- SIRXADM001A - Apply retail office procedures
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRXADM001A Mapping and Delivery Guide
Apply retail office procedures
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | SIRXADM001A - Apply retail office procedures |
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Description | This unit describes the performance outcomes, skills and knowledge required to apply retail office procedures. It involves processing mail, operating office equipment, filing and retrieving documents, establishing contact with customers and preparing simple correspondence. | ||
Employability Skills | The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. | ||
Learning Outcomes and Application | This unit may apply to both sales and administrative staff. It requires the team member to demonstrate the ability to operate and maintain office equipment, receive and dispatch correspondence in a variety of formats, file and retrieve documents, communicate with internal and external customers, and prepare simple correspondence according to store policy and procedures. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Nil | ||
Competency Field | Administration |
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Process incoming and outgoing mail. |
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Element: Process bulk mail. |
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Element: Operate office equipment. |
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Element: File and retrieve documents. |
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Element: Establish contact with internal and external customers. |
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Element: Prepare simple correspondence. |
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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, the range statement and the Assessment Guidelines for this Training Package. | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: applies procedures for the processing of mail, including bulk mail operates and maintains office equipment according to store policy and procedures files and retrieves documents according to store policy and procedures follows procedures for establishing contact with internal and external customers applies procedures for the preparation of simple correspondence. |
Context of and specific resources for assessment | Assessment must ensure access to: a real or simulated work environment relevant documentation, such as: store policy and procedures manuals manufacturer instructions and operation manuals a range of retail equipment. |
Methods of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: observation of performance in the workplace a role play third-party reports from a supervisor customer feedback answers to questions about specific skills and knowledge review of portfolios of evidence and third-party workplace reports of on-the-job performance. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: SIRXICT001A Operate retail technology SIRXFIN002A Perform retail finance duties. |
Assessing employability skills | Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification. |
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.
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit: operating a range of office technology organising work tasks completing tasks in a set timeframe literacy and numeracy skills in regard to: processing, recording and documenting information generating a range of retail documents interpersonal communication skills to report equipment faults answer telephone calls and keep customers informed of delays and action being taken thorough clear and direct communication ask questions to identify and confirm requirements share information use language and concepts appropriate to cultural differences use and interpret non-verbal communication. |
The following knowledge must be assessed as part of this unit: store policy and procedures in regard to: store administration and clerical systems receiving and dispatching incoming and outgoing mail processing information reporting problems and faults relevant regulatory and licensing requirements such as: OHS privacy policies. |
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 in the performance criteria is detailed below. | |
Procedures to sort and dispatch incoming mail may relate to: | internal systems Australia Post courier services. |
Store policy and procedures in regard to: | store administration clerical systems operating and maintaining retail equipment. |
Equipment may include: | fax machine telephone system photocopier answering machine or voicemail public address system paging system franking machine typewriters computers calculators adapted equipment for people with a disability, for example, talking calculators, computer hard and software, and TTY. |
Relevant personnel may include: | supervisor team leader manager. |
Systems used to record or file documents may be: | manual electronic. |
Contact may be established by: | telephone fax letter face-to-face contact. |
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 |
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Sort and dispatch incoming mail to nominated recipients or locations. | |||
Collect and check outgoing mail to ensure all items are correctly prepared for dispatch. | |||
Record mail according to store policy and procedures. | |||
Dispatch mail within designated time limits. | |||
Collate documents as required. | |||
Sort and batch envelopes according to Australia Post specifications. | |||
Lodge batched items for delivery. | |||
Identify appropriate equipment for intended application. | |||
Operate equipment according to manufacturer instructions. | |||
Identify and rectify equipment faults or report to relevant personnel. | |||
Follow opening and shutdown processes according to store procedures. | |||
Apply maintenance program for equipment to ensure down time is minimised. | |||
File documents according to store policy. | |||
Identify and retrieve documents as requested. | |||
Update and modify existing records. | |||
Remove, process and store designated inactive files according to store policy. | |||
Assemble new files. | |||
Record movements of documentation. | |||
Use telephone system functions according to store policy. | |||
Obtain and accurately record telephone and fax number or email address. | |||
Answer incoming calls promptly and according to store policy. | |||
Establish and clearly convey purpose of contact. | |||
Transfer or place calls on hold as required. | |||
Keep customers informed of delays and action being taken. | |||
Record messages accurately and promptly return calls if required. | |||
Prepare and present correspondence for approval or signature according to set timeframes. | |||
Write text using clear, concise language. | |||
Use correct spelling, punctuation and grammar. | |||
Use standard form letters according to store policy. |
Forms
Assessment Cover Sheet
SIRXADM001A - Apply retail office procedures
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
SIRXADM001A - Apply retail office procedures
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: