This unit applies to retail post frontline service personnel. It requires the team member to consistently apply postal outlet policy and procedures, and safely and securely handle mail items, delivering them to customers and accurately completing required records and documentation.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Access mail for delivery in a retail environment.

1.1

Obtain customer authorisation to collect mail in relation to items requested according to postal enterprise procedures.

1.2

Locate mail and associated items for delivery and check identification according to mail delivery procedures.

1.3

Handle mail securely and in a manner that minimises risk of loss or damage.

2

Handle mail items.

2.1

Follow and apply established laws, by-laws andprocedural guidelines while delivering mail in a retail environment.

2.2

Deliver mail in good condition to authorised customers according to postal enterprise policy, procedures and service standards.

2.3

Keep mail secure to minimise risks.

2.4

Handle damaged mail according to postal enterprise policy and procedures.

2.5

Deliver items requiring special services and treatment as specified and finalise relevant documentation.

2.6

Apply and collect charges as required according to postal enterprise policy and procedures.

2.7

Obtain customer signature, if required according to postal enterprise policy and procedures.

2.8

Conduct contact with customers courteously and in a manner that encourages customer loyalty.

3

Record mail delivery.

3.1

Complete associated documentation according to postal enterprise policy and procedures.

3.2

Process undeliverable mail according to postal enterprise policy and procedures.

3.3

Report mail delivery incidents involving risks or hazards for staff or customers accurately and promptly to the relevant authority.

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:

application of postal enterprise work procedures

appropriate application of operational procedures and customer service standards for the delivery of mail in a retail post environment

identification and correct use of equipment, processes and procedures

application of relevant agreements, codes of practice and other legislative requirements

planning own work, including predicting consequences and identifying improvements

delivery transaction relevant accurate and timely record keeping

interpersonal communication skills to:

conduct contact with customers

report mail delivery incidents through clear and direct communication

ask questions to identify and confirm requirements

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:

postal enterprise policy and procedures in regard to:

delivery of mail in a retail post environment

relevant legislation and statutory requirements

relevant OHS and environmental requirements

impact of job on facility and team performance

focus of work systems, equipment, management and operating systems.

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:

locates, interprets and applies relevant information, which may include OHS and environmental requirements and postal enterprise operating procedures, systems and policy

works effectively with others in the workplace

uses postal enterprise electronic systems for delivery of mail

delivers mail using appropriate methods to secure mail and check customer authorisation

conveys information in verbal and written form

maintains hard copy and online workplace records and documentation as appropriate

provides effective and professional customer service.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as postal enterprise policy and procedure manuals

customer articles and documents.

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.

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.

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.

Customers may include:

new or repeat contacts

external and internal contacts

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Risks of loss or damage may include:

theft

mis-sort

mis-deliver

loss

fraudulent activity

inappropriate handling causing damage of fragile goods.

Established laws, by-laws and procedural guidelines may include:

postal enterprise policy, operating procedures, systems and practices

postal regulations

mail delivery procedures, including:

locating mail items as per customer information

checking customer authorisation

specific procedures for delivering signature mail

being vigilant for mail items that may contain dangerous or illegal goods

the application of technology, such as track and trace scanning when processing mail for delivery

procedures for dealing with hazards associated with mail delivery in a retail environment

customer service standards and procedures

quality assurance procedures

codes of practice, including National Standards for Manual Handling and Industry Safety Code.

enterprise codes of practice relating to regulations for handling dangerous and illegal goods

equal opportunity, equal employment opportunity (EEO), affirmative action and anti-discrimination legislation

GST legislation.

Associated documentation may be:

in document form

in electronic form.

Sector

Retail

Retail Post

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.