Application
This unit describes the skills and knowledge required to assist personal injury management agents or insurers at formal or informal conciliation and review hearings. It applies relevant State or Territory legislative requirements in relation to personal injury management, knowledge of organisation policies and procedures and external conciliation processes.
It applies to individuals who have a broad knowledge base of the sector and well developed organisational skills to assist with preparation of a case and/or technical information.
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. Gather information for hearings of disputes | 1.1 Collect information relevant to decision by contacting the person, relevant parties and the treating doctor where relevant and consider any new information provided 1.2 Obtain additional information from relevant parties as required and provide to stakeholders 1.3 Clearly and promptly advise all parties affected by the decision of their review rights in accordance with legislative requirements |
2. Brief representatives for hearing | 2.1 Collate all relevant and required information into organised files 2.2 Provide a clear and thorough verbal and/or written briefing of information collected and available on file 2.3 Outline and discuss any potential problems or issues that may impact on the case 2.4 Provide support at formal or informal conciliation and review hearings following organisational guidelines, where required |
3. Follow up on outcomes | 3.1 Process all forms and collate documentation in required timelines 3.2 Clearly and promptly notify relevant parties about outcomes 3.3 Accurately update records and file according to organisational guidelines 3.4 Follow up on required actions emanating from the conciliation or review hearings |
Evidence of Performance
Evidence of the ability to:
interpret and comply with industry and organisational obligations and objectives
effectively prepare files and information to represent the agent's or insurer's interests at review hearings
assist and brief representatives prior to and at the conciliation or review hearing as required
follow up on outcomes and finalise all documentation.
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:
outline the relevant parties in the personal injury management sector
describe the key features and steps in conciliation and review hearing procedures and requirements
outline critical features of common law, legal systems and procedures, and relevant Acts relating to conciliation and review hearings
outline the key organisational policy, procedures, underwriting guidelines and authorities
analyse and interpret industry and organisational policy wording
describe the key industry compliance requirements
identify the key features and uses of relevant information and communications technology systems.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the personal injury management field of work and include access to:
office equipment, technology, software and consumables
organisational records, policy and procedures.
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, 3.1 | Interprets and analyses documentation from a variety of sources |
Writing | 1.1-1.3, 2.2, 3.1-3.4 | Creates a range of formal and informal texts following organisational procedures and protocols Uses specific information and language appropriate to audience and purpose |
Oral Communication | 1.1-1.3, 2.2, 2.3, 2.4, 3.2 | Participates in verbal exchanges using active listening and questioning to confirm understanding Clearly and effectively presents detailed information using language, tone and pace appropriate to audience and purpose |
Numeracy | 1.1, 1.2, 3.3 | Performs calculations to achieve required outcomes |
Navigate the world of work | 1.3, 2.1-2.4 | Operates according to relevant regulations, legislation and organisational protocols |
Get the work done | 1.1-1.3, 2.1-2.4, 3.1-3.4 | Organises, plans and sequences work activities to research, prepare and present information Employs problem solving processes to resolve issues Uses a range of digitally based technologies to access, extract and share relevant information in order to achieve required outcomes |
Sectors
Personal injury management