Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

FNSILD503A Mapping and Delivery Guide
Establish services to provide advice

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSILD503A - Establish services to provide advice
Description This unit describes the performance outcomes, skills and knowledge required to establish processes and systems to service clients within the life distribution stream. It encompasses establishing or reviewing marketing, client services and supplier relationships to achieve service support requirements.This unit is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements including legislation administered by the Australian Securities and Investments Commission (ASIC).
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to job roles supporting professional advisory services and may be applied within organisations of various sizes and across a range of customer bases.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Provide marketing services
  • Marketing support is identified for the defined markets and distribution channels in accordance with distribution plan
  • Marketing tools are developed and made available within budget and timelines
       
Element: Provide administrative and ancillary services
  • Administration and ancillary services are determined against the provisions of the distribution plan
  • Processes to service clients are developed and introduced
  • Services are delivered within timelines and budget, and according to the distribution plan
  • Service needs are reassessed in light of usage and budget
       
Element: Provide customer services
  • Services are determined which will meet customer expectations and are within enterprise policy and philosophy
  • Services are delivered within the timeframe and budget
  • Key Performance Indicators (KPIs) to measure customer service are established
  • Services meet industry legislative requirements
  • Service standards are documented in the prescribed format and communicated to all stakeholders
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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:

maintain knowledge of available products and services

determine business objectives, products and services

identify and select distribution channels

identify and address factors which may affect the marketing of services and client service performance

interpret and comply with organisation policies and guidelines, industry codes of practice and relevant legislation and regulations.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the 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 organisation records

access to organisational policies and procedures.

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

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to:

determine and confirm information, using questioning and active listening as required

liaise with others, share information, listen and understand

write clear business documents

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to achieving required outcomes

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

access and update records electronically

access web-based information services

literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

research and analysis for accessing and interpreting relevant information

effective interpersonal skills

organisational skills, including the ability to plan and sequence work

proactive and reactive management

selling skills

customer relations/service

telephone techniques

project management

information interpretation

administration skills

working with others to gather and collate data

maintaining currency of industry products and services knowledge

Required knowledge

administrative processes

advertising

documentation

insurance contracts

insurance principles

marketing

procurement

product knowledge

relevant legislation, regulations and codes of practice

systems

underwriting

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.

Marketing tools and services may include:

advertising

brochures and sales aids

client base development

compliance materials

direct marketing

focus groups

in-house publications

lead generation

market surveys

product marketing

public relations

reports

software

sponsorship

telemarketing.

NB Marketing services may be influenced by regulations.

Administration services may include:

accounting

cleaning and maintenance

courier

data storage

external consultants

legal

post

printing

procurement

provision of utilities

public relations

security

travel and transportation

warehousing.

Processes to service clients can be pre, point of sale, or post sale and may include:

appropriate personal contact

complaints handling

conservation activity

inquiries

policy changes

reports

timely and accurate documentation

written communication.

Key Performance Indicators may include:

adviser retention rates

lapse/persistency rates

offer take-up rates

plan increases

repeat sales

sales production.

Service standards may include

accuracy rates

completion dates

data availability

document presentation

procedures

response times

staff communication.

Methods of communication may include:

electronic

individual and group

meetings

verbal

in writing.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Marketing support is identified for the defined markets and distribution channels in accordance with distribution plan 
Marketing tools are developed and made available within budget and timelines 
Administration and ancillary services are determined against the provisions of the distribution plan 
Processes to service clients are developed and introduced 
Services are delivered within timelines and budget, and according to the distribution plan 
Service needs are reassessed in light of usage and budget 
Services are determined which will meet customer expectations and are within enterprise policy and philosophy 
Services are delivered within the timeframe and budget 
Key Performance Indicators (KPIs) to measure customer service are established 
Services meet industry legislative requirements 
Service standards are documented in the prescribed format and communicated to all stakeholders 

Forms

Assessment Cover Sheet

FNSILD503A - Establish services to provide advice
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSILD503A - Establish services to provide advice

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: