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Evidence Guide: SIRXADM001A - Apply retail office procedures

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SIRXADM001A - Apply retail office procedures

What evidence can you provide to prove your understanding of each of the following citeria?

Process incoming and outgoing mail.

  1. Sort and dispatch incoming mail to nominated recipients or locations.
  2. Collect and check outgoing mail to ensure all items are correctly prepared for dispatch.
  3. Record mail according to store policy and procedures.
  4. Dispatch mail within designated time limits.
Sort and dispatch incoming mail to nominated recipients or locations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect and check outgoing mail to ensure all items are correctly prepared for dispatch.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record mail according to store policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Dispatch mail within designated time limits.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process bulk mail.

  1. Collate documents as required.
  2. Sort and batch envelopes according to Australia Post specifications.
  3. Lodge batched items for delivery.
Collate documents as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sort and batch envelopes according to Australia Post specifications.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lodge batched items for delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Operate office equipment.

  1. Identify appropriate equipment for intended application.
  2. Operate equipment according to manufacturer instructions.
  3. Identify and rectify equipment faults or report to relevant personnel.
  4. Follow opening and shutdown processes according to store procedures.
  5. Apply maintenance program for equipment to ensure down time is minimised.
Identify appropriate equipment for intended application.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Operate equipment according to manufacturer instructions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and rectify equipment faults or report to relevant personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow opening and shutdown processes according to store procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply maintenance program for equipment to ensure down time is minimised.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

File and retrieve documents.

  1. File documents according to store policy.
  2. Identify and retrieve documents as requested.
  3. Update and modify existing records.
  4. Remove, process and store designated inactive files according to store policy.
  5. Assemble new files.
  6. Record movements of documentation.
File documents according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and retrieve documents as requested.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update and modify existing records.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Remove, process and store designated inactive files according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assemble new files.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record movements of documentation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish contact with internal and external customers.

  1. Use telephone system functions according to store policy.
  2. Obtain and accurately record telephone and fax number or email address.
  3. Answer incoming calls promptly and according to store policy.
  4. Establish and clearly convey purpose of contact.
  5. Transfer or place calls on hold as required.
  6. Keep customers informed of delays and action being taken.
  7. Record messages accurately and promptly return calls if required.
Use telephone system functions according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain and accurately record telephone and fax number or email address.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer incoming calls promptly and according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and clearly convey purpose of contact.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Transfer or place calls on hold as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Keep customers informed of delays and action being taken.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record messages accurately and promptly return calls if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare simple correspondence.

  1. Prepare and present correspondence for approval or signature according to set timeframes.
  2. Write text using clear, concise language.
  3. Use correct spelling, punctuation and grammar.
  4. Use standard form letters according to store policy.
Prepare and present correspondence for approval or signature according to set timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Write text using clear, concise language.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use correct spelling, punctuation and grammar.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use standard form letters according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.

Range Statement

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

email

letter

face-to-face contact.