Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver FNSBNK403, 'Provide services in a Business Transaction Centre'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Provide services in a Business Transaction Centre' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
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. Represent Business Transaction Centre | 1.1 Recognise and communicate role and purpose of BTC in providing services to local community and its relationship to organisation in which it is hosted to clients 1.2 Develop and maintain knowledge of relevant range of products and services 1.3 Effectively maintain documentation and promotional material about range of services facilitated by centre to ensure accessibility, accuracy, currency and quality 1.4 Access relevant contact people, hotline phone numbers and websites of services supported by centre to provide support and clarify service queries |
2. Identify client service and information needs | 2.1 Provide timely and courteous responses to client requests and queries 2.2 Refer requests for information, advice, products or services that fall outside centre’s level of authorisation or capacity to relevant service provider or agency for resolution 2.3 Provide help and assistance to clients to ensure full and accurate completion of documentation or transaction forms |
3. Process client transactions | 3.1 Check information or forms provided by clients for accuracy and completeness 3.2 Follow processes and protocols to maintain privacy of client information in line with centre’s established standards 3.3 Complete transactions in timely and accurate manner using protocols and processes of centre 3.4 Maintain accurate client transaction details and report as required for each service provided on behalf of another agency 3.5 Routinely conduct accurate reconciliation of monies received with transaction records 3.6 Respond to client queries or complaints in courteous and timely manner using required protocols and processes |
4. Provide support and service information to clients | 4.1 Provide professional and confidential assistance and advice to clients 4.2 Efficiently and effectively conduct bookings for appointments with other professionals or service providers using standard operating procedures 4.3 Provide clients seeking skill development and assistance to access full range of services offered by centre with courteous, accurate and timely support |