document authentication, registration and record keeping ...info.moe.gov.et/pdf/eosntqfiv.pdf ·...

Federal Democratic Republic of Ethiopia

OCCUPATIONAL STANDARD

DOCUMENT AUTHENTICATION, REGISTRATION AND RECORD KEEPING SUPERVISION

NTQF Level IV

Ministry of Education

August, 2011

Introduction

Ethiopia has embarked on a process of reforming its TVET-System. Within the policies and strategies of the Ethiopian Government, technology transformation – by using international standards and international best practices as the basis, and, adopting, adapting and verifying them in the Ethiopian context – is a pivotal element. TVET is given an important role with regard to technology transfer. The new paradigm in the outcome-based TVET system is the orientation at the current and anticipated future demand of the economy and the labor market.

The Ethiopian Occupational Standards (EOS) are - a core element of the Ethiopian National TVET-Strategy and an important factor within the context of the National TVET-Qualification Framework (NTQF).They are national Ethiopian standards, which define the occupational requirements and expected outcome related to a specific occupation without taking TVET delivery into account.

This document details the mandatory format, sequencing, wording and layout for the Ethiopian Occupational Standard comprised of Units of Competence.

A Unit of Competence describes a distinct work activity. It is documented in a standard format that comprises:

• Occupational title, NTQF level

• Unit code

• Unit title

• Unit descriptor

• Elements and Performance criteria

• Variables and Range statement

• Evidence guide

Together all the parts of a Unit of Competence guide the assessor in determining whether the candidate is competent.

The ensuing sections of this EOS document comprise a description of the respective occupation with all the key components of a Unit of Competence:

• the chart with an overview of all Units of Competence for the respective occupation (Unit of Competence Chart) including the Unit Codes and the Unit of Competence titles

• the contents of each Unit of Competence – this includes further directions on the contents and format of the unit of competence

UNIT OF COMPETENCE CHART Occupational Standard: Document authentication ,registration and record keeping supervision

Occupational Code:

NTQF Level IV

MUS CRO3 01 0811

Evaluate document authentication ,registration and record keeping (DARRK)service

MUS CRO3 05 0811

Plan and administer DARRK

BSBITU401A

Design and develop complex text

BSBRKG302B Undertake disposal

BSBLEG412A

Interpret and apply legal system to complete tasks

BSBRKG404A

Monitor and maintain records in an online environment

MUS CRS4 06 0811

Assist in DARRK Service Quality Management and Performance Improvement

BSBREL401A

Establish networks

MUS CRS4 08 0811

Establish Quality Standards

MUS CRO3 09 0811

Improve Business Practice

MUS CRO3 10 0811

Lead Workplace Communication

MUS CRO3 11 0811

Lead small teams

Element Performance Criteria

1. Develop the evaluation plan

1.1 Obtain details of the organization’s policies, objectives and assessment criteria 1.2 Obtain and interpret information applicable to the organization 1.3 Develop a suitable evaluation methodology to enable sufficiently valid and reliable outcomes for the required research and suitable arrangements for both internal and external monitoring processes 1.4 Prepare the evaluation plan for the proposed project including the detailing of established evaluation criteria and the data to be collected 1.5 Obtain approval of plan from relevant internal and/or

external personnel 2. Gather required evaluation data

2.1 Collect relevant evaluation data on how the organization is using appropriate techniques and sources in accordance with the agreed evaluation plan 2.2 Organize, interpret and review collected data against established evaluation criteria 2.3 Discuss ambiguities, uncertainties and problems experienced while interpreting collected data and address appropriately in conjunction with relevant internal and/or external personnel 2.4 Organize interpreted evaluation data for later analysis

3. Analyze the collected data

3.1 Analyze evaluation data in accordance with planned methodology 3.2 Review and discuss outcomes and findings of the analysis with relevant internal and/or external personnel

4. Determine evaluation findings and

outcomes

4.1 Develop and discuss preliminary findings and any identified issues with relevant internal and/or external personnel 4.2 Undertake any additional data collection and analysis required to clarify aspects of findings, issues and related

Occupational Standard: Document authentication ,registration and record keeping( DARRK) supervision Level IV

Unit Title Evaluate document authentication ,registration and record keeping (DARRK)service

Unit Code MUS CRO3 01 0811

Unit Descriptor This unit describes the performance outcomes, skills and knowledge required to evaluate document authentication registration and record keeping service.

action options if necessary 4.3 Prepare recommendations for any action to improve identified deficiencies in conjunction with relevant internal and/or external personnel

5. Document and disseminate the outcomes and recommendations of the evaluation

5.1 Prepare a draft report of the outcomes, findings and recommendations of the evaluation in accordance with the agreed structure and format and distribute to relevant internal and/or external personnel for comment and feedback 5.2 Edit the report based on the feedback obtained 5.3 Proofread the report in preparation for publishing 5.4 Ensure the report of outcomes, findings and recommendations of the evaluation is signed off by authorized personnel 5.5 Produce and disseminate the report to nominated internal and external personnel in accordance with agreed arrangements

Variable Range

Evaluation methodology may include:

• analysis of feedback from clients, internal managers and personnel • assessment of information contained in the organization’s management information system • collection of operational data • desk analysis • drafting and editing of the evaluation report • literature searches including internet searches • surveys of relevant internal and external personnel

Evaluation plan may include:

details of the applicable requirement and related evaluation criteria • evaluation methodology • milestones • personnel required including evaluation project manager, the evaluation team and those who may be consulted during the course of the evaluation activities • resource requirements and related costs • timelines

Evaluation data may include:

completed survey questionnaires • documentation on feedback • published documents including papers, standards, regulations • quantitative data collected from various sources • records of interviews, meetings or focus group workshop outcomes • records of telephone conversations

• written correspondence including letters, faxes, emails

Relevant internal personnel may include:

• chief executive officer • compliance management team (where relevant) • compliance specialists at the operational level • frontline managers • senior management team

Relevant external personnel may include:

• chief executive officers and managers in organizations • legal and business advisors and consultants with expertise and interest in evaluation requirements and related management systems • representatives of relevant authorities

Authorized personnel may include:

chief executive officer or manager in an organization • evaluation project manager • evaluation steering committee (where applicable) • nominated representative of educational institution/s or organization/s • nominated representative of professional association/s or institute/s • nominated representative of regulatory authority

Evidence Guide

Critical Aspects of Competence

Demonstrates skills and knowledge in:

• completion of project work which comprehensively evaluates how an organization is fulfilling its evaluation requirements • knowledge of evaluation methods and techniques suitable for service delivery related to evaluation and review.

Underpinning Knowledge and Attitudes

evaluation methods and techniques suitable for service delivery related evaluation and review • sources of data relevant to evaluation and review is analyzed • documentation of performance requirements relevant to the organization • evaluation management functions, accountabilities and responsibilities within the organization • record keeping systems required for evaluation management • continuous improvement processes including monitoring, evaluation and review

• techniques and performance indicators for monitoring the operation of evaluation program/management system • reporting processes on performance management including reports on breaches and rectification action • relevant organizational policies and procedures

• Organizational standards for operations and ethics.

Underpinning Skills

interpersonal skills to contribute to a positive culture with in an organization • investigative skills to evaluate and review project management skills to: • develop project plans • manage other personnel involved in the evaluation activity • meet project timelines • mange project finances • interpersonal skills to relate to internal and external personnel and in particular those representing relevant regulatory authorities, professional institutes and organizations, research and evaluation skills to: • conduct literature searches and internet searches • analyze and organize evaluation data using appropriate techniques • conduct various types of evaluation surveys • conduct quantitative data analysis using appropriate techniques • technical skills to use communications technology effectively.

Resource Implications

access to relevant published material and such as: • organizational policies, standard operating procedures and plans • relevant legislation, regulations, licensing requirements, codes of practice, standards • access to the relevant internal and external data files • access to appropriate computer resources for online

• Searching, data processing and analysis, and report preparation and editing.

Methods of Assessment

Competency may be assessed through:

• Interview / Written Test / Oral Questioning

• Observation / Demonstration Context of Assessment

Competence may be assessed in the work place or in a simulated work place setting

Occupational Standard: Document authentication ,registration and record

keeping( DARRK) supervision Level IV

Unit Title Plan and administer DARRK

Unit Code MUS CRM5 02 0811

Unit Descriptor This unit covers the knowledge, skills and attitude required

in planning and administering work. It may be applied to a

small independent operation or to a section of a large

organization.

Elements Performance Criteria

1. Set objectives

1.1 Objectives are made consistent with and linked to work activities in accordance with organizational aims

1.2 Objectives are stated as measurable targets with clear time frames.

1.3 Support and commitment of team members are reflected in the objectives.

1.4 Realistic and attainable objectives are identified. 2. Plan and

schedule activities

2.1 Tasks/work activities to be completed are identified and prioritized as directed.

2.2 Tasks/work activities are broken down into steps in accordance with set time frames achievable components in accordance with set time frames.

2.3 Resources are allocated as per requirements of the activity.

2.4 Schedule of work activities is coordinated with personnel concerned.

3. Implement work plans

3.1 Work methods and practices are identified in consultation with personnel concerned.

3.2 Work plans are implemented in accordance with set time frames, resources and standards.

4. Administer activities

4.1 Work activities are administered and compared with set objectives.

4.2 Work performance is monitored.

4.3 Deviations from work activities are reported and

recommendations are coordinated with appropriate personnel and in accordance with set standards.

4.4 Reporting requirements are compiled with in accordance with recommended format.

4.5 Timeliness of report is observed.

4.6 Files are established and maintained in accordance with standard operating procedures.

Variable Range

Objectives • Specific

• General Resources • Personnel

• Equipment and technology

• Information

• Supplies and materials

• Sources for accessing specialist advice

• Budget Schedule of work activities

• Daily

• Work-based

• Contractual

• Regular

• Confidential

• Disclosure /Non-disclosure Work methods

and practices

Work methods and practices may include but not limited to:

• Legislated regulations and codes of practice

• Industry regulations and codes of practice

• Occupational CRVS and safety practices

Work plans • Daily work plans

• Project plans

• Program plans

• Organization strategic and restructuring plans

• Resource plans

• Skills development plans

• Management strategies and objectives

Standards • Performance targets

• Performance management and appraisal systems

• National competence standards

• Employment contracts

• Client contracts

• Discipline procedures

• Workplace assessment guidelines

• Internal quality assurance

• Internal and external accountability and auditing requirements

• Training Regulation Standards

• Safety Standards personnel/ • Management

authorities • Line Staff

Feedback

mechanisms

Include:

• Verbal feedback

• Informal feedback

• Formal feedback

• Questionnaire

• Survey

• Group discussion

Evidence Guide


Assessment requires evidence that the candidate:

• Set objectives

• Planned and scheduled activities

• Implemented work plans

• administer work plans Underpinning Knowledge

• Organization’s strategic plan, policies rules and regulations, laws and objectives for work unit activities and priorities

• Organizations policies, strategic plans, guidelines related to the role of the work unit

• Team work and consultation strategies Underpinning Skills

• Planning and Organizing

• Leading and Coordinating

• Presentation skills and Communication Skills

• Inter-and intra-person/motivation skills Resource Implications

The following resources must be provided:

• Workplace or fully equipped location with necessary tools and equipment as well as consumable materials

Assessment Methods

Competence may be assessed through:

• Interview / Written exam

• Observation / Demonstration Context for Assessment

Competence may be assessed in the workplace or in simulated work

Occupational Standard: Document authentication ,registration and record keeping( DARRK) Level III

Unit Title Process document verification and conduct registration


Unit Descriptor This unit of competence describes the skills and knowledge required to process document verification and registration.


1. Develop document verification and registration formats

1.1 Document verification and registration formats are developed based on DARRK principles and guidelines.

1.2 Necessary information is gathered to establish the formats. 1.3 Basic contents/items of the formats are identified and

selected. 1.4 Details of the item/contents are arranged chronologically. 1.5 Templates are prepared according to the agreed

arrangement. 1.6 Codes are assigned to each format.

2. Identify and evaluate document for verification

2.1 Document verification is identified and extracted accurately based on DARRK within appropriate timeframe maintaining confidentiality at all times.

2.2 Relevance of document is evaluated in order to authenticate. 2.3 Evaluation of recorded procedures, interventions and

investigations is carried out to establish the primary procedure and secondary procedures.

2.4 Level of detail of document verification is established to meet national standards.

2.5 Information is recorded clearly, accurately and completely.

3. Assign codes and conduct registration

3.1 Documents are coded and registered in accordance with approved rules using the appropriate coding tools within appropriate timeframe.

3.2 Sequence of codes related to a document is established in accordance with national standards.

3.3 Coded documents are registered clearly, accurately and completely.

3.4 Coded documents are entered into the appropriate system. 3.5 Classification system is selected in accordance with national

rules and standards.

Variable Range

Occupational health and Safety

May include but not limited to:

• Safe working practices’ include day-to-day observation of safety policies and procedures, legislative requirements and professional requirements.

• Correct posture, lighting, and type of desk, type of monitor, style of chair, typing position, repetitive strain injury prevention, ventilation, light position, correct lifting method, and length of time in front of computer.

• May also include physical safety considerations such as general electrical safety and cabling, power supply and leads as they apply to computer and peripheral installations.

• Occupational DARRK and safety record keeping Type and Source of Information


• Ethiopian Coding Standards

• Document Classifications and coding manual

• DARRK reference books/ software

• Browse

Verification and registration of documents


• Contract

• Wills

• Memorandum of association

• Articles of association Documents


• paper based

• electronic Classification system


• International Classification of documents

• DARRK classification system Organizational requirements


• DARRK principles & practice guidelines

• Protocols

• Organizational policies and/or procedures Coding tools


• International Coding manuals

• DARRK reference books, manuals/software

• International &Ethiopian Coding Standard Materials May include but not limited to:

• Shelves

• Stationeries

Evidence Guide



• Identified and evaluated documents

• Assigned codes to documents

• Promoted utilization of documents’ coding and classification


Demonstrates knowledge of:

• Working knowledge of current legislations, policies, procedures, codes, and guidelines in relation to document verification and registration

• Working knowledge of basic verification and registration terminologies

• Working knowledge of document verification and registration

• Knowledge of professional ethics in document coding

• Understanding of the ways in which Ethiopian rules and conventions are applied to document verification and registration to achieve the correct codes

• Knowledge of the ways in which registered documents is indexed, stored and cross mapped

• Understanding of the ways in which DARRK records are assembled and used, and where the best sources of accurate and reliable documents

• Understand how to find displaced documents or files

• Knowledge of the use of relevant software applications

• Knowledge of the future interface between documents coding, electronic DARRK records and statistician

Underpinning Skills

Demonstrates skills on:

• Data processes

• Software utilization

• Communication skill

• Application of professional ethics in documents coding Resource Implications

Access is required to real or appropriately simulated situations, including work areas, materials and equipment, and to information on workplace practices.

Method of Assessment


• Interview / Written Test / Oral Questioning

• observation / Demonstration Context of Assessment

Competency may be assessed in the work place or in a simulated work place setting

Occupational Standard :Document authentication ,registration and record keeping( DARRK) Level III

Unit Title AArrrraannggee aanndd kkeeeepp rreeccoorrddss


Unit Descriptor This unit describes the performance outcomes, skills and knowledge required to classify and track records and information about records within a records system.


1. Identify records for capture

1.1 Categorize incoming material and identify records, metadata and formats for capture 1.2. Locate or copy record, when needed from the active records system

2. Classify records 2.1 Match identified action or activity documented by records to organization’s classification scheme 2.2 Select full classification and sentencing of records in accordance with the system's rules and organizational procedures 2.3 Link classified or sentenced records to other records in records system 2.4 Select indexing points (cross reference terms) for records in accordance with system's rules and organizational procedures

3. Track records

3.1 Determine unique identifiers of records from requests or instructions 3.2 Obtain storage location, history and information of records from records system 3.3 Update and amend information about records 3.4 Complete all activity within designated timeframes 4.5 Complete and obtain appropriate documentation or reports

4. Audit records 4.1 Locate records with action officer and in storage areas, in accordance with supervisor's instructions 4.2 Audit records against predetermined criteria in accordance with organizational procedures and quality program 4.3 Document and report any discrepancies

Variable Range

Categorizing records may include:

• determining storage locations • environmental context - business environments, community expectations, governance frameworks, legislative and regulatory mandates or relevant recordkeeping principles and standards • modifying formats or media of record in line with organizational requirements • using organizational checklists of materials for capture

Records may include:

• active • archival • digital • remote drives • servers • CDs • DVDs • imaging systems • PC-based applications • mainframe • physical • audio-visual or multimedia • graphic • microform • paper-based (acid free or multiple copies) • variety of sources: • already in the custody of the organization • in the process of being transferred between organizations

Metadata are those records which are maintained about the records themselves and may include:

• activity classification terms • date, time, and location of record creation into the system • identity of record creator • indexing and descriptive terms • record format • security and access information

• unique identifiers for each record records systems may include:

• archival control systems • cash register-based systems • characteristics relating to: • aggregations • context • entities • metadata • current business or records systems • electronic records and document management system (ERDMS) • informal • paper-based accumulation and card systems • PC-based accounting systems, employee and tax records systems • proprietary recordkeeping package

• storage facilities systems Rules and procedures may relate to:

• classification • destruction • manually generated running numbers • ownership • responsibility • system generated identifiers • transfer of custody

Special handling requirements may include:

• secondary storage requirements • back-up and recovery procedures • migration requirements, which may include: • superseded media formats

• format which may deteriorate over time

Storage location may include:

• digital: • remote drives • servers • CDs • imaging systems • physical: • centralized or decentralized • commercial storage service or government repository • in-house or outsourced • microform

• offline or off-site

Updating and amending information may derive from:

• action officers • file transfer slips • requests • results of quality assurance audit • supervisor

• user Documentation or reports may include:

• daily correspondence • over due action reports • proof of receipt • record of movement • resubmits for following day

• statistics Criteria for audit may include:

• compliance with recordkeeping metadata standards/requirements • content • location • titling

• unique identifier

Evidence Guide

Critical aspects of Competence

Evidence of the following is essential: • tracking the location of records using appropriate processes for capture and classification • identifying activities documented by records • applying classifications schemes

• recording metadata accurately. Underpinning Knowledge and Attitudes

• key provisions of relevant legislation from all forms of government, regulations, standards and documentation that may affect aspects of business operations, such as: • ethical principles • codes of practice • privacy and freedom of information • archives and records legislation • occupational health and safety • general principles and processes of records management and records management systems such as: • systems of control • records continuum theory • mandate and ownership of business process • organizational functions, structure and culture • Organizational policies, strategies and procedures, particularly those relating to records access and security.

Underpinning Skills

• communication skills to explain and clarify procedures, and to receive and interpret requests for records • literacy skills to read and interpret nature of record content • problem-solving and analysis skills to interpret and apply descriptive standards • Self management skills to accurately record metadata.

Resources Implication

Assessment must ensure: • access to examples records, recordkeeping systems and policies • access to workplace reference materials such as Procedural manuals and company policies.

Assessment Methods

• analysis of responses to case studies and scenarios • demonstration of techniques • direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate • review of authenticated documents from the workplace or training environment • oral or written questioning to assess knowledge of general principles and processes of recordkeeping

Systems. Context of Assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • administration units • Other knowledge management units.

Occupational Standard : Document authentication ,registration and record keeping( DARRK) Level III

Unit of Competence Apply knowledge of the legal system to complete tasks


Unit Descriptor This unit covers the completion of a range of common legal

administrative duties and the knowledge of the legal system that is

required to carry them out.


1. Augment

substantive

knowledge of

general contract law

1.1 Different types of contracts are identified and their structure,

legal obligations, establishment procedures and purpose are

outlined clearly

1.2 A knowledge of contract Law and related legislation is

demonstrated

1.3 The purpose of various activities within Contract Law are

identified and explained

2. Augment

substantive

knowledge of

agency law

2.1 Different types of agency are identified and their structure,

legal obligations, establishment procedures and purpose are

outlined clearly

2.2 A knowledge of agency Law and related legislation is

demonstrated

2.3 The purpose of various activities within agency Law are


3.. Augment

substantive

knowledge of

property law

3.1 The difference between real and personal property is outlined

clearly and distinctions are made in regards to their method of

transfer

3.2 The systems of property title and their legal implications are


3.3 Titles of ownership and their legal implications are identified

and explained

3.4 mortgages and their legal implications, processes for

obtaining and discharging them and the rights of mortgagees

are identified and explained

3.5 leasing contract is inspected and the duties of the Lesser and

the Lessee are identified and explained

3.6 Contract of sale related to property is inspected and Parties

involved in the buying and selling of a property are identified

and their respective roles explained

3.7 The steps involved in buying and selling a property are


4. Augment

substantive

knowledge of

commercial law

4.1 Different types of companies are identified and their structure,

personnel, legal obligations, establishment procedures and

purpose are outlined clearly

4.2 The differences between proprietary companies and public

companies are identified and the legal obligations/criteria and

purpose are outlined clearly

4.3 A knowledge of Corporations Law and related legislation is

demonstrated

4.4 The consequences of incorporation are identified and the

legal ramifications of incorporation are outlined clearly

4.5 The structure, contents and purposes of a firm’s Memorandum

of Association and Articles of Association are identified and

explained

4.6 The purpose of various activities within Commercial Law are


4.7 The processes and legal obligations underlying the allotment,

register and transfer of shares within and between companies

and individuals is understood and explained

4.8 The purpose of various government departments and

authorities is explained and their location and access is

explained

5. Identify the main

roles and

responsibilities of

key bodies in the

legal system

5.1 The functions of the courts, regulatory bodies and other legal

service providers are identified

5.2 The roles of key personnel in the legal industry are identified

5.3 Practical implications of relevant legal practice legislation are

explained and applied in regard to own activities

6. Produce and dispatch legal documentation

6.1 Purpose of document/form, and the stage of the legal process

to which it relates, can be explained

6.2 Relevant information is accessed from the client file

6.3 Precedent is accessed from firm’s bank of forms/routine

documentation or document drafted according to firm’s

procedures

6.4 File/matter number is attached to all relevant documentation

6.5 Documentation/form is self checked for accuracy and

presented within agreed timelines

6.6 despatch document in the appropriate manner

6.7 All activities, actions and outcomes are documented and time

recorded as required

6.8 Documentation is filed correctly

Variable Range

Key bodies in the

legal system may

include:

• Regional Court

• Federal Court

• Industrial/labour Relations Court

• City Court

Documents/forms

may include: • letters

• internal correspondence

• transcripts from supervisor’s notes

• emails

• registered legal instruments

Documents may be

despatched via: • fax

• email

• post

• courier

• hand delivery

• pick up by client

Key functions of a

firm may include:

services in a range of legal areas such as:

• commercial law

• family law

• property law

• wills and probate

Evidence Guide

Critical aspects of Competence

Dealing with different clients or client matters based on

legislations, policies, procedures, codes, and guidelines of the

organization

Tools and Equipment

• appropriate legislation and regulations relevant to the

organizational principles

• workplace manuals and reference materials such as

company policy, procedural manuals and checklists

• list of relevant sources of documents and sample

application forms

• appropriate technology such as computers with relevant

software

• appropriate texts and access to person’s with expert

knowledge such as legal practitioners Underpinning Knowledge and Attitudes

• Evidence of current knowledge with regard to scope of legal

system, legislation and own responsibilities and obligations to

client, dealing with documentation requirements and

confidentiality, security and privacy issues

• Legal terminology is used correctly in discussions and

documents

• Broad general knowledge of legal terminology and in-depth

knowledge of legal terminology specific property law

• Broad general knowledge of legal terminology and in-depth

knowledge of legal terminology specific corporations laws

• Relevant legal process and documentation

• Application of a firm’s policies and procedures required in the

full range of tasks covered

Underpinning Skills

• literacy skills to read and interpret documents/forms; follow sequenced written instructions; use appropriate legal terminology and sentence structures; display awareness of purpose and context of documents • Organizational skills to select and apply the procedures and strategies needed to perform a range of tasks, eg. legal forms and enclosures; and to undertake tasks concurrently • proofreading skills • communication skills to listen and question to clarify information; explain legal terminology to others; modify language to meet audience requirements; and consult where necessary with team members and clients • numeracy skills to use a combination of oral and written mathematical and general language for record keeping purposes • Technology skills to use a range of software applications,

electronic mail and internet. Resource

Implications • The assessor must have access to appropriate documentation

and resources normally found in the work environment and

required to allow the job or task to be properly performed.

These may include:

• appropriate legislation and regulations relevant to common

legal matters

• workplace manuals and reference materials such as

company policy, procedural manuals and checklists

• list of relevant sources of certificates and sample application

forms

• background information on courts, their jurisdiction and

behavioural requirements

• appropriate technology such as computers with relevant

software

• appropriate texts and access to person’s with expert

knowledge such as legal practitioners


Assessment(Evidence gathering) methods may include:

• demonstration

• workplace performance

• role-play

• simulation

• oral presentation

• questioning

• written tests

• work based written tests

• third party reports


Unit Title Prepare and execute documents


Unit Descriptor This Unit describes how to prepare and present documents in the practice of service delivery.


1. Prepare

documentation

1.1 Parties, property and all relevant terms agreed to by the parties

are described

1.2 Legal and government requirements are fulfilled in the correct

manner

1.3 Documentation is accurate and complete

1.4 Documentation is prepared within required timeframe

2. Present

documentation

for execution

2.1 Instructions given to the client are accurate and complete

2.2 Client is advised of rights, obligations and responsibilities

ensuing from the legal relationship

2.3 Document is signed and witnessed in accordance with legal

requirements and is properly executed

2.4 Document is certified of necessary

2.5 All relevant processes are completed

2.6 Documentation is checked to ensure it is completed accurately

and in accordance with procedures within the required timeframe

Variable Range

Occupational CRVS and Safety




Type and Source of Information


• Assessments about knowledge, attitude, behavior and practice (KABP) of clients and DARRK staff, towards customers' privacy rights

• Exit interview of clients

• Suggestion boxes of the institution

• Civil Service Reform Desks

• Textbooks customer privacy rights


• Respect and Dignity, confidentiality, access to own DARRK record, care, transfer, and continuity of care, information, consent,

• Sanctity, dignity, culture, values, beliefs and rights of customer are respected.

Confidentiality of client information

May be ensured by:

• Adherence to Privacy Act /or law

• Information disclosed to an appropriate person consistent with the responsibility of this position

• Legal and ethical requirements

• Secure location for written records

• Privacy of work area Records

• Used broadly to apply to all types of physical records that are kept within the DARRK sector.

Tools and equipment


• National legal codes (Criminal and Civil)

• customer's Right Regulations

• Information release policies and guidelines

• Proclamations on civil registration issues

• Regional/local rules and regulations

• Ethiopian civil registration law regarding to workers

Evidence Guide



• Dealing with different clients and/or client matters, creating a range

of documents for the purpose of conveyance, exhibiting appropriate

ethical behaviour.

• Application of this unit of competency will vary with the methods

of document preparation and presentation which depend on the

technology available in the work environment.


• relevant legislation

• Land Administration office requirements

• document format requirements

• fiduciary duties and responsibilities relating to document

preparation

• ethics

• A working knowledge of the organization’s policy on, and

procedures for, usage and protection of information

• A working knowledge of what schedules and policies exist for

routine authorization

• A working knowledge of how to deal appropriately with individual

users

• A working knowledge of why it is important to explain security

procedures to the user

• A working knowledge of what the requirements of the system are

for details

• A working knowledge of what data protection issues may be

involved

• Legislative and regulatory processes

• Legal terminology

• Confidentiality, privacy, and security policies, procedures, and

monitoring (5)

• Release of information policies and procedures

• Professional and practice-related ethical issues Underpinning Skills

• interpret relevant legislations and rule of law

• Customer information handling


Access is required to real or appropriately simulated situations, including work areas, materials and equipment, and to information on workplace practices and DARRK practices.



• Interview / Written Test

• Observation / Demonstration with Oral Questioning Context of Assessment



Unit Title Ensure Customer Information Confidentiality


Unit Descriptor This unit defines the competency required to ensure the implementation of customer privacy rights related to DARRK records.


1. Apply ethical guidelines related to customer information CRVS record handling

1.1 Ethical standards related to customer privacy rights are implemented.

1.2 Customer’s rights are respected to access service and transfer of information.

1.3 Policies and procedures for access and disclosure of personal information are implemented.

1.4 Customers' access to own information and to clear

and concise explanation of all proposed statistical procedures is ensured.

1.5 Record keeping during vital event registration and issuance of certificate to the customer is confirmed by them.

2. Promote customer rights

2.1 Ethical standards related to customer privacy rights are publicized.

2.2 Assessments are conducted and solutions recommended on privacy issues/problems.

2.3 Training programs for DARRK service providers and other staff on privacy and confidentiality of customer information are conducted.

3. Protect individual CRVS records from unauthorized access and disclosure

3.1 Confidentiality of individual’s record is ensured. 3.2 Disclosure of customer’s information to another

person is prevented without customer’s consent. 3.3 Customer-specific data are released to only authorized

users.

Variable Range

Occupational DARRK and Safety




Type and Source of Information


• Assessments about knowledge, attitude, behavior and practice (KABP) of clients and DARRK staff, towards customers' privacy rights

• Exit interview of clients

• Suggestion boxes of the institution

• Civil Service Reform Desks

• Textbooks customer privacy rights


• Respect and Dignity, confidentiality, access to own DARRK record, care, transfer, and continuity of care, information, consent,

• Sanctity, dignity, culture, values, beliefs and rights of customer are respected.

Confidentiality of client information

May be ensured by:

• Adherence to Privacy Act /or law

• Information disclosed to an appropriate person consistent with the responsibility of this position

• Legal and ethical requirements

• Secure location for written records

• Privacy of work area Records

• Used broadly to apply to all types of physical records that are kept within the DARRK sector.

Tools and equipment


• National legal codes (Criminal and Civil)

• customer's Right Regulations

• Information release policies and guidelines

• Regional/local rules and regulations

Evidence Guide



• Applied ethical guidelines related to customer DARRK record handling

• Promoted customer rights

• Protected individual DARRK records from unauthorized access and disclosure



• A working knowledge of the organization’s policy on, and procedures for, usage and protection of information

• A working knowledge of what schedules and policies exist for routine authorization

• A working knowledge of how to deal appropriately with individual users

• A working knowledge of why it is important to explain security procedures to the user

• A working knowledge of what the requirements of the system are for details

• A working knowledge of what data protection issues may be involved

• Legislative and regulatory processes

• Legal terminology

• DARRK information/record laws and regulations (such as customer rights/advocacy, advanced directives, privacy)

• Confidentiality, privacy, and security policies, procedures, and monitoring (5)

• Release of information policies and procedures

• Professional and practice-related ethical issues Underpinning Skills

Demonstrates skills to:

• interpret relevant legislations and rule of law

• Customer information handling


Access is required to real or appropriately simulated situations, including work areas, materials and equipment, and to information on workplace practices and DARRK practices.




• Observation / Demonstration with Oral Questioning Context of Assessment



Unit Title Apply Quality Control

Unit Code MUS CRO3 080811

Unit Descriptor This unit covers the knowledge, skills and attitudes required in applying quality control on DARRK.


1. Determine quality standards

1.1 Quality standard documents are acquired and reviewed. 1.2 Quality standards and procedures are introduced to staff

personnel. 1.3 Quality standard procedures are ensured to be implemented

in accordance with the organization/workplace policy. 1.4 Standard procedures are revised / updated when necessary.

2. Assess quality of work and product delivered

2.1 Products/work outputs and work performance are checked against organization quality standards and specifications.

2.2 Work outputs and performance delivered are evaluated using the appropriate evaluation parameters and in accordance with organization standards.

2.3 Causes of any identified faults are identified and corrective actions taken in accordance with organization policies and procedures.

3. Record information

3.1 Basic information on the quality performance is recorded in accordance with organization procedures.

3.2 Records of work quality are maintained according to the requirements of the organization.

4. Study causes of quality deviations

4.1 Causes of deviations from final outputs or services are investigated and reported in accordance with organization procedures.

4.2 Suitable preventive action is recommended based on organization quality standards and identified causes of deviation from specified quality standards of final service or output.

5. Complete documentation

5.1 Information on quality and other indicators of service performance is recorded.

5.2 All service processes and outcomes are recorded.

Variable Range

Quality check • Visual inspection

• Physical measurements

• Check against design/specifications Quality standards

• Materials

• Component parts

• Final product

• Production process

• Conformity to specifications Quality parameters

• Finish

• Size

• Durability

• Product variations

• Materials

• Alignment

• Color

• Damage and imperfections

Evidence Guide

Critical Aspects of Assessment requires evidence that the candidate:

Competence

• Checked completed work continuously against organization standard

• Identified and isolated faulty or poor product/output

• Checked service delivered against organization standards

• Identified and applied corrective actions on the causes of identified faults or error

• Recorded basic information regarding quality performance

• Investigated causes of deviations of services against standard

• Recommended suitable preventive actions Underpinning Knowledge


• Relevant quality standards, policies and procedures

• Characteristics of products/outputs

• Safety environment aspects of production processes

• Relevant evaluation techniques and quality checking procedures

• Workplace procedures and reporting procedures Underpinning

Skills Demonstrates skills to:

• Interpret work instructions, specifications and standards appropriate to the required work or product

• Carry out relevant performance evaluation

• Maintain accurate work records in accordance with procedures

• Meet work specifications and requirements

• Communicate effectively within defined workplace procedures


The following resources should be provided:

• Access to relevant workplace or appropriately simulated environment and materials relevant to the activity/ task


Competence may be accessed through:


• Observation / Demonstration Context for Assessment



Unit Title Improve Business Practice


Unit Descriptor This unit covers the knowledge, skills and attitudes required in promoting, improving and growing business operations.


1. Diagnose the business

1.1 Data required for diagnosis are determined and acquired.

1.2 Competitive advantage of the business is determined from the data.

1.3 SWOT analysis of the data is undertaken. 2. Benchmark

the business 2.1 Sources of relevant benchmarking data are identified. 2.2 Key indicators for benchmarking are selected in

consultation with key stakeholders. 2.3 Like indicators of own practice are compared with

benchmark indicators. 2.4 Areas for improvement are identified.

3. Develop plans to improve business performance

3.1 A consolidated list of required improvements is developed.

3.2 Cost-benefit ratios are determined for required improvements.

3.3 Work flow changes resulting from proposed improvements are determined.

3.4 Proposed improvements are ranked according to agreed criteria.

3.5 An action plan is developed and agreed to implement the top ranked improvements.

3.6 Organizational structures are checked to ensure they are suitable.

4. Develop marketing and promotional plans

4.1 The practice vision statement is reviewed. 4.2 Practice objectives are developed/reviewed. 4.3 Target markets are identified/refined. 4.4 Market research data are obtained. 4.5 Competitor analysis is obtained. 4.6 Market position is developed/reviewed. 4.7 Practice brand is developed. 4.8 Benefits of practice/practice products/services are

identified. 4.9 Promotion tools are selected/developed.

5. Develop business growth plans

5.1 Plans are developed to increase yield per existing client. 5.2 Plans are developed to add new clients. 5.3 Proposed plans are ranked according to agreed

criteria. 5.4 An action plan is developed and agreed to implement

the top ranked plans. 5.5 Practice work practices are reviewed to ensure they

support growth plans.

6. Implement and monitor plans

6.1 Implementation plan is developed in consultation with all relevant stakeholders.

6.2 Indicators of success of the plan are agreed. 6.3 Implementation is monitored against agreed

indicators. 6.4 Implementation is adjusted as required.

Variable Range

Data required includes:

• Organization capability

• Appropriate business structure

• Level of client service which can be provided

• Internal policies, procedures and practices

• Staff levels, capabilities and structure

• Market, market definition

• Market changes/market segmentation

• Market consolidation/fragmentation

• Revenue

• Level of commercial activity

• Expected revenue levels, short and long term

• Revenue growth rate

• Break even data

• Pricing policy

• Revenue assumptions

• Business environment

• Economic conditions

• Social factors

• Demographic factors

• Technological impacts

• Political/legislative/regulative impacts

• Competitors, competitor pricing and response to pricing

• Competitor marketing/branding

• Competitor products

Competitive advantage

includes:

• Cervices/products

• Fees

• Location

• Timeframe

Objectives should be 'SMART' , that:

• Specific

• Measurable

• Achievable

• Realistic

• Time defined Market research data includes:

• Data about existing clients

• Data about possible new clients

• Data from internal sources

• Data from external sources such as:

• Trade associations/journals

• Yellow Pages small business surveys

• Libraries

• Internet

• Chamber of Commerce

• Client surveys

• Industry reports

• Secondary market research

• Primary market research such as: � Telephone surveys � Personal interviews � Mail surveys

Competitor analysis

• Competitor offerings

• Competitor promotion strategies and activities

• Competitor profile in the market place SWOT analysis includes:

• Internal strengths such as staff capability, recognized

• Quality

• Internal weaknesses such as poor morale,

• Under-capitalization, poor technology

• External opportunities such as changing market and

• Economic conditions

• External threats such as industry fee structures, strategic

• Alliances, competitor marketing Key indicators may include:

• Salary cost and staffing

• Personnel productivity (particularly of principals)

• Profitability

• Fee structure

• Client base

• Size staff/principal

• Overhead/overhead control

Organizational

structures include:

• Legal structure (partnership, Limited Liability Company, etc.)

• Organizational structure/hierarchy

• Reward schemes

Market position should

include data on:

• product

• The good or service provided

• Product mix

• The core product - what is bought

• The tangible product - what is perceived

• The augmented product - total package of consumer

• Features/benefits

• Product differentiation from competitive products

• New/changed products

• Price and pricing strategies (cost plus, supply/demand, ability to pay, etc.)

• Pricing objectives (profit, market penetration, etc.)

• Cost components

• Market position

• Distribution strategies

• Marketing channels

• Promotion

• Promotional strategies

• Target audience

• Communication

• Promotion budget Practice brand

:

May include:

• Practice image

• Practice logo/letter head/signage

• Phone answering protocol

• Facility decor

• Slogans

• Templates for communication/invoicing

• Style guide

• Writing style

• AIDA (attention, interest, desire, action) Benefits May include:

• Features as perceived by the client

• Benefits as perceived by the client

Promotion tools May include:

• Networking and referrals

• Seminars

• Advertising

• Press releases

• Publicity and sponsorship

• Brochures

• Newsletters (print and/or electronic)

• Websites

• Direct mail

• Telemarketing/cold calling Yield per existing client may be increased by:

• Raising charge out rates/fees

• Packaging fees

• Reduce discounts

• Sell more services to existing clients

Evidence Guide


The candidate must be able to demonstrate:

• Ability to identify the key indicators of business performance

• Ability to identify the key market data for the business

• Knowledge of a wide range of available information sources

• Ability to acquire information not readily available within a business

• Ability to analyze data and determine areas of improvement

• Ability to negotiate required improvements to ensure implementation

• Ability to evaluate systems against practice requirements

• And form recommendations and/or make recommendations

• Ability to assess the accuracy and relevance of information



• Data analysis

• Communication skills

• Computer skills to manipulate data and present information

• Negotiation skills

• Problem solving

• Planning skills

• Marketing principles

• Ability to acquire and interpret relevant data

• Current product and marketing mix

• Sources of relevant benchmarking data

• Use of market intelligence

• Development and implementation strategies of promotion and growth plans

Underpinning Skills

Demonstrate skills on:

• Data analysis and manipulation

• Ability to acquire and interpret required data

• Current practice systems and structures

• Methods of selecting relevant key benchmarking indicators


Underpinning Skills

• Communication skills

• Working and consulting with others when developing plans for the business

• Negotiation skills and problem solving

• Using computers to manipulate, present and distribute information

• Planning skills Resources Implication

Access is required to real or appropriately simulated situations, including work areas, materials and equipment, and to information on workplace practices and OHS practices.




• Observation / Demonstration Context of Assessment


Unit Title Lead Workplace Communication

Unit Code MUS CRO310 0811

Unit Descriptor This unit covers the knowledge, attitudes and skills to lead in the dissemination and discussion of information and issues in the workplace.


1. Communicate information about workplace processes

1.1 Appropriate communication method is selected. 1.2 Multiple operations involving several topics areas are

communicated accordingly. 1.3 Questions are used to gain extra information. 1.4 Correct sources of information are identified. 1.5 Information is selected and organized correctly. 1.6 Verbal and written reporting is undertaken when

required. 1.7 Communication skills are maintained in all situations.

2. Lead workplace discussion

2.1. Response to workplace issues is sought. 2.2. Response to workplace issues is provided

immediately 2.3. Constructive contributions are made to workplace

discussions on such issues as production, quality and safety.

2.4. Goals/objectives and action plan undertaken in the workplace are communicated.

3. Identify and communicate issues arising in the workplace

3.1. Issues and problems are identified as they arise. 3.2. Information regarding problems and issues is

organized coherently to ensure clear and effective communication.

3.3. Dialogue is initiated with appropriate personnel. 3.4. Communication problems and issues are raised as

they arise.

Variable Range

Methods of communication

• Non-verbal gestures

• Verbal

• Face to face

• Two-way radio

• Speaking to groups

• Using telephone

• Written

• Using Internet

Evidence Guide

Critical aspects of Assessment

Demonstrates skills and knowledge to:

• Dealt with a range of communication/information at one time

• Made constructive contributions in workplace issues

• Sought workplace issues effectively

• Responded to workplace issues promptly

• Presented information clearly and effectively written form

• Used appropriate sources of information

• Asked appropriate questions

• Provided accurate information Underpinning Knowledge and Attitudes


• Organization requirements for written and electronic communication methods

• Effective verbal communication methods

Underpinning Skills


• Organize information

• Understand and convey intended meaning

• Participate in variety of workplace discussions

• Comply with organization requirements for the use of written and electronic communication methods


The following resources must be provided: variety of information, communication tools, simulated workplace

Assessment Methods


• Interview

• Observation/Demonstration Context of Assessment



Unit Title Lead Small Teams


Unit Descriptor

This unit covers the knowledge, attitudes and skills to lead small teams including setting and maintaining team and individual performance standards.


1. Provide team leadership

1.1. Work requirements are identified and presented to team members.

1.2. Reasons for instructions and requirements are communicated to team members.

1.3. Team members’ queries and concerns are recognized, discussed and dealt with.

2. Assign responsibilities

2.1. Duties and responsibilities are allocated having regarded to the skills, knowledge and aptitude required to properly undertake the assigned task and according to company policy.

2.2. Duties are allocated having regard to individual preference, domestic and personal considerations, whenever possible.

3. Set performance expectations for team members

3.1. Performance expectations are established based on client needs and according to assignment requirements.

3.2. Performance expectations are done based on individual team members duties and area of responsibility

3.3. Performance expectations are discussed and disseminated to individual team members.

4. Supervised team performance

4.1. Monitoring of performance is taken place against defined performance criteria and/or assignment instructions and corrective action taken if required.

4.2. Team members are provided with feedback, positive support and advice on strategies to overcome any deficiencies.

4.3. Performance issues which cannot be rectified or addressed within the team are referenced to appropriate personnel according to employer policy.

4.4. Team members are kept informed of any changes in the priority allocated to assignments or tasks which might impact on client/customer needs and satisfaction.

4.5. Team operations are monitored to ensure that employer/ client needs and requirements are met.

4.6. Follow-up communication is provided on all issues affecting the team.

4.7. All relevant documentation is completed in accordance with company procedures.

Variable Range

Work requirements

• Client Profile

• Assignment instructions

Team member’s concerns

• Roster/shift details

Monitor performance

• Formal process

• Informal process Feedback • Formal process

• Informal process Performance issues

• Work output

• Work quality

• Team participation

• Compliance with workplace protocols

• Safety

• Customer service

Evidence Guide Description

Critical aspects of Assessment

Demonstrates skills and knowledge to:

• Maintained or improved individuals and/or team performance given a variety of possible scenario

• Assessed and monitored team and individual performance against set criteria

• Represented concerns of a team and individual to next level of management or appropriate specialist and to negotiate on their behalf

• Allocated duties and responsibilities, having regard to individual’s knowledge, skills and aptitude and the needs of the tasks to be performed

• Set and communicated performance expectations for a range of tasks and duties within the team and provided feedback to team members



• Company policies and procedures

• Relevant legal requirements

• How performance expectations are set

• Methods of Monitoring Performance

• Client expectations

• Team member’s duties and responsibilities Underpinning Skills


• Communication skills required for leading teams

• Informal performance counseling skills

• Team building skills

• Negotiating skills


• Access to relevant workplace or appropriately simulated environment where assessment can take place

• Materials relevant to the proposed activity or task Assessment Methods


• Interview

• Observation/Demonstration Context of Assessment
