Application
This unit describes the skills and knowledge required to establish strategies for delivery of services, and define, implement and monitor effective, compliant operational guidelines and procedures.
It applies to individuals in senior roles who may use a range of analytical and managerial techniques to establish operational information in their workplace.
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. Establish scope of organisation | 1.1 Determine and document scope of organisation, including any service specialisations and restrictions, in operational guidelines 1.2 Identify and document key external relationships and intended client groups in operational guidelines |
2. Identify legislation, regulations and codes of practice relevant to organisation | 2.1 Match scope of organisation to legislation and regulations, and identify and document compliance issues and procedures 2.2 Match scope of organisation to industry codes of practice, and incorporate compliance issues and procedures into operational guidelines 2.3 Establish ethical procedures and standards for organisation, and incorporate them into guidelines |
3. Establish strategies for delivery of services | 3.1 Establish key positions, personnel, job descriptions and authorities for organisation and document them in operational guidelines 3.2 Establish and document administrative procedures, including information flow requirements, in operational guidelines 3.3 Identify and incorporate internal and external resources available to assist in delivery of services to clients into operational guidelines |
4. Arrange for distribution of information on operational guidelines | 4.1 Establish mechanisms for distributing updates and amendments, and opportunities for feedback and interpretation requests 4.2 Distribute operational guidelines to all relevant staff, including briefings for new staff as part of induction procedures 4.3 Communicate relevant sections of guidelines to clients, including client rights, performance standards and complaint procedures, and display information where appropriate |
5. Implement and monitor operational guidelines | 5.1 Establish client service to meet requirements in operational guidelines 5.2 Establish reporting and monitoring procedures for range of services including research, client service, transactions, collection and processing of payments and receipts, legislative and regulatory reporting requirements, ongoing services, and professional and ethical practices 5.3 Identify breaches in operational guidelines and take appropriate actions |
Evidence of Performance
Evidence of the ability to:
incorporate key requirements of relevant legislation and regulations in operational guidelines
distribute information on operational guidelines
establish strategies for delivery of services
monitor and review operational guidelines, and address factors which may affect client service performance.
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 the compliance requirements of:
administrative processes and systems
marketing and advertising techniques and tools
outline key features of information and documentation systems and processes
explain the requirements of office IT systems and software in financial services
outline relevant organisational financial services industry products
explain the requirements of human resource procedures
identify and explain the intention of relevant legislation, regulations and codes of practice.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the organisational skills field of work and include access to:
common office equipment, technology, software and consumables
financial services product information
financial information systems and data.
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, 1.2, 2.1, 2.2, 5.2, 5.3 | Comprehends highly complex texts to select and apply relevant legislative, regulatory and compliance information to requirements Examines a range of operational documents and communications for consistency with guidelines and identifies infringements |
Writing | 1.1, 1.2, 2.1-2.3, 3.1-3.3, 4.1, 4.3, 5.1-5.3 | Documents relevant information from a diverse range of internal and external sources, integrating and organising it in a manner to suit comprehensive operational guidelines and procedures Addresses context, purpose and audience when generating texts for internal and external stakeholders Edits and updates documentation as required |
Oral Communication | 4.3 | Leads detailed oral exchanges using language appropriate to the purpose and audience Uses active listening and questioning techniques to clarify and confirm understanding |
Numeracy | 3.2, 5.1, 5.2 | Comprehends embedded numerical information in legislative and regulatory documents, and applies well-developed numerical skills to specify operational guidelines for data processing, reporting and security |
Navigate the world of work | 1.1, 1.2, 2.1-2.3, 3.1-3.3, 5.2 | Takes a lead role in the development and implementation of guidelines, policies and procedures to meet organisational goals and regulatory requirements Monitors and reviews organisational policy and procedures for adherence to legislative requirements |
Interact with others | 4.2, 4.3 | Identifies and uses appropriate conventions and protocols when communicating with colleagues and external stakeholders |
Get the work done | 1.1, 1.2, 2.1-2.3, 3.1-3.3, 4.1, 4.2, 5.1-5.3 | Develops plans to manage complex routine and non-routine tasks with an awareness of how they contribute to broader strategy and goals Makes high impact decisions in a complex environment using input from a range of sources Uses analytical and lateral thinking to review current practices and develop new or improved processes, models and services Uses digital technologies to access, extract and share relevant information to achieve required outcomes |
Sectors
Organisational skills