rejection messages and how to action

paper-based claims

submission methods

Medicare Australia claims procedures for preparing and submitting online and paper based claim forms

required claim information:

prescription endorsement and identification

serial numbers

price claimed for:

elected PBS prescriptions

exceptional PBS prescriptions

Repatriation Pharmaceutical Benefits Scheme (RPBS) prescriptions for items not included in the PBS or RPBS Schedule.

Assessment Conditions

Skills must be demonstrated in a pharmacy with a designated operational dispensary and administration area. This must be in an industry workplace, which meets Pharmacy Board of Australia and relevant industry standards for dispensary operations.

Assessment must ensure use of:

information technology hardware and software

dispensary software currently used by the community pharmacy industry

online PBS claims systems

template dispensary reports:

clinical reports

financial reports

online claims reports

PBS claims documentation

endorsed prescriptions with stickers or stamps, ready for claiming

organisational procedures for:

maintaining computer systems and data

maintaining privacy and confidentiality of customer information

preparing, submitting and reconciling PBS claims

pharmacists with whom the individual can interact

assessment activities that allow the individual to work with commercial speed, timing and productivity to complete PBS claims within nominated deadlines.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCDIS008 Coordinate service to residential care facilities

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to maintain relationships with residential care facilities to provide quality service and coordinate the ongoing supply of medications and other pharmacy products to their residents. It requires the ability to administer trading terms and contracts and to assist pharmacists with patient medication reviews, administrative records and reports.

This unit applies to senior dispensary assistants working in community pharmacies. When coordinating care facility services, they work under the direct supervision of a pharmacist and their role is limited to those functions that do not require them to exercise professional pharmaceutical judgement or discretion.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

SIRCDIS003 Assist in dispensing prescriptions

Competency Field

Dispensary

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Maintain contact with residential care facilities.	1.1.Confirm relevant contact personnel for residential care facilities. 1.2.Act as contact person to coordinate overall pharmacy service to residential care customers. 1.3.Initiate regular contact to improve service efficiency.
2. Identify and respond to service requirements.	2.1.Consult with care facility and establish ordering needs. 2.2.Clearly explain and confirm trading terms for care facility. 2.3.Clearly explain pricing policy and procedures. 2.4.Monitor currency of contract between pharmacy and facility and take action in the case of non-current contracts according to organisational procedures.
3. Maintain services to residential care facilities.	3.1.Receive and process pharmacy notifications of resident admissions or re-admissions. 3.2.Negotiate and coordinate arrangements for receiving and filling regular care facility orders. 3.3.Supply stock medicines to care facility and maintain stock control system according to organisational procedures. 3.4.Coordinate delivery schedule, emergency deliveries and persons authorised to receive. 3.5.Negotiate a system to notify pharmacy of all changes to individual patient medication regimens. 3.6.Liaise with care facility director of nursing or other nominated person to identify information and education needs. 3.7.Respond to medicine information queries promptly.
4. Administer records.	4.1.Maintain accurate and complete record of medicines supplied for each resident. 4.2.Assist pharmacist to regularly review patient medicines and amend patient medication charts, according to organisational procedures. 4.3.Assist pharmacist to monitor Adverse Drug Reactions (ADR), Adverse Drug Events (ADE) and Therapeutic Drug Monitoring (TDM). 4.4.Maintain and follow pharmacy system for recording and reporting medication-related incidents. 4.5.Input data, raise and forward invoices 4.6.Analyse and reconcile payments in pharmacy systems according to organisational procedures. 4.7.Identify and respond to discrepancies in records within scope of own role.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret a range of complex documents including organisational procedures for servicing residential care facilities, contracts, orders for bulk stock and multiple individual medications.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCDIS008 Coordinate service to residential care facilities

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

complete the following activities to supply medications and other pharmacy products to residential care facilities:

coordinate supply services to at least one residential care facility over two supply periods to include:

receiving and processing orders for bulk stock and multiple individual medications for patients

scheduling all regular deliveries

scheduling emergency deliveries

maintaining patient supply records

issuing invoices and reconciling payments

assist pharmacist to review patient medications across two care facilities and amend medical charts for three patients

assist in generating each of these types of reports:

Adverse Drug Reactions reports

Adverse Drug Events reports.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

primary components of the Pharmaceutical Society of Australia’s Professional Practice Standards – provisions relevant to services to residential care facilities

role boundaries and responsibilities of dispensary assistants and pharmacists for providing services to residential care facilities

basic aspects of medication provision in residential care facilities

full details of contractual arrangements with residential care facilities:

services provided:

education and information

stock control

storage

roles and responsibilities of care facility and pharmacy

pricing schedule

trading terms

formats, content and use of:

patient medication charts

medication-related incident reports and registers

pharmacy systems and organisational procedures for:

notifying pharmacy of changes to individual patient medication regimens

receiving and processing orders for bulk stock and multiple individual medications for patients

providing information and education on medications

scheduling regular and emergency medicine deliveries

maintaining patient supply records and medication charts

reviewing patient medications

recording and reporting medication-related incidents

pricing and invoicing for residential care facilities.

Assessment Conditions

Skills must be demonstrated in a pharmacy with a designated operational dispensary and administration area. This must be in an industry workplace, which meets Pharmacy Board of Australia and relevant industry standards for dispensary operations.

Assessment must ensure use of:

information technology hardware and software

dispensary and invoicing software currently used by the community pharmacy industry

template contracts with residential care facilities

orders for bulk stock and multiple individual medications for patients

template:

delivery schedules

patient supply records and medication charts

medication-related incident reports and registers

Pharmaceutical Society of Australia’s Professional Practice Standards – provisions relevant to services to residential care facilities

organisational procedures for supplying medications and products to residential care facilities

residential care facility customers with whom the individual can interact

pharmacists with whom the individual can interact

assessment activities that allow the individual to work with commercial speed, timing and productivity to complete care facility enquiries and orders within nominated service deadlines.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCHCS001 Support the management of obstructive sleep apnoea

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to advise on, trial, recommend and supply Continuous Positive Airway Pressure (CPAP) equipment and provide ongoing support to customers who are self-managing medically diagnosed sleep apnoea. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice.

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

SIRCINF001 Use pharmacy practices for infection control

Competency Field

Health Care Support

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify customer needs.	1.1.Follow organisational procedures to respect and protect customer privacy. 1.2.Use questions and actively listen to confirm customer requirements for CPAP equipment. 1.3.Confirm customer has documented recommendations from sleep specialist. 1.4.Identify and act on triggers for referral to pharmacist.
2. Hire trial CPAP equipment.	2.1.Follow organisational procedures for hiring CPAP equipment. 2.2.Clearly explain equipment trial hire service and future purchase options and use questioning to confirm customer understanding. 2.3.Calculate hire costs and accurately complete CPAP equipment hire agreement, obtain customer signature and co-sign. 2.4.Supply signed copy to customer and file duplicate copy. 2.5.Clean, disinfect and store returned hire items.
3. Provide CPAP equipment services.	3.1.Follow sleep specialist recommendations and set CPAP trial equipment on auto. 3.2.Fit mask, explain and demonstrate use and hygienic maintenance of trial equipment. 3.3.Review mask comfort and machine readings after one week and adjust settings to mid-range of readings taken across the week. 3.4.Review trial at prearranged intervals and replace mask type to ensure effective operation and customer comfort. 3.5.Advise patient to return to treating sleep specialist for re-assessment and advice on adjusting settings where issues persist.
4. Supply sleep apnoea products.	4.1.Follow organisational procedures for supplying sleep apnoea products. 4.2.Recommend and supply CPAP equipment for customer purchase after trial period. 4.3.Identify and use opportunities to suggest companion products relevant to desired outcomes. 4.4.Explain and demonstrate use, care and maintenance of equipment. 4.5.Provide ongoing support and recommend strategies for customer to adjust to using CPAP equipment. 4.6.Supply replacement parts to customers. 4.7.Source and refer customers to current information on specialist services that support sleep apnoea management.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret unfamiliar and detailed documents which describe sleep specialist recommendations, product use and support services.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCHCS001 Support the management of obstructive sleep apnoea

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information about obstructive sleep apnoea and specialist support services from two different sources

respond to sleep specialist recommendations and demonstrate, fit, hire/sell Continuous Positive Airway Pressure (CPAP) equipment to three different customers

supply and provide advice on use, care and maintenance of the following products:

CPAP machine

filters

humidifier

humidifier tank

masks

tubing

aids to maintain skin integrity on facial areas impacted by masks:

adhesive dressings

creams

provide information on specialist services that support obstructive sleep apnoea.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on obstructive sleep apnoea and specialist support services:

federal, state or territory government health education internet sites

not for profit health councils

industry and professional publications

product manufacturer health education and product information materials

common types of sleep disorder breathing:

normal flow

narrowed flow

flow limitation with snoring

apnoea

physiological effects of sleep disorder breathing, at a basic level of understanding

common symptoms of obstructive sleep apnoea and other sleep disorder breathing conditions:

snoring

sleep arousal

poor quality sleep leading to:

daytime sleepiness, fatigue and tiredness

poor concentration

irritability and mood changes

common lifestyle factors that can contribute to sleep disorder conditions:

consuming alcohol prior to sleep

obesity

smoking

use of sedatives

key terminology, jargon and common abbreviations relevant to CPAP equipment, for:

health conditions for which equipment is used

equipment features

pharmacy product range of CPAP equipment:

location

different types

features and uses

fitting and adjustment methods

care and maintenance

format, content and use of sleep specialist recommendations

cleaning and disinfection techniques and cleaning products used for return hire items

role boundaries and responsibilities of pharmacy assistants, and circumstances which require and trigger referral to a pharmacist

organisational procedures for supplying CPAP equipment:

questions that must be asked to collect information about customer needs

identifying and acting on triggers for referral to a pharmacist

maintaining privacy and confidentiality of customer information

completing and filing equipment hire agreements

organisational CPAP equipment hire policy

format, content and use of hire agreements for CPAP equipment.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

commercial product range of CPAP equipment and replacement parts:

filters

humidifier

humidifier tank

masks

tubing

aids to maintain skin integrity on facial areas impacted by masks:

adhesive dressings

creams

cleaning and disinfection products used for return hire items

sleep specialist recommendations

customer brochures and leaflets providing information on:

directions for product use

care and maintenance of aids and equipment

specialist services that support sleep apnoea management

organisational procedures for supplying CPAP equipment

organisational CPAP equipment hire policy

template hire agreements for CPAP equipment

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years, OR

have worked as a specialist demonstrator with a CPAP equipment supplier.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCHCS002 Supply and hire home health care aids and equipment

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop knowledge of home health-care aids and equipment and recommend, demonstrate, sell and hire appropriate aids. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice.

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Health Care Support

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop knowledge of home health-care aids and equipment.	1.1.Identify and access sources of current and accurate information on home health-care aids and equipment. 1.2.Obtain information on common conditions supported by aids and equipment. 1.3.Access and interpret information on pharmacy range of home health-care aids and equipment. 1.4.Regularly seek and obtain information to update knowledge of aids and equipment.
2. Identify customer needs.	2.1.Follow organisational procedures to respect and protect customer privacy. 2.2.Use questions and actively listen to confirm customer needs and degree of limitation. 2.3.Determine customer satisfaction with aids and equipment previously used. 2.4.Identify and act on triggers for referral to pharmacist.
3. Recommend and supply home health-care aids.	3.1.Explain features of aids and equipment using appropriate product terminology, and recommend purchase of equipment according to customer needs. 3.2.Identify and use opportunities to suggest companion products relevant to desired outcomes. 3.3.Fit customers with aids and equipment according to manufacturer instructions. 3.4.Explain and demonstrate use, care and maintenance of aids and equipment. 3.5.Source and order specialist aids and equipment to meet customer needs.
4. Hire aids and equipment.	4.1.Follow organisational procedures for hiring aids and equipment. 4.2.Explain aids and equipment hire service and confirm customer understanding. 4.3.Accurately complete equipment hire agreement, obtain customer signature and co-sign. 4.4.Supply signed copy to customer and file duplicate copy. 4.5.Calculate and collect residual hire fees and sign off on returned hire items. 4.6.Clean, disinfect and store returned hire items according to organisational procedures.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret unfamiliar and detailed documents which describe product use and hire arrangements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCHCS002 Supply and hire home health care aids and equipment

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information about common conditions supported by home health-care aids and equipment from two different sources

demonstrate, recommend, hire and sell home health-care aids and equipment to meet the needs of four different customers, providing information on:

directions for product use

care and maintenance of aids and equipment

supply four of the following products:

arthritis aids

bathroom and toilet aids

bedroom aids

chairs

footwear products

pressure care and monitoring aids

walking and mobility aids

wheelchairs.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on common conditions supported by home health-care aids and equipment:

federal, state or territory government health education internet sites

not for profit health councils

industry and professional publications

product manufacturer health education and product information materials

common conditions that are supported by the use of home health-care aids and equipment

common degrees of customer mobility and limitations associated with conditions

roles of health specialists, including occupational therapists and physiotherapists, in providing formal assessment of customer mobility and limitations

key terminology, jargon and common abbreviations relevant to home health-care aids and equipment, for:

health conditions for which aids are used

customer mobility and other limitations

equipment features

pharmacy product range of home health-care aids and equipment:

suppliers

location

different types

features and uses

fitting and adjustment methods

care and maintenance

cleaning and disinfection techniques and cleaning products used for return hire items

role boundaries and responsibilities of pharmacy assistants, and circumstances which require and trigger referral to a pharmacist

organisational procedures for supplying home health-care aids and equipment:

questions that must be asked to collect information about customer needs

collecting and supplying information to an agent acting on behalf of a customer

identifying and acting on triggers for referral to a pharmacist

maintaining privacy and confidentiality of customer information

completing and filing equipment hire agreements

checking condition of returned hire products

organisational equipment hire policy

format, content and use of hire agreements for home health-care aids and equipment.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

commercial product range of home health-care aids and equipment:

arthritis aids

bathroom and toilet aids

bedroom aids

chairs

footwear products

pressure care and monitoring aids

walking and mobility aids

wheelchairs

cleaning and disinfection products used for return hire items

template hire agreements for equipment

customer brochures and leaflets providing information on:

directions for product use

care and maintenance of aids and equipment

organisational equipment hire policy

organisational procedures for supplying home health-care aids and equipment

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCHCS003 Test blood pressure and advise on self-monitoring

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to test blood pressure, record readings, recommend appropriate home blood pressure testing equipment and assist customers with blood pressure management information. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice. The blood pressure testing instrument may be a mercury (aneroid) blood pressure monitor or an electronic digital blood pressure monitor.

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Health Care Support

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify customer needs.	1.1.Follow organisational procedures to respect and protect customer privacy. 1.2.Question and actively listen to confirm customer needs. 1.3.Explain features of initial and repeat blood pressure testing services. 1.4.Identify and act on triggers for referral to pharmacist.
2. Test blood pressure.	2.1.Follow organisational procedures for testing blood pressure. 2.2.Explain limitations of single test as accurate indicator and suggest regular monitoring. 2.3.Select quiet and comfortable area and allow customer to relax before testing. 2.4.Select blood pressure testing instrument and appropriate cuff size and clearly explain testing procedure to customer. 2.5.Apply cuff and use testing instrument according to manufacturer instructions to test pulse, systolic blood pressure and diastolic blood pressure. 2.6.Repeat procedure to check accuracy. 2.7.Read test results, enter accurate and complete information on testing record and refer to pharmacist for verification. 2.8.Provide confirmed record to customer and file copy.
3. Support use of home blood pressure testing equipment.	3.1.Follow organisational procedures for supplying home blood pressure testing equipment. 3.2.Identify and recommend equipment appropriate to customer needs and clearly explain its features. 3.3.Demonstrate use, care and maintenance of digital home blood pressure testing equipment and confirm customer understanding. 3.4.Assist customer to identify self-testing strategies to achieve accurate readings. 3.5.Show customer how to keep a blood pressure record.
4. Provide information and advice on blood pressure management.	4.1.Encourage customer to take and record regular blood pressure readings and report to their doctor. 4.2.Advise customer to calibrate home testing equipment against doctor’s equipment reading every six months. 4.3.Source, review and provide customers with information on lifestyle, self-care practices and availability of specialist services that support blood pressure management.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	work with numerical concepts about blood pressure levels and calibration requirements for home blood pressure testing equipment.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCHCS003 Test blood pressure and advise on self-monitoring

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information on blood pressure conditions and specialist support services from two sources

test blood pressure for four different customers

demonstrate, recommend and sell home blood pressure testing equipment to two different customers

for each customer sale, provide information on:

directions for product use

care and maintenance of home blood pressure testing equipment

self-testing strategies to achieve accurate readings at home

format, content and use of customer personal blood pressure records

lifestyle and self-care practices

specialist services that support blood pressure management.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on blood pressure conditions and specialist support services:

federal, state or territory government health education internet sites

not for profit health councils

industry and professional publications

product manufacturer health education materials

common symptoms of high and low blood pressure

common lifestyle factors that can contribute to or exacerbate abnormal blood pressure and methods of self-care

meaning of:

systolic blood pressure

diastolic blood pressure

range of normal blood pressure levels

key terminology, jargon and common abbreviations relevant to blood pressure, for:

testing and recording blood pressure levels

pharmacy and home blood pressure testing equipment

pharmacy product range of home blood pressure testing equipment:

location

different types

features and uses

care and maintenance

customer self-testing strategies to achieve accurate readings at home

format, content and use of:

pharmacy blood pressure testing records

customer personal blood pressure records

sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

pharmacy manuals

reputable health education internet sites; government and not-for profit organisations

role boundaries and responsibilities of pharmacy assistants, and circumstances which require and trigger referral to a pharmacist

organisational procedures for testing blood pressure and supplying home blood pressure testing equipment:

questions that must be asked to collect information about customer needs

identifying and acting on triggers for referral to a pharmacist

maintaining privacy and confidentiality of customer information

recording and maintaining readings and requirements for pharmacist verification.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

blood pressure monitors

commercial product range of home blood pressure testing equipment

templates for:

pharmacy blood pressure testing records

customer personal blood pressure records

customer brochures and leaflets providing information on:

directions for product use

care and maintenance of equipment

lifestyle and self-care practices

specialist services that support blood pressure management

organisational procedures for testing blood pressure and supplying home monitoring equipment

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCHCS004 Test blood glucose and advise on equipment and services for diabetes management

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to test blood glucose, record levels, recommend appropriate home blood glucose testing equipment and assist customers with diabetes management information. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice.

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

SIRCINF001 Use pharmacy practices for infection control

Competency Field

Health Care Support

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify customer needs.	1.1.Follow organisational procedures to respect and protect customer privacy. 1.2.Question and actively listen to confirm customer needs. 1.3.Explain features of initial and repeat blood glucose testing services. 1.4.Identify and act on triggers for referral to pharmacist.
2. Test blood glucose levels.	2.1.Follow organisational procedures for testing blood glucose. 2.2.Explain limitations of single test as accurate indicator and suggest regular monitoring. 2.3.Select quiet and comfortable area and clearly explain testing procedure to customer. 2.4.Prepare and use testing equipment according to manufacturer instructions. 2.5.Apply lancet to inside of customer fingertip or alternative area. 2.6.Trigger lancet, hold blood against test strip loaded into monitor and wait for monitor to register blood glucose reading. 2.7.Read test results, enter accurate and complete information on testing record and refer to pharmacist for verification. 2.8.Provide confirmed record to customer and file copy. 2.9.Dispose of used lancets and strips according to safety requirements.
3. Support use of home blood glucose testing equipment.	3.1.Follow organisational procedures for supplying home blood glucose testing equipment. 3.2.Identify and recommend equipment appropriate to customer needs and clearly explain its features. 3.3.Demonstrate use, care and maintenance of digital home blood glucose testing equipment and confirm customer understanding. 3.4.Provide information on common reasons for inaccurate readings. 3.5.Show customer how to keep a blood glucose record.
4. Provide information on diabetes management.	4.1.Encourage customer to take and record regular blood glucose readings and report to their doctor. 4.2.Provide and process key information on the National Diabetes Services Scheme (NDSS). 4.3.Source, review and provide customers with information on lifestyle, self-care practices and availability of specialist services that support diabetes management.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	work with numerical concepts about blood glucose levels.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCHCS004 Test blood glucose and advise on equipment and services for diabetes management

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information on diabetes and specialist support services from two different sources

test blood glucose on four different occasions

recommend and demonstrate home blood glucose testing equipment to two different customers, providing clear and accurate information on each of the following:

directions for product use

care and maintenance of home blood glucose testing equipment

methods to avoid inaccurate readings at home

format, content and use of customer personal blood glucose records

lifestyle and self-care practices

National Diabetes Services Scheme (NDSS)

specialist services that support diabetes management.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on diabetes and specialist support services:

federal, state or territory government health education internet sites

not for profit health councils

industry and professional publications

product manufacturer health education materials

key features of the National Diabetes Services Scheme (NDSS):

eligibility

products that fall under NDSS

how to record customer purchases

how to submit a claim for NDSS

types of diabetes and common symptoms:

type 1 diabetes

type 2 diabetes

gestational diabetes

hyperglycaemia

hypoglycaemia

health conditions that can result from diabetes

how insulin works in the human body, at a basic level of understanding

common lifestyle factors that can contribute to or exacerbate diabetes conditions and methods of self-care to address these

key terminology, jargon and common abbreviations relevant to diabetes, for:

health conditions resulting from diabetes

testing and recording blood glucose levels

pharmacy and home blood glucose testing equipment

pharmacy product range of home blood glucose testing equipment:

location

different types

features and uses

ways to avoid inaccurate readings at home

care and maintenance

format, content and use of:

pharmacy blood glucose testing records

customer personal blood glucose records

sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

pharmacy manuals

reputable health education internet sites; government and not-for profit organisations

role boundaries and responsibilities of pharmacy assistants, and circumstances which require and trigger referral to a pharmacist

organisational procedures for testing blood glucose and supplying home blood glucose testing equipment:

questions that must be asked to collect information about customer needs

identifying and acting on triggers for referral to a pharmacist, including eligibility for Diabetes MedsCheck

maintaining privacy and confidentiality of customer information

recording and maintaining readings and requirements for pharmacist verification

safe handling and disposal of sharps.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy blood glucose testing equipment and consumables:

digital blood glucose testing monitor

disposable lancets and trigger devices

test strips

adhesive bandages

alcohol wipes

sharps disposal containers

large pharmacy yellow sharps bin

personal protective equipment used for testing blood glucose and handling sharps

commercial product range of home blood glucose testing equipment:

digital blood glucose testing monitors

disposable lancets and trigger devices

test strips

urine glucose testing kits

templates for:

pharmacy blood glucose testing records

customer personal blood glucose records

customer brochures and leaflets providing information on:

directions for product use

care and maintenance of equipment

lifestyle and self-care practices

National Diabetes Services Scheme (NDSS)

specialist services that support diabetes management

organisational procedures for testing blood glucose and supplying home blood glucose testing equipment

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCHCS005 Provide Australian Needle and Syringe Program services

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to provide service to customers of the Australian Needle and Syringe Program (NSP). It covers only the provision of free ready-made equipment packs and the acceptance of sealed sharps disposal containers. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice.

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Health Care Support

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify customer needs.	1.1.Follow organisational procedures to respect and protect customer privacy. 1.2.Question and actively listen to confirm customer needs. 1.3.Identify and act on triggers for referral to pharmacist.
2. Provide NSP equipment.	2.1.Follow organisational procedures and NSP operational guidelines for providing NSP services. 2.2.Supply ready-made equipment packs to customers. 2.3.Clearly explain contents of packs and how to use sharps disposal containers. 2.4.Accept sealed sharps disposal containers and lodge in pharmacy yellow sharps bin. 2.5.Handle sharps disposal containers safely and hygienically and wear personal protective equipment to avoid injury and infection.
3. Respond to information requirements.	3.1.Request customer participation in information gathering, according to guidelines. 3.2.Collect and accurately report customer and other NSP data according to guidelines. 3.3.Respond to customer requests for information on relevant support agencies.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	collect and record basic numerical data.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCHCS005 Provide Australian Needle and Syringe Program services

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide Australian Needle and Syringe Program (NSP) services to three different customers, and provide information to each on:

content and use of ready-made equipment packs

how to use sharps disposal containers

statistics collected by the NSP

self-referral alcohol and drug support agencies

demonstrate the correct procedures for the return of sharps disposal containers and lodgement in pharmacy yellow sharps bins

collect customer and other NSP statistics and complete one report.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

public health benefits of needle and syringe programs

operational guidelines of the NSP program and instructions for collecting and reporting NSP statistics

content and use of ready-made equipment packs

safe and hygienic practices for handling returned sharps disposal containers

sources of information on self-referral alcohol and drug support agencies

role boundaries and responsibilities of pharmacy assistants for providing NSP program services, and circumstances which require and trigger referral to a pharmacist

organisational procedures for providing NSP services:

questions that must be asked to collect information about customer needs

collecting and supplying information to an agent acting on behalf of a customer

identifying and acting on triggers for referral to a pharmacist

maintaining privacy and confidentiality of customer information

collecting, recording and reporting NSP statistics

safe handling and disposal of sharps containers.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

ready-made NSP equipment packs containing:

syringes

swabs

filters

a sharps disposal container

sealed sharps disposal containers

large pharmacy yellow sharps bin

personal protective equipment used to handle sharps disposal containers

operational guidelines of the NSP program

documents used to record and report NSP statistics

brochures and leaflets providing information on self-referral alcohol and drug support agencies

organisational procedures for providing NSP services

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCHCS006 Coordinate pharmacy health promotions

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to generate ideas, plan and implement health education promotions in a community pharmacy. Community pharmacy health education programs seek to raise awareness of health issues rather than directly promoting products and services offered by the pharmacy.

This unit applies to senior pharmacy assistants who may report directly to a front of pharmacy manager, under the overall supervision of a pharmacist, or report directly to a pharmacist. In this context, they apply discretion, judgement and accept responsibility for outcomes of their own work.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Health Care Support

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Generate ideas for pharmacy health promotions.	1.1.Identify, access and interpret information about current community health issues. 1.2.Research the current focus of government and health council health initiatives. 1.3.Identify potential health promotions from research and related awareness raising methods. 1.4.Assess and select potential health promotions according to compatibility with pharmacy and local community requirements.
2. Develop health education promotions.	2.1.Establish goals and objectives for health education promotions. 2.2.Develop and document operational plans that include timelines and resource allocations consistent with budget resources and other operational constraints. 2.3.Present and advocate for health education promotions to pharmacy team.
3. Implement health education promotions.	3.1.Organise and allocate resources required to facilitate the achievement of promotional goals. 3.2.Provide clear and comprehensive information about promotions to pharmacy team. 3.3.Allocate on roles and responsibilities for delivery of promotional services and allocate to relevant personnel. 3.4.Establish and conduct relationships with targeted external groups in a manner that enhances positive image of the pharmacy. 3.5.Use networks to assist with implementation of promotional activities. 3.6.Coordinate operational logistics for delivery of promotional activities. 3.7.Monitor and evaluate activities against goals and objectives of program and use learning to inform future activities.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Oral communication skills to:	liaise with external organisations about their role in promotional activities.
Teamwork skills to:	take a lead role and work as part of a pharmacy team to implement promotional activities.
Technology skills to:	use online systems to search for information develop planning documentation.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCHCS006 Coordinate pharmacy health promotions

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information on current community health issues and initiatives from three different sources

plan and implement two health education promotions in a community pharmacy.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common health education promotions offered by community pharmacies

sources of information on current community health issues and initiatives:

federal, state or territory government health departments

not for profit health councils

industry associations

professional publications

role of pharmacy suppliers and others in the pharmacy network in cooperative promotional activities

project management principles:

liaising with others

coordinating activities to achieve outcomes within budget and timelines

planning processes for promotional activities

format, content and use of operational plans

roles and responsibilities of pharmacy and dispensary assistants, pharmacists and other managerial staff in delivering health education promotions.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

information on current community health issues and initiatives from a variety of sources

community pharmacy staff members with whom the individual can interact; these can be:

staff in an industry workplace; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCIND001 Work effectively in a community pharmacy

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to work effectively in a community pharmacy by integrating knowledge of workplace rights and responsibilities, organisational policies and procedures and by using effective work practices to plan and organise daily work activities.

This unit applies to any individual working at any level as a pharmacy or dispensary assistant in a community pharmacy. They may report directly to a retail supervisor or manager, under the overall supervision of a pharmacist, or report directly to a pharmacist.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Working in Industry

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Source and use information on employment in community pharmacy.	1.1.Identify and access sources that provide current and accurate information on employee and employer rights and responsibilities. 1.2.Obtain and interpret key information on individual responsibilities for anti-discrimination, harassment and equal employment opportunity. 1.3.Source and interpret information on national employment standards and specific employment arrangements for current role. 1.4.Source and use information on skill and knowledge requirements for own and related roles in community pharmacy. 1.5.Comply with all employment requirements.
2. Work within organisational requirements.	2.1.Obtain, interpret and comply with organisational procedures. 2.2. Accept and process prescriptions according to organisational procedures. 2.3.Participate in environmentally sustainable work practices, according to organisational procedures. 2.4.Seek advice and information from supervisors and managers to ensure full understanding of organisational requirements. 2.5.Work within own role boundaries and recognise roles and responsibilities of other pharmacy staff. 2.6.Use designated lines of pharmacy communication and reporting. 2.7.Follow organisational dress or uniform standards.
3. Use effective work habits.	3.1.Plan and organise daily work activities within scope of responsibility. 3.2.Maintain work areas according to organisational procedures and standards. 3.3.Act promptly on instructions, information and follow procedures relevant to the task. 3.4.Work collaboratively with team members, supervisors and managers to maximise efficiency and quality of daily work outcomes. 3.5.Prioritise and complete competing tasks within designated timeframes.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Technology skills to:	use online information systems to search for information.

Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCIND001 Work effectively in a community pharmacy

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access, interpret and use information about employment rights and responsibilities and organisational procedures in community pharmacy from three different sources

use effective planning, organisational and communication skills to address five community pharmacy daily work activities that individually or cumulatively involve situations where:

customers require dispensing services

customers require referral to pharmacist or more senior pharmacy colleagues.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on employment rights and responsibilities:

employer associations

Fair Work Commission

Fair Work Ombudsman

state and territory government boards and commissions for anti-discrimination and equal employment opportunity

staff handbooks

trade unions

basic aspects of these employment related laws covering rights and responsibilities of employees and employers:

Fair Work Act 2009; minimum workplace entitlements provided by the National Employment Standards (NES)

relevant state or territory anti-discrimination or equal employment opportunity law:

harassment provisions; types of harassment, rights and responsibilities of employees and employers and consequences of non-compliance with the law

equal employment opportunity (EEO) provisions; rights of employees and responsibilities of employers to make merit based employment decisions

role of relevant state or territory board or commission in managing complaints

general role characteristics, boundaries and responsibilities for key community pharmacy jobs, including career paths:

pharmacy assistants

dispensary assistants

retail supervisors and managers

pharmacists

basic aspects of industrial awards for community pharmacy employees

primary functions of trade unions for community pharmacy employees

organisational policies and procedures that relate to general work practices:

uniform, personal presentation

accepting, declining and amending rostered hours

personal and carer’s leave

counselling and discipline

grievances

equal employment opportunity

harassment

environmentally sustainable workplace practices

organisational policies and procedures that relate to pharmacy work practices:

accepting and processing prescriptions

referral to pharmacist

typical terms and conditions of employment for community pharmacies

sustainable work practices in pharmacies:

waste disposal

practices for reducing water and energy use in pharmacies.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

current plain English guidelines issued by regulatory bodies covering National Employment Standards (NES), anti-discrimination or equal employment opportunity law

plain English information about industrial awards for community pharmacy employees issued by regulatory bodies or unions

organisational policies and procedures for general work and pharmacy practices.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to source and use information on regulatory information and pharmacy compliance procedures so that requirements can be followed throughout customer transactions involving the supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). Requests for therapeutic advice or the supply of Pharmacist Only Medicines (S3) must be referred to the pharmacist.

This unit underpins effective performance for pharmacy or dispensary assistant roles in a community pharmacy. When supplying Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3) they work under the direct supervision of a pharmacist.

This unit incorporates the requirement for pharmacy and dispensary assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

Nil

Competency Field

Working in Industry

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Source and use information on compliance requirements for supplying scheduled medicines.	1.1.Obtain and interpret information on key legal requirements and industry guidelines for supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3) and products. 1.2.Obtain and interpret organisational procedures for supplying Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3) scheduled items.
2. Establish requirements for product locations.	2.1.Identify common medicine categories for Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). 2.2.Identify storage requirements for scheduled pharmacy items according to the Standard for the Uniform Scheduling of Medicines and Poisons (SUSMP). 2.3.Interpret requirements for product placement and advertising of Pharmacy Medicines (S2).
3. Determine requirements for assessing customer needs.	3.1.Interpret requirements for protecting and respecting customer privacy. 3.2.Determine what questions must be asked to collect information about customer needs. 3.3.Recognise requirement to refer all customer requests for Pharmacist Only Medicines (S3) to pharmacist. 3.4.Identify other triggers for referral to pharmacist.
4. Identify role in supply of scheduled medicines.	4.1.Identify the importance of following organisational procedures for the supply of scheduled medicines. 4.2.Recognise role boundaries in recommending Pharmacy Medicines (S2) and unscheduled medicines, products, equipment and aids appropriate to customer needs. 4.3.Determine requirements for finalising supply of Pharmacist Only Medicines (S3) and other products after pharmacist provision of therapeutic advice.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret both familiar and unfamiliar, and sometimes complex documentation.
Technology skills to:	use online information systems to search for regulatory and procedural information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

obtain and interpret information about the scheduling of medicines from the following sources:

federal, state or territory departments of health

Therapeutic Goods Administration (TGA)

Standard for the Uniform Scheduling of Medicines and Poisons (SUSMP)

industry association websites and professional publications

seek and document information on the following key pharmacy legal requirements for the supply of scheduled medicines:

product placement and advertising of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3) items in a pharmacy

storage requirements for Pharmacist Only Medicines (S3), Prescription Only Medicine (S4) and Controlled Drug (S8) scheduled items in a pharmacy

role boundaries and responsibilities of pharmacy and dispensary assistants

circumstances which require and trigger referral to a pharmacist

access and interpret this range of organisational procedures for supplying Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3):

questions that must be asked to collect information about customer needs

triggers for referral to a pharmacist

maintaining privacy and confidentiality of customer information.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on scheduled medicines, legal and industry requirements:

federal, state and territory departments of health

Therapeutic Goods Administration (TGA)

Standard for the Uniform Scheduling of Medicines and Poisons (SUSMP)

industry association websites and professional publications

Pharmacy Board of Australia

basic aspects of the system for scheduling medicines and the role of:

Advisory Committee in Chemicals Scheduling

Advisory Committee on Medicines Scheduling

Therapeutic Goods Administration (TGA) in approving registration of new medicines

purpose of the Standard for the Uniform Scheduling of Medicines and Poisons (SUSMP) and basic features of these schedule types:

general sales medicines (unscheduled)

Pharmacy Medicine (S2)

Pharmacist Only Medicine (S3)

Prescription Only Medicine (S4)

Caution (S5)

Poison (S6)

Dangerous Poison (S7)

Controlled Drug (S8)

Prohibited Substance (S9)

reasons for determining scheduling especially quantities and concentration of active ingredients in packaged medicine

common medicine categories for Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3)

basic aspects of key federal and relevant state or territory legal requirements for the supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3) and products:

product placement and advertising of Pharmacy Medicines (S2) scheduled items in a pharmacy

storage requirements for Pharmacist Only Medicines (S3) scheduled items in a pharmacy

role boundaries and responsibilities of pharmacy and dispensary assistants

storage requirements for other scheduled items commonly found in a pharmacy:

Prescription Only Medicine (S4)

Controlled Drug (S8)

basic aspects of industry guidelines for supply of Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3) and products

Pharmacy Board of Australia guidelines and directives

Pharmaceutical Society of Australia’s Professional Practice Standards – provisions relevant to the provision of non-prescription medicines and therapeutic devices

Pharmaceutical Society of Australia’s Standards for the Provision of Pharmacy Medicines and Pharmacist Only Medicines in Community Pharmacy

typical schedule and content of pharmacy procedures for supplying Pharmacy Medicines and Pharmacist Only Medicines and their importance in managing compliance with the law:

questions that must be asked to collect information about customer needs

collecting and supplying information to an agent acting on behalf of a customer

identifying and acting on triggers for referral to a pharmacist

maintaining privacy and confidentiality of customer information

privacy and confidentiality principles relevant to pharmacy product transactions with customers

typical schedule of questions asked to collect information about customer needs and their rationale:

who the product is for

their condition or symptoms

duration of symptoms

other existing health conditions

other medicines currently using

circumstances which require and trigger referral to a pharmacist and typical schedule of triggers:

customer who is:

a child under 2 years

an aged person

pregnant or breastfeeding

taking other medicines

customer has:

had the complaint for some time

other health conditions

used the product before but is not satisfied with its efficacy

customer appears to be:

sick

angry

confused

dissatisfied

uncertain

under the influence of drugs or alcohol

pharmacy assistant is unsure and needs confirmation of the medicine selected, even if the product has been requested by name

request for Pharmacist Only Medicine (S3)

roles of pharmacy and dispensary assistants in finalising the supply of Pharmacist Only Medicines (S3) and other products after pharmacist provision of therapeutic advice:

providing or reiterating directions for product use and confirming understanding

recommending companion products or aids

providing supporting consumer information

processing the financial transaction.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

current guidelines, directives and standards, issued by government regulators or industry groups covering scheduling requirements and related legal compliance issues

current Standard for the Uniform Scheduling of Medicines and Poisons (SUSMP) and amendments or plain English guidelines

organisational procedures for supplying Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3) and products.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCINF001 Use pharmacy practices for infection control

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to prevent cross transmission of infection. It requires the ability to follow pharmacy infection control guidelines; use safe and hygienic practices; clean and disinfect equipment and surfaces; and safely dispose of waste.

This unit applies to all pharmacy or dispensary assistants in a community pharmacy.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Infection Control

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Follow pharmacy infection control guidelines.	1.1.Identify pharmacy activities that require use of infection control practices and implement appropriate response. 1.2.Follow organisational procedures for infection control throughout relevant activities. 1.3.Report and provide clear information on incidents where precautions have failed and follow organisational procedures for care after exposure to risk of infection.
2. Use hygienic and safety practices to control cross-transmission.	2.1.Select and use personal protective equipment to avoid cross-transmission of infection. 2.2.Follow hand hygiene and washing procedures before and after customer contact, cleaning and waste disposal. 2.3.Cover own cuts and abrasions with occlusive dressings and change regularly. 2.4.Avoid unhygienic personal contact with other people, work surfaces and equipment. 2.5.Follow procedures for respiratory hygiene and cough etiquette. 2.6.Handle sharps with care to avoid stick injury and transmission of infection to self and dispose of immediately in sharps container.
3. Clean and disinfect equipment and surfaces.	3.1.Select and prepare appropriate cleaning products, disinfectants and equipment according to manufacturer instructions. 3.2.Clean and disinfect work surfaces and equipment before and after use. 3.3.Use and replace surface covers when required. 3.4.Clean spills of bodily fluids using infection control methods. 3.5.Decontaminate equipment requiring special processing after customer contact. 3.6.Dispose of waste and sharps safely, according to specific disposal requirements and organisational waste management procedures.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate the dilution requirements for cleaning and disinfection products.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCINF001 Use pharmacy practices for infection control

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

select and use personal protective equipment for two different situations

clean and disinfect equipment and surfaces on four occasions

safely dispose of each of these types of waste:

contaminated waste

cleaning products

pharmaceutical sharps

respond to two different spills

demonstrate the following procedures to respond to two infection control incidents:

appropriate and timely verbal reports

organisational procedures for care after exposure to risk of infection.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

aspects of infection at an overview level:

opportunistic organisms; bacteria, fungi and viruses

pathogens

sources of infection and means of transmission

susceptible hosts; immune suppressed people, those with chronic diseases, the very old or very young

community pharmacy industry and organisational:

types of activities that require use of infection control practices

infection control guidelines and procedures

waste management procedures for sharps and contaminated waste

reporting procedures for infection control incidents

care requirements after incidents to manage risk of infection

types and correct use of personal protection equipment for controlling cross transmission of infection:

gloves

gowns

masks

protective glasses

procedures for hand hygiene and care:

reasons for and use of routine hand washing and drying practices

use of antiseptic wipes and alcohol based sanitiser for acceptable circumstances

wearing gloves to handle irritant cleaning and disinfection products

use of aftercare hand creams

types of unhygienic personal contact with customers, work surfaces and equipment that may transfer micro-organisms and spread infection:

blowing nose

coughing

scratching skin and hair

sneezing

spitting

touching wounds

safe sharps handling and disposal techniques

cleaning and disinfecting techniques and products used for:

pharmacy health care service work areas and work bench surfaces

pharmacy health care equipment

pharmacy equipment requiring special processing after customer contact and methods to decontaminate

role, use and basic content of Safety Data Sheets (SDS) or plain English workplace documents or diagrams that interpret SDS content for cleaning and disinfecting products

safe methods to clean spills of bodily fluids

environmentally sound disposal methods for hazardous waste:

contaminated waste

cleaning products

pharmaceutical sharps.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and customer health care service areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

hand washing and drying facilities with appropriate soap

antiseptic wipes and alcohol based sanitiser

personal protective equipment

pharmacy health-care equipment used for specific services

cleaning and disinfecting products

waste disposal receptacles suitable for:

contaminated waste

cleaning products

pharmaceutical sharps (sharps disposal containers)

community pharmacy industry guidelines and procedures for:

infection control

waste management of sharps and contaminated waste

reporting of infection control incidents

Safety Data Sheets (SDS) or plain English workplace documents or diagrams that interpret SDS content for cleaning and disinfecting products.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA001 Assist customers with vitamins, minerals and supplements

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on commonly-requested Pharmacy Medicines (S2) and unscheduled vitamins, minerals and supplements. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer vitamin, mineral and supplement needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information from recognised sources on related lifestyle and self-care practices. 3.5.Provide customers with information on specialist nutrition services.
4. Maintain and develop knowledge of vitamins, minerals and supplements.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA001 Assist customers with vitamins, minerals and supplements

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for vitamin, mineral and supplement products that require referral

suggest suitable vitamin, mineral and supplements products for six customers presenting with different needs

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic aspects of these common causes of vitamin and mineral deficiency:

accidents and illness

excessive alcohol consumption

excessive use of laxatives

food allergies resulting in the omission of important food groups

inadequate or fad diets

lack of sunlight

overuse of convenience foods

poor food storage

pregnancy and lactation

regular athletic performance

regular consumption of overcooked food

key terminology, jargon and common abbreviations for the:

diet-related health conditions

commonly requested vitamins, minerals and supplements

overview of pharmacy product range of vitamins, minerals and supplements; Pharmacy Medicines (S2) and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines (S3)

different types of commonly requested products and their use, their side effects and interactions that may contraindicate their use:

vitamins:

A (Retinol-Carotene)

B-complex group

B9 (Folic Acid)

C (Ascorbic Acid)

D (Calciferol-Viosterol-Ergosterol)

E (Tocopherol)

K (Menadione)

minerals:

calcium

chromium

iodine

iron

magnesium

potassium

phosphorous

selenium

sodium

zinc

supplements:

fish oil

glucosamine

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI) product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying vitamins, minerals and supplements

sources of specialist advice on nutrition for referral purposes.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial product range of vitamins, minerals and supplements as listed in the Knowledge Evidence

customer brochures and leaflets on lifestyle and self-care practices

organisational procedures for supplying vitamins, minerals and supplements

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA002 Assist customers with eye and ear care products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled products for eye and ear care. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer eye and ear care needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of eye and ear care products.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA002 Assist customers with eye and ear care products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for eye and ear care products that require referral

suggest suitable eye or ear care medicines or products for six customers presenting with different needs that individually or cumulatively include the need for:

ear protection products

contact lens products

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common conditions and symptoms for which eye and ear care medicines and products are used

common lifestyle risk factors that can contribute to eye or ear conditions and methods of self-care

key terminology, jargon and common abbreviations for:

eye and ear health conditions

medicines and products used to relieve symptoms

overview of pharmacy range of eye and ear care products, both Pharmacy Medicines (S2) and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines (S3)

different types of commonly requested products, their uses, potential side effects and interactions that may contraindicate their use:

complementary medicines

ear protection products

contact lens products

products in these various forms:

drops

liquids

ointments and creams

washes and sprays

features and uses of aids and equipment used with eye and ear care medicines and products

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying eye and ear care medicines and products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of eye and ear care unscheduled products and Pharmacy Medicines (S2) in different forms

customer brochures and leaflets on lifestyle and self-care practices

organisational procedures for supplying eye and ear care medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA003 Assist customers with first aid products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, provide information on Pharmacy Medicines and unscheduled first aid products, and to supply products suited to their needs. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines.

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

Elements	Performance Criteria
1. Collect information about customer first aid product needs.	1.1 Approach and question customer according to pharmacy protocol. 1.2 Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3 Determine customer satisfaction with products previously used. 1.4 Identify any other health conditions and prescribed medications. 1.5 Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1 Recognise and act on information that requires referral to the pharmacist. 2.2 Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3 Provide clear summary of customer information to pharmacist when referral is required. 2.4 Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1 Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2 Identify and use opportunities to suggest additional products relevant to customer needs. 3.3 Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4 Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of first aid and products.	4.1 Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2 Check regularly for new additions or changes to range. 4.3 Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA003 Assist customers with first aid products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for first aid products that require referral

suggest suitable first aid products for six customers presenting with different needs that individually or cumulatively include the need for:

skin healing and care products

dressings, strapping, bandages or supports

surgical implements

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic aspects of these common injuries and wounds encountered by pharmacy personnel:

minor acute wounds

breaks

bruising

sprains

skin structure, at a basic level of understanding; healing process and advantages of moist healing

common lifestyle risk factors that can contribute to sustaining injuries and wounds and methods of self-care

key terminology, jargon and common abbreviations for:

minor injuries and wounds

first aid products used to relieve symptoms

overview of pharmacy product range for first aid; Pharmacy Medicines and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines

first aid kits

different types of commonly-requested products, their use, their side effects and interactions that may contraindicate their use:

◦	antiseptic, skin healing and care products

aids and equipment used with first aid products

dressings, strapping, bandages and supports

surgical implements

products in these various forms:

adhesive and non adhesive pads and patches

creams and ointments

liquids, sprays and gels

pastes.

sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites; government and not-for profit organisations

organisational procedures for supplying first aid products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of first aid unscheduled products, and Pharmacy Medicines (S2):

antiseptic, skin healing and care products

aids and equipment used with first aid and wound care medicines or products

dressings, strapping, bandages and supports

surgical implements

products in different forms

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for supplying first aid products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA018 Assist customers with women's and men's health care products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on women’s and men’s health care Pharmacy Medicines (S2) and unscheduled products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer health care needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of women's and men's health care products.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA018 Assist customers with women's and men's health care products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for women’s and men’s health products that require referral

suggest suitable products for six customers presenting with different needs that individually or cumulatively include the need for:

antifungal medication

contraceptive products

lubricants

self-test kits

pelvic floor aids and equipment

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

pregnant or breastfeeding women

elderly people.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

these common conditions, at a basic level of understanding, and symptoms for which women’s and men’s health care medicines and products are used:

contagious infections

erectile dysfunction

reproductive problems, menstrual and menopause conditions

sexual hygiene

sexually transmissible infections

thrush

ways in which sexually transmissible infection is transferred and infection control methods

common lifestyle risk factors that can contribute to sexual health conditions and methods of self-care

key terminology, jargon and common abbreviations relevant to sexual health care, for:

conditions related to sexual health for women and men

medicines and products used to relieve symptoms

overview of pharmacy range of women’s and men’s health care products; Pharmacy Medicines (S2) and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines (S3)

different types of commonly requested products, their use, their side effects and interactions that may contraindicate their use:

antifungal medication

contraceptive products – condoms, diaphragms, spermicides

lubricants

self-test kits:

breast testing kits

home testing pregnancy or ovulation kits

pelvic floor aids and equipment

thrush treatments

features and uses of aids and equipment used with women’s and men’s health care medicines and products

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites; government and not-for profit organisations

sources of information on specialist services that support women’s and men’s health:

reputable health education internet sites

government and not for profit health organisations

organisational procedures for supplying women’s and men’s health care medicines and products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of health care unscheduled products and Pharmacy Medicines (S2) as specified in the Performance Evidence:

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

specialist services that support sexual health

organisational procedures for supplying sexual health care medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA004 Assist customers with oral care products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled products for oral care. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer health care needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of oral care products.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA004 Assist customers with oral care products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for oral care products that require referral

suggest suitable oral care products for six customers presenting with different needs that individually or cumulatively include the need for:

denture preparations and accessories

oral health and hygiene products:

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common conditions and symptoms for which oral care medicines and products are used

common lifestyle risk factors that can contribute to oral conditions and methods of self-care

key terminology, jargon and common abbreviations for:

oral health conditions

medicines and products used to relieve symptoms

overview of pharmacy range of oral care products, Pharmacy Medicines (S2) and unscheduled medicines and products:

location

different types

application for different conditions

which products in the range are Pharmacist Only Medicines (S3)

common side effects of using oral care medicines and products

features and uses of aids and equipment used with oral care medicines and products

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying oral care medicines and products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of oral care unscheduled products and Pharmacy Medicines in different forms

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for supplying oral care medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA005 Assist customers with cough and cold relief products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled cough and cold relief products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer cough and cold relief needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of cough and cold relief products.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA005 Assist customers with cough and cold relief products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom based requests for cough and cold relief products that require referral

suggest suitable cough and cold relief medicines or products for six customers presenting with different needs that individually or cumulatively include the need for:

analgesics

cough expectorant

cough suppressant

antihistamines

decongestants

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common conditions and symptoms for which cough and cold relief medicines and products are used

common lifestyle risk factors that can contribute to coughs and colds and methods of self-care

key terminology, jargon and common abbreviations for:

cough and cold health conditions

medicines and products used to relieve symptoms

overview of pharmacy range of cough and cold relief products; Pharmacy Medicines (S2) and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines (S3)

different types of commonly requested products, their use, their side effects and interactions that may contraindicate their use:

analgesics

cough expectorant

cough suppressant

antihistamines

decongestants

products in different forms:

capsules and tablets

inhalants

liquid

lozenges and capsules

nasal sprays and drops

ointments and rubs

features and uses of aids and equipment used with cough and cold relief medicines and products

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying cough and cold relief medicines.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of cough and cold relief unscheduled products and Pharmacy Medicines (S2) in different forms:

analgesics

cough expectorant

cough suppressant

antihistamines

decongestants

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for supplying cough and cold relief medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA006 Assist customers with skin and anti-fungal products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled skin and anti-fungal products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer skin care needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of skin and anti-fungal products.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA006 Assist customers with skin and anti-fungal products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for skin and anti-fungal products that require referral

suggest suitable skin and anti-fungal products for six customers presenting with different needs that individually or cumulatively include the need for:

antibacterial and infection or infestation treatments

antifungal treatments

antipruritics

moisturisers and skin protection products

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common conditions and symptoms for which skin and anti-fungal medicines and products are used, to include:

contagious infections and infection control methods

gross anatomy of skin, at a basic level of understanding

common lifestyle risk factors that can contribute to skin and fungal conditions and methods of self-care

key terminology, jargon and common abbreviations relevant for:

skin and fungal health conditions

medicines and products used to relieve symptoms

overview of pharmacy range of skin and antifungal products; Pharmacy Medicines (S2) and unscheduled medicines and products:

location

different types

application

which products in the range are Pharmacist Only Medicines (S3)

different types of commonly requested products, their use, their side effects and interactions that may contraindicate their use:

antibacterial and infection or infestation treatments

antifungal treatments

antipruritics

moisturisers and skin protection products

products in these various forms:

creams

liquids, sprays and washes

oils

ointments, gels and lotions

powders

tablets

features and uses of aids and equipment used with skin and anti-fungal medicines and products

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying skin and anti-fungal medicines and products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of skin and anti-fungal unscheduled products and Pharmacy Medicines (S2):

aids and equipment used with skin and anti-fungal medicines or products

antibacterial and infection or infestation treatments

antifungal treatments

antipruritics

moisturisers and skin protection products

products in various forms:

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for supplying skin and anti-fungal medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA007 Assist customers with pregnancy and maternal health products and services

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled pregnancy and maternal health products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice or supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide information and advice on pregnancy and maternal health.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Provide customer with directions for product use and confirm understanding 3.4.Offer current and accurate information from recognised sources on related lifestyle and self-care practices and specialist support services.
4. Maintain and develop knowledge of pregnancy and maternal health conditions, products and services.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA007 Assist customers with pregnancy and maternal health products and services

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information about pregnancy and maternal health conditions and specialist support services from two different sources

respond to product and symptombased requests for pregnancy and maternal health products from six customers presenting with different needs

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

provide information on:

breast expressing kits

maternity pads

morning sickness treatments

nipple care products

nursing accessories

pregnancy testing kits

stretch mark and related skincare products

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

pregnant women

breastfeeding women

women who have recently given birth.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common minor maternal health conditions and symptoms

common symptoms of pregnancy

physical and physiological changes that occur during and following pregnancy, at a basic level of understanding

common lifestyle factors that can contribute to maternal health conditions and methods of self-care

key terminology, jargon and common abbreviations for:

pregnancy and maternal health conditions

medicines and products used to assist

overview of pharmacy pregnancy and maternal health product range:

location

different types

application

different types of pregnancy and maternal health products, their use, their side effects and interactions that may contraindicate their use:

breast expressing kits

maternity pads

morning sickness treatments

nipple care products

nursing accessories

pregnancy testing kits

stretch mark and related skincare products

aids and equipment used for pregnancy and maternal health:

features and uses

care and maintenance

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

industry and professional publications

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying pregnancy and maternal health medicines and products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for pregnancy and maternal health products

a diverse, commercial range of Pharmacy Medicines (S2) and unscheduled products for pregnancy and maternal health:

breast expressing kits

maternity pads

morning sickness treatments

nipple care products

nursing accessories, such as pillows

pregnancy testing kits

stretch mark and related skincare products

customer brochures and leaflets providing information on:

directions for product use

care and maintenance of aids and equipment

lifestyle and self-care practices

specialist services that support pregnancy and maternal health

organisational procedures for supplying pregnancy and maternal health medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA008 Assist customers with products for gastro-intestinal conditions

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled products for common gastro-intestinal conditions within the limits of the Australian Dietary Guidelines. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer gastro-intestinal care needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of products for gastro-intestinal conditions.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA008 Assist customers with products for gastro-intestinal conditions

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for gastro-intestinal products that require referral

suggest suitable gastro-intestinal medicines or products for six customers presenting with different needs that individually or cumulatively include the need for:

anthelmintic (worming) products

anti-diarrhoea medicine

anti-spasmodic medication

enemas

fibre supplements

haemorrhoidal products

laxatives

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

these common gastro-intestinal conditions, at a basic level of understanding, and products that assist in relief of symptoms:

coeliac disease

food intolerances

gastroenteritis

irritable bowel syndrome

common lifestyle risk factors that can contribute to gastro-intestinal conditions and methods of self-care

key terminology, jargon and common abbreviations for:

gastro-intestinal health conditions

medicines and products used to relieve symptoms

overview of pharmacy product range for gastro-intestinal conditions; Pharmacy Medicines (S2) and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines (S3)

the actions of antacids, alginates and H2 antagonists and their suitability for different customer needs

different types of commonly requested products, their use, their side effects and interactions that may contraindicate their use:

anthelmintic (worming) products

anti-diarrhoea medicine

anti-spasmodic medication

enemas

fibre supplements

haemorrhoidal products

laxatives

products in different forms:

granules

liquid

mixtures

ointments and creams

powders

suppositories

tablets, capsules and caplets

features and uses of aids and equipment used with medicines and products for gastro-intestinal conditions

recognised and credible sources of information on gastro-intestinal conditions, health management and specialist support services:

federal, state or territory government health education internet sites

not for profit health councils

industry and professional publications

product manufacturer health education materials

sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying medicines and products for gastro-intestinal conditions.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of products for gastro-intestinal conditions including unscheduled products and Pharmacy Medicines (S2):

aids and equipment used with products and medicines for gastro-intestinal conditions

anthelmintic (worming) products

anti-diarrhoea medicine

anti-spasmodic medication

complementary medicines

enemas

fibre supplements

haemorrhoidal products

laxatives

products in various forms

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for supplying medicines and products for gastro-intestinal conditions

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA009 Assist customers with allergy relief products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled allergy relief products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer allergy relief needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of allergy relief products.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA009 Assist customers with allergy relief products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for allergy relief products that require referral

suggest suitable allergy relief products for six customers presenting with different needs that individually or cumulatively include the need for:

corticosteroids

decongestants

eye drops

inhalants

antihistamines

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to client needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common allergic conditions and symptoms for which allergy relief medicines and products are used

common lifestyle risk factors that can contribute to allergies and methods of self-care

key terminology, jargon and common abbreviations for:

allergy-related health conditions

medicines and products used to relieve symptoms

overview of pharmacy range of allergy relief products; Pharmacy Medicines (S2) and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines (S3)

different types of commonly requested products, their use, their side effects and interactions that may contraindicate their use:

corticosteroids

decongestants

eye drops

inhalants

antihistamines – sedating and non-sedating

products in different forms:

capsules and tablets

sprays

drops

liquids, creams and lotions

common side effects of using allergy relief medicines and products

features and uses of aids and equipment used with allergy relief medicines and products to include product applicators

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying allergy relief medicines and products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of allergy relief unscheduled products and Pharmacy Medicines (S2):

corticosteroids

decongestants

eye drops

inhalants

antihistamines

products in different forms

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for the supply of allergy relief medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA010 Assist customers with analgesic and anti-inflammatory products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled analgesic and anti-inflammatory products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer analgesic and anti-inflammatory needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of analgesic and anti-inflammatory products.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA010 Assist customers with analgesic and anti-inflammatory products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom-based requests for analgesic and anti-inflammatory products that require referral

suggest suitable products for six customers presenting with different needs that individually or cumulatively include the need for:

combination products

Non-Steroidal Anti-Inflammatory Drugs (NSAIDs)

paracetamol

rectal medication

products in different forms

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common pain related conditions and symptoms for which analgesic and anti-inflammatory medicines and products are used

common lifestyle risk factors that can contribute to pain related conditions and methods of self-care

common pain related conditions for older people

key terminology, jargon and common abbreviations for:

pain-related health conditions

medicines and products used to relieve symptoms

overview of pharmacy range of analgesic and anti-inflammatory products both Pharmacy Medicines (S2) and unscheduled medicines and products:

location

which products in the range are Pharmacist Only Medicines (S3)

different types of commonly requested products, their use, their side effects and interactions that may contraindicate their use:

combination products to include hay fever products with analgesics, antiinflammatory and antiallergy medicine

hot and cold packs

Non-Steroidal Anti-Inflammatory Drugs (NSAIDs)

paracetamol

rectal medication

products in these forms:

gels, creams and ointments

liquid or soluble

liquid-filled soft capsules and gel caps

tablets: caplets, capsules and coated tablets

transdermal patches

features and uses of aids and equipment used with analgesic and anti-inflammatory medicines and products

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying analgesic and anti-inflammatory medicines and products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of analgesic and anti-inflammatory unscheduled products and Pharmacy Medicines (S2):

combination products

Non-Steroidal Anti-Inflammatory Drugs (NSAIDs)

paracetamol

rectal medication

products in different forms

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for supplying analgesic and anti-inflammatory medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA011 Assist customers with baby and infant care products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, provide suggestions and information on baby and infant care Pharmacy Medicines (S2) and unscheduled products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice and supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about baby and infant care needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices.
4. Maintain and develop knowledge of baby and infant care products.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA011 Assist customers with baby and infant care products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

recognise and respond appropriately to three product or symptom- based requests for baby and infant products that require referral

suggest suitable baby and infant products for six customers presenting with different needs that individually or cumulatively include the need for:

durable products

formula, feeding products and steriliser kits

nappies and related products

rash and other skin treatments

teething products

products in different forms

provide directions for product use and other information on lifestyle and self-care for each of the above customers

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of a variety of baby and infant ages from 0 to 2 years.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common conditions and symptoms for which baby and infant care medicines and products are used

common lifestyle risk factors that can contribute to baby and infant conditions and methods of care

key terminology, jargon and common abbreviations for:

baby and infant health conditions

medicines and products used to relieve symptoms

formula and feeding products

benefits of breastfeeding

contents of the Marketing in Australia of Infant Formula (MAIF) Agreement and its guidelines for providing advice on the use of infant formula

content of Infant Feeding Guidelines for Health Workers

overview of pharmacy range of baby and infant care products; Pharmacy Medicines (S2) and unscheduled medicines and products:

location

application

which products in the range are Pharmacist Only Medicines (S3)

features and benefits of baby and infant care products, aids and equipment, when they are used and common side effects:

durable products

formula

feeding products and steriliser kits

nappies and related products

rash and other skin treatments

teething products

products in different forms

liquids, sprays and drops

ointments, creams, oils and lotions

powders

recognised and credible sources and format of product, lifestyle and care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

industry and professional publications

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

sources of information on these types of support services:

baby clubs, including inpharmacy baby care clubs

breastfeeding groups

infant health-care services

organisational procedures for supplying baby and infant care medicines and products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for unscheduled products and Pharmacy Medicines (S2)

a diverse commercial range of baby and infant care unscheduled products and Pharmacy Medicines (S2):

durable products

formula, feeding products and steriliser kits

nappies and related products

rash and other skin treatments

teething products

products in different forms

customer brochures and leaflets providing information on:

directions for product use

lifestyle and care practices

baby care services

Marketing in Australia of Infant Formula (MAIF) Agreement

organisational procedures for supplying baby and infant care medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA012 Assist customers with asthma-care aids and equipment

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on asthma-care aids and equipment. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice or supply of scheduled asthma medicines.

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant asthma triggers, symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Check if customer is using an asthma action plan. 1.5.Identify any other health conditions and prescribed medications. 1.6.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Provide clear summary of customer information to pharmacist when referral is required. 2.3.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest asthma-care aids and equipment suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Explain and demonstrate use, care and maintenance of aids and equipment. 3.4.Offer current and accurate information on related lifestyle and self-care practices and specialist support services.
4. Maintain and develop knowledge of asthma management, products and services.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA012 Assist customers with asthma-care aids and equipment

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information about asthma and specialist support services from two different sources

recognise and respond to three different asthma-related situations that require referral to a pharmacist

suggest suitable asthma-care aids and equipment for six customers presenting with different needs that individually or cumulatively include the need for:

spacer devices

nebulisers

masks for adults and children

peak flow meters

provide directions for product use and other information on lifestyle, self-care practices and specialist support services for each of the above customers

respond to the needs of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

groups at risk of asthma

common symptoms of asthma and related conditions

physiological effects of asthma on the body, at a basic level of understanding

common triggers that can contribute to or exacerbate asthma and methods of self-care

content and use of asthma management plans

key terminology, jargon and common abbreviations relevant to asthma management, for:

health conditions

products used to assist

overview of pharmacy product range of asthma-care aids and equipment:

location

different types and their features, uses care and maintenance

spacer devices

nebulisers

masks for adults and children

peak flow meters

recognised sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

product leaflets, brochures, booklets

internet sites

health-care fact sheets

industry and professional publications

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations:

Asthma Council of Australia

Asthma Foundation

organisational procedures for supplying asthma related products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for asthma-care aids and equipment

a diverse, comprehensive and commercial range of asthma-care aids and equipment:

spacer devices

nebulisers

masks for adults and children

peak flow meters

customer brochures and leaflets providing information on:

directions for use, care and maintenance of aids and equipment

lifestyle and self-care practices

specialist services that support asthma management

organisational procedures for supplying asthma related products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA013 Assist customers with smoking cessation products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on smoking cessation, products and specialist services. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice.

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer smoking cessation needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine extent of nicotine dependence. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest nicotine replacement products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest companion products, aids and equipment relevant to desired outcomes. 3.3.Provide customer with clear directions for product use and use questioning to confirm understanding. 3.4.Offer current and accurate information on related lifestyle and self-care practices and specialist support services.
4. Maintain and develop knowledge of smoking cessation, products and services.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA013 Assist customers with smoking cessation products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information about nicotine dependence, smoking cessation and specialist support services from two different sources

recognise and respond to three different nicotine or smoking cessation-related situations that require referral to a pharmacist

suggest suitable smoking cessation products for three different customers

provide directions for product use and other information on lifestyle, self-care practices and specialist support services for the above three customers.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common symptoms of smoking-related illness

short and long-term health effects of active and passive smoking

characteristics of nicotine dependence and physiological effects, at a basic level of understanding

common behavioural triggers that contribute to smoking

common barriers to quitting smoking

key terminology, jargon and common abbreviations relevant to smoking cessation, for:

smoking-related health conditions

nicotine replacement products

the potential relationship between smoking cessation and weight management, and the basic features of a healthy diet within the boundaries of the Australian Dietary Guidelines

different types of smoking cessation products, their use, their side effects and interactions that may contraindicate their use:

different forms - gums, patches, lozenges, inhalers, sprays

modes of action, at a basic level of understanding

application

aids and equipment used for smoking cessation:

features and uses

care and maintenance

components of smoking cessation kits

recognised and credible sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

industry and professional publications

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations:

Quit

National Tobacco Strategy

role boundaries and responsibilities of pharmacy assistants, and circumstances which require and trigger referral to a pharmacist

organisational procedures for supplying nicotine replacement products and smoking cessation aids:

questions that must be asked to collect information about customer needs

collecting and supplying information to an agent acting on behalf of a customer

identifying and acting on triggers for referral to a pharmacist

maintaining privacy and confidentiality of customer information.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for nicotine replacement products

a diverse, commercial range of nicotine replacement products

customer brochures and leaflets providing information on:

directions for product use

care and maintenance of aids and equipment

lifestyle and self-care practices

specialist services that support smoking cessation

organisational procedures for supplying nicotine replacement products and smoking cessation aids

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA014 Assist customers with continence management products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled products for continence management. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice or supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

Nil

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer continence management needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest additional products relevant to customer needs. 3.3.Explain and demonstrate use, care and maintenance of re-usable incontinence products, aids and equipment. 3.4.Advise customers on environmentally sound waste disposal methods. 3.5.Provide clear and accurate information on the Continence Aids Payment Scheme (CAPS). 3.6.Offer current and accurate information from recognised sources on related lifestyle and self-care practices and specialist support services.
4. Maintain and develop knowledge of continence management, products and services.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA014 Assist customers with continence management products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information about continence management and specialist support services from two different sources

suggest suitable continence management products for three customers presenting with different needs

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key features of the Continence Aids Payment Scheme (CAPS)

groups at risk of incontinence

common types of incontinence

causes, at a basic level of understanding, and triggers that can contribute to incontinence and methods of self-care

hygiene issues associated with incontinence and methods of self-care

key terminology, jargon and common abbreviations relevant to continence management, for:

health conditions

medicines and products used to assist

overview of pharmacy product range for continence management and common side effects:

location

disposable products

male and female:

washable

bed and chair protective pads

skincare products:

environmentally sound disposal methods for disposable incontinence products

sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

industry and professional publications

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations:

Australian government Bladder and Bowel website

National Continence Helpline

Continence Foundation of Australia

role boundaries and responsibilities of pharmacy assistants, and circumstances which require and trigger referral to a pharmacist

organisational procedures for supplying incontinence products:

questions that must be asked to collect information about customer needs

collecting and supplying information to an agent acting on behalf of a customer

identifying and acting on triggers for referral to a pharmacist

maintaining privacy and confidentiality of customer information.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for incontinence products

a diverse, commercial range of incontinence products:

disposable products

male and female

washable

bed and chair protective pads

skincare products

customer brochures and leaflets providing information on:

directions for product use

care and maintenance of aids and equipment

lifestyle and self-care practices

Continence Aids Payment Scheme (CAPS)

specialist services that support continence management

organisational procedures for supplying incontinence products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA015 Assist customers with wound care products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled wound care products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice or supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

SIRCINF001 Use pharmacy practices for infection control

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer wound care needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant asthma triggers, symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest companion products, aids and equipment relevant to desired health outcomes. 3.3.Interpret and clearly explain manufacturer’s product information and use questioning to confirm customer understanding of directions for product use. 3.4.Offer current and accurate information from recognised sources on related lifestyle and self-care practices and specialist support services.
4. Maintain and develop knowledge of wound care, products and services.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA015 Assist customers with wound care products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information about wounds, wound care, and specialist support services from two different sources

respond to product and symptombased requests for wound care products from six customers presenting with different needs

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

provide information on:

analgesics

anti-inflammatory medicines

antiseptic and saline washes

cold and hot packs

skincare products

surgical sundries

wound dressings

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2)

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common wound types, causes and associated care requirements:

acute wounds caused by:

abrasions

cuts

grazes

lacerations

sprains

strains

chronic wounds including ulcers caused by poor circulation or medical conditions

contusion, bruising and soft tissue injury caused by:

blunt blow

knock or fall

punching

penetrating wounds (puncture) caused by sharp objects

surgical wounds

bites and stings

burns and scalds

basic understanding of anatomical structure of skin and its healing stages and indicators:

inflammatory or defensive stage

reconstruction stage

maturation or remodelling stage

common lifestyle factors that can cause or exacerbate infection and methods of self-care

groups at particular risk of sustaining wounds

groups at risk of infection

signs of infection in wounds

key terminology, jargon and common abbreviations for:

wound types and infectious conditions

medicines and products used to assist

overview of pharmacy product range for wound care:

location

which products in the range are Pharmacist Only Medicines (S3)

different types of wound care products, their use, their side effects and interactions that may contraindicate their use:

analgesics

anti-inflammatory medicines

antiseptic and saline washes

cold and hot packs

skincare products:

skin cleansers

moisturisers

sealants

adhesive removers

surgical sundries

wound dressings:

spray on dressings

gels, granules, pastes and beads

dry dressings

adhesive dressings

low adherent absorbent dressings

medicated bandages

non-stick pads

strapping, bandaging and sports tape

aids and equipment used for wound care:

features and uses

care and maintenance

sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

industry and professional publications

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying wound care medicines and products and providing advice on wound care.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for wound care products

a diverse, commercial product range of Pharmacy Medicines (S2) and unscheduled products for wound care:

analgesics

anti-inflammatory medicines

antiseptic and saline washes

cold and hot packs

skincare products

surgical sundries

wound dressings

customer brochures and leaflets providing information on:

directions for product use

care and maintenance of aids and equipment

lifestyle and self-care practices

specialist services that support wound care

organisational procedures for supplying wound care medicines and products and providing advice on wound care

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA016 Assist customers with diet, nutrition and weight-management products and services

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled products. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice or supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

This unit incorporates the requirement for pharmacy assistants to comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3). At the time of publication, they are not, however, required to hold an occupational licence or to be certified as competent in this unit to supply scheduled medicines.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest Pharmacy Medicines (S2) or unscheduled medicines and products suited to customer needs within scope of own knowledge. 3.2.Identify and use opportunities to suggest companion products, aids and equipment relevant to desired health outcomes. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Offer current and accurate information on related lifestyle and self-care practices and specialist support services.
4. Maintain and develop knowledge of diet related conditions, products and services.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA016 Assist customers with diet, nutrition and weight-management products and services

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information about diet-related conditions and specialist support services from two different sources

respond to product and symptombased requests for diet, nutrition and weight-management products and services from six customers presenting with different needs

provide directions for product use and other information on lifestyle, self-care practices and support services for each of the above customers

provide information on:

meal replacement programs

nutritional supplements

vitamins and supplements

recommend as appropriate to customer needs, across the product suite, a mix of:

unscheduled medicines and products

Pharmacy Medicines (S2).

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common diet, nutrition and weight-related conditions and common symptoms

common lifestyle factors that can contribute to nutrition and weight-related conditions and methods of self-care

indicators of weight-related conditions including body mass index and waist circumference measurements

basic principles of the following within the limits of the Australian Dietary Guidelines:

Australian Guide to Healthy Eating produced by the NHMRC and Australian Department of Health consistent with evidence based approach.

nutritional composition of the five food groups

a balanced diet

good hydration

impact of diet on health within the limits of the Australian Dietary Guidelines :

relationship between diet-related disease and the excessive consumption of saturated fat, sodium and sugar

role of food, nutrients and other important food substances in healthy body function and maintaining a healthy weight

key terminology, jargon and common abbreviations for:

nutrition and weigh-related health conditions

products used to assist

overview of pharmacy product range for nutrition and weight-management:

location

which products in the range are Pharmacist Only Medicines (S3)

features of different types of nutrition and weight-management products:

meal replacement programs

nutritional supplements

vitamins and supplements

aids and equipment used for nutrition and weight-management:

features and uses

care and maintenance

recognised and credible sources and format of product, lifestyle and self-care information:

Australian Dietary Guidelines

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

industry and professional publications

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations

organisational procedures for supplying diet, nutrition and weight-management products.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for nutrition and weight-management products

a diverse, commercial range of Pharmacy Medicines (S2) and unscheduled products for nutrition and weight-management:

meal replacement programs

nutritional supplements

vitamins and supplements

customer brochures and leaflets providing information on:

directions for product use

care and maintenance of aids and equipment

lifestyle and self-care practices

specialist services that support nutrition and weight-management

organisational procedures for supplying diet, nutrition and weight-management products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the community pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRCPPA017 Assist customers with complementary medicines

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to gather information about customer needs, and provide suggestions and information on Pharmacy Medicines (S2) and unscheduled complementary medicines for a range of common minor health conditions. It requires the ability to identify and act on triggers for referral to a pharmacist for therapeutic advice or supply of Pharmacist Only Medicines (S3).

This unit applies to pharmacy assistants working in community pharmacies. They work with some independence, under general supervision and guidance from others, but ultimately under the supervising pharmacist.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

SIRCIND002 Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

SIRCPPA001 Assist customers with vitamins, minerals and supplements

Competency Field

Pharmacy Product Advice

Unit Sector

Community Pharmacy

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Collect information about customer needs.	1.1.Approach and question customer according to pharmacy protocol. 1.2.Use questions and actively listen to determine who will be using the product and relevant symptoms, duration and severity of the condition. 1.3.Determine customer satisfaction with products previously used. 1.4.Identify any other health conditions and prescribed medications. 1.5.Follow pharmacy procedures to respect and protect customer privacy.
2. Assess customer information and determine need for referral.	2.1.Recognise and act on information that requires referral to the pharmacist. 2.2.Recognise and act on information that indicates the potential for better customer outcomes with Pharmacist Only Medicines (S3). 2.3.Provide clear summary of customer information to pharmacist when referral is required. 2.4.Monitor pharmacist consultation and finalise interaction with customer according to pharmacy procedures.
3. Provide product, self-care and lifestyle information.	3.1.Select and suggest complementary medicines and products appropriate to customer needs, within scope of own knowledge. 3.2.Check contraindications on manufacturer’s information and refer to pharmacist where potential interactions with other medicines are indicated. 3.3.Interpret and clearly explain manufacturer product information and confirm customer understanding of directions for product use. 3.4.Identify and use opportunities to suggest companion products relevant to desired health outcomes. 3.5.Offer current and accurate information from recognised sources on related lifestyle and self-care practices.
4. Maintain and develop knowledge of diet related conditions, products and services.	4.1.Identify and use opportunities to maintain and develop product and health condition knowledge using recognised sources of information. 4.2.Check regularly for new additions or changes to range. 4.3.Use product information to update knowledge of product application and directions for use.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Numeracy skills to:	calculate dosage and quantity requirements.
Technology skills to:	use online information systems to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRCPPA017 Assist customers with complementary medicines

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information about complementary medicines from two different credible sources

respond to product and symptom based requests for complementary medicines from six customers presenting with different minor health condition needs

provide directions for product use and other information on lifestyle and self-care practices for each of the above customers

respond to the needs of each of the following customer types:

adults of both genders

the elderly

children.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common minor health conditions and symptoms that may benefit from the use of complementary medicines at a basic level of understanding, for each of the following body systems:

cardiovascular

gastrointestinal

musculoskeletal

nervous

reproductive

respiratory

key terminology, jargon and common abbreviations relevant to complementary medicines, for:

common minor health conditions

medicines and products used to assist

overview of pharmacy complementary medicine and product range:

location

which products in the range are Pharmacy Medicines (S2)

types of complementary medicines and how they are named and formulated:

herbal

essential oils

homeopathics

different types of commonly-requested complementary medicine products for minor health conditions, their use, their side effects and interactions that may contraindicate their use:

products in different forms - tablets, gels, drops, sprays, creams, oils

key ingredients

modes of action, at a basic level of understanding

application

sources and format of product, lifestyle and self-care information:

manufacturer product support materials:

Consumer Medicines Information (CMI)

product leaflets, brochures, booklets

internet sites

health-care fact sheets

industry and professional publications

medicines databases

pharmacy manuals

reputable health education internet sites

government and not-for profit organisations.

Assessment Conditions

Skills must be demonstrated in a pharmacy with designated front of pharmacy and dispensary areas. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

information technology hardware and software

online information systems

pharmacy display and storage locations, shelf facings and signage for complementary medicines and products

a diverse, commercial range of complementary medicines and products

customer brochures and leaflets providing information on:

directions for product use

lifestyle and self-care practices

organisational procedures for supplying complementary medicines and products

customers with whom the individual can interact; these can be:

customers in an industry workplace who are served by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

have worked in the pharmacy sector for at least two years.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRFSA001 Handle food safely in a retail environment

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to handle food safely in the retail environment following organisational food safety procedures and relevant legislation and standard procedures.

It applies to individuals working in roles that involve the handling of food. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures and relevant legislative requirements.

Food handlers must comply with the requirements contained within the Australia New Zealand Food Standards (ANZFS) Code (the Code).

The legislative requirement for a business to comply with the national standard for food safety practices, along with training and certification requirements, differ between State and Territory Governments. Those developing training to support this unit must consult the relevant state or territory food safety authority to determine any accreditation arrangements for courses, trainers and assessors.

In some states and territories businesses are required to designate a food safety supervisor who is required to be certified as competent in this unit through a registered training organisation.

Pre-requisite Unit

Nil

Competency Field

Food Safety

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Follow food safety program.	1.1.Access information from food safety program to ensure food handling is completed safely. 1.2.Monitor food safety according to organisational processes and document as required. 1.3.Control identified food safety hazards relevant to operations. 1.4.Take corrective action within scope of job responsibility when non-compliance and food safety hazards are identified and report to relevant personnel as required. 1.5.Record food safety information, including equipment breakdowns, according to food safety program.
2. Store and handle food safely.	2.1.Receive and transport food supplies to appropriate storage areas promptly, safely and without damage. 2.2.Store and display food in environmental conditions that protect against contamination and maximise freshness, quality and appearance. 2.3.Store food at controlled temperatures and ensure that food items remain at correct temperature during storage and display. 2.4.Use cooling and heating processes that support microbiological safety of food. 2.5. Identify and take action to remove potentially unsafe food safety processes or situations. 2.6.Change or sanitise food-handling implements between handling different food products to avoid cross-contamination. 2.7.Mark and keep separate from other foodstuffs any food identified for disposal until disposal is complete. 2.8.Dispose of food promptly to avoid cross-contamination.
3. Maintain personal hygiene standards.	3.1.Follow hand washing procedures to minimise risk of contamination. 3.2.Wear appropriate clothing and footwear and maintain uniform cleanliness standards. 3.3.Secure hair and cover all open wounds to minimise risk to food safety. 3.4.Report any health issues or illness to appropriate personnel.
4. Maintain equipment and work area.	4.1.Clean and sanitise equipment, surfaces and utensils following organisational procedures. 4.2.Identify and report cleaning, sanitising and maintenance requirements. 4.3.Dispose of or report chipped, broken or cracked food handling utensils. 4.4.Take measures within scope of responsibility to ensure food-handling areas are free from insects, pests and vermin and report incidents of animal or pest infestation.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret plain English documents that outline organisational policies and procedures for food safety and hygiene and sanitation practices.
Numeracy skills to:	calibrate and use a temperature probe and calculate timing appropriate to the preparation of food products follow simple dilution requirements for chemicals and cleaning products, and calculate ratios in order to make them up.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRFSA001 Handle food safely in a retail environment

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

demonstrate safe handling of food, following organisational policies and procedures and food safety program during three work shifts, by:

using appropriate control measures to control food hazards at each of the following points:

receiving

storing

preparing

displaying

disposing

completing food safety documentation, recording and reporting

maintaining personal hygiene standards

maintaining food work area and equipment.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key aspects of Commonwealth, state or territory and local food safety compliance requirements as relevant to job role:

personal hygiene

contents of national codes and standards that underpin regulatory requirements

reasons for food safety programs and what they must contain

local government food safety regulations and inspection regimes

consequences of failure to observe food safety policies and procedures

meaning of contaminant, contamination and potentially hazardous foods as defined by the Australia New Zealand Food Standards (ANZFS) Code (the Code)

food handling and hygiene principles:

organisational food safety program, its purpose and implications for own work

own roles and responsibilities, and those of food safety personnel for food handling requirements from raw material to finished product

techniques for minimising contamination and spoilage

common sources and types of contamination and food safety hazards, including:

conditions conducive to microbial growth

known allergens associated with food handling and processing

common types of physical, chemical and microbiological agents that can contaminate food

conditions that can cause physical, chemical and microbiological contamination

correct storage of food, including hot, cold, raw and cooked, and appropriate control measures

causes of deterioration of food, contamination, cross-contamination

procedures for identifying and reporting potential or actual sources of contamination

food handling implements

need for change of implements between products

correct storage medium for serving implements

shelf life of food products

control measures for food hazards

procedures for recording failures in the food safety program, including equipment breakdowns

temperature control and the temperature danger zone

correct temperature of storage and display units and how to maintain:

load limits and effects of overloading

effects of breaking temperature chain

effects of blocking coils and air vents

food storage requirements for:

refrigeration

freezers

dry stores

cleaning work areas:

cleaning procedures and schedules for work areas and equipment (internal and external)

purpose and importance of cleaning and sanitation procedures

safe use and storage of cleaning tools, equipment and chemicals, and insecticides and pesticides

routine maintenance for work areas and equipment

waste collection and disposal, recycling and handling procedures

pest control procedures

food handling practices for:

food segregation

food packaging for storage

labelling of food

stock rotation

optimal maintenance of storage areas:

cleanliness and sanitation

ventilation

lighting

required temperature

free from vermin or infestation

free from defects

correct disposal of damaged or spoiled supplies

known allergens associated with food ingredients, food processing and handling

application of workplace documentation for food handling:

organisational food safety program

organisational policies and procedures on hygiene and sanitation practices

food safety incident reports

safety data sheets for cleaning and sterilising products.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

current plain English regulatory documents distributed by government regulators outlining key aspects Commonwealth, state or territory and local food safety compliance requirements as relevant to job role

organisational food safety program

organisational policies and procedures for food safety and hygiene and sanitation practices

hazard control measures

food safety incident report

cleaning and maintenance schedules and safety data sheets for cleaning and sterilising products

personal protective clothing and equipment:

aprons and outerwear

food handling gloves

correct head and footwear

cleaning and sanitation materials and chemicals

a range a food products

food handling implements

food storage and display equipment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRFSA002 Supervise a food safety program

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to monitor implementation of, and adherence to, a food safety program by coordinating corrective action to ensure compliance with food safety standards; providing support and guidance to team members; and making contributions to the improvement of the food safety program.

It applies to individuals working in roles responsible for the supervision of food handling practices and adherence to food safety programs. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures and relevant legislative requirements.

Food handlers must comply with the requirements contained within the Australia New Zealand Food Standards (ANZFS) Code (the Code).

The legislative requirement for a business to comply with the national standard for food safety practices, along with training and certification requirements, differ between State and Territory Governments. Those developing training to support this unit must consult the relevant state or territory food safety authority to determine any accreditation arrangements for courses, trainers and assessors.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

SIRRFSA001 Handle food safely in a retail environment

Competency Field

Food Safety

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Monitor food safety program.	1.1.Communicate food safety requirements, procedures and individual responsibilities and impact of non-compliance to team members that handle food. 1.2.Monitor individual and team performance to ensure compliance with legislative requirements and organisational procedures for food safety. 1.3.Develop and maintain regular schedules for cleaning tasks and inspections. 1.4.Implement procedures for prompt waste removal. 1.5.Implement procedures for prompt eradication of insects, pests and vermin. 1.6.Coordinate safe storage of cleaning chemicals, insecticides and pesticides. 1.7.Monitor food receipt, storage, preparation and handling to ensure compliance with legislative requirements and organisational procedures for food safety. 1.8.Monitor food handler hygiene and use of personal protective equipment to ensure compliance with legislative requirements and organisational procedures for food safety. 1.9.Monitor use and cleanliness of food handling equipment and areas to prevent cross contamination.
2. Respond to food safety non-compliance and hazards.	2.1.Identify food safety hazards and promptly take corrective action to prevent occurrence of contamination and spoilage. 2.2.Implement product recall identification processes, and promptly withdraw products from public sale as required. 2.3.Implement procedures for dealing with non-compliance according to food safety program. 2.4.Report non-compliance as required.
3. Contribute to continuous improvement of food safety program.	3.1.Identify causes of non-compliance and implement control measures to prevent recurrence. 3.2.Identify opportunities to minimise food safety hazards and communicate opportunities to relevant personnel. 3.3.Coach individuals or teams to improve food safety awareness and compliance. 3.4.Record food safety information and report on performance.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRFSA002 Supervise a food safety program

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

supervise a food safety program during three work shifts by:

monitoring team performance and ensuring adherence to organisational policies and procedures, and legislative requirements

modelling hygiene and sanitation practices for food safety

conducting inspections of the following to monitor compliance with food safety programs:

food receipt, storage, handling and preparation

food handling equipment and areas

use of personal protection equipment

storage and use of chemicals

food safety record keeping and reporting

cleaning and maintenance of equipment and work area

reporting on food safety compliance issues

responding to occurrences of non compliance, promptly identifying and rectifying problems.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

techniques for:

identifying actual and potential contamination and cross-contamination hazards

minimising contamination and spoilage

organisation food safety policies, plans and responsibilities, including relationship between the quality system, the food safety program and audit requirements

methods for the elimination, prevention and solution of contamination problems

roles and responsibilities of food safety personnel for food handling requirements, from raw material to finished product

storage requirements for cleaning chemicals, insecticides and pesticides

techniques for coaching individuals and teams

product recall procedures.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated retail work environment.

Assessment must ensure access to:

relevant documentation:

food safety program

organisational policies and procedures on hygiene and sanitation practices

hazard control measures

food safety incident report

cleaning and maintenance schedules and safety data sheets for cleaning and sterilising products

personal protective clothing and equipment:

aprons and outerwear

food handling gloves

correct head and footwear

cleaning and sanitation materials and chemicals

food products

food handling implements

food handling equipment

food storage and display equipment

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRINV001 Receive and handle retail stock

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to receive and store retail stock. It requires the ability to check stock quality and quantity against order requirements; store or present stock correctly; and maintain cleanliness of stock-handling areas.

This unit applies to all retail sectors and business sizes from large format stores to small independents. It applies to frontline personnel who have limited autonomy and work under close supervision and guidance of others in frontline operational roles. However; in smaller retail businesses, senior personnel also undertake this function.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Inventory

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Maintain stock handling and storage areas.	1.1.Maintain cleanliness of stock handling and storage areas. 1.2.Ensure correct environmental conditions for storage of perishable and other stock to prevent loss or damage as required. 1.3.Remove and dispose of waste to minimise safety risks and environmental impacts. 1.4.Report hazards and potential hazards to relevant personnel to minimise safety risks.
2. Accept stock delivery.	2.1.Check incoming stock quantities against order documentation. 2.2.Inspect incoming stock quality, and accurately report quality issues or damage to relevant personnel. 2.3.Record stock delivery, and report discrepancies with orders as required. 2.4.Unpack and handle stock according to manufacturer instructions and safe manual handing techniques to avoid personal health risk and stock damage. 2.5.Store or display stock promptly in designated location.
3. Replenish stock levels.	3.1.Rotate, replenish and present stock according to organisational requirements for stock levels. 3.2.Record stock waste or shrinkage according to organisational procedures. 3.3.Maintain optimal stock levels on retail shop floor.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret: plain English documents that outline organisational policies and procedures for stock control basic order and delivery documentation and stock labels.
Numeracy skills to:	calculate stock levels.
Planning and organising skills to:	complete stock control activities in a logical and time efficient sequence.
Technology skills to:	use stock control technology to aid stock control processes.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRINV001 Receive and handle retail stock

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational policies and procedures, safe work practices and manufacturer instructions to perform each of the following stock control procedures:

receive and process incoming stock

store retail stock

maintain retail stock levels

maintain stock delivery records

follow organisational stock control policies and procedures to process stock in each of the following situations:

stock quality is poor

stock quantity errors

incorrect stock is delivered

maintain stock handling and storage areas, according to organisational policies and procedures, when completing the above stock control activities.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in the elements and performance criteria of this unit:

principles of stock control procedures:

rotation and replenishment

product life cycle

organisational stock control policies and procedures for:

receiving stock from suppliers

recording incoming stock

recording and reporting stock discrepancies and quality issues

recording stock waste and shrinkage

stock quality standards

unpacking, storage and display of stock

damaged or missing stock

key features of retail products that relate to handling and storage:

handling techniques to minimise damage

general care

optimum storage conditions

features of damaged or spoiled stock

correct disposal methods

safe manual handing techniques for moving and storing retail stock

relevant legislation and standards relevant to receiving and storing retail stock.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

manufacturer instructions for stock handling and storage

organisational policies and procedures for stock handling and control

retail stock display areas

range of retail stock

stock control documentation

delivery dockets

orders

reporting documentation

stock receiving bay or area

stock storage areas

assessment activities that allow the individual to:

work within commercial speed, timing and productivity

manage tasks and contingencies in the context of the job role.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRINV002 Control stock

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to process stock orders, maintain stock levels, minimise stock losses, manage stocktakes and maintain all documents that relate to the administration of any type of stock.

This unit applies to individuals responsible for stock control. They work within organisational systems and procedures, but make decisions about stock administration and may have responsibility for others.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Inventory

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Monitor stock receipt and dispatch.	1.1.Implement organisational policies and procedures for receipt, dispatch and secure storage of stock. 1.2.Allocate tasks and monitor staff to ensure organisational procedures are followed, and documentation is completed correctly. 1.3.Confirm that stock quantity and quality inspections on receipt meet organisational standards. 1.4.Act on variations to quantity and quality of delivered stock. 1.5.Supervise safe stock handling and storage.
2. Maintain stock records.	2.1.Monitor stock and maintain stock at required levels. 2.2.Maintain, monitor and adjust stock reorder cycles as required. 2.3.Provide clear information to team members about individual stock recording responsibilities. 2.4.Maintain stock storage and movement records. 2.5.Record and report stock discrepancies. 2.6.Monitor stock performance and identify and report fast and slow-selling items.
3. Process and follow up orders.	3.1.Process and raise stock orders according to organisational procedures. 3.2.Monitor delivery of stock to ensure agreed deadlines and inventory requirements are met. 3.3.Liaise with suppliers to ensure continuity of supply. 3.4.Resolve routine supply problems or refer to appropriate personnel for action. 3.5.Distribute stock within the organisation according to required allocations. 3.6.Handle routine supply problems or refer to management as required by store policy.
4. Minimise stock losses.	4.1.Regularly check storage of stock and ensure its protection. 4.2.Identify, record and report stock losses. 4.3.Identify avoidable losses and establish reasons for them. 4.4.Recommend solutions and implement procedures to prevent future losses.
5. Coordinate stocktake or cyclical count.	5.1.Explain procedures for stocktake and cyclical counts to team members. 5.2.Allocate stocktaking tasks to individual team members ensuring effective use of staff resources to complete task. 5.3.Provide team members with clear directions for performance of each task. 5.4.Produce accurate reports for management on stocktake data, including discrepancies.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret supplier purchasing agreements, purchase orders, records of incoming stock and organisational policies and procedures for stock control.
Numeracy skills to:	calculate: supplier costs and complex order costs complex details of stock on hand and stock losses and produce complex numerically-based reports reconcile incoming stock and invoices against purchase orders.
Technology skills to:	use business technology for inventory management.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRINV002 Control stock

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

maintain and order stock across one stock cycle according to organisational procedures using all of the following stock processes:

receipt

dispatch

ordering

stock level monitoring

records maintenance

produce three different stock control reports

organise and coordinate one stocktake or cyclical count

provide clear and correct information to team members involved in stock control processes.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

receipt and dispatch of goods, including inspection for quantity and quality

stock ordering and reordering

stock replenishment

stock rotation

reporting of stock discrepancies, damage and loss

safe transport, handling and storage of goods

stock control

stocktaking and cyclical counts

pricing, labelling and packaging

stock security

key aspects of legislation and codes of practice relevant to stock control:

Australian Consumer Law

Work Health and Safety (WHS)

manual handling

licensing for mechanical movement of stock

principles of stock control:

rotation and replenishment

product life cycle

impact of business planning and sales forecasts on stock control

types of stock control systems used in the sector

reasons for stock loss and damage and methods to control these and protect stock.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

current plain English regulatory documents distributed by government regulators outlining key aspects of legislation and codes of practice relevant to stock control as listed in Knowledge Evidence

a computerised stock control system

stock for use in stock control activities

organisational policies and procedures for stock control

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER001 Produce visual merchandise displays

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to display retail merchandise. It requires the ability to prepare, produce and maintain merchandise displays in accordance with visual merchandising requirements.

This unit applies to all businesses that sell retail merchandise. It applies to frontline personnel who have limited autonomy and work under close supervision and guidance of others in frontline operational roles. However; in smaller businesses, senior personnel might also undertake this function.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare to produce visual merchandise display.	1.1.Review visual merchandising display guidelines, and seek clarification as required. 1.2.Obtain merchandise, materials and equipment required for the display. 1.3.Prepare product labels and price tickets from in-house documents and according to organisational requirements. 1.4.Unpack merchandise according to manufacturer instructions.
2. Display merchandise.	2.1.Produce display following visual merchandising display guidelines. 2.2.Ensure merchandise is displayed according to manufacturer instructors where specific requirements for display and storage exist. 2.3.Display merchandise labels and price tickets according to organisational requirements. 2.4.Handle and move stock and equipment according to safe manual handling guidelines to prevent injury to self. 2.5.Promptly return excess stock to storage area, and store according to organisational requirements. 2.6.Check and ensure area around the display remains clear of debris.
3. Maintain display.	3.1.Review displays against visual merchandising display guidelines, and refine as required. 3.2.Maintain clear and correct product and pricing information for merchandise. 3.3.Identify damaged or out of date stock, and remove from display as required. 3.4.Rotate and replenish merchandise to maintain optimum stock levels. 3.5.Monitor the display regularly to maintain appearance and cleanliness of display and display area.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret plain English documents that outline organisational policies and procedures related to display of merchandise.
Numeracy skills to:	estimate dimensions of display areas and appropriate size of displays from display documentation.
Planning and organising skills to:	prepare for display and complete display activities in a logical and time-efficient sequence.
Technology skills to:	prepare product labels and price tickets.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER001 Produce visual merchandise displays

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow merchandising display guidelines and organisational procedures to prepare and produce three merchandise displays, from the following list, of varying sizes and complexities:

an existing merchandise range

a new merchandise range

a seasonal merchandise range

a promotional event

discounted merchandise

maintain each of the above displays and display area, adequate stock level and appearance of display.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic principles of visual merchandising as they relate to producing retail visual merchandise displays

visual merchandise display guidelines and how they are used in creating a retail displays

organisational procedures for:

correct manual handling techniques for protection of self and merchandise

correct storage of merchandise and equipment

damaged or out of date stock

maintenance of display areas

merchandise rotation and replenishment

product labelling and pricing

unpacking merchandise.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

a range of retail merchandise

display areas

retail display equipment and props

product labels and price tickets

ticketing and pricing equipment

organisational visual merchandise display guidelines

organisational procedures for:

manual handling techniques for protection of self and merchandise

storage of merchandise and equipment

damaged or out of date stock

maintenance of display areas

merchandise rotation and replenishment

product labelling and pricing

unpacking merchandise

assessment activities that allow the individual to:

work within commercial speed, timing and productivity

manage tasks and contingencies in the context of the job role.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER002 Merchandise food products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to prepare and maintain the display of food products.

It applies to individuals working in frontline operational roles in a diverse range of retail industry sectors and business contexts that sell food products. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare to produce food display.	1.1.Review organisational food display guidelines for display of food products, and seek clarification as required. 1.2.Clean and sanitise food display equipment, and check for defects including irregularities in temperature as required. 1.3.Use personal protective equipment and correct equipment for handling food products as required. 1.4.Follow manufacturer instructions to ensure correct handling and display of food. 1.5.Follow food safety requirements to ensure food safety at all times of handling and display. 1.6. Unpack food and check it is fit for purchase according to organisational policies and procedures. 1.7.Prepare product labels and price tickets for food display according to organisational policies and procedures. 1.8.Wrap, package or plate food items as required.
2. Display food products.	2.1.Produce food display following organisational display guidelines for the display of food products. 2.2.Identify and use correct handling and display techniques according to food characteristics and organisational policies and procedures. 2.3.Ensure correct pricing and labelling of food displays. 2.4.Promptly return excess stock to storage area, and store in accordance with organisational policies and procedures.
3. Maintain food display.	3.1.Maintain cleanliness of display areas ensuring products are displayed neatly and excess packaging is removed. 3.2.Maintain optimum stock levels and replenish stock as required. 3.3.Identify damaged, deteriorated, spoiled or out of date food and reset or remove as required. 3.4.Monitor correct temperatures for food display as required and report temperature irregularities to appropriate personnel without delay.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret plain English documents that outline organisational procedures relevant to merchandising food.
Numeracy skills to:	interpret temperature readings against requirements for food display.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER002 Merchandise food products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational food display guidelines to prepare and produce four different food displays of varying sizes and complexities

prepare and display two of the following food types for the above four displays:

fresh food produce

baked food items

general grocery items

food items requiring packaging

food items requiring specific temperature control.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

food safety

hygiene and sanitation

food display labelling and pricing

correct storage of stock

location of display areas

principles of display

availability and use of display materials

stock rotation

stock replenishment

damaged and out of date stock

scheduling, building and rotating displays

correct manual handling techniques for protection of self and merchandise

maintenance and cleaning of equipment and working areas

food safety monitoring:

storing food in appropriate timeframes

monitoring and recording food temperatures

monitoring and recording temperature of storage equipment

visually examining food for quality review

food safety requirements as specific to food products displayed

food product characteristics and required preparation and handling

techniques for creating visually appealing food displays that attract customers and maximise sales.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

food products for display as selected in the Performance Evidence

display areas

display equipment and props for:

cleaning equipment and materials

food preparation and handling

personal protective equipment and clothing

product labels and price tickets

ticketing and pricing equipment

organisational food display guidelines

relevant documentation:

organisational policies and procedures as listed in the Knowledge Evidence

food safety guidelines as applicable to specific food products.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER003 Coordinate visual merchandising activities

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to coordinate store visual merchandising activities and ensure adherence to organisational standards, policies and procedures for the display of merchandise.

It applies to individuals working in frontline roles in a diverse range of retail industry sectors and business contexts that display retail products for sale. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Coordinate visual merchandise requirements.	1.1.Access and interpret organisational visual merchandising guidelines, and policies and procedures. 1.2.Communicate visual merchandising standards and display requirements to team members. 1.3.Plan appropriate timing for producing and dismantling visual merchandise displays. 1.4.Communicate roles and responsibilities for visual merchandising to team members. 1.5.Plan and coordinate promotional and special event displays as directed by management.
2. Supervise visual merchandise activities.	2.1.Supervise construction and maintenance of displays to achieve balance and visual impact. 2.2.Ensure display information accurately depicts product or service being promoted. 2.3.Ensure displays are completed with minimum disruption to customer service and traffic flow. 2.4.Ensure displays meet organisational standards and visual merchandise guidelines. 2.5.Regularly monitor replenishment of merchandise and rotation of stock and take action to ensure optimal stock levels as required.
3. Review impact of visual merchandise activities.	3.1.Evaluate promotions or special event displays and determine impact on sales results. 3.2.Report on visual merchandising activities to relevant personnel and make suggestions for improvements as required.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Problem solving skills to:	overcome difficulties relevant to the display of merchandise.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER003 Coordinate visual merchandising activities

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow merchandising display guidelines, and organisational policies and procedures to coordinate visual merchandise activities for two of the following:

an existing merchandise range

a new merchandise range

a seasonal merchandise range

a promotional event

discounted merchandise

for each of the above visual merchandising activities:

communicate requirements with team members

monitor visual merchandising displays and standards

report on the effectiveness of the above merchandising activities.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

merchandise labelling and pricing

required stock levels

merchandise rotation and replenishment

organisational visual merchandise standards and guidelines and their application to visual merchandising activities

key aspects of relevant industry codes of practice, legislation and statutory requirements for coordinating merchandise presentation:

Australian Consumer Law

Work Health and Safety (WHS)

objectives and use of visual merchandise displays

interpretation of scaled versions of store design, layout and fixture placements

techniques for creating effective visual merchandise displays:

types of displays and their impact

display location

display lighting

display signage

fundamental elements and principles of visual design and their use in the display and merchandise of products

commercial impact of incorrect pricing both favourable and unfavourable:

customer complaints

profitability

safe work practices for displaying merchandise with particular emphasis on:

safe use of equipment

safe manual handling techniques for bending, lifting and shifting heavy items

product knowledge relevant to visual merchandise activities:

price

features

benefits.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

retail merchandise

display areas

retail display equipment and props

product labels and price tickets

ticketing and pricing equipment

relevant documentation:

organisational visual merchandise display guidelines

organisational policies and procedures for:

merchandise labelling and pricing

required stock levels

merchandise rotation and replenishment

relevant industry codes of practice, legislation and statutory requirements for coordinating merchandise presentation:

Australian Consumer Law

Work Health and Safety (WHS)

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER004 Develop visual merchandising creative concepts

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop visual merchandising concepts in response to a design brief or organisational strategy. It requires the ability to generate a range of creative ideas and present these ideas to stakeholders for feedback and approval.

This unit applies to visual merchandisers and stylists working in a diverse range of sectors and business contexts. They operate with independence, under limited supervision of others, and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions within the scope of their job role.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine visual merchandising requirements.	1.1. Access and interpret a visual merchandising design brief. 1.2. Identify and confirm visual merchandising objectives, specifications and constraints. 1.3. Clarify budgetary and time requirements with relevant personnel. 1.4. Review existing visual merchandising activity and performance results to identify strengths and weaknesses. 1.5. Research local and global visual merchandising trends and draw inspiration to inform concept development. 1.6. Review competitor and market activity to identify trends and creative opportunities.
2. Generate options for visual merchandising concept.	2.1. Apply principles and elements of design to generate creative concept options that meet design brief or reflect organisational merchandise strategy. 2.2. Ensure concept options reflect visual merchandising objectives, specifications and constraints. 2.3. Challenge assumptions and traditional ways of working to generate concept options that promote diverse and innovative approaches to visual merchandising. 2.4. Consider the need for scalability and generate concept options accordingly. 2.5. Consider the need for consistency across channels and locations and generate concept options accordingly. 2.6. Assess commercial and creative feasibility of concept options and make any required adjustments. 2.7. Document visual and written representations of concept options.
3. Present creative options.	3.1. Prepare materials and documentation that support the presentation of concept options and aid audience visualisation. 3.2. Use visual and verbal communication techniques to present creative options to relevant stakeholders. 3.3. Promote preferred concept option demonstrating alignment to design brief or organisational merchandise strategy. 3.4. Seek feedback from stakeholders and make any required adjustments to creative options. 3.5. Agree on preferred concept options and ensure consistent understanding and expectations of all relevant stakeholders.
4. Finalise the visual merchandising concept.	4.1. Document detailed visual and written representations of the finalised and agreed visual merchandising concept. 4.2. Seek final approval. 4.3. Communicate finalised visual merchandising concept to relevant personnel for implementation.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Oral communication skills to:	adapt communication techniques and styles to meet the needs of a target stakeholder audience when presenting visual merchandising concept options.
Numeracy skills to:	determine financial feasibility of visual merchandising design options in line with budgetary requirements.
Technology skills to:	access, document and communicate information using digital technologies.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implemenation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER004 Develop visual merchandising creative concepts

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review a visual merchandising design brief and develop two different visual merchandising concept options that reflect:

target audience

brand and product objectives

commercial objectives

resourcing specifications and constraints

implementation specifications and constraints

use elements and principles of design

research local and global visual merchandising trends and use findings to inform concept development

present one of the above concept options using:

visual and verbal communication techniques

digital and non-digital representations of concept option

document one finalised visual merchandise creative concept.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key aspects of legal and ethical considerations as they relate to visual merchandising concept development:

copyright

intellectual property

role of a design brief in visual merchandising concept development

role of an organisational merchandise strategy in visual merchandising concept development

principles of visual merchandising and their application in visual merchandising concept development

current visual merchandising trends

sources of creative influence

key considerations made in visual merchandising concept development and common types of:

objectives

specifications

constraints

creative concept development and application of:

design processes

creative thinking techniques

innovative approaches

scalability and its role in visual merchandising concept development

techniques to determine commercial and creative feasibility of visual merchandising concepts

elements and principles of design and their application in visual merchandising:

elements of design:

texture

form

colour

space

line

principles of design:

harmony

rhythm

balance

dominance

scale

proportion

light

contrast

visual and written techniques for representing visual merchandising creative concepts

digital and non-digital methods for creating visual representations of design ideas

presentation techniques for:

story-telling

increased sensory engagement

aiding visualisation

communicating concept options:

visual

verbal

communicating to a range of audiences

managing feedback and critiquing

gaining agreement.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

visual merchandising design briefs

sources of information on current local and global visual merchandising trends

digital and non-digital tools for creating visual representation of design ideas

stakeholders with whom the individual can interact. These can be:

stakeholders in an industry workplace, or

stakeholders who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implemenation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER005 Implement visual merchandising concepts

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan the implementation of a visual merchandising concept. It requires the ability to accurately interpret a concept, arrange resourcing, monitor concept implementation and determine the effectiveness of the concept.

This unit applies to visual merchandisers and stylists working in a diverse range of sectors and business contexts. They operate with independence, under limited supervision of others, and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions within the scope of their job role.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop concept implementation plan.	1.1. Access and review visual merchandising concept and determine implementation requirements and constraints. 1.2. Determine internal and external resource requirements including available budget. 1.3. Access and review organisational visual merchandising guidelines and standards to inform implementation plan development. 1.4. Identify opportunities to create cost-efficiencies and maximise use of resources. 1.5. Identify potential risks to be managed throughout the implementation process and develop contingency plans. 1.6. Identify key activities and plan the allocation of roles, responsibilities and timelines. 1.7. Plan product selection and inventory management. 1.8. Plan internal and external communication strategies for communicating implementation roles, responsibilities and timelines. 1.9. Develop performance criteria to evaluate the effectiveness of the concept. 1.10. Document an implementation plan and seek any required approval.
2. Implement the concept.	2.1. Communicate concept implementation plan to relevant personnel. 2.2. Monitor the implementation of visual merchandising concept and respond to issues as they arise. 2.3. Provide support and coaching to team members throughout the implementation process. 2.4. Photograph and document concept implementation. 2.5. Finalise concept according to implementation plan.
3. Review concept.	3.1. Seek feedback from stakeholders about concept effectiveness. 3.2. Evaluate concept implementation against predetermined performance criteria. 3.3. Review and assess effectiveness of concepts in achieving desired performance outcomes. 3.4. Use findings to make suggestions for future improvements.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	interpret diverse components of budgets and develop resource specifications within budgetary parameters.
Technology skills to:	access, document and communicate information using digital technologies.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER005 Implement visual merchandising concepts

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop a visual merchandising implementation plan for one visual merchandising concept, detailing:

objectives

resource requirements

budgeting

product selection

inventory management

key activities and timelines

allocation of roles and responsibilities

risk considerations and contingency plans

communication strategy

performance criteria

exit strategy

oversee the implementation of one concept, by:

communicating implementation plan to others

ensuring objectives and standards are met

managing risks and issues

review visual merchandising concept performance against performance criteria to determine effectiveness and make recommendations for future improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key aspects of visual merchandising implementation planning:

steps in the planning process

technologies that support effective implementation planning

stakeholder involvement

managing implementation and consistency across multiple channels and locations

alignment to organisational visual merchandising guidelines and standards

implementation plan formats and key considerations:

objectives

resource requirements

budgeting

product selection and availability

inventory management

key activities and timelines

allocation of roles and responsibilities

risk considerations and contingency plans

communication strategy

performance criteria

exit strategy

internal and external factors impacting on the successful implementation of visual merchandising concepts and strategies to minimise impacts:

availability of resources and product

scalability

communication issues

budget overruns

feedback

consistency and quality across multiple channels and locations

techniques to evaluate and determine the effectiveness of a visual merchandising campaign:

profitability

operational efficiency

success in meeting objectives.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

visual merchandising concept

visual merchandising concept performance data.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER006 Achieve visual merchandising targets

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to measure the impact of visual merchandising on sales and customer engagement. It requires the ability to plan and monitor the achievement of visual merchandising targets and use findings to make recommendations for future improvements.

This unit applies to visual merchandisers working in a diverse range of sectors and business contexts. They operate with independence, under limited supervision and guidance from others, and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify visual merchandising targets.	1.1. Obtain and review organisational visual merchandising targets. 1.2. Ensure visual merchandising targets are achievable and make any required recommendations for changes. 1.3. Review internal and external factors that may affect visual merchandising performance and plan measures to reduce or enhance impact. 1.4. Review past visual merchandising performance to inform the achievement of visual merchandising targets. 1.5. Determine strategies for the achievement of visual merchandising targets. 1.6. Determine both qualitative and quantitative measures for tracking performance.
2. Achieve visual merchandising targets.	2.1. Implement planned strategies for the achievement of visual merchandising targets. 2.2. Communicate visual merchandising targets to relevant personnel. 2.3. Ensure availability of adequate resourcing to support the achievement of visual merchandising targets. 2.4. Support team members to achieve visual merchandising targets and provide feedback on performance. 2.5. Monitor and record the achievement of visual merchandising targets. 2.6. Resolve or minimise the impact of internal and external factors that may impact visual merchandising performance.
3. Review visual merchandising performance.	3.1. Analyse actual results against targets to identify strengths and weaknesses of visual merchandising performance. 3.2. Report on performance and make recommendations for improved future visual merchandising performance.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	assess results and use numerical data to determine and monitor targets.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER006 Achieve visual merchandising targets

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

plan the achievement of visual merchandising targets and report on performance during one visual merchandising campaign period by:

reviewing organisational visual merchandising targets and determining strategies for the achievement of:

sales per square metre

average spend and conversion rates

user-generated content

inventory levels and weeks' stock-on-hand

projected sell through rates

developing measures for performance tracking

reviewing visual merchandising performance against targets and making recommendations for future improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role of visual merchandising in achieving organisational objectives

role of key retail functions that influence achievement of visual merchandising targets:

retail marketing

store operations

retail buying

store design

strategies to achieve visual merchandising targets:

traffic generation:

online

in store

retention of existing customers

engagement of new customers

increase average spend and conversion rates:

product stories

cross-selling and cross-promotion

accessorising

increased browsing and spending

user-generated content

layout and relationship to traffic flow:

product placement

precinct management

resources required to support the achievement of visual merchandising targets

common factors impacting achievement of visual merchandising targets:

internal

external

measures used to track visual merchandising performance:

qualitative

quantitative

techniques for reporting on visual merchandising performance.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational visual merchandising targets

visual merchandising performance results.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER007 Design and install visual merchandising displays

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to design and create visual merchandising displays for promotional purposes. It requires the ability to review a visual merchandising concept to identify display objectives, and to build displays using a range of construction methods and materials.

This unit applies to visual merchandisers and stylists working in a diverse range of sectors and business contexts. They operate with independence, under limited supervision of others, and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions within the scope of their job role.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine display requirements.	1.1. Access and review a visual merchandising concept to determine display requirements. 1.2. Determine display purpose and desired messaging. 1.3. Identify scaling and spatial specifications and constraints that will impact display design. 1.4. Access creative sources of information and research display trends to draw inspiration to inform display design.
2. Design displays.	2.1. Design displays that reflect organisational merchandise strategy, style guidelines and standards. 2.2. Plan display structure and positioning that reflects customer traffic flow and visual paths. 2.3. Incorporate multi-sensory elements into display design to enhance customer engagement and interaction with product. 2.4. Design displays that promote cross-selling and generate commercial benefit. 2.5. Design displays that are structurally sound and meet work, health and safety requirements. 2.6. Apply principles and elements of design to display designs. 2.7. Identify resources, materials and construction techniques required to build displays. 2.8. Identify opportunities to create cost-efficiencies and maximise use of resources. 2.9. Produce visual representations of display designs. 2.10. Seek approval for display designs and make any required adjustments.
3. Install displays.	3.1. Source materials and resources required to create displays. 3.2. Select appropriate time to build displays that minimises disruption to customers. 3.3. Apply construction techniques and use power tools to build displays. 3.4. Ensure product availability at primary location. 3.5. Consider product grouping based on key features, price, size and type. 3.6. Handle stock and equipment according to safe manual handling and work health and safety requirements to prevent injury to self. 3.7. Finalise displays and adjust as required to ensure visual appeal is maximised. 3.8. Ensure finalised displays meet display design and work, health and safety requirements. 3.9. Clean and tidy work area and remove excess materials and stock. 3.10. Dispose of waste to minimise environmental impacts.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	perform accurate measurements for use in the design and installation of visual merchandising displays.
Initiative and enterprise skills to:	ensure product selection and placement is managed according to the commercial needs of the business.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER007 Design and install visual merchandising displays

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review a visual merchandising concept to design and create three of the following visual merchandising displays:

window display

lifestyle display

bulk stack display

event installation

promotional display

pop-up shop display

exhibition display

food display

create visual representations of the above display designs using digital software on at least one occasion

use common construction techniques and power tools to work with materials to create visual merchandising displays

create the above displays:

applying the elements and principles of design

following work, health and safety requirements

within typical workplace time constraints

that align with visual merchandising style guidelines and standards

incorporate the following sensory elements, on at least one occasion, in the above displays:

sound

smell

touch

sight.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

types of visual merchandising displays:

purpose

benefits

limitations

key aspects and considerations of visual merchandising display design:

creating alignment with organisational merchandise strategy

display purpose and desired messaging

scaling

spatial specifications

product styling

customer traffic flow

customer visual paths

materials

construction methods

current visual merchandising display trends

sources of creative influence

tools used creating visual representation of displays

techniques to achieve the following through visual merchandising displays:

increased customer engagement

sales generation

cross-selling

cost-efficiencies

common types of material and construction methods used in visual merchandising displays:

benefits

limitations

elements and principles of design and their application in visual merchandising display design:

elements of design:

texture

form

colour

space

line

principles of design:

harmony

rhythm

balance

dominance

scale

proportion

light

contrast

use of multi-sensory elements in visual merchandising displays:

sound

smell

touch

sight

key aspects of work, health and safety as it relates to visual merchandising displays.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

visual merchandising style guidelines and standards

visual merchandising concept

display space

display supplies:

materials

power tools

product

display equipment

equipment

fixtures.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER008 Plan and style merchandise photo shoots

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan a photo shoot in response to a brief and then style the shoot for photography. These individuals may work with professional photographers.

This unit applies to personnel working in a diverse range of sectors and business contexts. They operate with independence with limited supervision and guidance from others and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine creative direction of photo shoot.	1.1. Access and interpret requirements of a photo shoot brief and clarify photo shoot specifications and constraints. 1.2. Research merchandise styling trends to inform photo shoot styling. 1.3. Identify and seek input from creative sources to inspire photo shoot styling. 1.4. Create mock-ups of styling options and make refinements to enhance visual appeal and photo shoot outcomes. 1.5. Seek input from relevant personnel to determine final styling direction and gain required approval.
2. Plan photo shoot.	2.1. Determine photo shoot resource requirements and ensure required resourcing is available within allocated budget. 2.2. Create a brief of images to be captured during photo shoot. 2.3. Document a photo shoot schedule and communicate key roles and responsibilities to relevant personnel. 2.4. Identify potential photo shoot issues and undertake contingency planning to minimise impact. 2.5. Seek privacy agreements and permissions from talent involved in photo shoot as required.
3. Style photo shoot.	3.1. Access photo shoot location and identify and address any health and safety risks. 3.2. Style merchandise and props according to agreed styling and photo shoot plan. 3.3. Review and adjust lighting to enhance photo shoot in consultation with photographer and other personnel as required. 3.4. Provide clear direction and instructions to photo shoot talent and other personnel involved in photo shoot as required. 3.5. Adjust styling throughout photo shoot to meet creative brief. 3.6. Confirm photos listed in brief of images are captured. 3.7. Finalise photo shoot and restore photo shoot location to original condition.
4. Review images.	4.1. Review images captured during photo shoot and select those that best meet the requirements of the brief. 4.2. Arrange for additional images to be taken if brief of images is not met. 4.3. Organise image editing to enhance images. 4.4. Seek approval of finalised images from relevant personnel.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Technology skills to:	access and document information and communicate with others using digital technologies and systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER008 Plan and style merchandise photo shoots

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop a merchandise photo shoot plan, in response to an established photo shoot brief, for one of the following:

lifestyle shoot

fashion shoot

food or beverage shoot

document the above photo shoot plan including the following details:

objectives

photo shoot location

photo shoot resourcing requirements:

props

talent

merchandise

lighting

photography equipment

brief of images to be captured

contingency planning

schedule

style a photo shoot following the above plan, and:

test a range of lighting techniques to achieve varying effects on photography

adjust product and talent placement to enhance photo shoot outcomes

provide direction to others during photo shoot

review images and evaluate their suitability for use.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical considerations as related to photo shoots:

copyright

misleading or deceiving commercial conduct

intellectual property

privacy and permissions

work, health and safety

negative and positive space as it relates to image capturing

information contained within a photo shoot brief and its role in a photo shoot:

objectives

specifications

constraints

budget

styling trends and sources of creative inspiration

key aspects of a photo shoot plan:

objectives

photo shoot location

photo shoot resourcing requirements:

props

talent

merchandise

lighting

photography equipment

brief of images to be captured

contingency planning

schedule

work, health and safety considerations as related to merchandise photo shoots

application and effects of light in photography

styling techniques for merchandise

key product placement techniques for image results:

product versus prop

negative space

positive space

techniques and their application

basic photography terminology.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

photo shoot brief

photo shoot resources:

location

props

talent

merchandise

lighting

equipment

photographer and equipment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER009 Plan and organise display lighting

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan and organise lighting for visual merchandising installations. It requires the ability to determine lighting requirements, assess suitable lighting options that enhance visual merchandising, and ensure lighting use is sustainable and efficient.

This unit applies to visual merchandisers and stylists working in a diverse range of sectors and business contexts. They operate with independence, under limited supervision of others, and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions within the scope of their job role.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine lighting requirements.	1.1. Access and review visual merchandising concept and plans to determine functional and ambient lighting requirements. 1.2. Identify lighting specifications, budget and constraints. 1.3. Evaluate suitability of existing lighting and identify required changes. 1.4. Review existing site layout to determine feasible lighting options. 1.5. Access creative sources of information and research lighting trends to draw inspiration for display lighting. 1.6. Research and compare the features, costs and benefits of lighting options.
2. Develop lighting plans.	2.1. Select lighting solutions that best meet lighting requirements. 2.2. Take opportunities to create cost-efficiencies and maximise use of resources. 2.3. Identify the need for professional contractors to carry out lighting installation work. 2.4. Document lighting costings and ensure plan meets budgeting requirements. 2.5. Incorporate safety and environmental sustainability considerations into the planning process. 2.6. Document lighting plan lighting plan and seek any required approval.
3. Organise lighting installation.	3.1. Communicate lighting plan and desired outcomes to relevant personnel. 3.2. Source materials and resources required for lighting installation. 3.3. Select appropriate time to install lighting that minimises disruption to customers. 3.4. Install lighting according to work, health and safety requirements and manufacturer’s instructions. 3.5. Monitor the work of contractors as required to ensure lighting plan requirements are met. 3.6. Finalise lighting installation and adjust to ensure visual appeal is maximised and lighting objectives are met. 3.7. Clean and tidy work area and remove excess materials.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret documentation and terminology used to describe lighting features and functionality.
Oral communication skills to:	communicate lighting requirements to external personnel and ensure agreed understanding.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER009 Plan and organise display lighting

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review a visual merchandising concept to develop a lighting plan to achieve three of the following:

creation of ambience

gain attention and recognition

product enhancement

influence perception of space

emotional engagement

decorative purpose

document the above lighting plan specifying:

objectives

costings

lighting equipment and resource requirements

energy usage

lighting placement

monitor the installation of one lighting plan by:

communicating key responsibilities

evaluating lighting installation against lighting plan.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role of lighting in visual merchandising:

creation of ambience

gain attention and recognition

product enhancement

influence perception of space

emotional engagement

decorative purpose

common lighting systems and solutions:

purpose

benefits

limitations

installation requirements

functionality

key aspects and considerations of lighting planning:

objectives

budgets and costings

lighting equipment and resource requirements

energy usage

lighting placement

store layout and design

use of external contractors

access to power supply

interrelationship with other sensory devices

colour of light, effects and common uses:

warm white

cool white

daylight

typical running of lighting:

costs

energy usage

key bulb types:

efficiency

light distribution

lifetime

colour rendering

quantity of light

key aspects of work, health and safety as it relates to installation of lighting

environmental sustainability considerations that impact lighting planning.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

visual merchandising concept

space to install lighting

lighting equipment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER010 Style using visual merchandising aids

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to style retail merchandise using visual merchandising aids. It requires the ability to plan, install and style a range of merchandising aids including mannequins, fixtures and props.

This unit applies to visual merchandisers and stylists working in a diverse range of sectors and business contexts. They operate with independence, under limited supervision of others, and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions within the scope of their job role.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Select visual merchandising aids.	1.1.Access and review visual merchandising concept and implementation plans. 1.2. Identify scaling and spatial specifications and constraints that will impact the selection of visual merchandising aids. 1.3. Determine available budget and identify opportunities to create cost-efficiencies and maximise use of resources. 1.4. Select visual merchandising aids that support the visual merchandising concept.
2. Install visual merchandising aids.	2.1. Source visual merchandising aids and required installation equipment. 2.2. Determine placement and positioning of aids that enhance visual appeal and customer traffic flow. 2.3. Assemble and install visual merchandising aids according to manufacturer's instructions. 2.4. Select appropriate time to install visual merchandising aids that minimises disruption to customers. 2.5. Use safe manual handling techniques and follow organisational work, health and safety procedures to ensure safety of self and others.
3. Style using visual merchandising aids.	3.1. Access merchandise range to be displayed using visual merchandising aids. 3.2. Style fixtures according to concept and with appropriate colour and merchandise themes. 3.3. Style mannequins with appropriate gesturing, outfitting, layering and accessorising to reflect visual merchandising concept. 3.4. Create focal points to direct customer eye-line to specific elements. 3.5. Observe customers and determine effectiveness of visual merchandising aids and styling. 3.6. Adjust positioning of visual merchandising aids and styling techniques to optimise use of space and enhance merchandise display.
4. Dismantle and store merchandising aids.	4.1. Clean visual merchandising aids and identify required repairs. 4.2. Dismantle visual merchandising aids according to manufacturer's instructions and organisational work, health and safety procedures. 4.3. Store visual merchandising aids for reuse in a manner that prevents damage.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret manufacturer's instructions and visual merchandising- planning documents.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER010 Style using visual merchandising aids

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review a visual merchandising concept to select visual merchandising aids that support the visual merchandising concept

install the following visual merchandising aids:

mannequin

fixtures:

wall

free-standing

props

use at least four different visual merchandise styling techniques to style the above visual merchandising aids

follow organisational and work, health and safety procedures to disassemble and remove one of the above visual merchandising aids.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for accessing, cleaning and storage of merchandising aids

trends in visual merchandising styling and use of visual merchandising aids

key uses, features and benefits of common types of visual merchandising aids:

mannequins

fixtures:

wall

free-standing

props

common constraints impacting the use of visual merchandising aids:

space

scaling

budget

sourcing options and common costs of visual merchandising aids

visual merchandising styling techniques

techniques for styling mannequins:

gesturing

outfitting

layering

safe work practices for handling merchandising aids:

use of equipment

safe manual handling.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational work, health and safety procedures relevant to the use of visual merchandising aids

visual merchandising concept

manufacturer's instructions for the assembly and installation of visual merchandising aids

organisational policies and procedures relating to:

mannequins

safety

storage

visual merchandising aids:

mannequins

fixtures:

wall

free-standing

props

merchandise for use in styling visual merchandising aids

equipment for assembling visual merchandising aids.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER011 Design and install merchandise signage

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to prepare signage for use in the display of merchandise and promotional activity. It requires the ability to determine signage requirements, design suitable signage options and arrange production.

This unit applies to visual merchandisers and stylists working in a diverse range of sectors and business contexts. They operate with independence, under limited supervision of others, and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions within the scope of their job role.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine signage requirements.	1.1. Determine signage purpose and desired messaging and seek any required clarification. 1.2. Identify and confirm signage specifications, budget and constraints. 1.3. Access and review organisational style guidelines and standards to inform signage design.
2. Design signage.	2.1. Access creative sources of information and identify signage trends to draw inspiration to inform design. 2.2. Test and experiment with forms of imagery, typography and language that meet purpose, desired messaging and organisational styling requirements. 2.3. Determine the relevance and use of digital and non-digital signage types. 2.4. Identify resources required to produce signage and confirm feasibility and alignment with budget. 2.5. Determine internal and external resourcing and production requirements. 2.6. Identify opportunities to create cost-efficiencies and maximise use of resources. 2.7. Identify and action measures for achieving resourcing efficiencies in signage production. 2.8. Develop a production brief to provide external parties with clear and detailed signage brief.
3. Produce signage.	3.1. Provide a signage production brief to internal and external signage producers. 3.2. Review signage samples and provide feedback for improvements. 3.3. Produce signage using digital and non-digital signage production techniques. 3.4. Monitor signage production to ensure timelines are met. 3.5. Ensure finalised signage meets signage design.
4. Install signage.	4.1. Install signage and adjust as required to ensure visual appeal is maximised. 4.2. Monitor signage to ensure currency and accuracy of information. 4.3. Dispose of unwanted signage, minimising environmental impacts. 4.4. Correctly store unused signage to prevent damage.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Oral communication skills to:	communicate signage requirements to external personnel and ensure agreed understanding.
Technology skills to:	prepare signage designs and produce signage using digital technologies.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER011 Design and install merchandise signage

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

design three of the following types of signage:

price signage

promotional signage

decal signage

production information signage

directory signage

design the above signage using the following on at least one occasion:

hand drawing

digital design software

prepare a design brief and arrange the external production of one of the above signage types

use digital and non-digital techniques for the production of one of the above signage types

install signage on one occasion.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role of signage in merchandising:

promotional

pricing

information and communication

common signage types and formats of signage, both digital and non-digital:

purpose

benefits

limitations

common signage materials and production methods

key aspects and considerations of signage design and planning:

budget

materials

sizing

time-frame

imagery

quantity

finishing

typography and its role in signage:

digital typography

font styles

font sourcing

use and applicability of various fonts

imagery and its role in signage

digital design and its application in signage production

print production processes as related to the production of signage:

print sizes and formats

techniques to achieve efficiencies

printing methods

print finishes.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational style guidelines and standards

space for signage installation

signage production supplies:

materials

design tools:

digital

non-digital.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER012 Develop retail space and product management plans

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop retail space and product management plans. It requires the ability to review the productivity of space and product performance to define product placement strategies and layouts that achieve commercial business objectives.

This unit applies to visual merchandisers and stylists working in a diverse range of sectors and business contexts. They operate with independence, under limited supervision of others, and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions within the scope of their job role.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify space and product management requirements.	1.1. Consult with relevant personnel to identify organisational space and product management requirements. 1.2. Access and review organisational standards and guidelines for space and product management. 1.3. Research trends in retail space and product management to inform planning. 1.4. Identify and assess factors impacting space and product management planning.
2. Develop space management plan.	2.1. Access and review store design plans and dimensional data to determine store features and constraints. 2.2. Plan optimal store layout and fixture space. 2.3. Identify opportunities to optimise use of space and create efficiencies in customer traffic flow. 2.4. Identify opportunities to enhance customer experience and commercial profitability through space management. 2.5. Identify potential commercial and customer experience challenges and undertake planning to minimise impact. 2.6. Document an accurate, to-scale, space management plan using digital design software. 2.7. Ensure space management plan complies with regulatory and work, health and safety requirements.
3. Develop a store product management plan.	3.1. Confirm product performance targets, inventory levels, customer profiles and marketing strategies to inform product management plan. 3.2. Calculate inventory volumes and capacity of fixtures required to support the display of the merchandise. 3.3. Consider product category adjacencies and grouping according to features, price, size and type. 3.4. Identify constraints and opportunities impacting management planning.
4. Communicate the space and product management plan.	4.1. Develop action plans for the implementation of space and product management plans, including any required dismantling of existing layout. 4.2. Present space and product management plan to relevant personnel and make any required adjustments. 4.3. Gain approval for space and product management plans. 4.4. Communicate implementation plans to relevant personnel and ensure consistent understanding of requirements.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	perform numerical calculations to determine the inventory volume and fixture capacity.
Technology skills to:	access information, document information and communicate with others using digital technologies and systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER012 Develop retail space and product management plans

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop a space and product management plan for one retail space that reflects organisational product and space management requirements and style guidelines

develop a to-scale space plan using digital software, detailing:

floor plan

fixture elevations and product placement as planogram

category layouts and flow between categories

promotional zones

number of product facings

develop an action plan for the implementation of space and product management plans.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role of space and product management planning

key inclusions in space and product management plans

design principles as related to space and product management

types of store layouts and fixture configurations

techniques for:

product performance analysis

space calculations

planogramming

relationship between inventory, customer profiling and space management

provisions relating to the design of store plans and floor layouts

digital design software available for space and product management planning and key features.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

store designs and dimensional data

organisational style guidelines related to space and product management

digital design software.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMER013 Develop visual merchandising guidelines

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop visual merchandising guidelines that reflect organisational standards for the visual presentational of merchandise. It requires the ability to develop guidelines using written and visual representations of standards for distribution and use across multiple locations.

This unit applies to visual merchandisers and stylists working in a diverse range of sectors and business contexts. They operate with independence, under limited supervision of others, and within established organisational policies and procedures. They may have responsibility for making a range of creative and operational decisions within the scope of their job role.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandising

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine visual merchandising guideline requirements.	1.1. Communicate with relevant personnel to identify organisational priorities and standards for visual merchandising. 1.2. Clarify specifications and constraints impacting visual merchandising guideline development with relevant personnel. 1.3. Analyse internal and external operating environment including competitor activity, to identify opportunities and risks to inform visual merchandising guideline development. 1.4. Research local and global visual merchandising trends and draw inspiration to inform visual merchandising guideline development. 1.5. Identify challenges impacting the consistent implementation of visual merchandising standards across multiple locations and develop strategies to overcome challenges. 1.6. Challenge assumptions and traditional ways of thinking to promote innovative thinking and creativity in developing visual merchandising guidelines.
2. Develop visual merchandising guidelines.	2.1. Develop visual merchandising guidelines using digital technologies and tools. 2.2. Develop visual merchandising guidelines to provide clear and accurate detail of visual merchandising standards and expectations. 2.3. Provide visual and written representations of visual merchandising standards to aid understanding. 2.4. Detail the purpose and application of visual merchandising guidelines and how they are to be implemented. 2.5. Consider scaling and resourcing of individual stores and provide required supporting information. 2.6. Ensure visual merchandising guidelines links to organisational strategic objectives and priorities. 2.7. Develop communication tools for the distribution of visual merchandising guidelines. 2.8. Establish evaluation criteria to measure the implementation of visual merchandising standards. 2.9. Seek input of others and test usability of visual merchandising guidelines. 2.10. Finalise visual merchandising guidelines and seek approval.
3. Implement visual merchandising guidelines.	3.1. Communicate visual merchandising guidelines to relevant personnel and ensure understanding of standards and visual merchandising objectives. 3.2. Provide support and coaching to team members throughout the implementation process. 3.3. Monitor the standards of implementation against evaluation criteria and take action as required.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Problem-solving skills to:	overcome challenges associated with the consistent implementation of visual merchandising guidelines.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMER013 Develop visual merchandising guidelines

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

document visual merchandising guidelines for one retail organisation, outlining standards for:

branding

display installation

display maintenance

store and display cleaning

store recovery

lighting maintenance

window implementation and maintenance

store layout

usage of visual merchandising aids

safe storage of visual merchandising aids

merchandise presentation

promotions implementation

inventory management

pricing and signage installation and storage

evaluation criteria

incorporate the use of written and visual aids in the above visual merchandising guidelines

use digital design tools to aid the development of visual merchandising guidelines

monitor implementation of visual merchandising guidelines and take corrective action to respond to implementation issues

review implementation standards against evaluation criteria and make recommendations for future improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role of visual merchandising guidelines

strategies to support the communication and effective implementation of visual merchandising guidelines

techniques for the achievement of consistency across multiple locations

key inclusions of visual merchandising guidelines:

branding

display installation

display maintenance

cleaning

store recovery

lighting maintenance

window implementation and maintenance

store layout

usage of visual merchandising aids

safe storage of visual merchandising aids

merchandise presentation

promotions implementation

inventory management

pricing and signage installation and storage

evaluation criteria

key aspects of internal and external operating environment impacting visual merchandising guideline development

common challenges associated with the implementation of visual merchandising guidelines and techniques to overcome these

logical layout and sequencing of visual merchandising guidelines

presentation formats for visual merchandising guidelines:

digital

non-digital.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

digital design tools

templates and formats for visual merchandising guidelines.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in a job role for at least two years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM001 Plan merchandise buying strategy

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan stock levels and purchase retail merchandise.

This unit applies to senior personnel working in a diverse range of retail sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions and for the buying and planning of retail merchandise.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1.Undertake post trade analysis.	1.1.Complete a post trade analysis to review past performance against planned performance, identifying missed opportunities. 1.2.Analyse customer buying patterns, and predict future trends. 1.3. Review competitor activity within the local and global marketplace. 1.4.Consult relevant stakeholders for input on post trade analysis and future range strategy.
2. Determine strategy.	2.1 Determine range strategy for relevant future trading period based on post trade analysis. 2.2 Determine price strategy, marketing strategy and product mix for the next trading period. 2.3Communicate strategy to relevant personnel and seek input and approval as required.
3.Develop merchandise plan.	3.1.Review marketing calendar and new store openings and closures as required. 3.2.Establish base line sales and gross margin requirements. 3.3.Plan buying margin, markdowns, shrinkage and other reductions. 3.4.Determine open to buy, weeks cover or other stock measures. 3.5.Determine width and depth of range. 3.6.Quantify products to be ordered.
4.Respond to trade.	4.1.Evaluate sales against plans and performance benchmarks and interpret impact to the forward plan. 4.2.Manage merchandise plan in response to sales and account for variances in sales trends. 4.3.Adjust purchases within the merchandise plan, and manage slow moving surplus stock or aged stock to minimise impact on overall margin. 4.4.Consolidate stock as required.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	use mathematical formulas for the planning of merchandise.
Learning skills to:	research the market place.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM001 Plan merchandise buying strategy

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

conduct a post trade analysis for one merchandise range or department

determine and document the following details of the merchandise strategy based on the above post trade analysis, for the next trading period:

price strategy

marketing strategy

product mix

develop a merchandise plan, for a specified trading period, based on the above post trade analysis and strategy that includes the following:

base line sales and gross margin requirements

buying margin, markdowns, shrinkage and other reductions

open to buy, weeks cover or other stock measures

width and depth of range

take the appropriate action to respond to sales across the specified trading period.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational:

post trade results:

sales

Gross Profit

Gross Margin Return on Investment

sell through (or relevant measure)

rate of sale

average sale price

unit sales

purchase margin

markdown percentage

sales plan

previous trading period data

sales and gross margin requirements

marketing calendar

for the particular industry sector:

consumer buying patterns

competitor activity

customer needs

sales trends

trading periods

merchandise strategy:

gross margin

production opportunities:

speed to market

purchase margin

markdown reduction

management of stock in response to sales

forward cover

markdowns

purchases

aged stock.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

past performance data

organisational marketing calendar

store opening and closing information

sales data

stakeholders and suppliers with whom the individual can interact; these can be:

stakeholders and suppliers in an industry workplace, or

people who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM002 Develop a merchandise strategy

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop a merchandise strategy that reflects the strategic objectives of a retail organisation. It requires the ability to research and critically evaluate both internal and external factors impacting merchandise performance, develop a merchandise strategy and evaluate its effectiveness.

This unit applies to individuals working in merchandise management related roles in a diverse range of retail sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions that relate to the management of retail merchandise.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Analyse the operating environment.	1.1. Access and review organisational strategic objectives and determine organisational priorities for merchandise performance in consultation with relevant personnel. 1.2. Access and review existing and previous merchandise strategies and available performance data to inform strategy development. 1.3. Research trends in merchandise management and use findings to inform strategy development. 1.4. Analyse internal and external operating environments to identify opportunities and risks related to merchandise performance.
2. Develop merchandise strategy.	2.1. Identify key priorities and objectives of the merchandising strategy based on analysis of the operating environment. 2.2. Confirm merchandise strategy is consistent with the direction and objectives of the organisation. 2.3. Confirm strategy execution can be supported by organisational structures and resourcing. 2.4. Establish performance criteria to evaluate merchandise strategy performance. 2.5. Ensure strategy can be adapted in response to environmental opportunities and threats. 2.6. Develop a strategy action plan detailing key activities, responsibilities and timeframes. 2.7. Obtain input from relevant personnel and make adjustments to strategy based on feedback received. 2.8. Finalise merchandise strategy and gain required approval. 2.9. Communicate merchandise strategy and action plan to relevant personnel.
3. Review merchandise strategy.	3.1. Obtain feedback from relevant stakeholders regarding merchandise performance. 3.2. Evaluate merchandise strategy against performance criteria. 3.3. Use findings to make informed conclusions about merchandise performance and make recommendations for future improvements.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret complex and varied information from diverse sources related to organisational operating environment.
Planning and organising skills to:	plan for and implement realistic and achievable objectives within strategic plan.
Technology skills to:	use digital technologies and systems to access, document and communicate information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM002 Develop a merchandise strategy

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review the strategic objectives and direction of one retail organisation and develop a merchandise strategy for a six-month trading period by:

analysing the internal and external operating environment

analysing merchandise performance data

documenting a SWOT analysis identifying:

strengths

weaknesses

opportunities

threats

document the above merchandise strategy and detail:

brand strategy

competitor strategy

pricing strategy

product strategy

promotional strategy

supplier strategy

target market strategy

store and multi-channel strategy

develop and document an action plan for the above merchandise strategy that details:

resourcing requirements

key responsibilities

performance indicators

timeframes

evaluate the merchandise strategy against performance indicators and make recommendations for ongoing improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in the elements and performance criteria of this unit:

retail merchandise strategies:

purpose

common objectives and priorities

key stakeholders:

organisational decision-makers

strategy influencers and drivers

influence on merchandise budget and planning

trends

role of critical path in merchandise strategy development and execution

external operating environmental factors and their impact on a merchandise strategy:

competitor

consumer behaviour

economic

environmental:

sustainability

seasonality

ethical

political

social

technological

target markets:

current

potential

trends

internal operating environmental factors and their impact on a merchandise strategy:

organisational:

objectives and direction

resourcing

gross margin

percentage contribution mix

supply arrangements

logistics

current merchandise strategy

stock positions

product and sales trends

space management

store changes:

openings

refurbishments

closures

role and interrelationship of key retail functions in merchandise management:

buyers

logistics

marketing

planners

production

retail operations

senior management

visual merchandisers

key aspects of a merchandise strategy:

brand strategy

competitor strategy

pricing strategy

product strategy:

growing

maintaining

exiting

promotional strategy

supplier strategy

target market strategy

store and multi-channel strategy

key inclusions in an action plan for merchandise strategy execution:

resourcing requirements

key responsibilities

performance indicators:

qualitative

quantitative

timeframes.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

retail organisational strategy and direction

merchandise performance data

sources of information related to the internal and external operating environments of a retail organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM003 Conduct a post-trade analysis

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to review the performance of retail merchandise during a specified trading period. It requires the ability to gather and analyse post-trade information to draw insights and conclusions and use these findings to make recommendations for improved merchandise performance.

This unit applies to individuals working in merchandise management related roles in a diverse range of retail sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions that relate to the management of merchandise.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Access post-trade information.	1.1 Determine objectives of post-trade analysis and product category to be reviewed. 1.2 Source financial and merchandise performance data from specified trading period. 1.3 Source supplier performance data from specified trading period. 1.4 Source customer and store feedback from specified trading period. 1.5 Obtain summaries of promotional activity that occurred during the specified trading period. 1.6 Review and make informed conclusions about competitor performance during the specified trading period. 1.7 Consult with relevant stakeholders to seek input on merchandise performance for the specified trading period.
2. Analyse post-trade information.	2.1 Confirm accuracy and integrity of performance information and data. 2.2 Evaluate financial performance data against performance indicators to determine financial performance of the product category. 2.3 Analyse post-trade information and data to develop evidence-based conclusions about merchandise performance. 2.4 Identify strengths, weaknesses, opportunities and threats based on findings.
3. Report on findings.	3.1. Document post-trade findings according to organisational requirements. 3.2 Use findings to make recommendations for improved merchandise category performance. 3.3 Communicate findings to relevant personnel.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	interpret complex retail financial data to determine financial performance of a product category.
Technology skills to:	access, document and communicate information using digital technologies and systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM003 Conduct a post-trade analysis

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

source and analyse the following post-trade performance information from a six-month trading period, for one product category:

financial performance

product performance

supplier performance

customer feedback

store feedback

competitor activity

promotional performance

use findings from the above analysis to document a post-trade analysis report identifying:

strengths

weaknesses

opportunities:

new

missed

threats

make recommendations for improved merchandise performance.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in the elements and performance criteria of this unit:

post-trade analysis:

purpose

role in informing merchandise strategy

performance indicators and their role in post-trade analysis:

financial:

sales

gross profit margin

Gross Margin Return on Investment

stock to sales

stockturn

sell-through rates

average sale price

unit sales

purchase margin

markdowns

stock availability

best and worst sellers

full-price, markdown and promotional

Stock Keeping Unit performance

product performance

supplier performance

promotional performance

competitor activity

key stakeholders and their role in post-trade analysis:

buyers

planners

production

visual merchandisers

stores

management

marketing

warehousing

customer

techniques used to interpret financial and performance information

types of conclusions that can be drawn from a post-trade analysis

types of recommendations made following a post-trade analysis

formats for post-trade analysis reporting.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

templates for post-trade analysis reporting

financial and performance information for one product category over a six-month trading period:

financial performance

supplier performance

competitor activity

promotional performance

product performance.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM004 Develop a merchandise financial plan

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to undertake merchandise financial planning for a retail organisation. It requires the ability to forecast sales, inventory and profit to create a merchandise financial plan that maximises organisational profitability and performance.

The merchandise financial plan documents a high-level budget for the financial management of merchandise and is used to influence financial planning at a category level.

This unit applies to individuals working in merchandise management-related roles in a diverse range of retail sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions related to the management of merchandise.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Review organisational financial information.	1.1. Access and review merchandise strategy to determine financial and merchandise objectives for a specified trading period. 1.2. Access and review organisational profit and loss statement to determine organisational financial position and objectives as required. 1.3. Review post-trade analysis data to determine past merchandise financial performance. 1.4. Source and analyse relevant internal and external factors impacting merchandise financial planning. 1.5. Identify merchandise financial planning activity that will maximise profitability and organisational financial performance.
2. Develop merchandise financial plan.	2.1. Plan sales value for the specified trading period using organisational systems and processes. 2.2. Determine gross profit margins that meet financial objectives. 2.3. Plan markdown value to account for potential markdowns and shrinkage and to minimise profit loss. 2.4. Plan optimal inventory values against key performance indicators that maximise profitability and minimise loss. 2.5. Review organisational promotional plan to determine impacts of planned promotional activity on sales, inventory and profit planning. 2.6. Establish merchandise performance indicators. 2.7. Document sales, inventory and profit values using established organisational systems and processes. 2.8. Obtain input from relevant personnel and make adjustments to merchandise financial plan based on feedback received. 2.9. Finalise merchandise financial plan and gain approval as required. 2.10. Communicate merchandise financial plan to relevant personnel.
3. Review and re-plan merchandise financial plan.	3.1. Review in-trade financial performance against actual and budgeted sales, profit and inventory values. 3.2. Investigate and account for variances in sales, inventory and profit values. 3.3. Identify available rebates and incorporate into merchandise financial plan as required. 3.4. Re-plan sales, profit and inventory values in response to the actual sales results. 3.5. Re-plan sales, profit and inventory values in response to internal and external influences on performance.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement
SKILLS	DESCRIPTION
Numeracy skills to:	apply financial formulas and perform retail financial calculations to inform the development of a merchandise financial plan.
Technology skills to:	use complex features of merchandise planning systems to create and manipulate a merchandise financial plan.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM004 Develop a merchandise financial plan

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review merchandise and organisational financial data to develop a month-by-month merchandise financial plan for a six-month trading period that includes:

sales

gross margin profit

buying margin

markdown value

inventory values

performance indicators

re-plan sales, profit and inventory values based on actual merchandise performance and in response to:

internal factors impacting merchandise performance

external factors impacting merchandise performance

review merchandise financial plan against performance indicators and make recommendations for future improvement.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

merchandise financial planning:

purpose

impact on organisational profit and loss

role in determining:

open-to-buy

space capacity planning

key financial values:

inventory

sales

profit

role of post-trade analysis data in developing merchandise financial plan

common types and applications of merchandise planning processes:

bottom-up

top-down

key merchandise financial planning strategies to:

maximise profitability

minimise loss

merchandise performance indicators, how they are calculated, and role in merchandise planning:

sales

gross profit margin

Gross Margin Return on Investment

sell-through rate

stock turn

forward cover

purchase margin

markdown percentage

internal and external factors impacting merchandise planning:

percentage increase or decrease on last year

promotional activity

consumer behaviour

competitor activity

store openings

store closures

store refurbishments

online strategy

economic factors

critical path

aged stock and impact on inventory and profitability

merchandise reductions and how they are incorporated into the merchandise plan:

markdowns

inventory shrinkage

rebates and impact on merchandise financial plan

responses to in-trade activity:

re-forecasting

accounting for variances in:

sales

inventory

profit

commonly used merchandise planning methods within the retail industry:

formats and structures

systems.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

merchandise strategy

post-trade analysis data

in-trade performance data

templates and software for merchandise financial planning.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM005 Develop a category financial plan

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to undertake merchandise financial planning at the category and sub-category level for a retail organisation. It requires the ability to review a merchandise financial plan and allocate financial values to individual product categories.

This unit applies to individuals working in merchandise management-related roles in a diverse range of retail sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions related to the management of retail merchandise.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine category planning requirements.	1.1. Access and review organisational merchandise financial plan to determine category financial planning requirements at the category and sub-category level. 1.2. Profile target market and identify relevant trends to optimise sales opportunities within category plan. 1.3. Determine open-to-buy or space capacity for the trading period. 1.4. Determine strategies and pricing structures to achieve gross margin and margin mix.
2. Develop category financial plan.	2.1. Plan and calculate inventory values using open-to-buy or space capacity method for each category. 2.2. Allocate inventory value to core and seasonal lines. 2.3. Assess risk level of inventory within each category and plan markdown value and stock exit strategy to maximise profitability and maintain inventory at budgeted levels. 2.4. Review promotional plan to determine impacts of planned promotional activity on category planning. 2.5. Identify and hold back a percentage of category plan spend for reaction to trade. 2.6. Document category plan using established organisational systems and processes. 2.7. Obtain input from relevant personnel and make adjustments to category financial plan based on feedback received. 2.8. Finalise category financial plan and gain required approval. 2.9. Communicate category financial plan to relevant personnel to inform range planning and merchandise buying.
3. React to trade.	3.1. Evaluate internal and external factors impacting category performance and make any required adjustments. 3.2. Use action levers to react to in-trade performance. 3.3. Re-plan category financial plan based on sales, inventory and profit values during trade. 3.4. Communicate changes to relevant personnel as required.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	apply financial formulas and perform retail financial calculations to inform the development of a category financial plan.
Technology skills to:	use complex features of merchandise planning systems to create and manipulate a category financial plan.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM005 Develop a category financial plan

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review a merchandise financial plan to create a category financial plan for one product category across a six-month trading period, using either:

open-to-buy method

space capacity method

document the above category plan detailing:

core and seasonal line spend

sub-category spend

percentage held back for reaction to trade

trial items

key winners

repeat items

deleted items

promotional items

key delivery dates

use action levers to adjust the above category plan in response to the following in trade activity:

seasonal changes

competitor activity

sales decreases

sales increases

supply challenges.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in the elements and performance criteria of this unit:

role and purpose of category financial planning

methods for creating merchandise category plan:

open-to-buy method:

at retail

at cost

space capacity method

internal and external factors impacting category planning:

merchandise strategy

merchandise financial plan

merchandise category structures:

category

sub-category

planned promotional activity

consumer trends

post-trade analysis

open-to-buy

space capacity in stores

like-for-like sales comparisons

stock-quit cycles

stock availability

full price, markdown and promotional

supplier performance

competitor performance

aged stock

category pricing structures and role in category financial planning:

volume

promotional

high-margin

good, better, best

everyday low pricing

values included within a category plan:

core and seasonal line spend

sub-category spend

trial items

key winners

repeat items

deleted items

promotional items

key delivery dates

role of re-forecasting processes

merchandise performance indicators and role in category plan:

sales

gross profit margin

margin mix

purchase margin

markdown value

levers to react to trade:

markdowns

promotions

repeats

re-pricing

competitor review

holding stock

new product trial

stock returns

impacts of, and strategies for, reacting to:

seasonal changes

competitor activity

sales decreases

sales increases

supply challenges

commonly-used merchandise category planning methods within the retail industry.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

merchandise financial plan

in-trade performance data

templates for merchandise category planning

software for merchandise category planning.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM006 Plan a merchandise product range

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop a commercially viable range of retail merchandise that reflects an established merchandise category financial plan and merchandise strategy.

This unit applies to individuals working in merchandise management related roles in a diverse range of retail sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions that relate to the management of retail merchandise.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine merchandise-range requirements.	1.1. Access and review category financial plan to determine range requirements. 1.2. Profile target market and identify relevant trends to inform range planning. 1.3. Source input from relevant stakeholders and use feedback to inform range planning. 1.4. Review product performance information and use findings to plan range optimisation and exit strategies.
2. Generate options for merchandise range.	2.1. Generate range options that respond to target market and trend information. 2.2. Confirm commercial viability of range options to maximise profitability and minimise risk. 2.3. Determine assortment planning including core and seasonal, and width, depth and breadth, of the range. 2.4. Identify aged and carry-over stock and action strategy for clearance. 2.5. Determine range option planning for Stock Keeping Unit (SKU) requirements. 2.6. Accurately quantify product units to be ordered based on open-to-buy or space capacity method. 2.7. Review merchandise promotional plan and ensure range aligns with planned activity. 2.8. Refine range options through consultation with cross-functional teams and gain approval as required. 2.9. Document finalised range identifying key features, costs and benefits.
3. Plan merchandise range sourcing.	3.1. Determine critical path for range sourcing and distribution. 3.2. Review supplier strategy and determine range sourcing. 3.3. Brief product development teams on new range. 3.4. Identify product branding needs and develop branding strategy accordingly.
4. Purchase merchandise.	4.1. Place merchandise order with supplier and confirm delivery schedules as per agreed supplier arrangements. 4.2. Document and exchange order and invoice information according to organisational procedures. 4.3. Implement and adjust orders as required.
5. Plan range distribution.	5.1. Communicate relevant merchandise information to stores. 5.2. Determine strategy for stock allocation, replenishment and distribution based on individual store requirements. 5.3. Communicate planned merchandise ranges to relevant personnel.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	interpret key retail financial metrics contained within merchandise category plans.
Technology skills to:	access, document and communicate information using digital technologies and systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM006 Plan a merchandise product range

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review a merchandise category financial plan to develop a merchandise range plan that includes:

assortment planning

width, depth and breadth of range

core and seasonal items

option planning

Stock Keeping Unit (SKU)

exit strategy

the above product range must contain a minimum of 20 items

document the above range plan to ensure it details:

features

costs

benefits

profitability

quantification

critical path

branding

document a plan for range sourcing and distribution:

external supply arrangements

allocation to stores

prepare documentation for the purchase of merchandise.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in the elements and performance criteria of this unit:

role and purpose of merchandise range planning

strategies for:

maximising profitability of a product range

determining viability of product range

key aspects of merchandise product range planning:

assortment planning

width, depth and breadth of range

core and seasonal items

option planning

Stock Keeping Unit (SKU)

exit strategies

internal and external factors impacting product range planning:

feedback from stores

merchandise category buying plan

product performance information

promotional plan

target market profile information and how it is used in constructing the product range

trends in industry, and global and local trends impacting on merchandise product range

critical path

common product exit strategies

exit strategies applied to:

poorly performing products

event and promotional products

short-life-cycle products

factors influencing range allocation:

store grading

climate

target market demographic

competitors

replenishment of core lines

stock turns

supply considerations in the purchasing of merchandise

commonly-used merchandise range planning methods and structures within the retail industry.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational documentation:

category financial plan

product range performance information

templates for merchandise range planning

software for merchandise range planning.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM007 Negotiate and establish supply arrangements

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to negotiate and formalise agreements with suppliers for the supply of merchandise. It requires the ability to evaluate suppliers, both new and existing, to determine their suitability and establish agreed terms of supply.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Evaluate suppliers.	1.1. Access and review relevant merchandise planning documents to determine supply needs and seek any required clarification. 1.2. Develop supplier selection criteria based on organisational supply needs and expectations. 1.3. Access and review supplier evaluation data to assess existing suppliers and determine ability to meet ongoing supply needs. 1.4. Identify and assess potential new suppliers against supplier selection criteria and determine ability to meet supply needs. 1.5. Assess ethical and sustainability performance of suppliers. 1.6. Shortlist preferred suppliers that meet supplier selection criteria and supply needs.
2. Conduct supplier negotiations.	2.1. Prepare for supplier negotiations and determine negotiables, non-negotiables and desired outcomes. 2.2. Communicate purchase and supply specifications to suppliers and ensure mutual understanding. 2.3. Negotiate supplier pricing, trading terms and delivery with preferred suppliers and select suppliers based on supply requirements. 2.4. Negotiate and agree on promotional activity with supplier. 2.5. Develop supplier performance indicators and evaluation criteria and gain supplier agreement. 2.6. Ensure consistent and agreed understanding of negotiation outcomes. 2.7. Ensure negotiations are conducted in a professional manner in the relevant cultural context.
3. Formalise supplier agreements.	3.1. Draft supplier contracts in line with organisational policies and procedures and legal requirements. 3.2. Seek advice from relevant personnel to confirm the legality and validity of draft contracts. 3.3. Finalise supplier contracts and obtain approval as required. 3.4. Distribute contracts to suppliers and resolve discrepancies or disagreements to ensure satisfaction of all parties. 3.5. Obtain signed copies of supplier contracts and store according to organisational policies and procedures.
4. Monitor supplier performance.	4.1. Review supplier performance against performance indicators and confirm contractual obligations are being met. 4.2. Take prompt corrective action in consultation with supplier where potential or actual problems occur. 4.3. Make any required amendments to contracts. 4.4. Evaluate supplier performance against performance indicators and document in supplier performance report. 4.5. Continuously review alternative options for supply to enhance product supply and improve ethics and sustainability in supply chain.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret supplier agreements, conditions and contracts.
Problem-solving skills to:	anticipate and respond to challenges in the negotiation process.
Technology skills to:	document and communicate information using digital technologies and systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implemenation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM007 Negotiate and establish supply arrangements

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop supplier selection criteria for the supply of merchandise and use these criteria to document an evaluation of three different suppliers

conduct negotiations with one supplier to agree on supply arrangements:

supply specifications

cost

logistics

performance indicators

document the above agreements in a supplier contract and ensure:

compliance with legal and trading requirements

alignment with organisational policies and procedures related to supplier engagement

evaluate the performance of one supplier against performance indicators and prepare a supplier performance report.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in the elements and performance criteria of this unit:

key aspects of supplier evaluation criteria

key aspects of legal and ethical compliance requirements as related to the supply of merchandise:

Trade Practices Act

ethical sourcing

environmental sustainability

contract law:

terms and obligations of contract

methods of contractual agreement

exclusion clauses

dispute resolution

termination of contracts

other legal requirements that impact negotiations and agreements in the relevant industry sector including consumer protection

supply chain and logistic considerations as related to supply arrangements:

customers

duties

taxes

freight

third-party arrangements

processes

factory locations and access

critical path and its role in supply arrangements:

launch and promotional dates

sample due dates

supplier holidays

freight timing

order due date

strategies and techniques for use in supplier negotiations

key aspects of supplier negotiations:

supply specifications

cost

logistics

performance indicators

supplier contract formats and inclusions

promotional-based supply arrangements in the retail industry

performance indicators for supplier evaluation:

level of service and responsiveness

reputation

financials

product quality

speed

delivery in-full and on-time

accuracy

ethical practices

techniques for measuring supplier performance against performance indicators.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures related to supplier engagement

sources of supplier information

supplier contract templates

suppliers with whom the individual can interact. These can be:

suppliers in an industry workplace, or

suppliers who participate in role plays or simulated activities set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implemenation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM008 Develop a merchandise promotional plan

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop a merchandise promotional plan that supports merchandise performance. It requires the ability to plan and schedule promotional activities that align to a merchandise strategy and review their impact.

This unit applies to senior personnel working in a diverse range of retail sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions that relate to retail merchandise management.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine merchandise promotional requirements.	1.1. Access and review organisational marketing strategy to determine marketing direction and objectives of the organisation. 1.2. Access and review previous promotional activity and identify opportunities for improved merchandise promotional performance. 1.3. Review and make informed conclusions about competitor promotional activity and identify promotional threats and opportunities. 1.4. Consult with relevant personnel to seek input on merchandise promotional activity and opportunities.
2. Develop promotional plan.	2.1. Develop merchandise promotional objectives in line with marketing strategy. 2.2. Identify and source promotional tools required to achieve merchandise promotional objectives. 2.3. Document a merchandise promotional action plan that details key activities, resources and timeframes. 2.4. Establish performance indicators for measuring impact of merchandise promotional activity. 2.5. Integrate legal and ethical requirements and considerations into promotional planning. 2.6. Ensure merchandise promotional plan aligns with organisational objectives, current marketing strategy and budget. 2.7. Seek any required approval for merchandise promotional plan.
3. Monitor merchandise promotional activity.	3.1. Communicate merchandise promotional plan and action plan to relevant personnel. 3.2. Oversee merchandise promotional activity and respond to issues as they arise. 3.3. Produce promotional activity reports according to organisational procedures.
4. Review promotional plan.	4.1. Evaluate promotional activity against performance indicators to determine effectiveness. 4.2. Make recommendations for improvements in merchandise promotion based on review.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM008 Develop a merchandise promotional plan

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

determine organisational merchandise promotional requirements and develop a merchandise promotional plan for execution over a three-month period that includes:

promotional calendar

profiled target audiences

key activities

resource requirements

performance indicators

promotional tools

monitor the performance of a promotional plan, review against performance indicators, and make recommendations for future improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key aspects of legal and ethical requirements as related to merchandise promotional planning and activity:

Australian Consumer Law

Trade Practices Act

privacy

appropriate use of images and text

codes of practice

types of promotional tools:

benefits

limitations

trends in promotional activity and their use for customer engagement and retail promotion

supplier negotiations required to participate in co-operative funding of promotional activities:

rebates

charges

discounts

logistics

markdowns

staff training

in-store support

merchandise returns

comparative promotional options relevant to promotional strategies:

benchmarking

best practice information

competitor information

promotional performance indicators:

exposure achieved

sales achieved

penetration of target market

cost-effectiveness

sustainability considerations, opportunities for and constraints on promotion in the relevant context, and those related to:

economic sustainability of promotional initiatives

resource conservation and waste minimisation

performance indicators for measuring impact of promotional activities

recommendations for strategic responses based on promotional evaluation.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational marketing strategy and performance information

promotional performance information.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM009 Plan merchandise buying trips

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan buying trips for the purpose of sourcing new products, materials or suppliers. It requires the ability to develop a buying trip itinerary, plan key activities and identify new product and supply opportunities that meet organisational and consumer needs.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Plan buying trip.	1.1. Access and review a merchandise strategy to determine buying trip objectives. 1.2. Obtain buying trip briefs and budgets. 1.3. Consult with cross-functional teams and seek the input of relevant personnel into buying trip planning. 1.4. Undertake pre-trip research to identify key buying trip activities and destinations that reflect buying trip objectives. 1.5. Research local culture, customs and market related to merchandise purchasing and supply, as required. 1.6. Determine supplier and product information and samples to be sourced during the buying trip. 1.7. Develop a buying trip itinerary and schedule, and seek required approval. 1.8. Make required bookings and arrange buying trip resources.
2. Undertake buying trip.	2.1. Assess products and suppliers that reflect merchandise strategy and buying trip objectives. 2.2. Determine feasibility and suitability of products and suppliers based on merchandise strategy and budgets. 2.3. Identify opportunities for new products and suppliers that meet organisational objectives and customer demands. 2.4. Obtain product and supplier information and acquire any required samples.
3. Report on buying trip.	3.1. Document outcomes of the buying trip according to organisational requirements. 3.2. Share trip insights and samples with relevant personnel and gain their feedback. 3.3. Make recommendations and determine actions to be taken following the buying trip. 3.4. Evaluate financial and productivity effectiveness of the buying trip.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	perform simple calculations to determine the estimated profitability of products.
Initiative and enterprise skills to:	identify opportunities during a buying trip that enhance merchandise performance.
Technology skills to:	access information relevant to the planning of buying trips using digital technologies and systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM009 Plan merchandise buying trips

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review a merchandise strategy to identify merchandise needs and document one buying trip plan detailing:

buying trip objectives

key activities and destinations

buying trip budget

buying trip itinerary and schedule

key trip resources and booking requirements

undertake buying trip activities and prepare a buying trip report that details:

product and supplier insights

product and supplier feasibility

product alignment to organisational and customer needs

recommendations for merchandise buying

reflection on cost-effectiveness and productivity of trip.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in the elements and performance criteria of this unit:

common objectives of merchandise buying trips:

find new suppliers

diversify range

find new products

gain trend insights

sample collection

analyse competitors

place orders

negotiate pricing

evaluate supplier performance

considerations to be made when planning and undertaking buying trips:

transportation and accommodation

local customs and holidays

language and communication

trip budgets

product budgets

travel bookings

appointment scheduling

logistics to transport goods

exchange rates

time efficiencies

critical path

legal and compliance requirements

common buying trip destinations:

supplier factory visits

trade fairs

retail destinations

techniques to determine suitability and feasibility of products and suppliers

formats for preparing buying trip reports.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational merchandising strategy

buying trip budgets

sources of information relevant to the planning of buying trips.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM010 Plan product development

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan the development of new retail products. It requires the ability to generate product ideas suitable for a defined marketplace and prepare a design brief for production.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Research product development opportunities.	1.1. Access and review organisational merchandise objectives and direction. 1.2. Research and analyse the current marketplace and market trends to generate ideas for product development that align with organisational merchandise objectives and direction. 1.3. Review competitor product offerings to identify opportunities and risks in relation to product development. 1.4. Seek input from internal and external stakeholders to identify opportunities for product development and inform product concept. 1.5. Review opportunities for product development and identify product development options.
2. Develop product concept.	2.1. Complete product development costings to determine commercial viability of product development options. 2.2. Consider supply and sourcing arrangements to determine feasibility of product development. 2.3. Undertake conceptual testing to determine market responsiveness. 2.4. Document product concept and present to relevant stakeholders and make any required adjustments. 2.5. Seek approval for final product concept.
3. Plan product development.	3.1. Determine product range options, quantity and grading. 3.2. Identify critical path and required resourcing for product development. 3.3. Identify internal and external compliance requirements and undertake product development planning to ensure adherence. 3.4. Identify potential product development and supply issues and plan contingency strategies. 3.5. Plan product packaging and labelling needs and ensure compliance with packaging and labelling requirements. 3.6. Document a detailed product design brief for supplier tendering purposes. 3.7. Source supplier samples and provide feedback. 3.8. Determine suitable supply arrangements that meet product design brief and compliance requirements. 3.9. Ensure ethical and environmental sustainability of supply arrangements. 3.10. Finalise product development brief and communicate to relevant personnel.
4. Review product performance.	4.1. Review product sales performance and market receptiveness to determine product performance. 4.2. Review product development costings against performance to determine commercial viability of product. 4.3. Make recommendations for the continuation, alteration or deletion of product.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	calculate complex costing of product development, material and supplier sourcing.
Technology skills to:	access, document and communicate information using digital technologies and systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM010 Plan product development

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review the merchandise objectives and direction of one organisation and conduct target market research to identify product development opportunities. Use findings to create a product development concept for one product, that details:

risks

opportunities

benefits

commercial viability

supply arrangements

for the above product develop a product development design brief that details:

range size and options

grading

product costing

product and technical specifications

quantity

quality requirements

bill of materials

compliance requirements:

internal

external

resources

critical path and timeframes

supply arrangements

packaging and labelling

storage requirements

review product performance data to determine viability of product and make recommendations for future improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in the elements and performance criteria of this unit:

key legal and ethical compliance requirements and considerations as related to product development:

certification

packaging and labelling

safety

Australian standards

sustainability

ethical sourcing and supply

key stages of product development:

concept development

screening

planning

testing

producing

reviewing

key considerations in product development:

range size and options

critical path

current marketplace and market trends

target market

competitor activity

internal sources of feedback

external sources of feedback

product feasibility

waste minimisation

quality requirements

supply arrangements

freight and logistics

product and technical specifications

bill of materials

minimum order quantity

costings:

cost of materials

yield

production efficiencies

through-puts

packaging and labelling

storage requirements

technology

techniques for:

determining market receptiveness

determining product commercial viability

determining supply feasibility

determining product performance

common issues faced in product development and contingency strategies

role of, and sources of internal and external feedback in product design and development.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational direction and objectives

customer and market information on which product development can be based

current sources of information detailing legal and ethical compliance requirements as related to product development

templates for product development brief.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRMRM011 Manage merchandise quality and compliance

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to manage merchandise quality and compliance. It requires the ability to review quality and compliance standards, ensure products meet requirements and take action to address quality and compliance issues.

This unit applies to individuals working in merchandise management related roles in a diverse range of retail sectors and business contexts. They operate with independence and are responsible for making a range of operational business decisions that relate to retail merchandise management.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Merchandise Management

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Establish organisational merchandise quality and compliance standards.	1.1. Identify merchandise quality requirements based on organisational strategy and objectives. 1.2. Identify internal and external merchandise compliance requirements. 1.3. Document product quality and compliance standards, including tolerances. 1.4. Develop control systems and procedures that support the achievement of quality and compliance requirements. 1.5. Communicate systems and procedures to relevant internal and external stakeholders.
2. Assess merchandise quality and compliance.	2.1. Monitor adherence to quality and compliance standards during product production and trade. 2.2. Arrange routine product testing against quality and compliance standards as required. 2.3. Seek input from customers and stores regarding product quality and compliance. 2.4. Investigate causes of product faults and implement corrective action. 2.5. Communicate with relevant stakeholders as product issues and faults occur to minimise impact.
3. Evaluate merchandise quality and compliance.	3.1. Source product performance information as related to quality and compliance, including customer feedback. 3.2. Maintain records of product quality and compliance and quality issues according to organisational requirements. 3.3. Record action taken to prevent further compliance and quality issues. 3.4. Document quality and compliance reports and make recommendations for future improvements.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret complex information relating to specifications, compliance, quality requirements and organisational procedures.
Technology skills to:	access, document and communicate information using digital technologies and systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRMRM011 Manage merchandise quality and compliance

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop quality and compliance standards for one product range that details:

quality requirements

compliance requirements:

internal

external

tolerances

develop control procedures for the above product range that details:

product monitoring and testing

corrective and preventative action

reporting

evaluate performance of one product range against quality and compliance standards and make recommendations for future improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in the elements and performance criteria of this unit:

key aspects of legal and ethical requirements and considerations as they relate to product quality and compliance:

certification

packaging and labelling

Australian standards

safety

environmental

impact of product quality both positive and negative:

health and safety

brand reputation

customer loyalty

commercial

key aspects of quality and compliance standards:

product specifications

tolerances

sustainability requirements

compliance requirements

quality and compliance control procedures:

product monitoring:

audits

inspection

product testing:

functionality testing

quality testing

safety testing

benchmark testing

corrective action:

product recalls

product isolation

preventative action

reporting of variances

audits of compliance with quality control guidelines

techniques to manage the impact of quality and compliance issues

cost of non-compliance:

penalties

brand damage

role of internal and external stakeholders in product quality control and compliance

role of feedback in identifying quality and compliance issues:

returns

complaints

formats for quality and compliance reporting.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

current documentation outlining aspects of legal and ethical issues that relate to product compliance and quality

templates for quality and compliance reporting.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors, and:

have worked in the retail industry for at least three years where they have applied the skills and knowledge within this unit of competency.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRRTF001 Balance and secure point-of-sale terminal

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to balance and reconcile a register or terminal in a retail environment, clear registers, count money, calculate non cash transactions, and reconcile and record takings.

It applies to individuals working in frontline operational roles in a diverse range retail industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Retail Financials

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Balance and secure takings.	1.1.Perform register or terminal balance at designated times. 1.2.Separate cash float from takings prior to balancing and secure takings. 1.3.Supply change to register or terminal and accurately record. 1.4.Obtain and interpret register or terminal reading or print-out. 1.5.Secure cash and non cash documents according to organisational procedures.
2. Reconcile takings.	2.1.Count cash accurately. 2.2.Calculate non cash documents accurately. 2.3.Determine balance between register or terminal reading and sum of cash and non cash transactions. 2.4.Investigate or report discrepancies between register or terminal reading and sum of cash and non cash transactions to relevant personnel. 2.5.Record takings and file records according to organisational procedures.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRRTF001 Balance and secure point-of-sale terminal

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

consistently apply organisational policies and procedures to:

balance a register or terminal on three occasions with complete accuracy

reconcile three different sets of takings comprising both cash and non-cash with complete accuracy

identify and resolve three different types of balancing discrepancies

process three different types of takings according to organisational policies and procedures.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role and importance of the balancing process

techniques for identifying and resolving discrepancies

functions and procedures for operating point-of-sale equipment:

opening and closing

balancing

clearance of terminal and transference of tender

recording takings

consumables required by system

security

cash handling procedures:

counting cash

handling cash floats

change required, denominations of change and tendering change

security

organisational policies and procedures for non-cash transactions:

credit cards

EFTPOS

vouchers

organisational policies and procedures for:

exchanges

refunds

lay-by

cash handling

cash float

operation of point-of-sale equipment

register or terminal balance

security of cash and non cash transactions.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures related to point-of-sale

point-of-sale equipment and consumables

financial transaction documentation for non-cash sales

cash

assessment activities that allow the individual to work with commercial speed, timing and productivity.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRRTF002 Monitor retail store financials

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to manage retail store financials by controlling costs, managing rosters and stock levels, and reviewing financial performance.

It applies to individuals working in frontline management roles in a diverse range of retail industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Retail Financials

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Control cost of labour.	1.1.Develop rosters according to relevant industrial agreements and wage budgets and organisational policies and procedures. 1.2.Maximise operational and customer service efficiency while minimising wage costs. 1.3.Combine duties where appropriate to ensure effective use of team members. 1.4.Roster teams with most effective skills mix to meet operational requirements. 1.5.Use roster systems and equipment to administer rosters to team members. 1.6.Amend rosters and labour spend as required.
2. Control stock levels.	2.1.Manage stock levels to meet customer demand, maximise sales and minimise shrinkage. 2.2.Identify shrinkage costs and trends and take preventative action to minimise future shrinkage.
3. Review and address financial performance.	3.1.Analyse and report on budget and sales revenue and expenditure figures according to budget targets. 3.2.Interpret financial data to identify variations from budget, and take appropriate corrective action where deviations from budget occur. 3.3.Take action to minimise budget overspend and control costs. 3.4.Communicate to the team cost control measures within their area of responsibility.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	complete roster planning activities involving dates, times and staff ratios.
Problem-solving skills to:	adjust rosters to account for changes to staffing requirements.
Technology skills to:	use organisational software and equipment to monitor and plan retail financials.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRRTF002 Monitor retail store financials

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

implement and monitor a store budget over a store budgeting period by:

preparing and monitoring a staff roster

controlling stock levels

interpreting financial information and reporting on store performance

responding to three of the following situations:

significant deviations from budget occurs

scheduled labour is too high due to sales achievement below forecast

scheduled labour is too low due to sales achievement above forecast

shrinkage is high due to theft of goods

cost of goods is high due to markdowns

cost of goods is high due to damaged stock

sales targets consistently not achieved.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

relevant aspects of employment-related laws, as relevant to job role, covering rights and responsibilities of employees and employers:

Fair Work Act 2009: minimum workplace entitlements provided by the National Employment Standards (NES)

anti-discrimination and equal employment opportunity (EEO) law

organisational policies and procedures for:

rosters

labour spend allowance

schedule amendment procedures

shrinkage concerns

human resource policies and procedures relevant to staff work hours and leave entitlements

operational requirements of the business activity, department or event subject to rosters

wage budget for the business activity, department or event subject to rosters

principles and techniques in:

interpreting store budgets

monitoring store budgets

controlling store costs

minimising shrinkage

commercial impact of retail financials, both favourable and unfavourable:

customer service levels

stock levels to meet customer demand

shrinkage

labour spend to sales ratio

markdowns

theft

sources of information on award and other industrial provisions

key elements of applicable awards:

leave provisions

mandated breaks between shifts

maximum allowed shift hours

standard, overtime and penalty pay rates

for the specific industry sector:

role of rosters in controlling labour costs

system capabilities and functions of roster software

formats for and inclusions of staff rosters

methods used to communicate rosters.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

store budgets

store financial reports

template store financial reporting documents

template store roster documents

current plain English guidelines issued by regulatory bodies covering:

minimum workplace entitlements provided by the National Employment Standards (NES)

industrial awards for retail employees

organisational policies and procedures for:

rosters

labour spend allowance

schedule amendment procedures

shrinkage concerns

human resource policies and procedures relevant to staff work hours and leave entitlements

operational requirements of the business activity, department or event subject to rosters

wage budget for the business activity, department or event subject to rosters.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRRTF003 Drive retail profitability

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to interpret financial information for a retail business, and to identify, promote and implement strategies to positively impact the business financials.

This unit applies to senior personnel working in a diverse range of retail industry sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions and financial planning and monitoring.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Retail Financials

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Evaluate and plan retail financials.	1.1.Access and accurately interpret budgetary and financial plans of the business. 1.2.Measure financial results, identifying patterns and trends, including variances from budget and financial plans. 1.3.Identify factors that could improve financial performance and limit variances from budget and financial plan. 1.4.Identify contingency actions to be adopted if financial circumstances change. 1.5.Clarify and negotiate, with relevant personnel, changes required to the budget and financial plans.
2. Monitor and control financials.	2.1.Monitor financials regularly to accurately identify actual results against budget and financial plans. 2.2.Identify trends and patterns including variances from budget and financial plans, and take prompt corrective action within work role where significant deviations occur. 2.3.Review variable and semi-variable costs to highlight opportunities. 2.4.Complete workplace documentation and other records of budget performance and expenditure, and report to relevant personnel. 2.5.Recommend, and implement within work role, activities that improve business financial performance and limit variances from budget and financial plan.
3. Positively impact the financials.	3.1.Consult relevant internal personnel, including work team, on ways to increase productivity and reduce labour spend. 3.2.Identify and document strategies to increase productivity and reduce labour spend. 3.3.Promote the strategies adopted to improve productivity and financial profitability, including advising the work team on their roles in improving business financials. 3.4.Monitor implementation of strategies, and support team to improve sales results. 3.5.Identify changes to strategies to improve uptake and outcomes. 3.6.Delegate responsibilities and accountabilities relevant to budget and financial achievement in accordance with organisational policies.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	interpret numerical information and perform financial calculations relevant to store budgets and financial plans.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRRTF003 Drive retail profitability

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

evaluate financial performance of a retail business over a specific organisational financial period

develop and document a financial plan for the same retail business detailing:

strategies to drive sales

strategies to reduce labour spend

strategies to reduce cost of goods

contingency planning

implement the above financial plan demonstrating the following financial monitoring and control activities:

communicating and delegating responsibilities:

team or individual sales targets

roster to labour spend

shrinkage targets

measuring financial results to identify trends

reviewing variable and semi variable costs

consulting the team on financial management and performance.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

retail financial planning and reporting

for the specific industry sector:

external factors impacting on financial results

competitor activity

market performance

for the particular retail organisation:

budgets and financial plans

internal factors impacting on results

individual store circumstances impacting on financials

process to amend stock allocation

promotional calendar

recruitment process

shrinkage targets

financial results including:

sales

variable costs

semi variable costs

financial contingencies and contingency planning:

amending stock allocation

sales promotions

recruitment strategies

strategies to monitor retail financials:

measuring results to identify trends:

team or individual performance

trading days or times with peak or low performance

external market factors

reviewing variable and semi variable costs:

labour

utilities

consumables

financial management strategies:

management of variances

driving sales by:

increasing average spend

increasing customer loyalty

increasing traffic

reducing labour spend:

increasing productivity

reducing non-contact hours

reducing overtime if applicable

reducing cost of goods:

reducing aged stock and markdowns

reducing internal theft and fraud

reducing external theft

managing administrative errors.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational budgets and financial plans

organisational financial results including:

sales

variable costs

semi variable costs

stakeholders and team members with whom the individual can interact; these can be:

relevant personnel and team members in a retail workplace, or

people who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRSTR001 Undertake strategic planning in retail

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to analyse the operating environment and use results to develop, implement and review a retail strategy.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions and strategic planning.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Strategy

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Analyse the operating environment.	1.1.Review organisational vision, mission, values and current strategy as available. 1.2.Consult with key stakeholders on current and future direction of the organisation. 1.3.Research and identify trends in consumer behaviour to inform strategy development. 1.4.Conduct competitor analysis to inform strategy development. 1.5.Conduct environmental analysis of the retail market place. 1.6.Use information gained to determine strengths, weaknesses, opportunities and threats of the organisation.
2. Develop the strategic plan.	2.1.Establish objectives that meet the desired future strategic position of the organisation. 2.2.Develop action plans outlining steps required to achieve strategic objectives. 2.3.Develop quantitative and qualitative evaluation criteria to be used in reviewing the strategic plan. 2.4.Ensure strategic plan aligns with organisational vision, mission, and values. 2.5.Circulate strategic plan to relevant stakeholders for comment, support and endorsement.
3. Implement, monitor and evaluate the strategic plan.	3.1.Communicate strategic plan to all relevant stakeholders. 3.2.Implement plan, ensuring shared understanding of and commitment to strategic objectives addressing any barriers as they arise. 3.3.Monitor and refine the strategic plan as required. 3.4.Evaluate and review performance against strategic objectives and evaluation criteria.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Oral communications skills to:	influence and gain the support of others in implementing the strategic plan.
Planning and organising skills to:	plan for and implement realistic and achievable timeframes and milestones within the strategic plan.
Technology skills to:	conduct research on the internal and external operating environment to inform strategy development.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRSTR001 Undertake strategic planning in retail

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop, implement and monitor a strategic plan aligned to organisational vision, mission and values, addressing one of the following strategy directions:

market development

profitability

customer engagement

diversification

document the above strategic plan including the following details:

review of internal and external operating environments

SWOT analysis

objectives

deliverables, scheduling and milestones

allocation of roles and responsibilities

liaise with and seek input from a wide range of stakeholders while developing the strategic plan.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

SWOT analysis and its use in strategic planning

strategic planning:

key components of a strategic plan:

objectives

deliverables, scheduling and milestones

allocation of roles and responsibilities

strategies for communicating strategic plan and gaining stakeholder support

documentation

role of technology

monitoring and control systems

evaluation criteria, both quantitative and qualitative

methods for measuring the success of project objectives

for the particular industry sector and organisation:

role of various stakeholders in the strategic planning process

ethical principles

environmental challenges:

economy

social

technological

competition.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational mission, vision and values statement

sources of information on internal and external operating environments

stakeholders with whom the individual can interact; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRRSTY001 Style the customer

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to style a customer in trends and product ranges by making product recommendations suited to the customer and their needs.

This unit applies to fashion retailers, from small independents and boutiques to larger department stores. This includes apparel, jewellery and footwear retailers. It applies to frontline personnel who have some autonomy coupled with close supervision and guidance from others. This includes front line sales assistants, retail stylists and customer service representatives. However; in smaller retail businesses, senior personnel also undertake this function.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Styling

Unit Sector

Retail

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop product knowledge.	1.1.Develop and maintain current product knowledge by accessing relevant sources of information. 1.2.Conduct research to develop and maintain knowledge of current industry trends.
2. Select style options.	2.1.Determine and clarify customer preferences, needs and expectations and make product recommendations accordingly. 2.2.Make recommendations suited to the customer’s physical features as required. 2.3.Promote the features and benefits of products. 2.4.Promote complementary products that will enhance the overall style and lead to increased sales.
3. Style the customer.	3.1.Collaborate with the customer to determine product option best suited to their needs, and provide alternative options as required. 3.2.Advise customers of sizing and fit product as required. 3.3.Provide expertise and feedback regarding product style and fit. 3.4.Provide additional information to answer customer questions as required. 3.5.Check customer satisfaction and take action to improve satisfaction levels as required.
4. Advise on after sales services.	4.1.Communicate product care requirements to customers. 4.2.Advise on and arrange after sales service as required.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret in-house and supplier product information documents.
Oral communications skills to:	ask open and closed questions and actively listen to determine and meet customer preferences.
Technology skills to:	use the internet to research current trends and competitor product offerings.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRRSTY001 Style the customer

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

use product knowledge and current industry trends to provide personalised styling advice for four different customers with various styling requirements

for the above styling sessions:

determine customer needs and preferences

make product recommendations and style the customer according to their needs and physical features

provide customer with product information and care requirements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures relating to the sale of products and services

current industry styling trends

detailed product knowledge:

product range and range options

product sizing

product care

product materials and characteristics

complementary products

supplier information

techniques for:

customer styling

product fitting

maximising sales when styling a customer

customer service when styling a customer

physical characteristics of customers and their relationship to styling

relationships between visual balance, colour and fashion

Australian standard sizes and their international equivalents.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

sources of product information:

organisational product information and price lists

supplier brochures, information sheets and price lists

range of merchandise including a complementary product range

organisational policies and procedures relating to the sale of products and services.

customers with varying styling requirements; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRWFIN001 Complete debtor processes

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to use business technology, systems and reporting mechanisms to confirm customer trading information, complete debt processing, and implement debt recovery processes.

It applies to individuals involved in routine financial administration in wholesale businesses. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Finance

Unit Sector

Wholesale

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Confirm trading terms and process payments.	1.1.Source and confirm trading terms for purchasers of products or services based on organisational or other records. 1.2.Review trading history of purchaser of products or services. 1.3.Process routine direct purchases payments according to organisational procedures. 1.4.Inform customers of payment requirements using clear and direct communication and verify authority to purchase.
2. Establish customer debt and credit levels.	2.1.Determine individual and business customer credit levels, or refer to relevant personnel. 2.2.Identify individual and business customer bad debts using business technology or records. 2.3.Confirm credit level of customers purchasing specific products or services. 2.4.Maintain updated credit status of account customers in organisational database. 2.5.Determine acceptable debt levels for individual and business customers and report variances to relevant personnel.
3. Implement debt recovery processes.	3.1.Confirm debt payment terms for businesses purchasing products or services. 3.2.Confirm payment terms for individual debtors. 3.3.Confirm debt repayments procedures. 3.4.Process debtors, including debt recovery processes, within set timeframes.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed her, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	read and understand routine financial information.
Technology skills to:	use business technology to access, process and enter information into organisational systems.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRWFIN001 Complete debtor processes

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

use business technology and systems to:

check and confirm current credit level and trading terms and complete routine debt recovery processing for four different customers

process customer payments in three different forms

follow correct procedure for reporting breaches of customer credit limits and trading terms for three different situations

provide clear and accurate payment information to four different customers.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

debtor processes:

use and storage of customer account information

establishing customer needs and trading terms

identifying credit levels, trading terms and payment status

checking debit history for a customer

administering and processing debtor accounts

different forms of payment

processing and debt recovery

identifying bad debts

confirming debt payment terms and procedures

debt recovery and financial governance

use of technology:

privacy, confidentiality and security provisions affecting data storage, communication of information and access to technology

internal communication:

management structure and communication relationships

approval processes

referring enquiries to more senior colleagues

external communication:

standards for customer interaction

key aspects of legislation that impact routine debt collection tasks, including:

application of Goods and Services Tax (GST)

Australian Competition and Consumer Commission (ACCC) provisions

Australian Consumer Law

privacy legislation

interpersonal communication techniques:

active listening and questioning

communication methods which convey information clearly and concisely.

Assessment Conditions

Skills must be demonstrated in a wholesale environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

a computerised business financial system, associated documentation and customer records

organisational policies and procedures for financial administration

customers these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRWSLS001 Process product and service data

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to use business technology to maintain and process business to business sales, customer service and related product data.

This unit applies to sales and administrative staff who work under supervision and within established administration policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Sales

Unit Sector

Wholesale

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Follow data processing procedures.	1.1.Source and report product and service data using features of business technology and systems. 1.2.Store, retrieve and relay data according to business technology and information management systems. 1.3.Process product and service data according to organisational policies and procedures for confidentiality, security and systems access.
2. Monitor customer sales.	2.1.Monitor product mix for each customer and identify potential add-on sales. 2.2.Access and interpret customer sales figures and identify success of current sales and supply targets. 2.3.Obtain and enter information affecting future forecasts into database in an accurate and timely manner. 2.4.Use organisational technologies to gather data from the field to expedite sales and provide real time feedback to customers.
3. Maintain product database.	3.1.Maintain accurate and current details of products and services in product database. 3.2.Collect and correctly process latest data. 3.3.Follow security procedures for access to database. 3.4.Build and maintain data records. 3.5.Identify and resolve data discrepancies and refer complex issues to relevant personnel. 3.6.Collect product or service information for reporting purposes, using appropriate technology. 3.7.Generate accurate and complete reports in line with business requirements.
4. Determine customer needs from data.	4.1.Establish volume of products purchased by individual customers and use data to anticipate future requirements and preferences. 4.2.Provide timely and accurate reports to customers that can enhance decision-making on provision of products and services.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRWSLS001 Process product and service data

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

use business technology and systems according to organisational policies and procedures to:

establish and report on the sales activity and potential future needs of three different business customers

accurately update three different types of information in the business system or product database

generate three different types of reports from the business system.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

data processing – input and retrieval

data security, storage and privacy

databased maintenance

sales monitoring

system reporting

evaluation of product and service performance

reporting mechanisms

supply and distribution of products or services

use and maintenance of customer and sales data

work health and safety (WHS) requirements for use of office equipment

different types of product and service data

different types of customers, and product and services offered

factors determining customer preferences

purpose, range and use of sales system reports.

Assessment Conditions

Skills must be demonstrated in a wholesale environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

a computerised business sales system and associated documentation, product information and customer records

organisational policies and procedures for sales system administration.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRWSLS002 Analyse and achieve sales targets

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to set, analyse and achieve personal sales targets to guide performance and monitor the progress of sales against business objectives.

It applies to frontline sales personnel who are responsible for identifying factors affecting sales performance; reviewing and analysing personal sales outcomes against agreed sales targets; and implementing strategies to attain sales targets.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Sales

Unit Sector

Wholesale

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Analyse sales targets.	1.1.Confirm team sales targets with relevant personnel. 1.2.Analyse personal sales targets in relation to agreed parameters. 1.3.Regularly monitor progress towards sales targets. 1.4.Analyse customers and performance and determine common factors supporting or deterring sales.
2. Determine factors affecting attainment of sales targets.	2.1.Evaluate factors affecting sales performance against the agreed sales targets. 2.2.Identify and anticipate changing business circumstances and other factors that may influence capacity to meet or exceed sales targets and determine a course of action to address the challenge. 2.3.Amend or create new sales targets based on evaluation according to agreed organisational processes.
3. Attain sales targets.	3.1.Plan and initiate actions to address sales under-performance with specific customers, and report progress to relevant personnel. 3.2.Identify customers with strong sales performance and initiate actions to extend sales opportunities and sustain customer loyalty. 3.3.Report sales progress to relevant personnel.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	read and understand numerical sales data.
Technology skills to:	use business technology to obtain sales data.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRWSLS002 Analyse and achieve sales targets

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

analyse at least one set of organisational and personal sales targets

monitor and review sales targets over specified workplace sales period

develop strategies to address under performance with two different customers or two different products

complete one sales report according to organisational requirements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

sales planning and evaluation

approval processes

internal and external communication

sales processes

aspects of legislation that impact sales work:

Australian Consumer Law

commercial law

work health and safety (WHS)

business plans and targets that affect personal sales targets

types of parameters for personal sales targets

sales territory characteristics and features

different types of business customers and their needs

internal and external factors affecting attainment of business and personal sales targets

strategies to address sales under-performance

features of products and services being sold.

Assessment Conditions

Skills must be demonstrated in a wholesale environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures for sales activities

a business sales system

organisational business plans and objectives.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRWSLS003 Build sales of branded products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan, implement and report on sales and promotional activities in a territory.

It applies to individuals working in sales roles who take responsibility for building sales in a territory within established organisation policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Sales

Unit Sector

Wholesale

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop plan to maximise sales.	1.1.Determine characteristics and market position of product or service sales in a territory. 1.2.Report major competitor activity in a sales territory, product or service area to relevant personnel. 1.3.Develop sales objectives and plan for a specific territory based on information gathered and business targets. 1.4.Identify and include opportunities to value add to existing businesses. 1.5.Identify, integrate and report special events or opportunities for one-off sales and promotional programs. 1.6.Seek approval for plan from relevant personnel.
2. Implement sales plan.	2.1.Confirm availability of products or services to support activities. 2.2.Organise and conduct activities according to agreed plan. 2.3.Use strategies to optimise activities. 2.4.Work cooperatively with business customers to maximise product or service sales according to business agreements.
3. Report on product sales within a territory.	3.1.Complete timely and accurate sales reports. 3.2.Report key activities by product, brand or service type for specific customers or other variables according to organisational procedures. 3.3.Identify success of specific sales strategies. 3.4.Submit recommendations for improving sales to relevant personnel.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	source and interpret market information.
Technology skills to:	use business technology to prepare sales reports.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRWSLS003 Build sales of branded products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop, implement and report on at least one plan to build product sales in a geographic territory or for a specific group of business customers

engage in each of the following:

cooperative activities with other businesses

‘one off’ promotional activities.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for sales planning, implementation and approval

key aspects of legislation that impact sales work:

Australian Consumer Law

commercial law

Work Health and Safety (WHS)

characteristics, features and benefits of products being sold

key components of sales planning cycles and inclusions for sales plans

methods for collection and analysis of:

current market position

success of sales strategies

positioning of major competitors

anticipated customer demands

progress towards sales targets

customer/territory demographics, features and services characteristics

factors that may affect sales activities

types of promotional activities and how they may be used:

advertising

events

promotional materials

sales discounts

seasonal campaigns

merchandising and display

strategies that foster cooperative planning

types of cooperative activities:

co-branding

collaborative planning

improved trading terms

joint promotions

pricing

special events support.

Assessment Conditions

Skills must be demonstrated in a wholesale environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures for sales activities

a business sales system

organisational business plans and objectives

sources of market information relevant to the product and customers.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRWSLS004 Optimise customer and territory coverage

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to efficiently plan for and service business customers within a defined territory, and seek opportunities to improve territory coverage and service efficiency.

It applies to individuals working in frontline sales roles who work according to defined sales and service standards and objectives.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Sales

Unit Sector

Wholesale

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Establish coverage plan.	1.1.Identify and source information required for development of coverage plan 1.2.Create and document coverage plan that meets business performance objectives and service standards. 1.3.Integrate strategies that ensure individual customer coverage in a timely and effective manner. 1.4.Implement procedures for field team to collect and report customer information and feedback.
2. Report on customer interactions.	2.1.Organise and make customer contact according to territory coverage plan. 2.2.Analyse and action customer feedback from a territory, or provide to relevant personnel for action. 2.3.Prepare required documentation following each customer interaction. 2.4.Collate documentation from interactions and store in a secure location. 2.5.Prepare and submit documentation according to agreed timeframe, format and level of detail.
3. Improve coverage.	3.1.Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact. 3.2.Assess current satisfaction levels with service and product. 3.3.Initiate actions to improve business customer satisfaction levels. 3.4.Identify and take opportunities to optimise coverage and promotional activity based on information gathered.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRWSLS004 Optimise customer and territory coverage

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop, implement and monitor one coverage plan

conduct six different customer interactions according to the plan and document outcomes

develop and report on strategies to improve coverage and outcomes for the nominated territory

communicate effectively with business customers to capture accurate and relevant feedback for an assigned territory

arrange one joint promotional activity to enhance business customer and end consumer satisfaction levels and attain sales targets.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for servicing customers and reporting requirements

business performance objectives and how these relate to own sales role

types of information for inclusion in a coverage plan

factors for consideration in developing a coverage plan, including:

competitor activity

types of customers and their varying needs

customer demographics

sales strategies within territory

range of products and services for each customer within a territory

size and features of territory

geography

account customers

types of customer feedback and how feedback can be used to improve performance.

Assessment Conditions

Skills must be demonstrated in a wholesale environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures for sales activities

a business sale system

organisational business plans and objectives

customers with different requirements.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCEG001 Engage the customer

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to interact and communicate with a diverse range of customers to assist with basic enquiries and contribute to a service culture.

It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Customer Engagement

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Engage customers.	1.1.Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties. 1.2.Clearly communicate with customers using appropriate verbal and non-verbal communication. 1.3.Adapt communication style to appropriately communicate with customers from diverse backgrounds.
2. Assist customers.	2.1.Identify and act on opportunities to assist customers and be available to assist customers when needed. 2.2.Question and actively listen to customers to determine their needs. 2.3.Resolve routine customer problems according to individual responsibility level and organisational policies and procedures. 2.4.Address general customer enquiries and provide accurate information in a clear and courteous manner.
3. Contribute to a service culture.	3.1.Act in line with organisational service standards to ensure quality customer service. 3.2.Show interest in customer's needs and maintain a welcoming customer environment free of complacency. 3.3.Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility. 3.4.Identify and take opportunities to improve customer service standards. 3.5.Refer customer service issues and feedback to relevant personnel for action.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCEG001 Engage the customer

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

contribute to a customer service culture by providing customer service, in line with organisational service standards, across four different customer interactions

for the above four customer interactions, individually or cumulatively involve:

customers from diverse backgrounds

resolution of two routine customer problems

provision of accurate information to address two general customer enquiries

referral of unresolved customer enquiry

use of effective communication techniques and positive body language.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational service standards and procedures for:

designated customer service response times

interacting with customers

solving routine customer problems

providing information to customers

basic principles for achieving positive customer service

verbal and non-verbal communication

techniques for effective communication:

open and closed questioning

paraphrasing

effective listening

voice tonality and volume

body language and its role in customer service

effective communication strategies for interacting with customers of diverse backgrounds

commercial impact of:

positive customer service

poor customer service

organisational information and sources of information to assist customer with customer enquiries.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational service standards and procedures for:

designated customer service response times

interacting with customers

solving routine customer problems

providing information to customers

customers from a diverse range of backgrounds; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCEG002 Assist with customer difficulties

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to solve customer problems and use techniques to deal with customer difficulties.

It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Customer Engagement

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Deal with customer complaints.	1.1.Recognise customer dissatisfaction and take action to avoid escalation. 1.2.Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer. 1.3.Refer complex and escalated customer complaints to relevant personnel. 1.4.Maintain a positive and cooperative manner during all customer interactions. 1.5.Report on customer complaints following organisational procedures.
2. Process refunds and exchanges.	2.1.Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities. 2.2.Process refunds and exchanges and record details according to organisational policies and procedures.
3. Deal with difficult customers.	3.1.Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem. 3.2.Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance.
4. Provide feedback on customer service.	4.1.Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction. 4.2.Offer suggestions and solutions to relevant personnel for improved customer experiences.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Oral communication skills to:	ask open and closed questions and actively listen to determine and meet customer preferences.
Self-management skills to:	manage personal emotions in difficult situations.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCEG002 Assist with customer difficulties

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational policies and procedures to appropriately respond to four customer difficulties that individually or cumulatively involve:

customer complaint

dissatisfied customer

product or service issue

product or service refunds

demonstrate the appropriate steps for responding to two of the following difficult customers:

customers that are unable to be pacified

customer displaying verbal aggression

customer displaying threatening behaviour

drug or alcohol affected customer.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

processing refunds and exchanges

resolving customer complaints

recording customer complaints

dealing with difficult customers:

customers that are unable to be pacified

customer displaying verbal aggression

customer displaying threatening behaviour

drug or alcohol affected customer

escalated customer complaints

techniques for:

identifying customer dissatisfaction

preventing escalation of customer complaints

resolving complaints to maintain brand integrity

communicating with dissatisfied customers

commercial impacts of:

cost of refunds and exchanges

loss to business resulting from customer dissatisfaction

negative word of mouth

value and role of customer feedback in improving service delivery

key aspects of consumer protection laws relevant to the selling of products and services:

organisational responsibilities and rights

customer rights

refunds and exchanges

common causes of customer difficulties.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for:

processing refunds and exchanges

resolving customer complaints

recording customer complaints

dealing with difficult customers:

customers that are unable to be pacified

customer displaying verbal aggression

customer displaying threatening behaviour

drug or alcohol affected customer

escalated customer complaints

current plain English regulatory documents distributed by government regulators outlining key aspects of consumer protection laws

customers with whom the individual can interact; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment

assessment activities that allow the individual to work with commercial speed, timing and productivity.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCEG003 Build customer relationships and loyalty

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to build customer relationships and foster customer loyalty.

It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Customer Engagement

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop relationships with customers.	1.1.Provide personalised service to customers in a professional manner that promotes repeat business. 1.2.Identify repeat business and acknowledge customer return. 1.3.Provide tailored recommendations for products and services based on known individual customer needs.
2. Generate customer loyalty.	2.1.Convert customers to brand advocates through exemplary customer service. 2.2.Inform customers of benefits associated with promotions and loyalty programs as required. 2.3.Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability.
3. Deal with escalated customer complaints.	3.1.Clarify information regarding escalated customer complaints referred from team members. 3.2.Take action to pacify customer maintaining a calm and professional manner. 3.3.Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer. 3.4.Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret plain English documents that outline organisational policies and procedures relevant to customer service.
Initiative and enterprise skills to:	identify and act on opportunities to enhance a customer’s experience.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCEG003 Build customer relationships and loyalty

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide current, accurate and relevant information and assistance to four different customers regarding the following to build customer brand loyalty:

promotional activities

products and services

brand or business customer benefits

identify trends in customer purchasing patterns and make recommendations that enhance customer service and loyalty

take appropriate action to resolve two escalated customer complaints.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

techniques for:

providing personalised extemporary customer service

anticipating customer preferences, needs and expectations throughout the service experience

building customer loyalty

resolving escalated customer complaints

pacifying dissatisfied customers

commercial benefits of building customer relationships and loyalty

industry and organisational:

professional service standards

attitudes and attributes expected when engaging with customers

different customer service needs and expectations

types of customer benefits

essential features and use of customer databases

key aspects of Australian consumer and privacy law as relevant to customer interactions.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

industry and organisational:

professional service standards

attitudes and attributes expected when engaging with customers

different customer service needs and expectations

types of customer benefits

current plain English regulatory documents distributed by government regulators for:

Australian Consumer Law

privacy law

customers; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCEG004 Create a customer-centric culture

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to manage and ensure the delivery of customer service standards and work with team members to improve customer experiences.

It applies to individuals working in customer service management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Customer Engagement

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Promote a customer focused culture.	1.1.Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience. 1.2.Promote customer service standards within the team and encourage ownership over delivery of service standards. 1.3.Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.
2. Foster the customer culture.	2.1.Ensure adequate team resourcing to ensure delivery on customer service standards. 2.2.Monitor customer service and take action when standards are not met. 2.3.Provide feedback to team on their ability to meet customer service standards. 2.4.Provide coaching to team members to enhance customer service delivery.
3. Monitor and adjust customer service.	3.1.Seek feedback from team and customers on customer service standards. 3.2.Review customer trends and demands and seek opportunities to enhance customer experience based on findings. 3.3.Develop and document customer service improvement plans in consultation with the team.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCEG004 Create a customer-centric culture

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

monitor and review customer service standards, on three different occasions, and document a plan to improve customer service standards based on observations

demonstrate the following approaches to promoting a customer-centric culture:

role-modelling customer service standards

observing standard of customer service delivery

coaching team members towards improvement

identifying and rectifying customer service delivery issues.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service:

customer expectations

enhancing customer experience

techniques for:

coaching others

providing performance feedback

seeking feedback

monitoring and reviewing customer services standards

improving customer service standards

organisational customer services standards:

professional service standards

designated response times

customer service procedures

resources required to deliver on customer service standards

commercial impact of:

quality customer service

poor customer service

positive and negative customer reviews

value and role of customer feedback in improving service delivery.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational customer service standards:

professional service standards

designated response times

customer service procedures

resources required to deliver on customer service standards

team members and customers; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCEG005 Maintain business to business relationships

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop and maintain relationships with business customers by identifying customer needs and improving outcomes.

It applies to individuals working in customer service roles in a diverse range of wholesale businesses. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Customer Engagement

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Maintain contact with business customers.	1.1.Confirm relevant contact personnel for each business or account customer. 1.2.Document and maintain currency of contact details. 1.3.Participate in, and contribute to, team activities to provide services to business customers. 1.4.Identify and build external relationships to improve supply chain efficiency. 1.5.Maintain business customer contact according to organisational policies and procedures.
2. Identify business customer needs.	2.1.Confirm the mechanisms to identify business customer needs. 2.2.Consult relevant customer contacts to review their business needs. 2.3.Review current business and promotional activities, and determine future needs for individual customers. 2.4.Outline and confirm trading terms for specific business customers. 2.5.Confirm and apply organisational pricing policies and procedures. 2.6.Process information about business using the latest forecasts of current and future trends.
3. Improve business customer outcomes and business relationships.	3.1.Report, promote and advocate for the needs of business customers and end consumers within the organisation. 3.2.Identify and use quality assurance and compliance procedures to qualify and quantify business customer needs. 3.3.Identify and discuss ideas about improving sales service and performance with colleagues and customers 3.4.Ensure the standards of quality required to meet business customer service needs and expectations are met. 3.5.Recognise deficiencies in service provided to business customers and rectify to customer satisfaction in line with own level of responsibility. 3.6.Anticipate future needs of business customers and plan and document activities accordingly. 3.7.Provide regular, effective and targeted feedback to business customers regarding services and the value that is provided.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Technology skills to:	source information about current and future trends.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCEG005 Maintain business to business relationships

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

build sustainable relationships with two business customers, and for each customer:

identify specific needs

determine options to meet needs

select and use communication strategies suited to the customer

confirm trading terms according to organisational policies and procedures.

develop and document activities for improved customer outcomes and relationship.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

building relationships with business customers

pricing

factors that impact business to business relationships

interpersonal communication techniques that facilitate:

building sustainable relationships with business customers

consultation on needs

negotiation

presentation

sources of information on:

product and supply arrangements for customers

current and future trends

different types of promotional activities and their features in a business to business context

factors that impact trading terms:

continuous improvement

due diligence requirements

infrastructure and capital outlay requirements

intellectual property and technology rights

market position

organisational systems integration and compatibility

planning cycles and timing

risk sharing

supply chain management

agreed terms and conditions

key aspects of legislation that impact sales work in a business-to-business context including Australian Consumer Law.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

sources of product information

organisational policies and procedures for:

building relationships with business customers

pricing

forecasts for current and future market trends

business customers with different requirements; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCEG006 Provide online customer service

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to interact with customers using online communication tools. It requires the ability to provide information to customers, handle customer difficulties, and provide customer service and support in an online environment.

It applies to individuals who interact with customers online in a diverse range of businesses with an online presence. They operate with some independence, under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Customer Engagement

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Communicate with customers online.	1.1. Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures. 1.2. Communicate with customers online using appropriate communication styles and within designated response times. 1.3. Use correct spelling and grammar when communicating with customers in written form. 1.4. Identify and take opportunities to improve customer experience within scope of own responsibility. 1.5. Promote customer loyalty and repeat business when communicating with customers online. 1.6. Request referrals, ratings and user-generated content from customers. 1.7. Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met. 1.8. Record customer interactions and feedback according to organisational policies and procedures. 1.9. Make suggestions for improved customer service standards and procedures to relevant personnel.
2. Respond to customer difficulties online.	2.1. Identify customer difficulties and provide required support. 2.2. Identify customer dissatisfaction and take action to avoid escalation. 2.3. Follow organisational online customer service standards and procedures to respond to customer complaints. 2.4. Refer complex customer complaints to relevant personnel for action. 2.5. Maintain a professional manner during online customer interactions. 2.6. Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.
3. Process online refunds and exchanges.	3.1. Identify reasons for refunds and exchanges, and offer a replacement or alternative product or solution to maximise sales opportunities. 3.2. Process online refunds and exchanges according to organisational policies and procedures.

Foundation Skills

FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Self-management skills to:	maintain professionalism in difficult situations related to customer complaints.
Technology skills to:	use online technology and tools to communicate with customers.

Unit Mapping Information

No equivalent unit

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCEG006 Provide online customer service

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

identify customer requirements and provide online customer service to address requirements, across four different online customer interactions

provide service to the above customers following organisational online customer service standards and procedures

follow organisational customer service standards and procedures to:

resolve a customer complaint

resolve a customer difficulty

process an online refund

process an online exchange

make suggestions for improved online customer service standards and procedures.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical considerations as related to online customer service provision:

Australian Consumer Law

privacy

organisational policies and procedures:

processing refunds and exchanges online

recording customer information

organisational online customer service standards:

response times

communication styles

handling customer complaints

reporting customer services issues

key aspects of online communication:

written communication techniques

appropriate communication styles

role and use of tone in written communication

maintaining brand integrity

common causes of customer complaints and difficulties in an online environment

online customer service provision and techniques for:

identifying customer dissatisfaction

handling customer complaints

handling customer difficulties

generating customer loyalty

building rapport with customers

seeking referrals and user generated content

role and impact of customer feedback in an online environment:

positive feedback

negative feedback

commercial impact of:

unresolved customer complaints

customer dissatisfaction

refunds and exchanges.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures:

processing refunds and exchanges online

recording customer information

organisational online customer service standards:

response times

communication styles

handling customer complaints

reporting customer service issues

information technology hardware and software

online communication tools

online information systems

online customers with whom the individual can interact. These can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCEG007 Develop online customer service standards

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop, implement and review online customer service standards and activity.

This unit applies to individuals working in a diverse range of sectors and business contexts that have an online presence. They operate independently, under limited supervision from others, and are responsible for making a range of operational decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Customer Engagement

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop online customer service standards.	1.1. Access and review information on online customer service needs and expectations. 1.2. Research industry best practice and use findings to benchmark the development of online customer service standards. 1.3. Seek input from others to inform the development of online customer service standards. 1.4. Develop online customer service standards that align with existing organisational policies, procedures and brand values. 1.5. Determine online customer service touchpoints and identify required communication technologies. 1.6. Determine performance metrics to evaluate customer service standards. 1.7. Incorporate legal and ethical requirements into the development of online customer service standards 1.8. Ensure consistency between online and offline customer service standards, as required.
2. Implement and monitor online customer service standards.	2.1. Communicate online customer service standards and expectations to relevant personnel. 2.2. Ensure availability of resourcing required to maintain online customer service standards. 2.3. Monitor customer service levels to ensure standards are met and take corrective action when standards are not met. 2.4. Provide feedback and support to team members to enhance online customer service standards. 2.5. Take responsibility for resolution of complex and difficult customer interactions.
3. Review online customer service standards.	3.1. Review customer feedback, reviews and complaints to assess online customer service provision. 3.2. Use performance metrics to evaluate customer service standards. 3.3. Communicate customer feedback to the team and discuss opportunities for improved customer service provision. 3.4. Identify and address technological and resourcing issues impacting effective customer service provision. 3.5. Adjust customer service standards based on feedback received.

Foundation Skills

FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Technology skills to:	use digital technologies and systems to access, document and communicate information.

Unit Mapping Information

No equivalent unit

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCEG007 Develop online customer service standards

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research industry best practice for online customer service standards and use findings to develop online customer service standards for one organisation, detailing:

online customer service procedures

complaints resolution procedures

customer service touch-points

performance metrics

review online customer service standards across a three-month period, evaluate performance, and adjust customer service standards based on findings.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical considerations as related to customer service standards:

Australian Consumer Law

copyright

privacy

codes of practice

security

principles of customer service and their application in an online environment

industry standards for best practice online customer service standards

current technologies and touch-points used for the provision of online customer service

key inclusions of online customer service standards:

online customer service procedures

complaints resolution procedures

customer service touch-points

performance metrics

performance metrics available to measure customer service standards

commercial impact of customer service provision, both positive and negative.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

online customer service feedback and data

information technology hardware and software

online information systems.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCHA001 Facilitate the change process

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to follow a change plan to implement a change and ensure the change is successfully accepted and embedded within the work environment.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Change Management

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare for change.	1.1.Access and interpret change plans and organisational policies and procedures related to change. 1.2.Involve team members in planning for change and integrate their perspectives. 1.3.Identify potential barriers to change and determine strategies to limit impacts.
2. Implement change.	2.1.Communicate change purpose, benefits and impacts to team members. 2.2.Address team member’s questions and objections to gain their support. 2.3.Implement the change plan and use resources effectively to meet change requirements. 2.4.Act as a positive role model during the change process to maintain positive team morale and acceptance. 2.5.Manage barriers to change to meet change implementation plan deliverables. 2.6.Monitor change implementation and adjust operations as required to ensure change plan is met.
3. Embed change.	3.1.Obtain feedback on change process from team members impacted by the change process. 3.2.Recognise and reward appropriate change behaviours. 3.3.Consult with stakeholders on modifications required to enhance the change. 3.4.Ensure ongoing incorporation of change into daily operations.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret complex documentation relevant to organisational change requirements.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCHA001 Facilitate the change process

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational policies and procedures to implement and monitor a change plan for the duration of the change plan by:

engaging team members in change

managing change resourcing

managing resistance and barriers to change

implementing strategies to embed change in the workplace.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures relevant to change

change management principles and strategies for:

successful implementation

communicating change

engaging team members in change

removing barriers to change

managing resistance to change

creating short term wins

embedding change

key features of change plans and their implementation

for the particular industry:

role of various stakeholders in the change process

impacts of change on operations.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures relevant to change

team members with whom the individual can interact; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCHA002 Lead the change process

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to identify, plan for and evaluate organisational change.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions and leading change processes.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Change Management

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Plan for change.	1.1.Identify need for, or likelihood of change by reviewing internal and external drivers of change. 1.2.Assess options to drive change in line with delegated authority and organisational policies and procedures. 1.3.Identify and analyse potential risks and barriers to change. 1.4.Consult with relevant stakeholders and review feedback on change requirements. 1.5.Develop a change plan that outlines key metrics for evaluation and ensures risks are mitigated and processes and timelines are achievable.
2. Implement and embed the change.	2.1.Communicate purpose and benefits of change to relevant team members and prepare them for change. 2.2.Communicate roles, responsibilities and requirements to team members and stakeholders to facilitate implementation. 2.3.Provide and promote opportunities for team member and stakeholder input and seek feedback to refine processes. 2.4.Support team members as required to ensure successful implementation of change. 2.5.Monitor and maintain adequate resources required for change implementation. 2.6.Monitor the change to ensure new practices are adopted on a consistent basis.
3. Evaluate outcomes of change.	3.1.Evaluate outcomes of the change against key metrics. 3.2.Critically evaluate management of change process identifying areas for future improvements. 3.3.Seek input from stakeholders and team members on the management of the change process. 3.4.Document outcomes of change and lessons learnt.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret information from a variety of texts relevant to successful management of change.
Planning and organising skills to:	manage interrelated aspects of change implementation and use of resources.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCHA002 Lead the change process

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

analyse an organisational operating environment to identify a change that impacts one of the following areas:

customer service

financials

operational process

people

develop and document a change plan for the above identified change that details:

internal and external change drivers

key metrics

action plan

resource allocation

timeframes

roles and responsibilities

barriers and risk to change

risk and barrier management

stakeholder communication

strategies to embed the change

monitor the implementation of the above plan demonstrating evidence of:

communication and consultation with stakeholders throughout the change process

evaluation of change against key metrics.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

concepts and models of:

change and change management

change leadership and management

organisational culture and change

change management process and principles:

stakeholder communication during change

characteristics of change plans:

key metrics

action plans

resource allocation

barriers and risks associated with change

management of barriers and risks in chance

monitoring and evaluating change metrics

strategies for successful implementation

internal and external change drivers:

organisational operations

organisational objectives

organisational procedures

trends in the external environment

trends in consumer behaviour

political, economic, social, technological, environmental and legal factors.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures relevant to change management

internal and external data on change drivers

stakeholders with whom the individual can interact; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCOM001 Communicate in the workplace to support team and customer outcomes

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to use effective communication techniques with colleagues and customers from diverse backgrounds, and to complete work as part of a team.

It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts. They operate under the supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Communication and Teamwork

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Use effective communication techniques.	1.1.Greet others in a polite and friendly manner. 1.2.Use questioning and active listening to determine the other person’s needs. 1.3.Use tact and discretion when interacting with others. 1.4.Provide clear and concise information according to the person’s needs and take follow up action as required. 1.5.Use features of communications technology according to organisational procedures.
2. Respond to diversity in communication.	2.1.Treat people from diverse backgrounds equally and with respect and sensitivity. 2.2.Consider cultural differences in verbal and non-verbal communication. 2.3.Use gestures or simple words to communicate where language barriers exist. 2.4.Obtain assistance from colleagues or supervisors when required to facilitate communication.
3. Confirm and respond to workplace requirements.	3.1.Identify lines of workplace communication and seek information about work requirements. 3.2.Listen to, clarify and agree nature of work instructions and timelines. 3.3.Seek assistance from others to complete work as required. 3.4.Identify signs of potential workplace conflict and take appropriate action to resolve the situation using open and respectful communication. 3.5.Encourage, acknowledge and act upon constructive feedback provided by other team members.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCOM001 Communicate in the workplace to support team and customer outcomes

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

engage in four different interactions that individually or cumulatively involve communication with people who are:

customers

peer team members

supervisors

from diverse backgrounds

communicate with others:

face-to-face

by telephone

communicate with others to confirm the requirements of three different work tasks.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

allocated duties and responsibilities

internal and external customer and colleague interactions

use of communication media

communication techniques:

active listening

open and closed questioning

use of verbal and non-verbal cues

communication methods which convey information clearly and concisely

basic communication expectations in relation to:

tact

sensitivity

discretion

nature of diversity and the impact of diversity on communication.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

organisational policies and procedures for:

allocated duties and responsibilities

internal and external customer and colleague interactions

use of communication media.

a telephone

a range of people with different requirements; this can be:

customers or team members in a retail industry workplace with whom the individual works during the assessment process

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCOM002 Work effectively in a team

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to communicate and work cooperatively with both peer and senior team members to contribute to the achievement of team goals.

It applies to individuals working in frontline operational roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Communication and Teamwork

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Communicate with team members.	1.1.Communicate effectively with team members giving consideration to cultural and other differences. 1.2.Check understanding of work requirements and seek clarification to prevent misunderstandings as required. 1.3.Display respect to team members and adherence to workplace expectations when interacting with others. 1.4.Maintain open communication with team members to ensure transfer of information. 1.5.Share information and ideas with team members to enhance work outcomes.
2. Actively participate in retail teams.	2.1.Identify individual tasks for completion and responsibilities for contributing to the achievement of team goals. 2.2.Carry out tasks and responsibilities to achieve workplace goals and organisational expectations. 2.3.Work cooperatively with team members to maximise efficiency and quality of daily work outcomes. 2.4.Seek, acknowledge and act upon constructive feedback from others. 2.5.Participate in team problem-solving to improve team outcomes. 2.6.Interact with team members to foster a positive team and work environment reflective of the organisational culture.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Oral communication skills to:	use open questions and paraphrasing to confirm correct understanding of work requirements use gestures or simple words to communicate where language or communication barriers exist.
Self-management skills to:	recognise when assistance is required of self or others and engage the appropriate support.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCOM002 Work effectively in a team

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

actively participate in three different workplace activities individually or cumulatively demonstrating:

effective communication with team members

consultation with others to determine team goals and individual responsibilities

contribution to achievement of team outcomes

following direction from others

working with others to resolve one basic team problems.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

conventions and use of a range of communication methods:

verbal communication

non-verbal communication

communication techniques and use in a team context:

open and closed questioning

paraphrasing

effective listening

voice tonality and volume

effective communication techniques with team members of diverse backgrounds:

cultural diversity

special needs

teamwork principles and the role of teamwork in the achievement of workplace goals

role of feedback in the achievement of team goals

problem-solving strategies for use in the achievement of team goals

techniques for supporting team members in the achievement of workplace outcomes

organisational policies and procedures for:

team interactions

industry standards and expectations relevant to:

teamwork attitudes

teamwork ethics.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures for team interactions

workplace tasks for completion

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment

assessment activities that allow the individual to work with commercial speed, timing and productivity.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXCOM003 Promote team cohesion

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to create a team and workplace culture that supports the achievement of organisational goals and objectives.

It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Communication and Teamwork

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Plan goal attainment.	1.1.Identify and communicate relevant workplace goals and responsibilities to team members. 1.2.Plan goal attainment in consultation with team members. 1.3.Identify potential barriers to goal attainment and plan required action to reduce impacts.
2. Facilitate teamwork and goal attainment.	2.1.Provide workplace support and direction to team members to ensure achievement of individual and team goals. 2.2.Ensure adequate resourcing for achievement of individual and team goals. 2.3.Identify and minimise factors preventing or limiting individual and team goal attainment. 2.4.Follow up with team members to check goals are met and provide constructive feedback.
3. Demonstrate responsibility for achievement of team goals.	3.1.Role model high standards of personal performance and commitment to the achievement of team goals. 3.2.Role model efficiency and effectiveness when completing workplace tasks. 3.3.Demonstrate commitment to organisational vision and values.
4. Report on goal attainment.	4.1.Report on goal attainment to relevant personnel. 4.2.Communicate concerns related to team and general operations to relevant personnel and seek advice to minimise impacts on goal attainment.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXCOM003 Promote team cohesion

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop and document a goal attainment plan that details:

team goals and responsibilities

barriers to goal attainment

strategies for goal attainment and reduction of barriers

promote a team culture within one work team by:

communicating individual and team goals and responsibilities

monitoring team performance against goals

providing constructive feedback to team members

acting as a role model

review and report on a team’s performance against team goals.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic strategies for achieving efficiencies in completing workplace tasks

internal and external barriers to workplace goal attainment and appropriate action to reduce impacts

resourcing required to aid goal attainment

techniques for:

planning goal attainment

increasing individual and team goal attainment

monitoring effectiveness of team members relevant to goal attainment

providing constructive feedback to team members

role modelling in the workplace

commercial impact of:

productive and efficient workplace teams

goal attainment

organisational:

vision and values

expectations of team members relevant to performance and goal attainment.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational:

vision and values

expectations of team members relevant to performance and goal attainment

workplace goals

team performance data

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXDLV001 Deliver food products

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan for and deliver food products to the homes of customers.

It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts. They operate under the supervision and guidance from others, and within established organisational policies and procedures.

Individuals operating a vehicle must hold a current and valid driver’s licence issued by the relevant state or territory.

Pre-requisite Unit

Nil

Competency Field

Delivery

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare for delivery.	1.1.Access customer orders for delivery to determine delivery requirements and seek clarification as required. 1.2.Determine travel times and distance and plan deliveries in a logical sequence for efficient and optimum customer service. 1.3.Assemble orders and confirm all orders are correctly fulfilled as required. 1.4.Follow organisational policies and procedures when handling food products to minimise food safety risks and product damage. 1.5.Ensure all items are packaged appropriately and secured within delivery vehicle according to organisational requirements for food safety and delivery. 1.6.Display company signage on delivery vehicle as required.
2. Deliver food items.	2.1.Deliver items with in specified delivery times taking into consideration any known delays. 2.2.Comply with all road rules and organisational policies and procedures when completing deliveries. 2.3.Use navigation aids to assist in following delivery route particularly in unfamiliar areas. 2.4.Deliver food to customer in a professional and courteous manner that reflects the brand image and encourages repeat business. 2.5.Display respect to customer’s personal circumstance and property. 2.6.Receive payment from customer and ensure correct payment is made including the issuing of change as required. 2.7.Maintain personal security at all times during delivery by remaining vigilant and alert to potential risks. 2.8.Ensure food items remain secure to minimise the risk of damage, theft and loss.
3. Finalise delivery.	3.1.Process undelivered food items as required. 3.2.Process cash on return according to organisational policies and procedures for cash handling. 3.3.Accurately complete delivery documentation and records. 3.4.Report on delivery incidents, identified hazards and delivery failures according to organisational reporting procedures.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXDLV001 Deliver food products

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational policies and procedures to deliver food products to four different customers

store, transport and package products for delivery as per organisational requirements during the above deliveries

complete food delivery reporting and documentation for the above listed deliveries.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role boundaries and responsibilities of team members when delivering food items

techniques for:

planning delivery routes

effectively communicating with customer from a diverse range of backgrounds

key aspects of food safety legislation as relevant to the delivery of food products

navigation aids for route planning and their features

risk management strategies for the management of risks associated with delivery

organisational policies and procedures as relevant to delivery of food products:

food safety

cash handing

customer service standards

delivery

Work Health and Safety (WHS)

personal, product and cash security

responding to theft, loss or accident

Assessment Conditions

Skills must be demonstrated in a retail work environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure use of:

relevant documentation:

organisational policies and procedures as relevant to delivery of food products:

food safety

cash handing

customer service standards

delivery

work health and safety (WHS)

personal, product and cash security

responding to theft, loss or accident

customer orders

delivery documents

reporting documents

current plain English regulatory documents distributed by government regulators outlining key aspects of food safety legislation as relevant to the delivery of food products

a registered delivery vehicle

food products for delivery

food storage and packaging equipment

customers; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXECM001 Monitor and interpret online data analytics

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to monitor and interpret online data related to the performance of an ecommerce site. It requires the ability to access and review data, determine effectiveness of ecommerce activity and make recommendations for future improvements.

It applies to individuals working in operational roles in a diverse range of businesses that operate online to sell products and services. They operate with some independence, under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Ecommerce

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Access data.	1.1. Identify organisational data collection needs. 1.2. Select methods for data collection and analysis. 1.3. Use selected methods to collect required data according to organisational data collection policies and procedures. 1.4. Store collected data according to organisational data collection policies and procedures and legal and ethical data storage requirements.
2. Analyse data.	2.1. Assess quality and relevance of data based on organisational data collection needs. 2.2. Cleanse and filter data to ensure captured data is relevant to organisational data collection needs. 2.3. Identify trends in performance through data mining and statistical analysis. 2.4. Analyse data to identify and determine impact of internal and external activity. 2.5. Determine return on investment of paid data collection and analysis.
3. Report on findings.	3.1. Use data analysis to identify and report on strengths, weaknesses, threats and opportunities. 3.2. Make recommendations for improvements based on findings. 3.3. Present findings and recommendations in appropriate format. 3.4. Communicate findings and recommendations to relevant personnel.

Foundation Skills

FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	extract and evaluate numerical information and use mathematical calculations to interpret data interpret and analyse statistical information to draw conclusions.
Technology skills to:	use digital technologies and systems to collect, extract, organise and analyse data.

Unit Mapping Information

No equivalent unit

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXECM001 Monitor and interpret online data analytics

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

identify organisational data collection needs and follow organisational policies and procedures to collect performance data across one sales period

undertake an analysis of data captured during the above sales period to determine:

impact of internal activity

impact of external activity

customer insights

ecommerce performance

data trends

use data analysis findings to document:

strengths

weaknesses

opportunities

threats

recommendations for improved performance.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical considerations as related to data collection and storage

role of data collection and analysis in ecommerce

current ecommerce data collection methods:

benefits

limitations

role of data collection in identifying:

site visits

origin of customer traffic

paths to purchase

shopping cart abandonment

impact of internal and external activities

product viewings

customer behaviours online

future behaviours

social media impacts

customer relationship management and loyalty

click-throughs

net promoter score

search engine marketing and search engine optimisation

data quality measures:

validity

consistency

timeliness

accuracy

integrity

common analytical terminology used in an online sales environment

techniques to analyse and draw conclusions from data

formats for reporting data analysis.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for:

data collection

data storage

organisational data collection needs

ecommerce performance data

data reporting template.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXECM002 Prepare digital content

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to prepare written and visual digital content for use across online platforms and ecommerce sites. It requires the ability to determine content requirements, create content that aligns with both organisational and customer needs, and complete content uploading.

It applies to individuals working in operational roles in a diverse range of businesses that operate online to sell products and services. They operate with some independence, under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Ecommerce

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine digital content needs.	1.1. Determine organisational written and visual digital content needs. 1.2. Access and review organisational templates and content style guides to inform content development and ensure content consistency. 1.3. Identify platform functionality and limitations to inform content development. 1.4. Determine use of content across internal and external platforms to inform content development and allow ease of use across multiple platforms. 1.5. Access product and organisational information required for content development. 1.6. Plan content development that aligns with organisational branding and marketing activity.
2. Develop written content.	2.1. Develop written content that aligns with organisational style guide, branding and marketing activity. 2.2. Produce accurate and detailed written content that aids customer browsing and purchasing. 2.3. Use text styling that provides a clear hierarchy of content. 2.4. Use copywriting techniques that encourage customer engagement. 2.5. Plan and use keywords for search engine optimisation. 2.6. Check for correct use of grammar and spelling and make any required amendments. 2.7. Seek feedback from relevant personnel and make any required amendments to written content.
3. Develop visual content.	3.1. Source visual content that connects with the target market and aligns with organisational style guide, branding and marketing activity. 3.2. Edit visual content to generate high quality and appealing visual content. 3.3. Ensure visual content accurately represents products and services. 3.4. Seek feedback from relevant personnel and make any required amendments to visual content.
4. Upload digital content.	4.1. Gain approval for written and visual content. 4.2. Upload content to digital platforms using approved file extension scheme. 4.3. Arrange content in a logical design for improved user experience. 4.4. Ensure content is displayed in a visually appealing manner. 4.5. Seek input of relevant personnel to ensure accuracy and relevance of written and visual content. 4.6. View the content in closed contention mode, test on multiple devices, and make any required amendments. 4.7. Archive content and ensure version control is applied to track content history. 4.8. Ensure content is securely stored and backed up.

Foundation Skills

FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Technology skills to:	upload images, text files, PDF files, audio files and video files and link associated files import and export software functions edit and format written and visual content.

Unit Mapping Information

No equivalent unit

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXECM002 Prepare digital content

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow an organisational content style guide to develop the following types of written and visual content for use across two different digital platforms:

product descriptions

videos

still images

purchasing information

promotional content

develop the above written and digital content to:

meet platform functionality requirements

create target market appeal

achieve consistency with organisational branding and promotional activity

upload and test the above digital content on two different devices.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical considerations as related to digital content development:

Trade Practices Act

Privacy Act

role of digital content in an online environment

techniques for using digital content to:

engage customers

maximise sales

generate traffic

create brand and target market appeal

achieve consistency and alignment with organisational branding and promotional activity

current trends in digital content development and use

current software used to aid digital content development

site design and functionality and its relationship to digital content development

role of templates and style guides in digital content development

role and use of copywriting in digital content development

role and use of search engine optimisation in digital content development

techniques for creating written and visual online content relevant to different target markets

techniques to achieve:

clarity

ease of viewing and navigation

visual appeal

readability

use and features of:

keywords

styling

file schemes

information architecture and its relationship to digital content

tools and techniques for uploading and storing digital content.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment

Assessment must ensure access to:

relevant documentation:

organisational content style guide

digital content templates

digital platforms for content uploading

software for use in digital content development

information technology hardware and software.

Assessors must satisfy the Standards for Registered Training Organisations' requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXECM003 Design an ecommerce site

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to design the interface of an ecommerce site. It requires the ability to determine the needs of an ecommerce site, develop designs that enhance usability and appearance, and review site functionality.

This unit applies to individuals working in a diverse range of sectors and business contexts. They operate independently, under limited supervision from others, and are responsible for making a range of operational decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Ecommerce

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine ecommerce site requirements.	1.1. Identify required features, capabilities and functionality of an ecommerce site. 1.2. Identify best practice site design and use benchmarking to inform ecommerce site design. 1.3. Identify opportunities for the integration of existing systems and procedures. 1.4. Investigate design and technology options available to maximise site usability and functionality.
2. Design a user centred interface.	2.1. Obtain and review organisational style guide to inform site design. 2.2. Design site map and wire frame to create optimal user experience, functionality and product exposure. 2.3. Select metadata that allows for search engine optimisation. 2.4. Plan for ecommerce functionality and optimisation across multiple devices. 2.5. Ensure consistency of design with organisational style requirements and make any required amendments. 2.6. Seek feedback from relevant personnel and make amendments to site design based on feedback. 2.7. Communicate site designs to web and content developers. 2.8. Adjust designs based on recommendations from web and content developers.
3. Review site usability.	3.1. Test interface to ensure functionality across multiple devices and make adjustments to improve functionality. 3.2. Review site navigation and usability and make adjustments to usability. 3.3. Perform testing and amend written content based on results. 3.4. Continuously monitor site usability and make any required updates.

Foundation Skills

FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret technical and complex ecommerce terminology.
Technology skills to:	navigate ecommerce platform control panels.

Unit Mapping Information

No equivalent unit

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXECM003 Design an ecommerce site

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

document and design an interface for one ecommerce site that details:

site map

site architecture

wire frame

navigation

filtering

search functionality

shopping cart and payment gateways

optimisation across multiple devices

integration with existing systems and platforms

content requirements

branding requirements

communication and contact information

compliance with legal requirements

security requirements

platform capacity

undertake site testing to review and report on site functionality of one ecommerce site.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key aspects of ecommerce design:

site map

site architecture

wire frame

navigation

menu structure

filtering

optimisation across multiple devices

content requirements

search functionality

integration with social media and customer relationship management (CRM)

integration with existing systems

shopping cart and payment gateways

security considerations

retail and product branding requirements

communication aspects

legal requirements

customisation considerations

industry best practice in ecommerce design

types of testing and role in ecommerce design

common site development terminology related to ecommerce site design and usability

interface specifications for ecommerce and their role in improved site usability

customer buying preferences and how they impact site design

design features to achieve usability and functionality

site navigation structures and their features, benefits and limitations

factors impacting ease of operation of a site:

navigation

site download time

time to download files

link accuracy

search functionality

relationships between content and site design

importance and application of consistency in content styling and design

role of data analytics in informing website design

website customer purchase flows and their significance in ecommerce

methods for tracking and reporting on purchase flows

role of an organisational content style guide in designing ecommerce sites.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures related to site design

organisational content style guide

site performance data

ecommerce sites for testing and review.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXHRM001 Recruit, select and induct team members

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to identify workplace recruitment needs and follow organisational recruitment processes to hire and induct new team members.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

The recruitment of staff is subject to the provisions of Equal Employment Opportunity (EEO) law.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Human Resource Management

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify recruitment needs.	1.1.Identify recruitment needs based on analysis of current and future workforce requirements. 1.2.Consult relevant personnel and obtain approval for recruitment as required. 1.3.Access or develop position description for the vacant role. 1.4.Develop selection criteria for vacant role based on position description. 1.5.Advertise vacant position through appropriate channels as required.
2. Select retail talent.	2.1.Review applications against selection criteria and short-list candidates. 2.2.Conduct interviews with short-listed candidates in accordance with organisational policies and procedures. 2.3.Adapt interview techniques to meet diversity needs of candidate as required. 2.4.Check references, security clearances and personal documentation as required. 2.5.Select new team member using selection criteria as the basis for selection, ensuring merit-based selection and adherence to EEO principles and law. 2.6.Inform unsuccessful applicants of decision according to organisational policies and procedures. 2.7.Make employment offers according to organisational policies and procedures. 2.8.Develop accurate, clear and complete records of the selection process and its outcomes.
3. Induct new talent.	3.1.Follow organisational induction process as required. 3.2.Provide new team member with information and resources relevant to the role. 3.3.Share organisational vision, mission and values with new team member. 3.4.Arrange workplace specific and safety training prior to commencement of work. 3.5.Provide ongoing opportunities for learning and development to ensure continuing competence in workplace requirements. 3.6.Conduct review meetings at regular intervals during probationary period to provide feedback on performance.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret: documents that outline organisational policies and procedures relevant to recruitment and induction of team members unfamiliar plain English documents that describe workplace laws, rights and responsibilities relevant to the recruitment and induction of team members.
Oral communication skills to:	effectively communicate workplace information during induction processes and check understanding of new team members.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXHRM001 Recruit, select and induct team members

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational recruitment, selection and induction policies and procedures to address two organisational recruitment needs

for the above recruitment needs:

develop selection criteria based on job descriptions

conduct fair and equitable interviews with at least one interview undertaken:

face-to-face

non face-to-face

make selections based on agreed criteria and organisational need

induct new team member into workplace

complete relevant recruitment documentation.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

developing selection criteria

advertising vacant positions

interview and selection processes

induction process

recruitment documentation

roles and responsibilities of personnel involved in the recruitment and induction process

procedures for employment and referee checks

approval processes for recruitment of new personnel

key aspects of equal employment opportunity employment (EEO) laws that impact recruitment and selection processes

determining recruitment needs:

team member levels to deliver organisational needs

future skills and knowledge requirements

forecasting team member turnover

relevant industry job roles and associated:

employment status

work hours

qualifications and training requirements

salary rates

awards and industrial agreements

key components of selection criteria:

qualifications

experience

fit with organisational culture

personal attributes

commercial value in retaining retail talent:

cost of recruitment to replace

impact on team morale of turnover

avoid disruption to service delivery

techniques for conducting interviews:

linking interview questions to selection criteria

interview styles

determining suitability to job role

consideration of applicants with special needs relevant to recruitment and selection:

reasonable adjustments for interviews

provision of appropriate documentation

techniques to improve retention of new team members.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for:

developing selection criteria

advertising vacant positions

interview and selection processes

induction process

recruitment documentation

roles and responsibilities of personnel involved in the recruitment and induction process

procedures for employment and referee checks

approval processes for recruitment of new personnel

equal opportunity and EEO legislation

awards and agreements

job descriptions

recruitment, selection and induction materials

job applicants with whom the individual can interact; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXHRM002 Maintain employee relations

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to maintain employee relations in the workplace and implement dispute and grievance procedures when employment related issues occur.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Human Resource Management

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Apply relevant industrial awards, agreements and legislation to the workplace.	1.1.Identify and accurately interpret relevant industrial awards, agreements and legislation. 1.2.Apply relevant awards and agreements accurately and consistently to all team members. 1.3.Inform team members of changes in awards and agreements. 1.4.Provide information on relevant awards and agreements to team members as requested.
2. Minimise potential industrial problems.	2.1.Provide regular opportunities for team members to discuss problems that directly or indirectly affect their work. 2.2.Counsel team members on workplace issues as required, in a positive and constructive manner or refer to appropriate personnel when necessary. 2.3.Identify potential and actual conflicts between team members and take remedial action. 2.4.Accurately maintain records of team member counselling and conflict, including outcomes.
3. Implement dispute settlement procedures.	3.1.Follow organisational dispute and grievance policies and procedures accurately and promptly in the instance of workplace disputes. 3.2.Inform team members of current organisational dispute and grievance policies and procedures. 3.3.Apply all policies and procedures in an impartial manner. 3.4.Record details of all disputes or grievances accurately and completely, and make available to authorised personnel. 3.5.Refer unsettled disputes or grievances to relevant personnel.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret sometimes complex legislative documentation relevant to employee relations.
Self-management skills to:	demonstrate tact, sensitivity and neutral stance when dealing with employee relations issues.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXHRM002 Maintain employee relations

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and correctly interpret current information on relevant industry employment legislation, awards and agreements

use appropriate communication styles and follow organisational policies and procedures and relevant legislation to:

communicate employment legislation, awards and agreements to one team member as relevant to their job role

counsel one team member on an employment related issue

resolve one employment related dispute and one employment related grievance.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures and key aspects of relevant legislative requirements for:

workplace ethics

unfair dismissal

shift availability or non-attendance

shift rosters

interpersonal conflict

conflict management

grievances, counselling and discipline

personal animosity

discriminatory behaviour

harassment

equal opportunity issues

non-compliance with policies and procedures

part time, casual, full time work, contract employment

traineeships

key aspects of employee and employer rights and responsibilities in regards to awards and agreements in retail workplace

key aspects of relevant legislation and industry codes of practice:

Equal Employment Opportunity (EEO)

anti-discrimination

unfair dismissal

workplace relations

Work Health and Safety (WHS)

responsibilities of employers and employees under an Australian Apprenticeship contract of training (as applicable to the workplace)

communication techniques for dealing with employment related issues

current industrial awards and agreements.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated retail work environment.

Assessment must ensure access to:

relevant documentation:

current industrial awards and agreements

organisational policies and procedures as outlined in the Knowledge Evidence

relevant legislation and industry codes of practice as outlined in the Knowledge Evidence

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXHWB001 Maintain personal health and wellbeing

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to maintain personal health and wellbeing by implementing techniques that facilitate improved workplace health and wellbeing, and work-life balance.

It applies to individuals at all levels working in frontline roles in a diverse range of industry sectors and business contexts. It particularly applies to work environments where customer contact is high and work pressures vary.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Health and Wellbeing

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Maintain personal stamina and resilience.	1.1.Identify sources of workplace fatigue that impact stamina and resilience. 1.2.Adopt work routines and process that limit fatigue particularly in peak periods of trade. 1.3.Implement techniques to build workplace stamina and resilience.
2. Minimise workplace stressors.	2.1.Identify causes of stress in the workplace. 2.2.Implement strategies to effectively respond to and minimise personal stressors.
3. Maintain work-life balance.	3.1.Identify work-life balance priorities. 3.2.Implement techniques to support desired work-life balance. 3.3.Adopt techniques to effectively transition from work to personal life at end of shift. 3.4.Prioritise personal health and wellbeing to ensure personal health is maintained.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXHWB001 Maintain personal health and wellbeing

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

undertake assessment of self and workplace to determine:

workplace stressors

causes of fatigue

work-life balance priorities

develop and document a personal health and wellbeing plan that outlines techniques for:

achieving work-life balance

reducing fatigue

building resilience

maintaining stamina

implement the above plan demonstrating techniques for improved health and wellbeing as listed in the plan.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

workplace causes and impacts to self of:

stress

fatigue

reduced resilience

techniques for:

identifying personal stressors

responding to personal stressors

maintaining stamina

building resilience

achieving work-life balance

monitoring personal health and wellbeing

health and wellbeing and its role in contributing to overall personal health

role of work-life balance in maintaining personal health and wellbeing

internal and external sources of support and assistance relevant to workplace health and wellbeing.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

sources of information on workplace health and wellbeing

personal health and wellbeing plans.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXHWB002 Promote workplace health and wellbeing

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to promote improved health and wellbeing amongst team members.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Health and Wellbeing

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Review team health and wellbeing.	1.1.Research strategies for improved health and wellbeing in the workplace. 1.2.Analyse factors impacting on health and wellbeing in the workplace. 1.3.Determine techniques that support achievement of improved health and wellbeing in the workplace. 1.4.Develop a plan for improved health and wellbeing in line with relevant organisational policies and procedures.
2. Facilitate health and wellbeing in the workplace.	2.1.Develop awareness of health and wellbeing among team members including factors contributing to, and risks impacting health and wellbeing. 2.2.Maintain personal health and wellbeing to foster a healthy and safe workplace. 2.3.Encourage team members to support each other in developing personal health and wellbeing. 2.4.Adopt work routines and procedural strategies to manage health and wellbeing.
3. Monitor workplace health and wellbeing.	3.1.Monitor individual performance of team members against their health and wellbeing needs. 3.2.Conduct regular reviews of individual and team workplace health and wellbeing to identify variations and difficulties. 3.3.Respond appropriately to behavioural signs of reduced health and wellbeing among team members.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Oral communication skills to:	communicate with team members to develop awareness of workplace health and wellbeing.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXHWB002 Promote workplace health and wellbeing

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop and implement a health and wellbeing plan for one work team that addresses one of the following health and wellbeing needs:

resilience

workplace stress management

workplace fatigue

work-life balance

detail in the plan:

techniques to support achievement of health and wellbeing

work routine and procedural strategies required

communication strategies

review impacts of health and wellbeing plan and identify areas for further improvement.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key features of a workplace health and wellbeing plan

strategies for successful implementation of a workplace health and wellbeing plan

factors that contribute to achievement of optimal health and wellbeing

factors that impact on health and wellbeing:

fatigue and stress

work demands

working hours

techniques to support achievement of health and wellbeing:

manageable work demands

allowing individuals control

regular encouragement

cohesive working relationships

communicating and managing change

work routine and procedural strategies to manage health and wellbeing:

review of work demands

flexible working

high level of autonomy

team member reviews

regular work breaks

manageable working hours

realistic, documented role expectations

behavioural signs of reduced health and wellbeing:

fatigue

headaches

depression

anxiety

irritability

pessimism

feeling overwhelmed

difficult in making decisions

absenteeism

reduced productivity

mood swings

disinterest.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

sources of information on workplace health and wellbeing

team members with whom the individual can interact; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXIND001 Work effectively in a service environment

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to work effectively in the retail environment by integrating knowledge of workplace rights and responsibilities, organisational policies and procedures into daily work activities.

It applies to individuals working in frontline operational roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Working in Industry

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Source and use information on employment rights and responsibilities.	1.1.Access current sources of information on employee and employer rights and responsibilities. 1.2.Obtain and interpret key information on laws for anti-discrimination, harassment and equal employment opportunity. 1.3.Source and interpret information on national employment standards and specific employment arrangements for current role. 1.4.Comply with all employment requirements.
2. Work within organisational requirements.	2.1.Interpret and comply with key employment policies and procedures. 2.2.Seek advice from supervisors and managers to clarify organisational requirements as required. 2.3.Interpret staff rosters and provide notice of availability according to organisational policies and procedures. 2.4.Apply dress or uniform standards and maintain personal grooming standards according to organisational policies and procedures. 2.5.Use designated lines of communication and reporting.
3. Use effective work habits.	3.1.Act promptly on instructions and information, and follow procedures relevant to workplace activities. 3.2.Display appropriate behaviours in line with the organisations code of conduct. 3.3.Use initiative to contribute to an effective and efficient workplace environment.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret: plain English documents that outline organisational policies and procedures relevant to employment and work practices unfamiliar plain English documents that describe workplace laws, rights and responsibilities.
Oral communication skills to:	ask open and closed probe questions, and actively listen to clarify workplace instruction and procedures.
Technology skills to:	use a computer or devices equipped with internet access to search for information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXIND001 Work effectively in a service environment

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret organisational policies and procedures for all of the following relevant to general work practices and own role:

rosters – accepting, declining and amending

personal and carer leave

counselling

discipline

grievances or complaints

equal employment opportunity – rights and obligations

standards for uniform, dress and personal presentation

rights and obligations in relation to workplace discrimination, bullying and harassment

terms and conditions of employment

accurately describe own employment rights and responsibilities

apply the required uniform, dress and personal presentation standards

communicate effectively, clarifying workplace instruction and procedures as required.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures that relate to general work practices:

accepting, declining and amending roster hours

personal and carer’s leave

personal work requirements

counselling and discipline

grievances

equal employment opportunity

uniform and personal presentation standards

discrimination and harassment

dress or uniform standards

code of conduct

sources of information on employment rights and responsibilities:

employer associations

Fair Work Commission

Fair Work Ombudsman

state and territory government boards and commissions for anti-discrimination and equal employment opportunity

staff handbooks

trade unions

aspects of employment related laws covering rights and responsibilities of employees and employers as relevant to job role:

Fair Work Act 2009: minimum workplace entitlements provided by the National Employment Standards (NES)

relevant provisions of Commonwealth and state or territory anti-discrimination and equal employment opportunity (EEO) laws, and how these relate to own work role, including:

harassment and bullying

types of discrimination

rights and responsibilities of employees and employers

consequences of non-compliance

role of relevant national, state or territory bodies in managing complaints

industry awards or relevant enterprise agreements for retail employees as relevant to job role

primary functions of trade unions for retail employees

typical terms and conditions of employment for retail businesses

general role boundaries and responsibilities for key retail industry staff:

retail assistants

supervisors and managers

principles for effective work practices and work environments

principles of workplace etiquette

commercial impact of inappropriate behaviours to a retail business:

loss of customers and sales

poor reputation.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant business technology with internet capability

relevant documentation:

current plain English guidelines issued by regulatory bodies covering:

minimum workplace entitlements provided by the National Employment Standards (NES)

relevant provisions of Commonwealth, state or territory anti-discrimination and equal employment opportunity (EEO) law

industrial awards for retail employees, issued by regulatory bodies or unions

organisational policies and procedures that relate to general work practices as detailed in the Knowledge Evidence.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXIND002 Organise and maintain the store environment

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to organise, clean and maintain the work environment to ensure optimal workplace appearance and safety.

It applies to individuals working in frontline operational roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Working in Industry

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Clean the store environment.	1.1.Clean work areas according to work health and safety requirements and organisational procedures. 1.2.Use and store cleaning products and equipment according to manufacturer instructions. 1.3.Complete cleaning tasks safely and efficiently with minimum inconvenience to customers and team members.
2. Maintain the store environment.	2.1.Store products and equipment in designated storage areas to minimise hazards and maintain the store appearance. 2.2.Sort, recycle, and dispose of waste according to organisational procedures. 2.3.Ensure customer services and point of sale areas are adequately stocked to minimise disruption when serving customers. 2.4.Identify and remove potential workplace hazards within scope of responsibility, and report any unresolved hazards to relevant personal.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret manufacturers’ instructions, warning labels and instructions for the use of chemicals and hazardous substances.
Numeracy skills to:	follow simple dilution ratios for cleaning products.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXIND002 Organise and maintain the store environment

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

organise and maintain a designated work area, within a store environment, during three shifts

correctly use cleaning products and equipment to perform two cleaning tasks within the store environment.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common cleaning product labels that identify chemicals and hazardous substances and their meaning

organisational policies and procedures relevant to the organisation and maintenance of the store environment:

work health and safety (WHS)

general housekeeping

personal hygiene

reporting problems and faults

point of sale stock requirements

use, maintenance and storage of cleaning products and equipment

use of hazardous cleaning substances

waste disposal, recycling and environmental protection.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures for:

work health and safety

general housekeeping

personal hygiene

reporting problems and faults

point of sale stock requirements

use, maintenance and storage of cleaning products and equipment

use of hazardous cleaning substances

waste disposal, recycling and environmental protection

cleaning products and equipment

manufacturer instructions for use of cleaning equipment, cleaning materials and hazardous substances

workplace waste for disposal

work areas to be maintained

assessment activities that allow the individual to work with commercial speed, timing and productivity.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXIND003 Organise personal work requirements

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to organise and prioritise individual work requirements. It requires the ability to identify tasks for completion, complete tasks according to workplace requirements and respond to changes in personal work requirements.

This unit applies to all retail sectors and business sizes from large format stores to small independents. It applies to frontline personnel who have limited autonomy and work under close supervision and guidance of others in frontline operational roles.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Working in Industry

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify personal work requirements.	1.1.Identify allocated tasks for completion and seek advice to clarify workplace instructions as required. 1.2.Plan and organise daily work activities within scope of responsibility. 1.3.Access and follow organisational procedures relating to tasks. 1.4.Break down tasks into manageable components for completion.
2. Complete personal work requirements.	2.1.Prioritise tasks according to organisational procedures. 2.2.Complete tasks within specified timelines and to required quality standard.
3. Respond to changes in personal work requirements.	3.1.Identify changes to personal work requirements and reprioritise tasks. 3.2.Seek assistance from relevant personnel to confirm change in priorities. 3.3.Communicate changes impacting current task completion to relevant personal.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret plain English documents that outline procedures relating to personal work requirements.
Numeracy skills to:	calculate estimated time to complete tasks.
Self-management skills to:	manage own speed, timing and productivity.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXIND003 Organise personal work requirements

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

plan and organise daily work activities to prioritise and complete two workplace tasks:

following direction and organisational policies and procedures

to required quality standards

within required timeframes

adjust personal work requirements in response to the following changes:

allocation of additional tasks

change in quality requirements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational procedures relating to personal work requirements:

quality standards

timeframes for completion

techniques for:

sequencing daily work activities

prioritisation of workplace tasks

task break down

managing changes to task completion

importance of effective task completion and its contribution to the overall work environment efficiencies.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

workplace tasks for completion

organisational procedures relating to personal work requirements:

quality standards

timeframes for completion

assessment activities that allow the individual to:

work within commercial speed, timing and productivity

manage tasks and contingencies in the context of the job role.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXIND004 Plan a career in the retail industry

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to identify and document current skills and interests, explore retail career options and plan for career progression in the retail industry.

The unit applies to any individual exploring career options in the retail industry.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Working in Industry

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Explore career opportunities and preferences.	1.1.Identify, source and review information about retail career options. 1.2.Explore education and training requirements for current and emerging retail career options. 1.3.Evaluate levels of personal aptitude and interest for retail career options, tasks and responsibilities. 1.4.Reflect on and evaluate levels of personal interest in different retail career options. 1.5.Document career preferences and relevant education and training requirements.
2. Identify skill development requirements.	2.1.Identify opportunities for skill development for selected retail career preferences. 2.2.Evaluate, record and discuss current skills and knowledge against competencies relevant to career preferences. 2.3.Document skill development options for selected career preferences.
3. Plan retail career progression.	3.1.Review and select options for immediate and future skill development. 3.2.Plan timelines for skill development progression. 3.3.Collate skills assessment and career planning documentation and update regularly with evidence of skill development.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Technology skills to:	conduct online research.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXIND004 Plan a career in the retail industry

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research information about retail career options from three different sources

explore three different retail career pathways

develop and document a personal retail career based on identified preferences outlining skill development options and timeline for progression.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of credible information on the retail industry

retail industry structure and job roles at different and in different sectors:

sales

buying

visual merchandising

marketing

management

changing and emerging job roles in the retail industry

sources of advice on career planning

role of skill development in career planning and sources of advice

methods and tools for self-evaluation of skills and aptitude

internet research methods.

Assessment Conditions

Skills must be demonstrated in a services industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to the internet.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXIND005 Develop personal productivity

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to improve personal productivity in the workplace by assessing current skill level and engaging in personal development to address identified skill gaps.

It applies to individuals at all levels working in frontline roles in a diverse range of industry sectors and business contexts.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Working in Industry

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Assess personal skill level.	1.1.Identify skill and knowledge requirements of job role and desired personal skill and knowledge levels. 1.2.Seek feedback from others and reflect on own capabilities and skill level. 1.3.Evaluate personal skill and knowledge level against desired skills and knowledge. 1.4.Define gap between current and desired skill level.
2. Undertake personal development activities.	2.1.Identify relevant formal and informal sources of personal development. 2.2.Create a personal development plan to address identified skill and knowledge gaps. 2.3.Gain required approval to engage in formalised personal development activities. 2.4.Participate in formal and information professional development activities and seek further opportunities to enhance development. 2.5.Develop professional networks to assist in ongoing personal development.
3. Apply skills and knowledge to the workplace.	3.1.Apply newly developed skills and knowledge to current role to improve overall productivity and workplace outcomes. 3.2.Share newly developed skills and knowledge with team members to enhance overall team performance.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret information from organisational and industry skills and knowledge standards to inform personal development planning.
Learning skills to:	investigate and apply strategies to develop personal competence.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXIND005 Develop personal productivity

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

document a self-assessment that covers:

current skill and knowledge level

required skill and knowledge level

skills and knowledge gaps

document a personal development plan for addressing the above identified skills and knowledge gap that details:

action plan

formal and informal sources of personal development

professional networking opportunities

key performance indicators

engage in the following activities:

one personal development activity

one professional network

reflect on the above activities to determine improvements in skills and knowledge as relevant to job role.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational and industry required skill and knowledge level relevant to job role

role of ongoing skill and knowledge development in contributing to workplace outcomes and personal development

key features of a personal development plan

techniques for:

assessing current skill and knowledge level

obtaining feedback on current skill and knowledge level

completing skill and knowledge gap analysis

types and sources of personal development:

formal learning

informal learning

coaching

mentoring

networking

job rotation

action learning projects.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

sources of information on organisational and industry skill and knowledge requirements

template for personal development plans

individuals who can provide feedback on skill and knowledge level; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXIND006 Review retail business fundamentals

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to access organisational information and conduct research to understand the fundamentals of retail financials and operations.

This unit applies to individuals working in a diverse range of retail sectors and business contexts.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Working in Industry

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine the commercial structure of a retail business.	1.1. Access and review a retail business strategy to determine organisational direction and priorities. 1.2. Access and review a retail organisational structure and determine the roles and responsibilities of key retail functions. 1.3. Identify internal and external factors impacting retail performance. 1.4. Access and interpret a retail profit and loss statement to identify key financial metrics and budgeting considerations. 1.5. Review key internal and external factors impacting on retail performance.
2. Research retail leasing arrangements.	2.1. Research the rental costs and terms of a retail lease. 2.2. Identify costs, initial and ongoing, of establishing a retail space. 2.3. Calculate the profit required to cover the cost of establishing a retail space. 2.4. Calculate the breakeven point in terms of the lease duration. 2.5. Identify value of stock held within a store and calculate the sales turnover per square metre to determine store productivity.
3. Review retail inventory processes and structures.	3.1. Access and review a retail merchandise strategy to determine organisational merchandise objectives. 3.2. Identify key financial metrics considered in merchandise management. 3.3. Review organisational structure of categories, sub-categories and product ranges. 3.4. Review organisational processes for inventory purchasing and management. 3.5. Identify internal and external factors impacting product performance. 3.6. Perform basic retail calculations to determine the difference between product cost and retail price to calculate a margin.
4. Research the retail customer.	4.1. Review organisational target market and target market profit. 4.2. Identify strategies to engage the target market and opportunities to enhance customer experience. 4.3. Identify the role and value of customer service teams in engaging the retail customer.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXIND006 Review retail business fundamentals

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

review a retail business's strategy, structure and profitability to determine:

business objectives

breakeven point and profitability

internal and external factors impacting on performance

identify costs of establishing a new retail store, including:

store design

fitout

stock

legal and accounting

security

point of sale equipment

bank guarantee

recruitment and training

marketing

review the following retail merchandise performance and document a report on merchandise performance:

profit margins

sell-through rates

inventory stock holding

sales per square metre

research the target market of a retail organisation and document strategies to engage the target customer.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role of a retail strategy and common retail objectives

role of a merchandise strategy and common merchandise objectives

retail profit and loss statements:

role

key metrics:

sales

gross profit

net profit

cost of goods sold

expenses:

fixed

variable

key commercial elements of a retail business strategy:

sales turnover

profit

investment in inventory

investment in retail space

common retail organisational structures and roles and responsibilities of key functions:

operations

marketing

warehousing

stores

buying

planning

visual merchandising

common costs and considerations associated with establishment of a retail space:

leasing costs

bank guarantee

design costs

fit-out costs

utilities

stock

equipment

recruitment

staff training

marketing

legal

leasing agreements and terms

key internal and external factors impacting retail productivity and performance

value of retail product at cost and retail

organisational merchandise structure:

categories

sub-categories

ranges

key retail financial metrics considered in merchandise management:

sales

gross profit

sell-through

rate of sale

average sale price

unit sales

markdown percentage

sales plan

principles of inventory management and performance

key considerations in managing physical retail environments:

sales targets

store presentation standards

service standards

stock holding

promotion strategies

team structure.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

retail organisational strategy

retail profit and loss statement

retail merchandise strategy

retail merchandise performance data.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMGT001 Supervise and support frontline team members

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to monitor the work activities and performance standards of team members to ensure organisational and team goals are achieved to an expected standard.

It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Management and Leadership

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Communicate with the team.	1.1.Communicate organisational vision and individual responsibilities clearly to team members. 1.2.Inform team members of expected standards of work and behaviours. 1.3.Provide team members with relevant information regarding sales targets and team goals.
2. Monitor team performance.	2.1.Follow up allocated tasks and check that standards of performance are met. 2.2.Provide feedback to team members on their performance when required standards are not met. 2.3.Recognise team member’s efforts when high, or improved, standards of performance are displayed. 2.4.Determine factors contributing to poor performance and implement solutions for improved performance. 2.5.Recognise training needs of team members and notify relevant personnel as required.
3. Promote team morale.	3.1.Determine team motivators and seek opportunities to improve motivation. 3.2.Create a supportive team environment where all members feel valued. 3.3.Encourage team members to share their views and feedback regarding the workplace and value their input. 3.4.Treat all team members equally and with respect.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMGT001 Supervise and support frontline team members

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

supervise a work team, across the duration of two different work shifts, to ensure organisational and team goals are achieved

demonstrate the following skills during supervision of the above work shifts:

communicating responsibilities and expected standards of work to team members

implementing techniques to motivate team members and improve team morale

providing feedback on team members performance

monitoring team members for:

adherence to policies and procedures

customer service standards

productivity

team interactions.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

primary role of team supervisors

organisational performance standards for frontline tasks

strategies and techniques for:

effective communication with team members

improving team and individual morale

increasing team and individual productivity

creating a team environment in the workplace

motivation others

providing feedback regarding performance

constructive feedback

recognition of positive performance

importance of providing team members with an understanding of the commercial impacts of their behaviours and goal attainment.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant organisational documentation:

performance standards for frontline tasks

organisational vision

key elements and steps of frontline tasks

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMGT002 Lead a frontline team

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to lead and manage a frontline team by delegating work, monitoring performance and taking action to improve standards of performance.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Management and Leadership

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Lead the team.	1.1.Lead by example demonstrating high standards of personal performance and behaviours reflective of organisational values. 1.2.Promote an environment in which team members are motivated to achieve high standards of performance. 1.3.Communicate openly and honestly with team members to create a positive team culture. 1.4.Consult with team members when making decisions that impact them.
2. Delegate work.	2.1.Delegate tasks and responsibilities to team members, clearly defining team and individual responsibilities and limits of responsibilities. 2.2.Consult with and inform team members about expected standards of performance using appropriate communication methods.
3. Monitor performance standards.	3.1.Provide team members with feedback on their performance against expected standards. 3.2.Recognise coaching needs and provide on the job coaching to team members for improved performance. 3.3.Determine factors contributing to poor performance and implement solutions for improved performance. 3.4.Address ongoing poor performance according to organisational procedures. 3.5.Encourage team members to offer ideas, views or suggestions for improved operation.
4. Take action on performance issues.	4.1.Deal with team and individual workplace issues fairly, openly and promptly according to organisational policies and procedures. 4.2.Manage difficult conversations with team members and reach timely solutions. 4.3.Complete accurate and neutral reporting on team member performance where performance issues exist.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Planning and organising skills to:	address poor performance in timely and sensitive manner to limit repeat or escalation of poor performance.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMGT002 Lead a frontline team

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

lead and manage a work team, across the duration of two different work shifts, by:

delegating workplace tasks and responsibilities to a team

evaluating team performance

coaching for improvement in performance on two occasions

implementing a strategy for improve team performance

follow organisational policies and procedures to effectively manage the following difficult situations:

consistent poor performance

workplace conflict.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

monitoring standards of performance

addressing poor performance

dealing with workplace conflict

role and importance of monitoring team members performance and providing feedback

role of leadership in managing frontline teams

strategies for:

identifying causes of poor performance

improving team performance outcomes

organisational standards of performance

principles and techniques in interpersonal communication skills:

conflict resolution

team building

delegation

key principles of coaching and how they are used to assist others in completion of job tasks:

explanation

questioning

listening to trainee

observing and evaluating trainee competency

providing feedback.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for:

standards of performance

addressing poor performance

dealing with workplace conflict

organisational standards of performance

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMGT003 Provide leadership to others

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to lead others to deliver the organisational vision through the development of performance plans and demonstration of leadership behaviours.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions and the management of others.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Management and Leadership

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Deliver the vision.	1.1.Share organisational vision and relevant plans with team members. 1.2.Facilitate individual and team input into achievement of organisational vision and relevant plans. 1.3.Establish key performance indicators to measure success against organisational vision and plans. 1.4.Guide and coach team on delivering organisational vision and plans.
2. Demonstrate leadership.	2.1.Select and demonstrate leadership styles appropriate to team and organisational needs. 2.2.Act as a positive role model ensuring personal performance reflects organisational values and integrity. 2.3.Foster a high performance culture that supports innovation and active participation.
3. Act on difficult issues.	3.1.Consult with team and individual team members on difficult issues and reach a timely solution. 3.2.Demonstrate willingness to confront difficult situations and problems. 3.3.Deal with difficult situations fairly and promptly according to organisational policies and procedures. 3.4.Communicate openly and honestly with individuals and team members on difficult issues demonstrating sensitivity.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret: plans relating to organisational direction, vision and strategy organisational procedures and guidelines.
Planning and organising skills to:	plan objectives and responsibilities relevant to organisational goals and individual capacity and capability.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMGT003 Provide leadership to others

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

assess personal leadership style and identify strategies to enhance own leadership style

develop a performance plan, in consultation with team members, to deliver the organisations vision detailing:

objectives

key performance indicators

action plan

roles and responsibilities

implement the above performance plan and provide leadership to team members by:

communicating strategies to achieve objectives

implementing strategies to motivate and empower team members

implementing strategies to achieve high performance standards

providing feedback and coaching to team members for improvement in performance

resolve a complex and non-routine workplace issues or dispute.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

performance plans and their application

development of key performance indicators

strategies to motivate and empower others in the workplace

complex and non-routine workplace issues and disputes common to workplace teams

conflict and dispute resolution techniques:

assertiveness

negotiation

use of appropriate communication

leadership:

role in leading others

styles and traits

development of personal leadership skills

organisational:

vision

policies and procedures for conflict and dispute resolution.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational vision and plans

organisational policies and procedures:

conflict and dispute resolution

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMGT004 Plan and manage retail projects

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop project plans, implement project activities, monitor progress to ensure objectives are achieved, and evaluate all aspects of projects.

This unit applies to senior personnel working in a diverse range of industry sectors and business contexts. They operate independently and are responsible for making a range of operational and project management decisions in a retail work context.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Management and Leadership

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Define project scope.	1.1.Identify project objectives, budget, scope of activities and deliverables. 1.2.Clarify relationship of project to others and to overall organisational objectives. 1.3.Identify stakeholders and their requirements for consultation and involvement in project activities. 1.4.Confirm administrative structure for project management, individual responsibility and reporting hierarchy. 1.5.Determine required resources for the project.
2. Prepare the project plan.	2.1.Consult with stakeholders to facilitate input and to achieve approval for project plan. 2.2.Determine risk, and regulatory and sustainability issues and incorporate them into plan. 2.3.Integrate quality, financial, human and physical resource specifications for project activities. 2.4.Develop and integrate project evaluation methods. 2.5.Plan internal and external communications, public relations and marketing approaches. 2.6.Document integrated project management plan and gain required approvals. 2.7.Communicate plan and roles and responsibilities to all involved.
3. Administer and monitor the project.	3.1.Implement project activities according to plan and in conjunction with stakeholders and project team members, providing support and assistance as required. 3.2.Implement financial and quality control systems according to project plan. 3.3.Monitor progress to ensure objectives, deliverables, timelines, cost and quality of project are achieved. 3.4.Identify deviations from plan, assess and take action to realign project activities to meet objectives. 3.5.Determine and act on the need for project variations, including additional project resources. 3.6.Provide progress and final reports according to project requirements. 3.7.Complete project within agreed timelines. 3.8.Provide effective and documented handover instructions and advice to staff responsible for the ongoing implementation or maintenance of project products or services.
4. Evaluate the project.	4.1.Assess project effectiveness at specified stages, using agreed evaluation methods. 4.2.Evaluate completed project for administrative efficiency, quality and achievement of objectives. 4.3.Debrief project team members and relevant stakeholders about project implementation and outcomes. 4.4.Report outcomes to stakeholders and use information to enhance future project planning and management activities.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMGT004 Plan and manage retail projects

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop, document and implement a plan for a retail-related project that comprises at least two of the following:

project management committee or advisory/reference group

consultants, contractors and suppliers

internal and external stakeholders

lead a project team through project planning and implementation phases comprising:

multiple meetings and briefings

timeline or resource variations

evaluate project outcomes against nominated criteria and objectives.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

project management processes and the project life cycle:

planning and the requirements of project plans:

objectives

deliverables, scheduling and milestones

allocation of roles and responsibilities

documentation and role of technology

monitoring and control systems

evaluation criteria, both quantitative and qualitative and methods for measuring the success of project objectives

project management plan inclusions:

budget

consultation strategies

internal and external communication processes and channels

key milestones

marketing strategies

objectives and outcomes

personnel

priorities and key milestones

quality assurance process

reporting requirements

responsibilities of project personnel and stakeholders

risk management and contingency plans

safety initiatives

selection or tendering process

sponsors

stages

sustainability considerations

timeframes

for the retail sector and organisation:

role of various project management personnel and stakeholders in the management of projects

reporting hierarchy

administrative structures

risk, regulatory and sustainability issues for project management and particularly those related to:

financial management

human resource management

physical resource management

range of potential stakeholders in a retail project:

community agencies

customers

funding bodies

government departments or statutory authorities

industry associations

internal personnel

media

regulatory authorities

sponsors

suppliers

budgets and financial planning and monitoring.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated retail work environment.

Assessment must ensure access to:

information and communications technology currently used to manage projects

physical and financial resources to support the project

a project team for whom the individual is a leader

project stakeholders with whom the individual can interact; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMGT005 Lead the development of business opportunities

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to identify, analyse and implement programs that will provide opportunities for business growth.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions and strategic planning.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Management and Leadership

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify new business opportunities.	1.1.Review existing operations to identify and analyse new business opportunities. 1.2.Research business trends relevant to the organisation to identify new business opportunities. 1.3.Identify and evaluate opportunities and threats from internal and external environments. 1.4.Consult with stakeholders and customers to seek input into business opportunities. 1.5.Determine organisational capacity to respond to identified opportunities and select opportunities to peruse.
2. Develop a business development plan.	2.1.Prepare feasibility studies and reports that assess viability, profitability and sustainability of development opportunities. 2.2.Analyse risks associated with initiatives and ensure compliance with legislative and regulatory requirements. 2.3.Develop and document a business development plan outlining priorities, responsibilities, performance indicators, timelines and budgets. 2.4.Communicate plans to relevant personnel and seek required approval. 2.5.Test business development initiatives for acceptance in the market place. 2.6.Prioritise potential business development opportunities for action.
3. Implement business development plan.	3.1.Communicate the business develop plan to relevant stakeholders and personnel. 3.2.Allocate resources to support the delivery of business development opportunities. 3.3.Oversee the roll-out of marketing and communication processes to target markets launching new business initiatives.
4. Evaluate impact of business development plans.	4.1.Monitor and evaluate new business initiatives against desired outcomes and performance indicators. 4.2.Review business development plans in line with changing organisational and business requirements.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Writing skills to:	prepare complex business documents.
Numeracy skills to:	analyse financial viability of new opportunities.
Problem solving skills to:	exercise judgement and decision making when selecting opportunities for business development.
Initiative and enterprise skills to:	apply lateral and creative thinking to the development of new opportunities.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMGT005 Lead the development of business opportunities

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

identify business opportunities and develop a business development plan for the implementation of one identified opportunity by:

researching and analysing internal and external business environments to determine opportunities for business development

determining feasibility of and risks associated with business development opportunities

developing business plan that details:

priorities

responsibilities

performance indicators

timelines

budgets

evaluating the above plan against performance indicators and report on impact and effectiveness.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

techniques for:

identifying and analysing business opportunities

determining feasibility of business development opportunities

evaluating business development plans

formats of business development plans

internal and external environments and their role in determining business opportunities

risks associated with business development opportunities and strategies to minimise risks

budgeting and financial planning procedures

business development opportunities and trends in the relevant industry.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

sources of information on internal and external operating environments

stakeholders with whom the individual can interact; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMKT001 Support marketing and promotional activities

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to support the implementation of marking and promotional activities.

It applies to individuals working in frontline sales roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-requisite Unit

Nil

Competency Field

Marketing

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Confirm promotional and marketing activities.	1.1.Access information regarding upcoming marketing and promotional activities including objectives, resourcing and timing. 1.2.Confirm own role and responsibilities in supporting marketing and promotional activities and seek clarification as required.
2. Communicate promotional and marketing activities.	2.1.Communicate details of marketing and promotional programs to team members and customers as required. 2.2.Promote marketing and promotional activities to customers providing accurate information and details. 2.3.Respond to customer enquiries regarding marketing and promotional activities and refer complex enquiries to relevant personnel.
3. Support marketing and promotional programs.	3.1.Access and display marketing and promotional signage and materials as required. 3.2.Maintain marketing and promotional signage and materials. 3.3.Act on opportunities to enhance outcomes of marketing and promotional activities. 3.4.Ensure adequate resourcing to achieve marketing and promotional objectives. 3.5.Refer marketing and promotional issues to relevant personnel as required.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMKT001 Support marketing and promotional activities

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

support the implementation of one marketing or promotional activity by:

accessing organisational marketing plan and determining activity requirements and own responsibilities

displaying and maintaining activity resourcing and materials

communicating activities to customers.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for the implementation of marketing and promotional activities as relevant to own role

promotional and marketing resourcing

techniques for supporting the achievement of marketing and promotional objectives

techniques for communicating and promoting marketing and promotional activities to customers.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures for the implementation of marketing and promotional activities as relevant to own role

marketing or promotional plans.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMKT002 Use social media to engage customers

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to manage the use of social media platforms to interact with customers and promote products and services.

It applies to individuals working in customer service management roles in a diverse range of industry sectors and business contexts that have a social media presence. They operate independently with some responsibility for decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Marketing

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare to use social media.	1.1.Review organisational social media requirements and policies and procedures. 1.2.Research various social media platforms, and identify and compare their audience, functionality and reach. 1.3.Research emerging trends in social media platform use. 1.4.Select social media platforms that meet brand needs and reach target customer. 1.5.Source information and content from internal and external sources for use on social media platforms 1.6.Develop content in line with target audience, brand cultures and social media requirements as required. 1.7.Source or create a social media calendar.
2. Use social media to enhance customer engagement.	2.1.Create opportunities to attract and promote user-generated content. 2.2.Respond to customers in a timely manner, directing them to relevant information as required. 2.3.Identify potential brand damage, and take action to prevent escalation. 2.4.Promptly respond to customer complaints and issues according to social media policies and procedures. 2.5.Adhere to legal and ethical practices for social media use.
3. Promote products and services.	3.1.Identify social media marketing opportunities and curate and post content to promote products and services. 3.2.Use social media to promote special offers, events and promotions as required. 3.3.Post content according to social media policies and procedures.
4. Review social media use.	4.1.Track social media activity using monitoring tools. 4.2.Identify opportunities to improve customer experience, and recommend to relevant personnel. 4.3.Update the look and feel of the social media account to maximise effectiveness. 4.4.Report on social media engagement and reach to relevant personnel.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret technical terminology relevant to the use of social media platforms.
Writing skills to:	use correct spelling and grammar in social media posts.
Technology skills to:	upload images, text files, PDF files, audio files, video files and link associated files import and export software functions conduct online research for appropriate content compare social media platform functionality.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMKT002 Use social media to engage customers

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research four social media platforms and select two platforms for use, appropriate to business needs and target customer

use the above two social media platforms to engage the customer by:

curating and posting written and visual content appropriate to the target customer

promote one organisational marketing activity

respond to two of the following types of customer social media posts:

customer reviews

user generated content

questions

complaints

troll

review effectiveness of social media platform across a one month period by:

reporting on social media activity

making at least one recommendation for continuous improvement of social media use.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for social media use

rules and regulations and terms of use of specific social media platforms:

privacy

spamming

copyright

creative commons

social media trends:

trending platforms

consumer behaviour

trending content

various social media platforms:

demographic of primary users

key features and uses

integration into business activity

useability

privacy and security features

costs

legal and ethical practices for use of social media:

responsible use of platforms

responsible marketing practices

fair competition guidelines

duty of care

bullying and harassment policy

types of social media users and their impacts:

troll

angry customer

misguided customer

unhappy customer

complimentary customers

brand advocates

techniques for:

marketing the business using social media platforms:

promoting products

promoting special events

creating brand awareness

responding to customer posts on social media:

customer reviews

user generated content

questions

complaints

troll

social media tools, and their use, for:

monitoring

scheduling social media content

capturing engagement and reach data

commercial impact of social media platform both favourable and unfavourable:

importance of consumer reviews and user generated content

value of building a community of advocates on a social media platform

types of crisis issues or conflicts that can arise on social media locally, nationally and internationally

sources and types of social media content:

product information

images and photos

links to other websites

videos

text and graphics

current trends

Internet.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for social media use

legal and ethical use of social media

social media content calendar that details:

key events and promotions

milestones and relevant dates

content for release

files for use across social media platforms:

image files

text files

PDF files

audio files

video files

link associated files

computer or mobile device with Internet access

social media monitoring tools

social media platforms

customer postings on social media platforms

assessment activities that allow the individual to work with commercial speed, timing and productivity.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMKT003 Manage promotional activities

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to implement, manage and monitor promotional activities and determine effectiveness of promotional activities.

It applies to individuals working in promotions management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Marketing

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Implement promotional activity.	1.1.Obtain and review promotional brief from relevant personnel and seek clarification as required. 1.2.Identify internal and external factors that may impact on success of promotional activities and take opportunities to limit or enhance impact. 1.3.Develop promotional objectives in consultation with relevant personnel. 1.4.Review organisational promotional guidelines and arrange required resources. 1.5.Review competitor promotional activity as required. 1.6.Share details of the promotion with team members, and assign relevant tasks and responsibilities.
2. Monitor promotional activity.	2.1.Conduct checks to verify promotional guidelines are being followed. 2.2.Check promotional items for correct display of information, pricing and labelling as required. 2.3.Consult with team members and customers to gain feedback on promotional activity and communicate findings to relevant personnel.
3. Review promotional activity.	3.1.Access and assess sales results for the promotional period. 3.2.Report on promotional activity results and document impact of the promotional activity on sales results.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Writing skills to:	document promotional activity findings and results.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMKT003 Manage promotional activities

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access a promotions brief and develop promotion objectives for one of the following promotional activities:

launch of new product or service

promotion of seasonal event

promotion of sales event

coordinate and monitor the above promotional activity across one promotional period

review activities against objectives by:

assessing impact on sales

reporting on promotion activity outcomes and impacts.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for promotional activities

commercial law and legislation relevant to promotional activities

organisational promotional guidelines

promotional briefs and their role in marketing activities

techniques for managing and coordinating promotional activities

internal and external factors that impact on success of promotional activities including:

economic

social

technological

environmental

competition

strategies for improving success of retail promotions

promotional planning processes:

setting objectives

allocation of responsibilities

resources

documentation

monitoring systems

methods for measuring the success of promotional activities.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

promotional activities

relevant documentation:

sales results for the specified promotional period

promotional brief

organisational policies and procedures for promotional activities

organisational promotional guidelines

relevant commercial law and legislation regarding promotional activities.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMKT004 Undertake digital marketing activities

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to follow a digital marketing plan to undertake and review online marketing activities.

It applies to individuals working in digital marketing roles in a diverse range of industry sectors and business contexts that undertake digital marketing activities. They operate independently with some responsibility for decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Marketing

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Research market information.	1.1.Conduct research using appropriate sources to gather background market information and to determine customer preferences. 1.2.Identify emerging trends in digital marketing and how they can be utilised by the organisation. 1.3.Report research findings in accordance with organisational policies and procedures.
2. Undertake digital marketing activities.	2.1.Source and review organisational digital marketing plan and relevant procedures. 2.2.Implement digital marketing plan and key digital marketing activities. 2.3.Ensure digital marketing activities comply with organisational policies and procedures and legal and ethical practices for digital marketing. 2.4.Use online tools to enhance outcomes of digital marketing activities 2.5.Monitor digital marketing activities, and recommend amendments to digital marketing plan to relevant personnel.
3. Review digital marketing activities.	3.1.Measure and record outcomes of digital marketing activities. 3.2.Review digital marketing activities against expected outcomes. 3.3.Prepare report of digital marketing outcomes and communicate to relevant personnel.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	evaluate and interpret digital marketing analytics.
Technology skills to:	use digital marketing tools generate digital marketing reports.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMKT004 Undertake digital marketing activities

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

use the following market testing tools to determine and report on the preferences of a target customer:

the trial of products and services online

A/B testing or multi variate

implement a digital marketing plan by:

creating search engine optimisation

creating cost effective targeted advertising

creating cost effective display advertisements that generate sales

preparing and distributing marketing emails

amending website to influence customer engagement and maximise sales

monitor and review outcomes of digital marketing activities across for one month and report on results.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for digital marketing

key aspects of legal and ethical practices related to digital marketing:

responsible marketing practices

duty of care

rules and regulations and terms of use of specific digital marketing tools:

privacy

spamming

copyright

digital marketing:

industry trends

customer responses

types

reach and impacts

copy and design elements that communicate desired image, features and benefits of products or services, and suit characteristics of chosen media

strategies for:

search engine optimisation

targeted digital advertising

email marketing

digital marketing tools and their application in digital marketing activities:

generate customer loyalty

track path to purchase

optimise search engine results

influence customer engagement.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

internet

an editable retail website

digital marketing testing and monitoring tools

relevant documentation:

organisational digital marketing plan

legal and ethical practices for use of digital marketing

digital marketing organisational policies and procedures

digital marketing analytics.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMKT005 Develop a marketing strategy

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to analyse the operating environment and use results to develop, implement and review a marketing strategy.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions and strategic planning.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Marketing

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Analyse internal environment.	1.1.Review existing organisational marketing strategy and current organisational direction and objectives. 1.2.Identify and analyse information on current and past marketing strategies and their outcomes. 1.3.Consult with stakeholders on current and future marketing direction of the organisation and seek their input.
2. Analyse the external environment.	2.1.Research current marketing trends and determine trends relevant to organisational objectives and strategic marketing direction. 2.2.Identify and analyse information on expected market growth or decline, and associated risk factors. 2.3.Identify and analyse legal, ethical and sustainability requirements and potential business impacts.
3. Develop marketing strategy and plan.	3.1.Identify and analyse marketing opportunities based on internal and external analysis. 3.2.Develop marketing strategies that are consistent with direction and objectives of the organisation. 3.3.Develop strategies in consultation with key stakeholders, integrating legal, ethical and sustainability considerations. 3.4.Develop and document a marketing plan outlining priorities, responsibilities, performance indicators, timelines and budgets. 3.5.Communicate marketing strategy and plans to relevant personnel and seek required approval.
4. Implement marketing plan.	4.1.Implement and monitor marketing activities according to marketing plan. 4.2.Produce marketing reports according to organisational policy. 4.3.Share information on marketing activities with relevant personnel to maintain awareness of current organisational focus.
5. Review marketing plan.	5.1.Evaluate marketing activities against performance indicators to determine effectiveness of strategy and plan. 5.2.Make adjustments to marketing strategy and plan based on findings. 5.3.Communicate and implement agreed changes.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	research complex and potentially unfamiliar business and marketing information.
Writing skills to:	prepare marketing plans and reporting.
Initiative and enterprise skills to:	set strategies that best that achieve desired outcomes within a given market context and timeframe.
Teamwork skills to:	foster cooperation between individuals and teams.
Planning and organising skills to:	coordinate complex planning and implementation processes.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMKT005 Develop a marketing strategy

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

determine a marketing strategy and develop a marketing plan for a product or service by:

researching and analysing internal and external business environments relevant to the product or service

developing and implementing a marketing plan that details:

priorities

responsibilities

performance indicators

timelines

budgets.

evaluate the above marketing strategy and plan against performance indicators and report on overall effectiveness of marketing strategy.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

aspects of legal issues that impact on marketing activities:

Australian Consumer Law

copyright and intellectual property considerations

the Privacy Act 1988

specific issues arising from use of new technologies

data collection tools and research methodologies as relevant to strategic marketing planning

marketing planning techniques and formats and key features of a marketing plan

internal and external issues that impact on market planning relevant to industry

internal capabilities and resource considerations as relevant to marketing strategy and planning

comparative market information relevant to marketing strategies:

benchmarking

best practice information

competitor information

industry marketing and distribution networks in the relevant context

new and innovative marketing strategies in the relevant industry

marketing performance indicators:

exposure achieved

sales achieved

penetration of target market

cost-effectiveness

recommendations for strategic responses based on evaluation.

ethical considerations for marketing:

appropriate use of images and text

codes of practice

protection of children

targeting of particular groups in the community

sustainability considerations, opportunities and constraints for marketing in the relevant context, and those related to:

cultural and social sustainability

economic sustainability of marketing initiatives

resource conservation and waste minimisation.

Assessment Conditions

Skills must be demonstrated in an operational business operation or activity. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

current documentation outlining aspects of legal issues that impact on marketing activities as described in the Knowledge Evidence

product or service for which market planning can be undertaken

existing organisational marketing strategy and plans

sources of information on internal and external operating environments

stakeholders with whom the individual can interact; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMKT006 Develop a social media strategy

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to plan and evaluate the use of social media. It requires the ability to determine suitable social media platforms, plan appropriate use and evaluate the effectiveness of social media activity.

This unit applies to individuals working in a diverse range of sectors and business contexts. They operate independently, under limited supervision from others, and are responsible for making a range of operational decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Marketing

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine social media requirements.	1.1. Review organisational strategic objectives and determine objectives and priorities for social media use. 1.2. Source and analyse information about the target market, its social media use, behaviours and preferred platforms. 1.3. Identify and analyse emerging trends in social media platform use. 1.4. Review and compare social media platforms and select those that meet organisational and target market needs. 1.5. Identify opportunities for social media integration with existing systems and procedures. 1.6. Identify opportunities to maximise business exposure through social media activity. 1.7. Determine opportunities for building brand awareness and an online community through social media use.
2. Develop social media policies and procedures.	2.1. Establish scope of social media policies and procedures based on planned social media activity. 2.2. Establish guidelines for social media engagement and content use. 2.3. Develop issue and crisis management guidelines and appropriate responses. 2.4. Integrate legal and ethical considerations into social media policies and procedures. 2.5. Ensure policies and procedures are customer-focused and align with organisational marketing plan and strategy.
3. Develop social media strategy.	3.1. Determine strategies for social media content development, customer engagement and customer service. 3.2. Develop and document a social media action plan detailing key responsibilities, resourcing requirements and timeframes. 3.3. Prepare a social media calendar documenting planned social media activity in line with marketing strategy and promotional activities. 3.4. Establish key performance indicators and evaluation criteria for measuring success of social media activity. 3.5. Establish methods for tracking and analysing social media engagement, activity and reach. 3.6. Ensure social media strategy aligns with organisational objectives and customer service standards.
4. Monitor social media use.	4.1. Communicate social media strategy, action plan, calendar and policies and procedures with relevant personnel. 4.2. Monitor social media issues and crisis management and take required action to ensure impacts are minimised and occurrence of future issues or crisis are minimised. 4.3. Ensure tracking of social media engagement, activity and reach. 4.4. Monitor posting of social media content and ensure alignment with social media strategy, policies and procedures.
5. Review social media performance.	5.1. Analyse captured data to determine social media engagement, activity and reach. 5.2. Evaluate social media activity against strategy and use performance indicators to evaluate success of social media use. 5.3. Identify opportunities for future improvements in social media use and modify strategy and plans accordingly.

Foundation Skills

FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret social media technical and key terminology interpret complex and potentially unfamiliar information sources related to social media use
Numeracy skills to:	interpret and analyse social media activity reports.
Technology skills to:	use technologies and devices that support social media platforms.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMKT006 Develop a social media strategy

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research and compare at least three different social media platforms for organisational use and select platforms that best meet organisational social media requirements

for each platform identify:

key features

benefits

limitations

functionality

target audience and key users

terms of use

develop organisational policies and procedures for social media use detailing:

appropriate use of social media

appropriate content use and posting

complaints handling and crisis management

meeting legal and ethical responsibilities

privacy and security

develop a social media strategy for execution over a three-month period that details:

calendar of activities

resourcing requirements

content strategy

engagement strategy

activity and engagement tracking

key performance indicators and evaluation criteria

monitor and review social media data to review social media performance over a one month-period and make recommendations for future improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical considerations as relevant to social media use:

Australian Consumer Law

copyright

privacy

codes of practice

data and personal security

trends in social media use and role in:

consumer engagement and feedback

generating sales

promotions and marketing

branding

social media platforms:

key features

benefits

limitations

functionality

target audience and key users

terms of use

key contents of organisational social media policies and procedures:

appropriate use of social media

appropriate content use and posting

complaints handling and crisis management

meeting legal and ethical responsibilities

privacy and security

techniques for achieving the following through social media use:

customer engagement

brand awareness

brand advocacy

increased sales

improved reach

role and benefits of user-generated content

role and key inclusions of a social media strategy:

calendar of activities

resourcing requirements

content strategy

engagement strategy

activity and engagement tracking

key performance indicators and evaluation criteria

action plan

tools and methods for tracking social media activity

types of social media issues and crisis:

potential impact

management strategies.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry workplace.

Assessment must ensure use of:

information technology hardware and software

online information systems

social media platforms

social media usage and activity reports.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXMKT007 Develop a digital marketing plan

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to research, plan, implement and evaluate digital marketing activities.

This unit applies to individuals working in a diverse range of sectors and business contexts. They operate independently, under limited supervision from others, and are responsible for making a range of operational decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Marketing

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine digital marketing requirements.	1.1. Determine organisational objectives and priorities for digital marketing activity. 1.2. Confirm available budget for digital marketing activity. 1.3. Review information on current and past digital marketing activities and their effectiveness. 1.4. Segment the online market and define target market. 1.5. Research target market and identify suitable digital marketing activities. 1.6. Identify internal and external factors impacting digital marketing activities. 1.7. Research trends and best practice in digital marketing, tools and software available.
2. Develop digital marketing plan.	2.1. Confirm and document digital marketing objectives that are consistent with organisational objectives and priorities. 2.2. Determine digital marketing activities to drive targeted traffic to site and generate sales. 2.3. Document a digital marketing action plan that details key activities, resources and timeframes. 2.4. Establish performance indicators and evaluation criteria for measuring impact of digital marketing activities. 2.5. Integrate legal and ethical requirements and considerations into planning. 2.6. Ensure digital marketing plan aligns with organisational objectives, current marketing strategy and budget. 2.7. Seek required approval for digital marketing plan.
3. Monitor digital marketing activity.	3.1. Communicate digital marketing plan, responsibilities and expectations to relevant personnel. 3.2. Oversee digital marketing activity and respond to issues as they arise. 3.3. Monitor digital marketing content and ensure alignment with digital marketing plans and objectives. 3.4. Track customer traffic and conversion rates to identify trends in customer and digital marketing activity.
4. Review digital marketing activities.	4.1. Review trends in customer traffic and conversion rates to determine impact of digital marketing activities. 4.2. Calculate return on investment for any paid digital marketing activities. 4.3. Identify and evaluate new and emerging digital marketing trends and technologies and consider their use for improved marketing outcomes. 4.4. Make recommendations for improvements in digital marketing based on review.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXMKT007 Develop a digital marketing plan

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

determine the digital marketing requirements of one organisation and develop a digital marketing plan, to be executed over one sales or promotional period, detailing:

digital marketing channels

priorities

key activities

responsibilities

performance indicators

tracking

timelines

budgets

review digital marketing activity across one sales or promotional period to:

determine effectiveness of activities

make recommendations for improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical requirements and considerations as relevant to digital marketing:

Australian Consumer Law

copyright

privacy

codes of practice

current digital marketing trends and technologies

customer behaviours and psychology as related to digital marketing

traditional and non-traditional digital marketing types and channels:

search engine optimisation

search engine marketing

online advertising

email

video

blogging

social media

affiliate marketing

impressions

remarketing

the above list of marketing types and channels and their:

benefits

limitations

application and use

internal and external operating factors impacting digital marketing

techniques for market segmentation and its application to digital marketing

techniques and tools for achieving the following through digital marketing activities:

increased customer traffic

increased engagement:

existing customers

new customers

disengaged customers

sales generation

consistency in content

consistency with marketing strategy

digital marketing planning techniques and formats, and key features of a digital marketing plan

performance indicators for measuring impact of digital marketing activities

tools and methods for tracking digital marketing activity.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

current information on digital marketing types and channels

digital marketing monitoring tools.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXPDK001 Advise on products and services

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop product and service knowledge and provide information to customers.

This unit applies to individuals working in frontline customer service and sales roles in a diverse range of industry and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Product Knowledge

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop product and service knowledge.	1.1.Identify and access sources of information on products and services. 1.2.Interpret information about availability, features and benefits of products and services. 1.3.Compare products and services based on product information. 1.4.Identify and use opportunities to update knowledge for the product and service range.
2. Respond to customer requests.	2.1.Answer customer questions about products and services with current and accurate information. 2.2.Use questions to clarify customer information needs. 2.3.Explain product and service details using clear communication. 2.4.Source additional information when answer to customer request is unknown or refer to relevant colleagues.
3. Enhance information provided.	3.1.Identify situations where additional information may assist the customer. 3.2.Advise on alternative products or services that may meet customer needs when requested item is not available. 3.3.Recommend complementary products, specials, new lines and promotions to customers according to their needs.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	interpret pricing information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXPDK001 Advise on products and services

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret sources of information on four different products or services

respond to four different customer inquiries for product or service information that individually or cumulatively require provision of information on all of the following:

features and benefits

price

alternative products or services

complementary products or services.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

interactions with customers

product or service pricing

basic key aspects of legislation that impact provision of information for the product or service range:

Australian Consumer Law

product or service specific legislation

interpersonal communication techniques:

active listening and questioning

communication methods which convey information clearly and concisely

product and service information for the product or service range:

features and benefits

price

care and handling of products

availability

storage requirements, shelf life and use by date

warranties

ingredients or materials contained in product

origins

alternative products and services

complementary products and services.

Assessment Conditions

Skills must be demonstrated in a services industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

a product or service range

sources of product information

relevant documentation:

current plain English regulatory documents distributed by government regulators outlining factors that impact provision of information for the product or service range

price lists

organisational policies and procedures relevant to product and service advice

customers; these can be:

customers in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXPDK002 Advise on food products and services

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop product and service knowledge and provide information to customers about fresh food and food products, including convenience foods.

This unit applies to individuals working in frontline customer service and sales roles in a diverse range of industry and business contexts that sell food products. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Product Knowledge

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop food product and service knowledge.	1.1.Identify and access sources of information on organisational food products and services, and relevant handling and storage requirements. 1.2.Interpret information about availability and features of food products and services. 1.3.Share information with team members as required. 1.4.Identify and use opportunities to update knowledge for the food product and service range.
2. Respond to customer requests.	2.1.Answer customer questions about food products and services with current and accurate information. 2.2.Use questions to clarify customer information needs. 2.3.Explain product and service details using clear communication. 2.4.Source additional information when answer to customer request is unknown or refer to relevant colleagues.
3. Enhance information provided.	3.1.Identify situations where additional information may assist the customer. 3.2.Advise on alternative products or services that may meet customer needs when requested item is not available 3.3.Recommend complementary products, specials, new lines and seasonal promotions to customers.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	interpret pricing information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXPDK002 Advise on food products and services

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information on four different food products or services

respond to four different customer inquiries for food product or service information that individually or cumulatively require provision of information on all of the following:

features and benefits

price

nutritional value

label interpretation

handling and storage for perishable items

alternative products or services

complementary products or services.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this:

organisational policies and procedures for:

interactions with customers

product or service pricing

product service quality (from suppliers and to customers)

basic key aspects of legislation that impact provision of information and sale of the food product or service range:

Australian Consumer Law

food safety legislation

organisational food safety program as it relates to the provision of information and sale of food products

interpersonal communication techniques:

active listening and questioning

communication methods which convey information clearly and concisely

different types and forms of food products and their features

different types of food services offered in a retail context, and their features

product and service information for the food product and service range:

availability

characteristics and benefits, including basic nutritional information

origins

seasonality of fresh produce

shelf-life and use-by date

food product labelling and how to interpret

price

handling and storage requirements for perishable items

alternative products and services

complementary products and services.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated retail work environment.

Assessment must ensure access to:

food stock or food services

sources of product information

documentation:

current plain English regulatory documents distributed by government regulators outlining basic aspects of legislation that impact provision of information and sale of the food

organisational policies and procedures

pricing information

customer order forms

customers; these can be:

customers in a retail industry workplace who interact with the individual during the assessment process

individuals who participate in role plays or simulated activities set up for the purpose of assessment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXPDK003 Advise on health and nutritional products and services

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop product and service knowledge and provide information to customers about health and nutritional products and services.

This unit applies to individuals working in frontline customer service and sales roles in a diverse range of industry and business contexts that sell food products. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures. These individuals only provide product and service information and are not equipped to provide health care or nutritional advice.

No licensing, legislative or certificate requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Product Knowledge

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop product knowledge.	1.1.Identify and access sources of information on organisational health, and nutritional products and services range. 1.2.Interpret information about availability and features of health and nutritional products and services. 1.3.Identify and use opportunities to update knowledge for the food product and service range.
2. Recommend health and nutritional products.	2.1.Use product knowledge to provide information to customers on available products and services. 2.2.Communicate product information and sources additional information as required. 2.3.Promote specials and new lines to customers according to organisational policies and procedures. 2.4.Recommend complementary products to clients to increase sales.
3. Advise on health and nutritional services.	3.1.Advise customers on health and nutritional services according to organisational policies and procedures. 3.2.Advise customers on store range of products, services and complementary therapy consultant services where applicable. 3.3.Question customers to determine their needs and suggest solutions available from service range.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Oral communication skills to:	ask questions to identify and confirm requirement.
Numeracy skills to:	interpret pricing information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXPDK003 Advise on health and nutritional products and services

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret information on four different health and nutritional products and services

respond to four different customer inquiries for health and nutritional information that individually or cumulatively require provision of information on all of the following:

key features and benefits of health and nutritional product range

key features and benefits of health and nutrition services offered

product and service pricing

storage requirements and shelf life

complementary products or services.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit organisational policies and procedures for:

organisational policies and procedures for:

interactions with customers

product or service pricing

product service quality (from suppliers and to customers)

basic key aspects of relevant industry codes of practice relevant to the sale of health and nutritional products and services :

advertising (Therapeutic Goods Administration)

stock procurement and stock dispensing

Complementary Healthcare Council of Australia (CHC) guidelines

organisational health and nutritional product and service ranges:

benefits

use

key features.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated retail work environment.

Assessment must ensure access to:

a range of health and nutritional products and services

sources of health and nutritional product and service information

relevant documentation:

organisational policies and procedures relevant to provision of advice on health and nutritional products and services

pricing information

customers; these can be:

customers in a retail industry workplace who interact with the individual during the assessment process

individuals who participate in role plays, or simulated activities set up for the purpose of assessment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXRSK001 Identify and respond to security risks

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to identify security risks related to customers, team members, merchandise and money, and take appropriate action, within scope of job role, to eliminate or minimise those risks.

It applies to individuals at all levels working in frontline roles in a diverse range of industry sectors and business contexts.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Risk Management and Security

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify potential security risks.	1.1.Identify potential risks to merchandise, cash and non-cash, and take swift action to prevent escalation of security risk in line with organisational procedures. 1.2.Identify potential risks to safety of customers, self or team members, and take swift action to prevent escalation of security risk in line with organisational procedures. 1.3.Remain vigilant and alert to potential security risks, and follow organisational policies and procedures to minimise security risks. 1.4.Maintain security of merchandise, cash and non-cash according to organisational procedures.
2. Respond to security breaches.	2.1.Identify security breaches and respond in line with organisational policies and procedures. 2.2.Recognise security breaches outside of scope responsibility and promptly refer to relevant personnel. 2.3.Prioritise personal safety when responding to security breaches.
3. Report on security issues.	3.1.Report suspicious behaviour to relevant personnel. 3.2.Report faulty security equipment to relevant personnel. 3.3.Report on security breaches and ongoing security risks in line with organisational policies and procedures.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Writing skills to:	complete basic written reports regarding security breaches.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXRSK001 Identify and respond to security risks

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational policies and procedures to demonstrate the appropriate response, within scope of job role, to four of the following security issues:

faulty security equipment

suspicious customer behaviour

suspicious team member behaviour

breaches of cash handling security procedures

breaches of merchandise movement security procedures

theft of cash

theft of merchandise

armed robbery

individual posing threat to personal safety

identify potential security risks within the workplace and determine appropriate measures to eliminate the risk.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

use of security equipment

suspicious customer behaviour

suspicious team member behaviour

armed robbery

cash and non-cash security

merchandise security

theft

responding to security breaches

reporting security risks and breaches

surveillance of merchandise

personal security

common security risks within the retail workplace and techniques to:

identify risk

minimise risk

impacts of security breaches on individuals and organisation:

emotional distress

financial loss

commercial loss.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures relevant to security as listed in the Knowledge Evidence

customers and team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment

assessment activities that allow the individual to work with commercial speed and timing.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXRSK002 Maintain store security

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to maintain store security in a retail environment.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Risk Management and Security

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Monitor and maintain store security.	1.1.Implement organisational policies and procedures to ensure store security is maintained. 1.2.Monitor and review security procedures continually and act on opportunities to improve store security. 1.3.Maintain security of merchandise, cash, points of sale and keys. 1.4.Ensure store security equipment is used and in correct working order. 1.5.Report matters impacting store security to relevant personnel. 1.6.Document breaches of security as required.
2. Facilitate security awareness.	2.1.Inform team members of organisational policies and procedures for security. 2.2.Provide team members with feedback on their implementation or non-implementation of security procedures. 2.3.Provide team members with ongoing supervision and training to facilitate security awareness.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXRSK002 Maintain store security

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

maintain store security over three different work shifts by:

monitoring adherence to organisational security policies and procedures

responding to two occurrences of non-adherence to security policies and procedures

communicating security policies and procedures to one team member

ensuring security equipment is utilised and in correct working order

reporting on opportunities for improved store security.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

use of security equipment

suspicious customer behaviour

suspicious team member behaviour

armed robbery

cash and non-cash security

merchandise security

theft

responding to security breaches

reporting security risks and breeches

surveillance of merchandise

personal security

general store security

team members’ security training

security for opening and closing premises

reporting problems and faults

security of visitors, sales representatives, contractors and vendors

security risks likely to endanger customers or team members

legislation as relevant to store security and own level of responsibility:

privacy laws

Australian Consumer Law

reporting procedures

impacts of security breaches on individuals and organisation:

emotional distress

financial loss

commercial impacts

common security risks within the retail workplace and techniques to:

identify risk

minimise risk

types of store alarms and security systems used in industry.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant equipment:

alarm systems

surveillance equipment

point-of-sale equipment

communication equipment

relevant documentation:

current plain English regulatory documents distributed by government regulators legislation as relevant to store security and own level of responsibility as listed in Knowledge Evidence

organisational policies and procedures as listed in the Knowledge Evidence

customers and team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXRSK003 Manage risk in the retail environment

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to manage risks across a retail organisation, department or function. This includes establishing the risk context, assessing and treating risks.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions and risk management.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Risk Management and Security

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Establish risk context.	1.1.Review organisational policies and procedures for undertaking risk management activities. 1.2.Review strengths and weaknesses of existing risk management arrangements. 1.3.Determine scope for risk management, and document critical success factors in managing risks.
2. Identify risks.	2.1.Consult with relevant internal and external stakeholders to assist in identification of risks. 2.2.Research internal and external risks that may apply to risk scope. 2.3.Systematically analyse information to decide on appropriate risk management treatments. 2.4.Document identified risks according to organisational procedures.
3. Assess risks.	3.1.Assess and document likelihood of identified risks occurring. 3.2.Assess and document impact or consequences if identified risks occur. 3.3.Evaluate, prioritise and document identified risks for management.
4. Treat risks.	4.1.Consult with relevant internal and external stakeholders on risks and risk management. 4.2.Determine and select most appropriate options for managing assessed risks. 4.3.Document a risk management plan according to organisational procedures. 4.4.Implement and monitor the risk management plan, amending plan as required. 4.5.Monitor implementation of risk management activities.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	gather, interpret and analyse textual information from sources to identify information relevant to risk management in retail.
Writing skills to:	document risk management analysis and assessment priorities and processes.
Oral communication skills to:	consult multiple stakeholders using questioning and listening to elicit opinions, and to confirm and clarify comprehension.
Initiative and enterprise skills to:	highlight retail specific risks that exist within the external market place.
Planning and organising skills to:	sequence and schedule routine and complex risk treatment activities.
Technology skills to:	use digital technologies and systems to access information, document plans and communicate with others.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXRSK003 Manage risk in the retail environment

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

identify and analyse one internal and one external risk for one of the following:

retail organisation

retail department

retail function

develop and implement a risk management plan for the management of one of the above identified risks, covering:

an assessment of potential impact of the risk

action to be taken to mitigate and treat the risk

review and document outcomes of the risk management plan.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures relevant to:

identifying risks

assessing risks

treating risks

risk management plans

sources of information to establish risks

regulation and compliance relevant to risk management in the retail industry

ISO 31000 - Risk management

risk identification methods:

scenario based

objective based

internal audit

environmental scanning

risk treatment options:

avoidance

reduction

sharing

retention

commercial impact of risk management both favourable and unfavourable:

reputation

fines

business closure

health risk

team morale

absenteeism

retail risks:

global risks

political

economic

social

legal

technological

consumer markets and behavioural change

regulation and compliance

cost control

brand image

supply chain and sourcing

commercial real estate

competition

security

safety.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

relevant legislation, regulations, standards and codes

organisational policies and procedures relevant to risk management as listed in the Knowledge Evidence

existing risk management plan

internal and external stakeholders with whom to consult; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXSLS001 Sell to the retail customer

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to deliver quality customer service and sell to retail customers. It requires the ability to determine customer needs, match products and services to their needs, and facilitate a sale.

This unit applies to all retail sectors and business sizes from large format stores to small independents. It applies to retail personnel at all levels who play a role in engaging with customers with the purpose of selling.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Sales

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Establish customer needs.	1.1.Connect with the customer within designated response times and establish rapport. 1.2.Use questioning and active listening to facilitate effective two-way communication. 1.3.Observe and determine appropriate level of interaction based on customer verbal and non-verbal cues. 1.4.Determine and clarify customer preferences, needs and expectations.
2. Provide advice on products and services.	2.1.Use product and service knowledge to tailor options to specific customer needs, and offer alternatives when product is unavailable. 2.2.Clearly explain and promote product and service features and benefits where relevant. 2.3.Advise on promotional events where relevant. 2.4.Provide additional information to address customer questions and objections. 2.5.Offer comparisons to competitor product or service range as required. 2.6.Collaborate with the customer to determine product or service option most suited to their needs. 2.7.Take opportunities to upsell and cross sell products and services that enhance customer request and maximise profitability of sale.
3. Facilitate the sale of products and services.	3.1.Select and use appropriate techniques to close sale. 3.2.Direct the customer to designated point-of-sale and process sale, as required, according to organisational procedures. 3.3.Farewell customer on leaving, and invite to return. 3.4.Provide any required after sales service according to organisational procedures.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:	interpret: detailed in-house and supplier product information documents plain English documents that outline organisational customer service policy and procedures.
Numeracy skills to:	interpret basic fee information from in-house documents and complete basic pricing calculations.
Problem-solving skills to:	respond to customer objections and provide appropriate solutions to satisfy customer needs.
Technology skills to:	use technologies equipped with search functionality and information systems to source product and service information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXSLS001 Sell to the retail customer

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

interact with four different retail customers to initiate and close the sale of different retail products or services

demonstrate the following during the above customer interactions:

appropriate communication

establishment and clarification of customer needs, wants and expectations

product and/or service knowledge

appropriate sales approach to sell benefits and features of products and/or services

overcome objections and close sales

upsell and/or cross sell additional products and/or services that complement the sale

promotion of customer loyalty and repeat sales.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

appropriate body language for customer service

basic principles of positive customer service and sales

open and closed questioning techniques related to the sale of product and services

verbal and non-verbal cues indicating customer understanding of information

techniques for effective communication with customers of diverse backgrounds:

cultural diversity

special needs

sales techniques:

opening techniques

recognising buying signals

strategies to focus customer on specific products and services

selling add-ons and complementary products

overcoming customer objections

closing techniques

primary components of consumer protection laws that relate to selling products and services, especially organisational responsibility for supplying products and services as described or substituting suitable products and services when unable

primary components of privacy law, and actions that retail business must take to protect privacy of customer information

for the specific retail sector:

professional service standards and protocols for retail industry personnel

attitudes and attributes expected by the retail industry to work with customers

different customer service needs and expectations

for the particular retail organisation:

product and service knowledge:

product and service range offering

product specifications, features and benefits

designated response times for providing customer service

customer service procedures including recording of and storing customer details.

Assessment Conditions

Skills must be demonstrated in a retail environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for:

customer service

sale of products and services

resolving customer complaints

collection and storage of customer details

organisational product information and price lists

supplier brochures, information sheets and price lists

promotional activity information

current plain English regulatory documents distributed by government regulators for:

consumer protection law

privacy law

customers with whom the individual can interact to sell products and services; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

assessment activities that allow the individual to:

work within commercial speed, timing and productivity

manage tasks and contingencies in the context of the job role.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXSLS002 Follow point-of-sale procedures

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to follow point-of-sale work systems, process transactions and complete sales.

It applies to individuals working in frontline operational roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Sales

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Follow point of sale work systems.	1.1.Open and close point-of-sale terminal at designated times and according to organisational procedures. 1.2.Clear point-of-sale terminal and transfer cash. 1.3.Handle cash according to organisational policies and procedures. 1.4.Maintain supplies of change at agreed levels in point-of-sale terminal to agreed levels. 1.5.Maintain adequate supplies of consumables.
2. Process point-of-sale transactions.	2.1.Identify transaction type and required procedure to be followed. 2.2.Correctly interpret sale price information. 2.3.Make accurate calculations for pricing and collection of payment. 2.4.Enter accurate sale information into point-of-sale equipment. 2.5.Confirm price to customer and check customer payment against sale value. 2.6.Provide correct change for cash payments. 2.7.Identify transaction errors, follow procedures for resolution and complete accurate records.
3. Complete sales.	3.1.Generate and complete documentation associated with the sale. 3.2.Confirm and process any purchase follow up activities. 3.3.Acknowledge and thank customer in line with organisational policy.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Numeracy skills to:	interpret numerical information from various sources and calculate accurately with or without the use of a calculator. measure or estimate quantities to calculate costs. calculate percentage discounts.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXSLS002 Follow point-of-sale procedures

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow procedures for set up, maintenance and close of point-of-sale area/terminal on three different occasions

perform three point-of-sale transactions for each of the following:

cash sales

non-cash sales

perform three point-of-sale transactions for each of the following:

refunds

exchanges

make six accurate financial calculations relating to product pricing that individually or cumulatively involve:

multiple products

products of varying prices

products with percentage discounts

follow procedures to complete four sales that require post purchase activity.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

exchanges

refunds

lay-by

basic key aspects of legislation that impact point-of-sale activities:

Australian Consumer Law

features of products sold by the organisation

functions and procedures for operating point-of-sale equipment:

opening and closing

clearance of terminal and transference of tender

recording takings

consumables required by system

security

cash handling procedures:

counting cash

handling cash floats

change required, denominations of change and tendering change

security

procedures for non-cash transactions:

credit cards

EFTPOS

vouchers

types of purchase follow up activities and associated organisational policies and procedures:

placing of orders

delivery

issuing of invoices

issuing of receipts

wrapping and packing.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational policies and procedures for point-of-sale activities

current plain English regulatory documents distributed by government regulators outlining key aspects of legislation that impact point-of-sale activities as listed in the Knowledge Evidence

point-of-sale equipment and consumables

financial transaction documentation for non-cash sales

cash

assessment activities that allow the individual to work with commercial speed, timing and productivity.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXSLS003 Achieve sales results

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to drive the sales of products and services, and create a sales environment, to meet sales targets.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Sales

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify sales targets.	1.1.Access and review sales targets. 1.2.Ensure sales targets are achievable and allow customer service standards to be maintained. 1.3.Review internal and external factors that may affect sales achievement and take measures to reduce impact. 1.4.Review past sales performance to inform achievement of sales targets. 1.5.Determine sales strategies for achieving sales targets.
2. Create a sales environment.	2.1.Set and communicate team and individual sales targets. 2.2.Ensure availability of adequate resources to achieve sales targets. 2.3.Support team to achieve sales targets and provide feedback on performance. 2.4.Resolve or limit operational issues that hinder sales target achievement.
3. Review sales targets.	3.1.Monitor achievement of sales targets, and provide feedback to team for ongoing improvement. 3.2.Take corrective action when sales targets are not met. 3.3.Report on sales target achievement in line with organisational reporting procedures.

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXSLS003 Achieve sales results

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

monitor sales performance against sales targets over a designated organisational sales period by:

reviewing sales targets and determining strategies for achievement

communicating sales targets to team members

responding to the following situations:

sales targets consistently not achieved

sales targets achieved

internal factors impacting on sales

external factors impacting on sales.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

customer service

sales process

internal factors impacting on sales:

lack of resources

stock issues

team lacking sales skills

external factors impacting on sales:

competitor activity

operating environmental impacts

strategies for:

interpreting sales targets

achieving sales targets

corrective action for response to poor performance

sales processes and how they are used to achieve sales targets

required action to improve sales when the following problems occur:

operational issues

lack of resources

stock issues

competitor activity.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for sales process and customer service standards

sales targets

records of previous sales

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXSLS004 Drive sales results

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop and implement a plan to drive sales results in a retail marketplace.

This unit applies to senior personnel working in a diverse range of industry sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions and the achievement of sales results.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Sales

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Review current operations.	1.1.Analyse external retail market place to determine factors impacting sales. 1.2.Obtain and review organisational sales strategy. 1.3.Review current sales targets and performance and contributing factors that impact sales. 1.4.Obtain feedback from existing customers on current product and service offerings. 1.5.Analyse information to inform plans to drive sales.
2. Develop a plan to drive sales.	2.1.Identify potential customer traffic generators to attract new customers. 2.2.Determine how to retain and develop repeat business from existing customers. 2.3.Consult relevant stakeholders for input into sales plan. 2.4.Develop a plan to grow sales from new and existing customers.
3. Implement and monitor sales plan.	3.1.Communicate plan to relevant personnel delegating key responsibilities. 3.2.Schedule activities and resources to drive sales. 3.3.Undertake planned sales activities and support sales teams in creating a selling environment. 3.4.Monitor plan against targets and adjust as required.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	gather, interpret and analyse textual information from sources to identify information relevant to retail sales management.
Writing skills to:	prepare effective written communications to multiple stakeholders in line with organisational procedures.
Oral communication skills to:	consult multiple stakeholders using questioning and listening to elicit opinions, and to confirm and clarify comprehension.
Numeracy skills to:	assess sales results and use numerical data to inform plans.
Technology skills to:	use digital technologies and systems to access information, document plans and communicate with others.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXSLS004 Drive sales results

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

develop and implement a plan to retail drive sales that includes:

comprehensive overview of current operations:

sales process and selling environment

average spend and conversion rates

stock levels in relation to customer demand

customer feedback

trends in consumer behaviour

competitor activity

economic activity

organisational sales targets

traffic generators for new customers

tactics to retain existing customers

tactics to increase average spend and conversion rates

monitor and review sales results against a sales plan for one sales period and identify areas for improved sales performance.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key elements and features of a sales plan

internal factors impacting on sales

external factors impacting sales in the retail environment:

trends in consumer behaviour

competitor activity

economic activity

role of customer feedback in growing sales

customer traffic generators

techniques for growing sales within the retail environment for:

new customers

existing customers

increasing average spend and conversion rates

marketing activities and their role in sales:

promotions

social media campaigns

advertising campaigns.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant business technology with internet capability

organisational documentation:

sales strategy

sales performance records

sales targets

sources of customer feedback.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXSLS005 Plan to trade internationally

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to sell products within an international marketplace. It requires the ability to review international markets, understand trading requirements and plan trade within suitable marketplaces.

This unit applies to senior personnel working in a diverse range of sectors and business contexts. They operate independently and are responsible for making a range of operational business decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Sales

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Research international markets.	1.1. Identify international marketplaces for potential expansion based on customer sales and target market information. 1.2. Identify regulatory and compliance requirements of international marketplaces. 1.3. Assess logistical requirements associated with trade in international marketplaces. 1.4. Research and evaluate key features of marketplaces to determine suitability and viability for business expansion. 1.5. Confirm international markets for expansion based on research findings.
2. Plan international expansion.	2.1. Plan compliance with local laws, taxes and customs related to chosen marketplace. 2.2. Identify logistics and fulfilment requirements and determine feasible solutions. 2.3. Plan localised digital marketing strategies for promotional and marketing activity within chosen marketplace. 2.4. Implement ecommerce platform modifications required to facilitate international trade including currency conversion and language translations. 2.5. Select suitable payment solutions that facilitate international trade. 2.6. Identify changes required to product packaging and pricing based on marketplace requirements. 2.7. Identify potential risks and issues related to international trade and document contingency plans to prevent or minimise impact. 2.8. Complete security risk analysis to determine security requirements for protection of organisational and customer information and data. 2.9. Determine performance indicators for monitoring and reviewing performance in chosen market.

Foundation Skills

FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret complex foreign trade terms, agreements and requirements.
Numeracy skills to:	analyse numerical information and calculate costs associated with international trade undertake currency conversions.
Technology skills to:	use digital technologies and systems to access and document information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXSLS005 Plan to trade internationally

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research one international marketplace and analyse the following information to determine suitability for expansion:

cultural and social environment

customer profile and preferences

marketplace features

competitive environment

growth potential

financial considerations:

currency and exchange rates

payment infrastructures, preferences and systems

taxes and tax laws

logistics and fulfilment considerations

legal and regulatory compliance requirements

ethical considerations

trade agreements

risks versus opportunities

customs clearance

use the above findings to document a plan for expansion into one international marketplace detailing:

platform and systems requirements:

payment

security

risks and contingency plans

marketing and promotional plans

supply chain and logistics

product and pricing adjustments

performance indicators

resourcing requirements:

internal

third party

timelines.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

major international marketplaces for trade outside of Australia

key considerations when planning entry into international marketplace:

cultural and social environment

customer profile and preferences

marketplace features

competitive environment

growth potential

financial considerations:

currency and exchange rates

payment infrastructures, preferences and systems

taxes and tax laws:

sales tax

import duties

transactional taxes

hidden costs

logistics and fulfilment considerations

legal and regulatory compliance requirements

ethical considerations

trade agreements

risks versus opportunities

customs clearance

suitability of products to local customer demand

strategies for developing customer trust, reputation and credibility

primary local language

local marketing and promotional strategies

supply chain and logistics for international trade:

product tracking

third-party logistic providers

fulfilment options

associated costs

delivery timeframes

customs and quarantine

shipping tax

third-party service providers relevant to international trade

international distribution:

laws

service providers, both domestic and international

supply logistics

packaging and labelling requirements

competitive pricing strategy for international markets

techniques to analyse international marketplaces and determine viability of trading within the marketplace

common risks associated with international trade and appropriate contingency strategies

tools for monitoring sales and performance in international markets.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

information technology hardware and software

online information systems.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXSTR001 Develop an ecommerce strategy

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop an ecommerce strategy for the online sale of products or services. It requires the ability to determine organisational ecommerce needs, develop a strategy and evaluate its effectiveness.

This unit applies to individuals working in a diverse range of businesses that operate online to sell products and services. They operate independently, under limited supervision from others, and are responsible for making a range of operational decisions.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Strategy

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Determine ecommerce requirements.	1.1. Determine organisational objectives and priorities for ecommerce operations. 1.2. Consult with key personnel on current and future direction of the organisation and seek input into ecommerce strategy development. 1.3. Identify ecommerce resourcing and budget availability. 1.4. Review past ecommerce performance data to inform strategy development. 1.5. Analyse internal and external operating environment, including competitive landscape, to inform strategy development. 1.6. Research trends in ecommerce and use findings to influence strategy development. 1.7. Research and analyse ecommerce technologies and solutions that meet organisational objectives and resourcing availability. 1.8. Seek input from, relevant personnel to inform ecommerce strategy.
2. Develop ecommerce strategy.	2.1. Select ecommerce operating platform that best meets organisational and budgetary requirements and confirm technical feasibility. 2.2. Identify opportunities for the integration of existing systems and procedures and incorporate into strategy development. 2.3. Plan content strategy to inform the development of digital content across digital platforms and create consistency with non-digital content use. 2.4. Identify inventory logistics requirements and incorporate into strategy planning. 2.5. Research, identify and select suitable payment solutions for integration into ecommerce operations. 2.6. Complete security risk analysis to determine security requirements for protection of organisational and customer information and data. 2.7. Identify potential risks and issues in ecommerce operations and document contingency plans accordingly. 2.8. Establish key performance indicators and develop evaluation criteria. 2.9. Establish data collection and analysis needs and required analytical tools. 2.10. Determine flexibility of strategy and ensure strategy can react to environmental and technological changes. 2.11. Develop and document an action plan detailing key activities, responsibilities and timeframes. 2.12. Obtain input from relevant personnel and make adjustments to strategy based on feedback received. 2.13. Finalise ecommerce strategy and gain approval as required.
3. Review ecommerce strategy.	3.1. Evaluate ecommerce performance against targets to determine any changes required. 3.2. Continuously evaluate effectiveness of ecommerce design and useability, and implement changes based on data-supported analysis and decisions.

Foundation Skills

FOUNDATION SKILLS
Foundation skills essential to performance in this unit, but not explicit in the performance criteria, are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret technical and complex ecommerce terminology.
Numeracy skills to:	use numerical information to evaluate the impacts of ecommerce strategy on performance.
Technology skills to:	use digital technologies and systems to access, document and communicate information.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXSTR001 Develop an ecommerce strategy

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

identify organisational ecommerce objectives and document an ecommerce strategy that details:

strategy for:

integration

content

inventory and logistics

security

payment

data collection and analytics

action plan:

key activities

responsibilities

timeframes

risk management and contingency planning

performance indicators and evaluation criteria

ecommerce technologies and solutions that meet organisational objectives:

features

functionality

cost

use evaluation criteria to review the performance of an ecommerce strategy and make recommendations for future improvements.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

key legal and ethical requirements and considerations as related to ecommerce strategy development:

Australian Consumer Law

copyright

privacy

codes of practice

security

purpose and key inclusions of an ecommerce strategy:

strategies for:

integration

content

inventory and logistics

security

payment

data collection and analytics

action plan

techniques for the following, as related to ecommerce strategy development:

risk management and contingency planning

developing performance indicators and evaluation criteria

optimising user experience

current trends in ecommerce related to:

payment

security

platforms

performance and user experience

integration

content

inventory and logistics

data collection and analysis

types of ecommerce platforms and solutions:

features

benefits

limitations

functionality

cost

key stakeholders involved in ecommerce strategy development and their role

common outsourcing as related to ecommerce

ecommerce architecture and how to achieve integration to create a total ecommerce solution.

Assessment Conditions

Skills must be demonstrated in a service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

ecommerce monitoring tools

ecommerce performance data

organisational ecommerce objectives.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume Implementation Guides - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXTAD001 Train others in frontline tasks

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to provide informal on-the-job training to frontline team members.

It applies to individuals working in frontline roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Training and Development

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify training needs.	1.1.Identify training needs of team member based on performance and organisational requirements. 1.2.Determine opportunities for on-the-job training and plan time and resources to conduct training. 1.3.Refer identified training needs outside of own level of responsibility to relevant personnel.
2. Conduct on-the-job training.	2.1.Select appropriate training methods relevant to the training needs. 2.2.Follow organisational training plan and guidelines as required. 2.3.Demonstrate task in sequence providing clear instruction and basic steps for task completion. 2.4.Provide opportunities for team members to ask questions; provide answers and additional information as required. 2.5.Observe team member practise the task under supervision, and provide guidance as required.
3. Review team member performance.	3.1.Question team member during performance to verify capacity to correctly complete task. 3.2.Observe team member carry out task unassisted to determine if further training is required. 3.3.Provide constructive feedback on task performance.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Problem-solving skills to:	modify approach to training based on trainee verification of task requirements and ability to undertake task.
Teamwork skills to:	offer positive encouragement throughout the completion of training.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXTAD001 Train others in frontline tasks

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational policies and procedures for task completion to provide on-the-job training for two different team members involving two different routine frontline tasks

for the above on-the-job training sessions:

identify training requirements of the trainee

demonstrate and communicate task requirements

observe trainee completing task and offer guidance and encouragement

evaluate trainee performance and provide feedback

communicate organisation requirements for task completion:

expected standards

expected timeframes

relevant policies and procedures.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for task completion

basic principles of on-the-job training:

listening to trainee

observing and evaluating trainee competency

providing feedback

techniques for informal on-the-job training:

communication

guidance and feedback

training methods:

demonstration

shadowing

explanation

questioning

common learning styles and techniques for catering for various learning styles.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures for task completion

organisational expected standards and timeframes for task completion.

team members in need of on-the-job training; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXTAD002 Develop the retail frontline

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to assess and develop the skills level of frontline team members.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Training and Development

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Evaluate skills of team members.	1.1.Identify desired skill level based on organisational and industry standards. 1.2.Obtain feedback from others regarding current skill level of team and individual team members. 1.3.Observe team member capacity to complete required tasks. 1.4.Define gap between desired and current skill level of team and individuals.
2. Provide development opportunities.	2.1.Determine appropriate modes of training and training opportunities for addressing skill gaps. 2.2.Create development plan to address identified skills gaps in consultation with relevant team members. 2.3.Facilitate development opportunities for team and individual team members.
3. Review learning effectiveness.	3.1.Obtain feedback from team members on learning outcomes and effectiveness of training. 3.2.Observe developed skills in order to measure improved productivity. 3.3.Facilitate sharing of individual acquired skills with the team.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret information from organisational and industry skills standards to inform development planning.
Learning skills to:	investigate strategies to develop team members' skill levels.
Teamwork skills to:	identify, evaluate, select and offer development opportunities suitable to a variety of personal learning styles.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXTAD002 Develop the retail frontline

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

compare current skill level, against organisational performance standards, to identify and confirm the training requirements of:

one team member

one team

for the above training requirements create a development plan that covers:

training objectives

an action plan

modes of training and training delivery

review development of team members to evaluate effectiveness of the above training

communicate developments with team members.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on industry and organisational skills requirements:

position descriptions

organisational procedures relevant to job role

industry standards and codes of practice relevant to job role

techniques for:

analysing performance and training needs

seeking and obtaining feedback on training needs

completing a competency gap analysis

creating a development plan

key components of a development plan:

training objectives

an action plan

modes of training:

direct feedback

on-the-training

coaching

formal training

group sessions

individual sessions

development opportunities:

formal learning events

incidental learning

coaching

mentoring

networking

job rotation

action learning projects.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation for:

industry and organisational skills requirements:

position descriptions

organisational procedures relevant to job role

industry standards and codes of practice relevant to job role

team members in need of development; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXTAD003 Coach others for success

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to identify coaching needs and provide coaching to team members for improved performance.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for development of others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Training and Development

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Identify coaching needs.	1.1.Identify coaching opportunities to improve team member’s skills and knowledge levels. 1.2.Organise suitable time and place for coaching that is supportive and conducive to learning. 1.3.Agree on coaching format and communicate before coaching takes place.
2. Provide coaching to team members.	2.1.Explain the purpose of coaching to team member. 2.2.Explain and demonstrate specific skills or processes to be focus of coaching. 2.3.Communicate required knowledge and check team member’s understanding. 2.4.Discuss behaviours associated with the task or processes. 2.5.Provide opportunities for team member to practise new skills and ask questions.
3. Follow up on coaching experience.	3.1.Assess trainee ability to apply newly learnt skills and knowledge. 3.2.Review goals with trainee, provide feedback in a supportive manner, and adjusted as necessary. 3.3.Monitor progress of team members and provide ongoing support. 3.4.Identify performance difficulties and rectify or refer to appropriate personnel for follow up.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Oral communication skills to:	use active listening and open questioning techniques to confirm trainee understanding of information provided during coaching experience.
Initiative and enterprise skills to:	identify difficulties experienced by the trainee throughout coaching experience and adjust approaches to coaching accordingly.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXTAD003 Coach others for success

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

identify the coaching needs of three different team members

plan for, and conduct one coaching session for the above team members

demonstrate the following in each of the above coaching sessions:

application of key coaching principles

evaluation of trainee performance

provision of feedback to team member

clear communication and demonstration of required tasks.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

communication techniques suitable to a coaching context

objectives and scope of coaching

application and benefits of coaching

key coaching principles:

explanation

questioning

listening to trainee

observing and evaluating trainee competency

providing feedback

workplace environments required to support effective coaching sessions

learning styles and techniques for adapting coaching to suit various learning styles.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

team members in need of coaching; this can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXWHS001 Work safely

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to follow organisational policies and procedures for safe work practice.

This unit applies to individuals working under direct supervision in a diverse range of industry sectors and business contexts.

No occupational licensing, certification or other legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Work Health and Safety

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Follow safety procedures.	1.1.Follow workplace procedures for safe work practice. 1.2.Follow safety instructions from supervisors, managers and workplace safety signage, and observe other risk control measures. 1.3.Promptly report unsafe work practices, incidents and accidents.
2. Follow emergency procedures.	2.1.Recognise emergency and potential emergency situations, and follow procedures. 2.2.Follow procedures for reporting of emergency incidents.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret workplace safety signs, and emergency evacuation plans.
Oral communication skills to:	ask questions and actively listen to clarify health and safety information and instructions.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXWHS001 Work safely

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational work health and safety procedures in day-to-day work activities on three different occasions

demonstrate appropriate response to one emergency situation

report one workplace health and safety event.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic key aspects of the relevant state or territory Occupational Health and Safety (OHS) or Work Health and Safety (WHS) legislation as it impacts individual workers:

worker responsibilities

ramifications of failure to observe OHS or WHS legislation and organisational policies and procedures

industry, organisational and job role:

workplace hazards and associated risks

work health and safety policies and procedures for:

working safely with equipment and hazardous substances

safe manual handling

use of personal protective equipment

bullying and harassment

communication and reporting

responding to emergencies

evacuations.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

equipment and material requirement by the job role

organisational work health and safety policies and procedures.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXWHS002 Contribute to workplace health and safety

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to follow organisational policies and procedures for safe work practice.

This unit applies to individuals working at all levels in a diverse range of industry sectors and business contexts.

The unit incorporates the requirement for all employees under state and territory Work Health and Safety (WHS) legislation, to participate in the management of their own health and safety, that of their colleagues and anyone else in the workplace.

No occupational licensing, certification or other legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Work Health and Safety

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Act safely in the workplace.	1.1.Follow workplace procedures for safe work practice. 1.2.Follow safety instructions from supervisors, managers and workplace safety signage, and observe other risk control measures. 1.3.Use personal protective equipment and safe manual handling techniques to protect self as required. 1.4.Work safely around dangerous goods and substances. 1.5.Identify and remove safety hazards, and report all workplace hazards as they arise. 1.6.Promptly report unsafe work practices, incidents and accidents.
2. Follow emergency procedures.	2.1.Recognise emergency and potential emergency situations, and follow procedures. 2.2.Follow procedures for reporting of emergency incidents.
3. Participate in workplace health and safety practices.	3.1.Participate in workplace health and safety consultation processes according to organisation procedures. 3.2.Report work health and safety issues and concerns as they arise. 3.3.Contribute suggestions to improve workplace health and safety.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret workplace safety signs, and emergency evacuation plans.
Oral communication skills to:	ask open and closed questions and actively listen to clarify health and safety information and instructions.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXWHS002 Contribute to workplace health and safety

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational work health and safety procedures in day-to-day work activities on three different occasions

demonstrate appropriate response to three of the following situations:

emergency

evacuation

workplace incident

bullying or harassment

follow procedures for reporting of one work health and safety incident

apply correct manual handling techniques during two workplace activities requiring manual handling

participate in two work health and safety consultation activities.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

basic aspects of the relevant state or territory Occupational Health and Safety (OHS) or Work Health and Safety (WHS) legislation as it impacts individual workers:

responsibilities of persons conducting a business or undertaking or employer

worker responsibilities to participate in work health and safety practices

worker responsibility to ensure safety of self, other workers and other people in the workplace

ramifications of failure to observe OHS or WHS legislation and organisational policies and procedures

industry and organisational:

workplace hazards and associated health and safety risks

work health and safety policies and procedures for:

communication and consultation

responding to emergencies

hazard identification, reporting and risk assessment

risk and hazard control measures

dangerous incident and injury reporting

working safely with equipment and hazardous substances

safe manual handling

use of personal protective equipment

bullying and harassment

evacuations

reporting incidents and emergencies

safe work practices for individual job roles

impact of poor safety compliance including:

injury, illness and death

pain and suffering

psychological impact

low workplace morale

absenteeism

poor productivity

poor industry and organisational reputation

compensation costs.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

organisational work health and safety policies and procedures

current plain English regulatory documents distributed by government regulators outlining key aspects of consumer protection laws relevant state or territory occupational health and safety (OHS) or work health and safety (WHS) legislation as it impacts individual workers as listed in Knowledge Evidence

reporting documentation for:

accidents

incidents

emergencies

hazard identification and reporting

individuals with whom to interact during consultation processes; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment

assessment activities that allow the individual to work with commercial speed and timing productivity.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRXWHS003 Maintain workplace safety

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to ensure organisational policies and procedures and legislative requirements are adhered to in the workplace by monitoring and coordinating workplace health and safety practices.

It applies to individuals working in frontline management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures.

This unit incorporates the requirement, under state and territory Work Health and Safety (WHS) legislation, for businesses to take a systematic approach to managing the safety of their workers and anyone else in the workplace.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

SIRXWHS002 Contribute to workplace health and safety

Competency Field

Work Health and Safety

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Facilitate team awareness of work health and safety.	1.1.Communicate relevant work health and safety legislation, and organisational policies and procedures to team members. 1.2.Make all current work health and safety information readily accessible to staff. 1.3.Demonstrate adherence to work health and safety to reinforce information. 1.4.Regularly provide team members with information on identified hazards and risk control procedures
2. Involve team members in work health and safety matters.	2.1.Provide opportunities for team members to consult and contribute to work health and safety issues and practices. 2.2.Resolve issues raised by team members promptly or refer to relevant personnel.
3. Maintain a safe work environment.	3.1.Monitor team adherence to work health and safety requirements, and arrange work health and safety training as required. 3.2.Implement organisational policies and procedures for identifying, preventing and reporting potential hazards. 3.3.Take prompt action to address non-compliance with procedures and safe work practices. 3.4.Investigate unsafe or hazardous events, identify causes, and report inadequacies in risk control measures or resource allocation for risk control to relevant personnel.
4. Maintain work health and safety records.	4.1.Complete and maintain work health and safety records according to organisational policies and procedures and legislative requirements. 4.2.Use information from records to identify hazards and monitor risk control procedures. 4.3.Provide feedback to relevant personnel on workplace health and safety and areas for improvement.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret unfamiliar and complex materials describing regulatory requirements for work health and safety management and organisational policies and procedures.
Writing skills to:	report on work health and safety practices, including recommendations for change and complete accurate records for regulatory compliance.
Oral communication skills to:	conduct sometimes complex work health and safety consultation activities explain all work health and safety procedures and information on safe work practices.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

Assessment Requirements for SIRXWHS003 Maintain workplace safety

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

implement and monitor adherence to workplace health and safety requirements across three different work periods by:

identifying non-compliance and tasking appropriate action

providing feedback to team members relevant to work health and safety

coordinating a work health and safety consultative processes

monitor the effectiveness of the work health and safety procedures:

required adjustments

team member training needs

demonstrating correct procedure for applying work health and safety to a work activity

follow organisational policies and procedures to conduct a work health and safety investigation of one unsafe situation or hazardous event

complete all required documentation and reporting for the above work health and safety situation or event.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

manual handling and safe lifting

emergency procedures including fire, flood and cyclone

unsafe or hazardous goods

handling and storage

waste disposal

bomb threat procedures

store evacuation

accidents, sickness and injury

dangerous customers

recall and contamination

relevant Work Health and Safety (WHS) legislation and codes of practice

hierarchy of risk control

use of personal protective equipment

location of nearest first aid assistant or facility

manual handling and safe lifting techniques

possible fire and safety hazards

communication techniques to clearly communicate work health and safety information

reporting procedures for incidents and hazards

use of safety alarms, fire extinguishers and emergency exits.

Assessment Conditions

Skills must be demonstrated in:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant work health and safety equipment

relevant documentation:

Work Health and Safety (WHS) legislation

organisational policies and procedures for work health and safety

incident reporting forms

WHS records

team members; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SITHFAB002 Provide responsible service of alcohol

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to responsibly sell or serve alcohol.

Responsible practices must be undertaken wherever alcohol is sold or served, including where alcohol samples are served during on-site product tastings. This unit, therefore, applies to any workplace where alcohol is sold or served, including all types of hospitality venues, packaged liquor outlets and wineries, breweries and distilleries.

The unit applies to all levels of sales personnel involved in the sale, service and promotional service of alcohol in licensed premises. Those selling or serving alcohol may include food and beverage attendants; packaged liquor sales persons selling in person, over the phone or online; winery, brewery and distillery cellar door staff; and supplier sales representatives. The unit also applies to security staff who monitor customer behaviour and to the licensee who is ultimately responsible for responsible service of alcohol (RSA) management.

The unit incorporates the knowledge requirements, under state and territory liquor licensing law, for employees engaged in the sale or service of alcohol.

Certification requirements differ across states and territories. In some cases all people involved in the sale, service and promotional service of alcohol in licensed premises must be certified in this unit. This can include the licensee and security staff.

This unit covers the RSA skill and knowledge requirements common to all States and Territories. Some legislative requirements and knowledge will differ across borders. In some cases after completion of this unit, state and territory liquor authorities require candidates to complete a bridging course to address these specific differences.

Those developing training to support this unit must consult the relevant state or territory liquor licensing authority to determine any accreditation arrangements for courses, trainers and assessors.

Pre-requisite Unit

Nil

Competency Field

Food and Beverage

Unit Sector

Hospitality

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Sell or serve alcohol responsibly.	1.1.Sell or serve alcohol according to provisions of relevant state or territory legislation, licensing requirements and responsible service of alcohol principles. 1.2.Where appropriate, request and obtain acceptable proof of age prior to sale or service. 1.3.Provide accurate information to customers on alcoholic beverages according to organisation or house policy and government legislation. 1.4.Assist customers with information on the range of non-alcoholic beverages available for purchase. 1.5.Identify issues related to the sale or service of alcohol to different types of customers, especially those at risk, and incorporate them into sales or service.
2. Assist customers to drink within appropriate limits.	2.1.Prepare and serve standard drinks or samples according to industry requirements and professional standards. 2.2.Use a professional manner to encourage customers to drink within appropriate limits. 2.3.Recognise erratic drinking patterns as an early sign of possible intoxication and take appropriate action. 2.4.Monitor emotional and physical state of customers for signs of intoxication and effects of illicit or other drug use. 2.5.Where appropriate, offer food and non-alcoholic beverages. 2.6.Decline requests for alcohol to be dispensed in a manner that is irresponsible and advise customers of the reasons for the refusal.
3. Assess alcohol affected customers and identify those to whom sale or service must be refused.	3.1.Assess intoxication levels of customers using appropriate methods. 3.2.When assessing intoxication, take into account factors that may affect individual responses to alcohol. 3.3.Identify customers to whom sale or service must be refused according to state and territory legislation.
4. Refuse to provide alcohol.	4.1.Refuse sale or service in a professional manner, state reasons for the refusal, and where appropriate point out signage. 4.2.Provide appropriate assistance to customers when refusing service. 4.3.Where appropriate, give customers a verbal warning and ask them to leave the premises according to organisational or house requirements, the specific situation, and provisions of state or territory legislation and regulations. 4.4.Use appropriate communication and conflict resolution skills to handle difficult situations. 4.5.Refer difficult situations beyond the scope of own responsibility to the appropriate person. 4.6.Promptly identify situations that pose a threat to the safety or security of colleagues, customers or property, and seek assistance from appropriate colleagues according to organisational policy.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	read at times complex information in: general regulatory and advisory information issued by local, or state and territory liquor licensing authorities in house policies and procedures specific provisions of relevant state or territory legislation and licensing requirements read a range of identification (ID) and proof of age documents, statutory signage, and warning signs and wording within in house policies and procedures.
Oral communication skills to:	provide complex information on responsible service of alcohol laws in a way that is easily understandable for customers speak firmly and clearly with intoxicated customers in a manner that de-escalates conflict.
Numeracy skills to:	measure and calculate standard drinks or samples determine customer’s age from date of birth on ID and proof of age documents.
Learning skills to:	source relevant information on laws, regulations and codes of practice or conduct relating to responsible service of alcohol and continuously update knowledge of changes in that information.
Teamwork skills to:	share customer information with team members to ensure proper responsible service of alcohol practices within the organisation.
Self-management skills to:	deal with hostile and uncooperative customers in a professional manner and in line with organisational procedures.

Unit Mapping Information

SITHFAB201 Provide responsible service of alcohol

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694

Assessment Requirements for SITHFAB002 Provide responsible service of alcohol

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

interpret the legal requirements for responsible sale or service of alcohol for the local state or territory law

document organisational policies and procedures that must be followed for the responsible sale or service of alcohol

identify at least three early indicators of intoxication and identify suitable intervention strategies to prevent intoxication

demonstrate procedure to refuse sale or service of alcohol and assist each of the following groups of intoxicated customers:

those in emotional or physical distress

those with no food consumption during extended service of alcohol

those who appear to be under the effect of illicit substances or other drugs

demonstrate organisational or house requirements and use effective communication and conflict-resolution skills when asking the following different intoxicated customers to leave the premises:

one compliant customer

one difficult customer refusing to leave.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

public interest reasons for implementing responsible service of alcohol (RSA) practices:

government and community concern with alcohol misuse and abuse

alcohol-impaired driving accidents, crime, public violence, family violence and anti social behaviour associated with alcohol abuse

ways of assessing intoxication:

observing changes in behaviour

observing emotional and physical state

monitoring noise levels and drink purchases

customers to whom sale or service must be refused according to state and territory legislation:

minors and those purchasing on behalf of minors

intoxicated persons

persons affected by the consumption of illicit and other drugs

impact of excessive drinking on:

local neighbourhood and community

the night-time economy

premises and staff

customers

particular types of customers who are at heightened risk:

Aboriginal and Torres Strait Islanders

minors

people affected by the consumption of illicit and other drugs

women, particularly pregnant women

young people

physical and mental health of individuals who drink to excess

productivity of individuals who drink to excess

those around the person drinking to excess:

family

friends

colleagues

government agencies:

local police

health facilities

road authorities

local councils

key agencies and how to source relevant information on laws, regulations and codes of practice or conduct

methods of supplying information on responsible sale or service of alcohol to customers:

use of fact sheets and advertising material that comply with legislative requirements

use of mandatory signage

verbally

websites

current promotional and strategic community education campaigns developed and conducted by agencies and industry groups

effects of alcohol on:

emotional state

health

physical alertness

factors that affect individual responses to alcohol:

food consumption

gender

general health

rate of consumption

other substances taken

weight

time for effects of alcohol to be registered

what constitutes a standard drink for different beverage types and acceptable measures of alcohol:

types and strengths of standard drinks

alcoholic percentages of a range of frequently sold alcoholic beverages

indicators of erratic drinking patterns:

mixing a wide range of drink types

drinking quickly and asking for more immediately

ordering more than one drink for own consumption

mixing alcohol consumption with consumption of prescription or illicit drugs

consistently returning to the tasting site to request more samples

ordering multiple samples

ordering large samples

ordering ‘triple shots’ or extra-large drinks

ways of assessing customers affected by the consumption of illicit and other drugs

communications methods used when refusing service:

using open and non-aggressive body language

using a number of strategies to defuse a situation:

taking the person away from an audience

blaming the refusal on ‘the law’

monitoring the reactions of other customers

picking early warning signs and intervening before the person is intoxicated

not using physical touch or body language

remaining calm and using tactful language

appropriate means of assistance to be offered when refusing service:

assisting the customer to connect with their designated driver

offering alternatives to alcohol:

food

non-alcoholic drinks

organising transport for customers wishing to leave

providing information on taxis

principles of responsible delivery of packaged liquor:

ensuring adequate instruction to person delivering liquor

seeking proof that the delivery is being received by a person over the age of 18

procedures for delivering alcohol to an unoccupied premises

principles of responsible service of alcohol, and their purpose and benefits

principles of harm minimisation and community safety described in the jurisdiction’s liquor legislation

strategies to minimise the harm associated with liquor abuse:

those laid down in legislation and codes of conduct developed by government agencies and industry groups

organisational policies that are designed to reduce the harm associated with liquor abuse

key provisions of liquor laws and regulations at a depth relevant to the scope of job responsibility in licensed premises and the following general requirements of liquor legislation and information that must be customised for each State or Territory:

legislative definition of intoxication; intoxicated person and unduly intoxicated

role of individual staff members and supervisors or managers in providing responsible service of alcohol, and seller or server duty of care and liability

requirement to adopt and use statutory signage on the premises for the entire range of circumstances applicable to the organisation

requirements for mandatory content of warning signs and wording in advertising or promotional material of any form

requirements relating to the remote sale and delivery of alcohol sales generated via the telephone, fax, email, internet or mail

requirements for proof of age and obligations to minors under local legislation

provisions for retaining and reporting falsified proof of age documents

provisions for requiring someone to leave the premises

transportation options for customers who have been removed from the premises

procedures for barring customers from premises

opening and closing hour provisions

requirements for monitoring noise and disturbances in and around licensed premises

requirements described by an in house policy, standard or code of practice or conduct for patrons and RSA staff in regard to responsible serving principles adopted by venue management

organisational training and training record keeping requirements to maintain currency in RSA certification

products that are banned or undesirable when responsibly selling or serving alcohol

personal and business implications of breaching any laws, regulations, government or industry-driven codes of practice or conduct

offences relating to the sale or service of alcohol and ramifications of non-compliance with the law and industry codes for the organisation, licensee and individual staff members

legal restrictions on alcohol use customised to state or territory legislation

intoxication provisions of liquor licensing laws

legal drink and drive limits customised to state or territory legislation

organisation specific policies and procedures for the responsible sale or service of alcohol.

Assessment Conditions

Skills must be demonstrated in an operational hospitality environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

measures used to serve standard drinks or samples

organisation specifications:

signage:

signs that comply with wording required by legislation

standard promotional signs issued by the relevant state or territory licensing authority

warning notices within any form of advertising

information and plain English fact sheets distributed by government regulators and industry bodies

contact information on taxis and available transport options for intoxicated customers

industry-realistic range of customers to whom alcohol is sold or served; these can be:

customers in an industry workplace during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:

have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694

SITXHRM002 Roster staff

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop, administer and communicate staff rosters. It requires the ability to plan rosters according to industrial provisions, operational efficiency requirements, and within wage budgets.

This unit applies to individuals responsible for developing staff rosters for situations involving potentially large numbers of staff working across a range of different service periods or shifts. It does not apply to small office environments.

It applies to senior personnel who operate independently or with limited guidance from others, including dedicated specialist staff or operational supervisors and managers.

The unit applies to all tourism, travel, hospitality and event sectors.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Human Resource Management

Unit Sector

Cross-Sector

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes.	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Develop staff rosters.	1.1.Develop rosters according to relevant industrial agreements and other considerations and wage budgets. 1.2.Maximise operational and customer service efficiency while minimising wage costs. 1.3.Combine duties where appropriate to ensure effective use of staff. 1.4.Roster teams with complementary skills mix to meet operational requirements. 1.5.Take account of social and cultural considerations and broader organisational policies that affect staff rosters. 1.6.Consult with colleagues to ensure input into rosters. 1.7.Use roster systems and equipment to administer rosters.
2. Present and communicate rosters.	2.1.Present rosters in required formats to ensure clarity of information according to organisational standards. 2.2.Communicate rosters to appropriate colleagues within designated timeframes.
3. Maintain rostering records.	3.1.Administer records of shift time completed by employees or contractors. 3.2.Maintain staff rostering records according to organisational procedures
4. Evaluate rosters.	4.1.Monitor effectiveness of rosters in consultation with colleagues. 4.2.Identify ways in which rosters and roster development processes may be improved and take appropriate action.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret documents outlining opening and closing times, operational hours, and expected customer traffic.
Writing skills to:	write potentially complex roster documentation.
Oral communication skills to:	ask colleagues questions to confirm their requirements listen, understand and interpret messages.
Numeracy skills to:	complete planning activities involving dates, times and staff ratios.
Problem-solving skills to:	re-work rosters in cases of staff illness.
Teamwork skills to:	consider staff requests and personal commitments when planning rosters.
Technology skills to:	use system capabilities and functions of rostering software programs.

Unit Mapping Information

SITXHRM401 Roster staff

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694

Assessment Requirements for SITXHRM002 Roster staff

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

prepare staff rosters that meet diverse operational requirements across three different roster periods

demonstrate the following when preparing each of the above staff rosters:

sufficient staff to ensure the delivery of required services within wage budget constraints

appropriate skills mix of the team

compliance with industrial provisions and organisational policy

completion of rosters within commercial and staff time constraints.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information on awards and other industrial provisions

industrial agreements and other considerations which impact the preparation of staffing rosters:

single or multiple awards and enterprise agreements

award provisions for:

leave

mandated breaks between shifts

maximum allowed shift hours

standard, overtime and penalty pay rates

overall number of hours allocated to different staff members

use of:

contractors and consideration of fees

permanent or casual staff

key elements of applicable awards and enterprise agreements:

leave provisions

mandated breaks between shifts

maximum allowed shift hours

standard, overtime and penalty pay rates

organisational policies which impact the preparation of staffing rosters:

sociocultural-friendly organisational initiatives

family-friendly workplace initiatives

leave for:

carers

compassionate reasons

illness or injury

jury service

long service

maternity or paternity

rehabilitation of injured workers

study

recreation

industry sector:

role of rosters and their importance in controlling staff costs

system capabilities and functions of rostering software programs

different formats for and inclusions of staff rosters

different methods used to communicate rosters, both electronic and paper-based

specific organisation:

social, cultural and skills mix of the team to be rostered

full details of human resource policies and procedures that cover leave provisions and socio-cultural issues

operational requirements of the business activity, department or event subject to rostering

wage budget for the business activity, department or event subject to rostering.

Assessment Conditions

Skills must be demonstrated in an operational tourism, travel, hospitality or events business operation or activity requiring staff rostering. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

computers, printers and rostering software programs

records of shift time and where relevant electronic equipment used by staff to log commencement and completion time of rostered duties

applicable industrial awards and enterprise agreements

operational information about the organisation or department subject to rostering

information about the cultural and skills mix of a team subject to rostering.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694

SIR Retail Services Training Package

Modification History

Not applicable.

Credit Arrangements

QUALIFICATION CODE	QUALIFICATION TITLE	CREDIT ARRANGEMENT DETAILS
At the time of endorsement of this Training Package no national credit arrangements exist.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

SIRSS00012 Community Pharmacy Dispensary

Modification History

Not applicable.

Description

A set of skills in community pharmacy dispensary.

Pathways Information

Achievement of these units provides credit towards SIR40116 Certificate IV in Community Pharmacy and SIR40216 Certificate IV in Community Pharmacy Dispensary.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRCDIS001	Assist customers with prescriptions
SIRCDIS003	Assist in dispensing prescriptions
SIRCDIS004	Assist in preparing dose administration aids
SIRCDIS006	Maintain dispensary stock
SIRCDIS007	Administer dispensary computer system and claims
SIRCIND002	Support the supply of Pharmacy Medicines and Pharmacist Only Medicines

Target Group

Dispensary assistants and technicians working in the dispensary area of community pharmacies.

Suggested words for Statement of Attainment

These units of competency from the SIR Retail Services Training Package provide a set of skills to work as a dispensary assistant or dispensary technician within a community pharmacy.

SIRSS00013 Community Pharmacy Management

Modification History

Not applicable.

Description

A set of skills to manage the operations of a community pharmacy.

Pathways Information

Achievement of these units provides credit towards SIR40116 Certificate IV in Community Pharmacy and SIR40216 Certificate IV in Community Pharmacy Dispensary

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRCCPM003	Lead and develop pharmacy teams
SIRCCPM004	Manage pharmacy sales and service delivery
SIRCCPM005	Manage pharmacy premises, equipment and merchandise
SIRCCPM006	Develop a pharmacy product and service range

Target Group

Pharmacy managers who manage the operations of a community pharmacy.

Suggested words for Statement of Attainment

These units of competency from the SIR Retail Services Training Package provide a set of skills to manage the operations of a community pharmacy.

SIRSS00014 Community Pharmacy Quality Implementation

Modification History

Not applicable.

Description

A set of skills to implement a community pharmacy quality system.

Pathways Information

Achievement of these units provides credit towards SIR40116 Certificate IV in Community Pharmacy.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
BSBMGT403	Implement continuous improvement
SIRCCPM002	Coordinate a pharmacy quality system
SIRCCPM003	Lead and develop pharmacy teams

Target Group

Senior pharmacy assistants who have responsibility for the implementation of the pharmacy quality system.

Suggested words for Statement of Attainment

These units of competency from the SIR Retail Services Training Package and BSB Business Services Training Package provide a set of skills to implement a community pharmacy quality system.

SIRSS00015 Online Retail Coordination

Modification History

Not applicable.

Description

A set of skills in online retail coordination.

Pathways Information

Achievement of these units may provide credit towards the SIR30216 Certificate III in Retail or the SIR40316 Certificate IV of Retail Management.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRXCEG006	Provide online customer service
SIRXECM001	Monitor and interpret online data analytics
SIRXECM002	Prepare digital content
SIRXMKT002	Use social media to engage customers

Target Group

Individuals working in an online retail environment and performing a range of basic fundamental and day-to-day operational tasks for the coordination of online retail activities.

Suggested words for Statement of Attainment

These units of competency from the SIR Retail Services Training Package provide a set of skills to perform basic tasks associated with the day to day operations of an online business.

SIRSS00016 Ecommerce Management

Modification History

Not applicable.

Description

A set of skills in Ecommerce Management.

Pathways Information

Achievement of these units may provide credit towards the SIR50116 Diploma of Retail Leadership.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRXCEG007	Develop online customer service standards
SIRXECM003	Design an ecommerce site
SIRXMKT006	Develop a social media strategy
SIRXMKT007	Develop a digital marketing plan
SIRXSTR001	Develop an ecommerce strategy

Target Group

Individuals managing the operations of an ecommerce site or online retail business.

Suggested words for Statement of Attainment

These units of competency from the SIR Retail Services Training Package provide a set of skills to manage ecommerce or online retail business activity.

SIRSS00017 Merchandise Management

Modification History

Not applicable.

Description

A set of skills in retail merchandise management.

Pathways Information

Achievement of these units may provide credit towards the SIR50317 Diploma of Retail Merchandise Management.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRRMRM002	Develop a merchandise strategy
SIRRMRM003	Conduct a post-trade analysis
SIRRMRM004	Develop a merchandise financial plan
SIRRMRM005	Develop a category financial plan
SIRRMRM006	Plan a merchandise product range

Target Group

Individuals working in merchandise management roles who undertake financial planning for the purchase of retail merchandise and activity to enhance ongoing merchandise performance.

Suggested words for Statement of Attainment

These units of competency from the SIR Retail Services Training Package provide a set of skills to undertake retail merchandise financial planning and management activity.

SIRSS00018 Understand the use of social media for business purposes

Modification History

Not applicable.

Description

A set of skills to identify the use of social media and other online platforms for business purposes, and to identify the ethical and professional standards required to use these platforms in an organisation or business.

This Skill Set is designed for use across industries.

Pathways Information

Achievement of these units provides credit towards any Training Package qualification containing any of the Skill Set units of competency.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRXOSM001	Identify and review social media and online platforms for organisational use
SIRXOSM002	Maintain ethical and professional standards when using social media and online platforms

Target Group

Self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

Suggested words for Statement of Attainment

These units of competency provide a set of skills to identify the uses of social media and other online platforms for business purposes, and to identify the ethical and professional standards required to use these platforms in an organisation or business.

SIRSS00019 Implement social media and online customer engagement

Modification History

Not applicable.

Description

A set of operational skills to implement the use of social media and other online platforms for business purposes, to maintain ethical and professional standards when using social media for an organisation or business, and to determine the effectiveness of tools in engaging customers.

This Skill Set is designed for use across industries.

Pathways Information

Achievement of these units provides credit towards any Training Package qualification containing any of the Skill Set units of competency.

Licensing/Regulatory Information

Self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

Skill Set Requirements

Unit code	Unit title
SIRXOSM001	Identify and review social media and online platforms for organisational use
SIRXOSM002	Maintain ethical and professional standards when using social media and online platforms
SIRXOSM003	Use social media and online tools
SIRXOSM004	Analyse performance of social media and online business tools

Target Group

Self-employed individuals, and owners and employees of any type of micro, small, medium or large organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

Suggested words for Statement of Attainment

These units of competency provide a set of operational skills to implement the use of social media and other online platforms for business purposes, to maintain ethical and professional standards when using social media for an organisation or business, and to determine the effectiveness of tools in engaging customers.

SIRSS00020 Manage and implement social media and online customer engagement

Modification History

Not applicable.

Description

A set of combined operational and management skills to develop strategies for and implement the use of social media and other online platforms for business purposes. Skills include those for maintaining ethical and professional standards when using social media for an organisation or business, determining the effectiveness of tools in engaging customers, and managing risks to an organisation’s reputation associated with social media and online engagement.

This Skill Set is designed for use across industries.

Pathways Information

Achievement of these units provides credit towards any Training Package qualification containing any of the Skill Set units of competency.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRXOSM002	Maintain ethical and professional standards when using social media and online platforms
SIRXOSM003	Use social media and online tools
SIRXOSM004	Analyse performance of social media and online business tools
SIRXOSM006	Develop and manage social media and online strategies
SIRXOSM007	Manage risk to organisational reputation in an online setting

Target Group

Self-employed individuals, and owners and senior employees of any type of small to medium organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

Suggested words for Statement of Attainment

These units of competency provide a set of skills to develop strategies for and implement the use of social media and other online platforms for business purposes.

SIRSS00021 Develop an online presence for customer engagement

Modification History

Not applicable.

Description

A set of skills to develop, implement and evaluate an organisation’s online presence and to use platforms professionally and ethically.

This Skill Set is designed for use across industries.

Pathways Information

Achievement of these units provides credit towards any Training Package qualification containing any of the Skill Set units of competency.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit Code	Unit Title
SIRXOSM002	Maintain ethical and professional standards when using social media and online platforms
SIRXOSM003	Use social media and online tools
SIRXOSM004	Analyse performance of social media and online business tools
SIRXOSM005	Develop a basic website for customer engagement
SIRXOSM007	Manage risk to organisational reputation in an online setting

Target Group

Self-employed individuals, and owners and senior employees of any type of small to medium organisation that utilises social media and online tools for customer engagement including commercial, not-for-profit and government organisations.

Suggested words for Statement of Attainment

These units of competency provide a set of skills to develop, implement and evaluate an organisation’s online presence and to use platforms professionally and ethically.

SIRSS00022 Manage disrespectful, aggressive or abusive customers

Modification History

Not applicable.

Description

A set of skills for individuals working in customer service roles to manage disrespectful, aggressive or abusive customers.

Pathways Information

Achievement of this unit of competency may provide credit towards a range of qualifications across various training packages.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRXCEG008	Manage disrespectful, aggressive or abusive customers

Target Group

This Skill Set is for individuals working in customer service roles across a range of industries who are seeking additional skills to manage disrespectful, aggressive or abusive customer behaviour. It particularly applies to retail industry work environments.

Suggested words for Statement of Attainment

This unit of competency provides as set of skills for managing disrespectful, aggressive or abusive customers.

Custom Content Section

Not applicable.

SIRSS00023 Participate in Work Health and Safety in Retail

Modification History

Not applicable.

Description

A set of skills for individuals to work safely in a retail business and to ensure the safety of others including colleagues and customers.

Pathways Information

Achievement of the Units of Competency in this Skill Set may provide credit towards a range of qualifications in the SIR Retail Services Training Package.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRRFSA001	Handle food safely in a retail environment
SIRRINV001	Receive and handle retail stock
SIRXIND002	Organise and maintain the store environment
SIRXCEG008	Manage disrespectful, aggressive or abusive customers
SIRXRSK001	Identify and respond to security risks
SIRXWHS002	Contribute to workplace health andsafety

Target Group

This Skill Set is for individuals who are working in customer service roles in the retail industry.

Suggested words for Statement of Attainment

These Units of Competency provide a set of skills for working safely in a retail business.

Custom Content Section

Not applicable.

SIRSS00024 Retail Customer Engagement

Modification History

Not applicable.

Description

A set of skills for individuals to interact and communicate with customers and colleagues to provide product and service knowledge, assist with enquiries and complete sales transactions.

Pathways Information

Achievement of the Units of Competency in this Skill Set may provide credit towards a range of qualifications in the SIR Retail Services Training Package.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRXCEG001	Engage the customer
SIRXCOM001	Communicate in the workplace to support team and customer outcomes
SIRXIND001	Work effectively in a service environment
SIRXIND003	Organise personal work requirements
SIRXPDK001	Advise on products and services
SIRXSLS002	Follow point-of-sale procedures

Target Group

This Skill Set is for individuals who are working in customer service roles in the retail industry.

Suggested words for Statement of Attainment

These Units of Competency provide a set of skills for engaging with customers in a retail industry workplace.

Custom Content Section

Not applicable.

SIRSS00025 Retail Customer Relationship

Modification History

Not applicable.

Description

A set of skills for individuals to build and maintain relationships with retail customers to achieve sales targets through effective engagement, providing high quality customer service and assistance with difficulties and developing relationships with customers that generate loyalty.

Pathways Information

Achievement of the Units of Competency in this Skill Set may provide credit towards a range of qualifications in the SIR Retail Services Training Package.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRXCEG001	Engage the customer
SIRXCEG002	Assist with customer difficulties
SIRXCEG003	Build customer relationships and loyalty
SIRWSLS002	Analyse and achieve sales targets
SIRXIND001	Work effectively in a service environment
SIRXSLS001	Sell to the retail customer

Target Group

This Skill Set is for individuals who are working in customer service roles in the retail industry.

Suggested words for Statement of Attainment

These Units of Competency provide a set of skills for building and maintaining relationships with retail customers to achieve sales targets.

Custom Content Section

Not applicable.

SIRSS00026 Promotion and Marketing

Modification History

Not applicable.

Description

A set of skills for individuals to coordinate and maintain the promotion and marketing activities of a retail business, including in an online capacity.

Pathways Information

Achievement of the Units of Competency in this Skill Set may provide credit towards a range of qualifications in the SIR Retail Services Training Package.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRRMER001	Produce visual merchandise displays
SIRRMER003	Coordinate visual merchandising activities
SIRXMKT001	Support marketing and promotional activities
SIRXOSM002	Maintain ethical and professional standards when using social media and online platforms
SIRXOSM003	Use social media and online tools

Target Group

This Skill Set is for individuals who are working in marketing roles in the retail industry.

Suggested words for Statement of Attainment

These Units of Competency provide a set of skills for coordinating and maintaining the promotion and marketing activities of a retail business.

Custom Content Section

Not applicable.

SIRSS00027 People Management in Retail

Modification History

Not applicable.

Description

A set of skills for individuals to manage the human resources aspect of a retail business, including recruitment, development and leadership of staff.

Pathways Information

Achievement of the Units of Competency in this Skill Set may provide credit towards a range of qualifications in the SIR Retail Services Training Package.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRXHRM001	Recruit, select and induct team members
SIRXHRM002	Maintain employee relations
SIRXMGT002	Lead a frontline team
SIRXTAD002	Develop the retail frontline

Target Group

This Skill Set is for individuals who are working in management roles in the retail industry. This may be general management or human resources specific.

Suggested words for Statement of Attainment

These Units of Competency provide a set of skills for managing the human resources of a retail business.

Custom Content Section

Not applicable.

SIRSS00028 Retail Leadership Transition

Modification History

Not applicable.

Description

A set of skills for individuals to undertake supervisory responsibilities in a retail business in relation to staffing, work health and safety and stock and cost control.

Pathways Information

Achievement of the Units of Competency in this Skill Set may provide credit towards a range of qualifications in the SIR Retail Services Training Package.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRRINV002	Control stock
SIRRRTF002	Monitor retail store financials
SIRXCEG008	Manage disrespectful, aggressive or abusive customers
SIRXMGT001	Supervise and support frontline team members
SITXHRM002	Roster staff

Target Group

This Skill Set is for individuals who are working in supervisory roles in the retail industry.

Suggested words for Statement of Attainment

These Units of Competency provide a set of skills for undertaking supervisory responsibilities in a retail business.

Custom Content Section

Not applicable.

SIRSS00029 Result Driven Retail Operation

Modification History

Not applicable.

Description

A set of skills for individuals to manage operational aspects of a retail business, particularly in relation to online and e-commerce, with a view to maximising business performance.

Pathways Information

Achievement of the Units of Competency in this Skill Set may provide credit towards a range of qualifications in the SIR Retail Services Training Package.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication.

Skill Set Requirements

Unit code	Unit title
SIRXOSM004	Analyse performance of social media and online business tools
SIRXOSM007	Manage risk to organisational reputation in an online setting
SIRRRTF002	Monitor retail store financials
SIRXSTR001	Develop an ecommerce strategy
SITXHRM002	Roster staff

Target Group

This Skill Set is for individuals who are working in management roles in the retail industry with oversight of staff and operations.

Suggested words for Statement of Attainment

These Units of Competency provide a set of skills for managing operational aspects of a retail business.

Custom Content Section

Not applicable.

SIRSS00030 Introduction to Community Pharmacy

Modification History

Not applicable.

Description

As set of skills for individuals to commence work as a pharmacy assistant engaging with customers and completing sales in a community pharmacy.

Pathways Information

Achievement of the Units of Competency in this Skill Set may provide credit towards a range of Community Pharmacy qualifications in the SIR Retail Services Training Package.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication. However, pharmacy assistants must comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3).

Additionally, SIRCIND002 Support and supply Pharmacy Medicines and Pharmacist Only Medicines must be completed by any Pharmacy Assistant working in a QC2020/QCPP Accredited Pharmacy.

Skill Set Requirements

Unit code	Unit title
HLTWHS001	Participate in workplace health and safety
SIRCIND001	Work effectively in a community pharmacy
SIRCIND002	Support and supply Pharmacy Medicines and Pharmacist Only Medicines
SIRCINF001	Use pharmacy practices for infection control
SIRXCEG008	Manage disrespectful, aggressive or abusive customers
SIRXSLS002	Follow point-of-sale procedures

Target Group

This Skill Set is for individuals who are working as pharmacy assistants in community pharmacy workplaces, who work under direct supervision of a Pharmacist.

Suggested words for Statement of Attainment

These Units of Competency provide a set of skills for working as a pharmacy assistant in a community pharmacy.

Custom Content Section

Not applicable.

SIRSS00031 Community Pharmacy Delivery

Modification History

Not applicable.

Description

As set of skills for individuals to safely deliver dispensed medications and other products to the homes of community pharmacy customers.

Pathways Information

Achievement of the Units of Competency in this Skill Set may provide credit towards a range of Community Pharmacy qualifications in the SIR Retail Services Training Package.

Licensing/Regulatory Information

No occupational licensing, certification or specific legislative requirements apply to this Skill Set at the time of publication. However, pharmacy assistants must comply with federal, state and territory law and Pharmacy Board of Australia Guidelines for supplying scheduled Pharmacy Medicines (S2) and Pharmacist Only Medicines (S3).

Skill Set Requirements

Unit code	Unit title
CHCDIV001	Work with diverse people
HLTWHS001	Participate in workplace health and safety
SIRCDIS002	Deliver medicines to customers outside the pharmacy
SIRCINF001	Use pharmacy practices for infection control

Target Group

This Skill Set is for individuals who are working as pharmacy or dispensary assistants in community pharmacy workplaces, who work under direct supervision of a Pharmacist.

Suggested words for Statement of Attainment

These Units of Competency provide a set of skills for safely delivering dispensed medications to the homes of community pharmacy customers.

Custom Content Section

Not applicable.