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Elements and Performance Criteria

  1. Initiate the appropriate processes
  2. Identify the client's assets and liabilities
  3. Manage administration requirements
  4. Continuously evaluate and review strategies

Required Skills

Required skills

highly developed communication skills to

determine and confirm work and client requirements using questioning and active listening as required

provide customer service and deal sensitively with clients

resolve disputes and conflicts

liaise with others such as specialist advisers share information listen and understand

use language and concepts appropriate to cultural differences

research and analysis skills for accessing interpreting and managing information and performing genealogical searches

IT skills for accessing and using appropriate systems and databases and using internet information

highly developed numeracy skills to prepare and interpret complex financial statements and perform complex financial calculations

welldeveloped literacy skills to

read and interpret documentation from a variety of sources

prepare documentation

record consolidate and file information

administrative and organisational skills including the ability to plan and sequence work

Required knowledge

relevant Commonwealth legislation and regulations including

Income Tax and Assessment Act

Financial Services Regulation Act FSRA legislation relating to powers of attorneyguardianship and administration

business law for financial institutions including

guidelines and procedures to ensure that legal requirements are met when entering into a contract

correct legal terminology and phrases

statutory charges taxes and other fees applicable to financial institutions

legal parameters of the customerfinancial institution relationship

organisational policy and procedures and roles responsibilities and powers of the personal trust officer including

organisational expectations

limitation of personal authority eg not giving investment advice

the professional code of conduct in the personal trustee industry including

ethical practices

integrity

professionalism

confidentiality

key organisational personnel with expertise in specialised areas relating to the personal trustee industry

role of external specialists and resources relevant to requirements in the personal trustee industry

effects on behaviour of different intellectual capacities and mental and physical disabilities

Evidence Required

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

undertake relevant tasks associated with carrying out terms of attorneyship or financial administration orders

apply conflict resolution skills to recognise potential conflict and use strategies to defuse the situation and use customer service strategies that allow for customers needs to be assessed and responded to to ensure maximum customer satisfaction

use standard and nonstandard clauses and conventions in drafting letters and documents

correctly interpret effects on behaviour of different intellectual capacities and mental and physical disabilities

use organisational technology to produce documents relating to carrying out terms of attorneyship or financial administration order

prepare and interpret financial statements and perform financial calculations

use investigation skills such as genealogical research

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment technology software and consumables

access to appropriate legislation and regulations relevant to attorneyship and financial administration orders workplace manuals and reference material such as company policy procedural manuals and checklists

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples in combination are appropriate for this unit

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

verbal or written questioning on underpinning knowledge and skills

setting and reviewing simulations or scenarios

accessing and validating third party reports

Guidance information for assessment


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Interactions with client may be affected by:

client having unreasonable expectations

client not having full capacity

existence of family conflicts of interest.

Relevant advisers may include:

accountant

carers

family members

Guardianship Tribunal or equivalent

health professionals

officers of Department of Social Security.

Ongoing management of the client's assets may include:

payment of income and expenditure, and the selling or purchase of assets

properly considered advice from the client's advisers

State, interstate and legislative requirements

using taxation or financial planning specialists who may undertake tasks in some corporations.

Legal, statutory and organisational requirements may include:

State and Territory legislation and regulation relating to:

attorneyships and guardianships

partnerships

Commonwealth legislation and regulations including:

Income Tax Assessment Act

statutory requirements such as court orders

professional code of conduct in the personal trustee industry.

Ethical and sensitive manner is:

in accordance to the professional code of conduct in the personal trustee industry including:

ethical practices

integrity

professionalism

confidentiality.