Application
This unit describes the skills and knowledge required to access and interpret technical information, assist repairers with service and repair work, and provide technical information to repairers.
It applies to individuals who advise and assist others in roles involving repair work within organisations of various sizes and across a range of customer bases.
Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.
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. Assist repairers with service or repair work | 1.1 Provide technical guidance, appropriate to skill level and need, to repairers when determining repair or service needed 1.2 Use repairers with appropriate advanced technical competency as point of reference when required 1.3 Provide technical assistance to repairers when needed to identify any difficult faults 1.4 Provide assistance to repairers during work completion, when needed, to ensure technical requirements are met 1.5 Recognise potential faults before they develop and take precautionary steps to prevent them 1.6 Address problems arising from repair procedure appropriately during course of repair |
2. Provide technical information to repairers | 2.1 Make appropriate technical information available to repairers when needed 2.2 Communicate current and relevant technical information to all repairers 2.3 Show repairers where information can be found and how to access, interpret and apply it when required 2.4 Access a range of information sources through an established network when required |
Evidence of Performance
Evidence of the ability to:
provide clear technical information and guidance to repairers and service providers
assist repairers with service and repair work, and in identifying potential faults
access a range of information to provide guidance.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
explain advanced technical knowledge in areas of expertise
outline the technical requirements that impact on completion of work including:
relevant industry standards
organisational quality requirements and procedures
supplier or manufacturer specifications
describe how coaching principles are used to develop the fault finding and rectification of faults capabilities of repairers
describe sources of current technical information and available networks
describe recent technical and technological developments relevant to the sector.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the general insurance field of work and include access to:
organisational records, policy and procedures
common office equipment, technology, software and consumables.
Assessors must satisfy NVR/AQTF assessor 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, 1.3, 1.4, 2.3, 2.4 | Locates, interprets, applies and maintains a range of technical information from a variety of familiar sources to inform repairers and guide service work |
Writing | 1.1, 1.5, 2.2, 2.3 | Uses appropriate text types and formats to clearly identify and diagnose repairs or preventative action and convey current technical information to relevant personnel |
Oral Communication | 1.1, 1.3, 1.4, 1.5, 1.6, 2.2, 2.3 | Participates effectively in verbal exchanges using clear and detailed language and active listening techniques to identify repairs and provide accurate technical advice and critical evaluation, and elicits expert opinion from others if required |
Numeracy | 1.1, 2.2, 2.3 | Extracts, evaluates and applies mathematical information in a range of tasks and texts |
Navigate the world of work | 1.1 | Takes responsibility for providing quality advisory services and assistance to meet organisational goals and regulatory requirements |
Interact with others | 1.1-1.4, 2.2-2.3 | Selects and uses appropriate conventions and protocols when communicating with others in a range of work contexts Maintains a supportive environment and adapts communication style to suit individual needs when providing assistance and information to a range of repairers |
Get the work done | 1.1, 1.5, 1.6, 2.1-2.4 | Plans, organises and implements routine and non-routine tasks, aiming to achieve them efficiently Uses formal analytical thinking techniques to identify issues, generate possible solutions and implement preferred solution, seeking input from others as required Anticipates potential problems and implements contingency plans as soon as warning signs are recognised Uses digital technologies and systems to locate information, enter data and present information |
Sectors
Insurance general