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Elements and Performance Criteria

Required Skills

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

Essential knowledge

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 identified work role

This includes knowledge of

Administrative procedures

Appropriate external agencies

Appropriate information sources

Financial procedures

Organisation policies and procedures

Principles and practices of the specific health care practice

Routine tasks in a health care practice

Stock management requirements

The services provided and associated procedures of the practice

Essential skills

It is critical that the candidate demonstrate the ability 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 identified work role

This includes the ability to

Apply reading and writing skills literacy competence required to fulfil job role in a safe manner and as specified by the organisation The level of skill required includes

reading and following practice specific procedures and policies signs and instructions using correct spelling grammar and punctuation

following routine oral and written sequenced instructions

Apply oral communication skillslanguage competence required to fulfil job role in a safe manner and as specified by the organisation Assessors should look for skills in

relaying information

using appropriate and correct practice specific terminology

using correct pronunciation and sentence structures

questioning to clarify terms and context

listening to and understanding workplace instructions

clarifying workplace instructions when necessary

Apply research skills to increase own knowledge of services offered by the practice

Carry out office administrative tasks

Carry out routine tasks

Effectively communicate with work colleagues and clients

Effectively pass on communications

Make appointments

Manage own work load

Process financial transactions

Respond appropriately to client information needs and requests

Use correct practice specificmedical terminology

Use office equipment

Use interpersonal skills effectively to interact appropriately with clients and others from diverse backgrounds and cultures

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria Required Skills and Knowledge the Range Statement and the Assessment Guidelines for this Training Package

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

The individual being assessed must provide evidence of specified essential knowledge as well as skills

Consistency of performance should be demonstrated over the required range of situations relevant to the particular workplace

Assessment involves access to an appropriate workplace or simulated realistic workplace setting using relevant organisation policy guidelines procedures and protocols

Access and equity considerations

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on health of Aboriginal andor Torres Strait Islander clients and communities

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. Add any 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.

Information may include:	Messages Requests Observations Verbal or written information

Manage client appointment bookings may include:	Checking daily for non-attendance by recalled clients Documenting reason for appointment according to practice protocols Minimising 'did not attends' Scheduling adequate length of appointment Scheduling appropriate timing of appointment taking into consideration: urgency best time of day or week for both practice and client facilities required

Manage waiting clients may include:	Ensuring health promoting materials are available in the waiting area Informing client of delays Maintaining cleanliness and tidiness of the waiting area Offering alternative appointment options Removing hazards from the waiting area

Document interactions with clients may include:	Adding document(s) to client's records Noting significant conversations in client's records or practice journals

Office equipment may include:	Computer Fax machine Photocopier Scanner Telephone Transcription machine

Business documents may include:	Letters to clients Letters to service providers


Cash control may include:	Banking Documentation Ledger/computer entry Processing of money collected Receipts

Stock level may include:	Cleaning materials and equipment Equipment/supplies Promotional material Stationery and administrative supplies Stock for practitioner treatments Treatment ingredients

Financial documents may include:	Banking records Cash book entries Computer entries Inventory records Order forms Receipts Transaction records

Routine tasks may include:	Administration Assisting practitioner as required Banking Maintaining clean work and reception areas Maintaining communication flow Managing stock Ordering and receiving supplies Preparing and dispensing medicines Processing accounts Processing appointments Processing referrals Processing test requests Providing information to clients/practitioner/work colleagues Receiving clients Sterilising equipment