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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
Critical Aspects of Competence
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 Code MUS CRO3 03 0811
Unit Descriptor This unit of competence describes the skills and knowledge required to process document verification and registration.
Elements Performance Criteria
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
May include but not limited to:
• Ethiopian Coding Standards
• Document Classifications and coding manual
• DARRK reference books/ software
• Browse
Verification and registration of documents
May include but not limited to:
• Contract
• Wills
• Memorandum of association
• Articles of association Documents
May include but not limited to:
• paper based
• electronic Classification system
May include but not limited to:
• International Classification of documents
• DARRK classification system Organizational requirements
May include but not limited to:
• DARRK principles & practice guidelines
• Protocols
• Organizational policies and/or procedures Coding tools
May include but not limited to:
• International Coding manuals
• DARRK reference books, manuals/software
• International &Ethiopian Coding Standard Materials May include but not limited to:
• Shelves
• Stationeries
Evidence Guide
Critical Aspects of Competence
Demonstrates skills and knowledge in:
• Identified and evaluated documents
• Assigned codes to documents
• Promoted utilization of documents’ coding and classification
Underpinning Knowledge and Attitudes
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
Competency may be assessed through:
• 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 Code MUS CRO3 02 0811
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.
Elements Performance Criteria
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 Code MUS CRO3 02 0811
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.
Elements Performance Criteria
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
identified and explained
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
identified and explained
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
identified and explained
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
identified and explained
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
• 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
Methods of Assessment
Assessment(Evidence gathering) methods may include:
• demonstration
• workplace performance
• role-play
• simulation
• oral presentation
• questioning
• written tests
• work based written tests
• third party reports
Occupational Standard: Document authentication ,registration and record keeping( DARRK) Level III
Unit Title Prepare and execute documents
Unit Code MUS CRO3 06 0811
Unit Descriptor This Unit describes how to prepare and present documents in the practice of service delivery.
Elements Performance Criteria
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
May include but not limited to:
• 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.
Type and Source of Information
May include but not limited to:
• 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
May include but not limited to:
• 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
May include but not limited to:
• 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
Critical Aspects of Competence
Demonstrates skills and knowledge in:
• 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.
Underpinning Knowledge and Attitudes
• 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
Resource Implications
Access is required to real or appropriately simulated situations, including work areas, materials and equipment, and to information on workplace practices and DARRK practices.
Method of Assessment
Competency may be assessed through:
• Interview / Written Test
• Observation / Demonstration with Oral Questioning 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 Ensure Customer Information Confidentiality
Unit Code MUS CRO3 06 0811
Unit Descriptor This unit defines the competency required to ensure the implementation of customer privacy rights related to DARRK records.
Elements Performance Criteria
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
May include but not limited to:
• 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.
Type and Source of Information
May include but not limited to:
• 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
May include but not limited to:
• 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
May include but not limited to:
• National legal codes (Criminal and Civil)
• customer's Right Regulations
• Information release policies and guidelines
• Regional/local rules and regulations
Evidence Guide
Critical Aspects of Competence
Demonstrates skills and knowledge in:
• Applied ethical guidelines related to customer DARRK record handling
• Promoted customer rights
• Protected individual DARRK records from unauthorized access and disclosure
Underpinning Knowledge and Attitudes
Demonstrates knowledge of:
• 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
Resource Implications
Access is required to real or appropriately simulated situations, including work areas, materials and equipment, and to information on workplace practices and DARRK practices.
Method of Assessment
Competency may be assessed through:
• Interview / Written Test
• Observation / Demonstration with Oral Questioning 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 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.
Elements Performance Criteria
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
Demonstrates knowledge of:
• 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
Resource Implications
The following resources should be provided:
• Access to relevant workplace or appropriately simulated environment and materials relevant to the activity/ task
Methods of Assessment
Competence may be accessed through:
• Interview / Written Test
• Observation / Demonstration Context for 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) Level III
Unit Title Improve Business Practice
Unit Code MUS CRO3 09 0811
Unit Descriptor This unit covers the knowledge, skills and attitudes required in promoting, improving and growing business operations.
Elements Performance Criteria
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
Critical Aspects of Competence
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
Underpinning Knowledge and Attitudes
Demonstrates knowledge of:
• 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
Occupational Standard: Document authentication ,registration and record keeping( DARRK) Level III
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.
Methods of Assessment
Competence may be assessed through:
• Interview / Written Test
• Observation / Demonstration Context of Assessment
Competence may be assessed in the work place or in a simulated work place setting
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.
Elements Performance Criteria
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
Demonstrates knowledge of:
• Organization requirements for written and electronic communication methods
• Effective verbal communication methods
Underpinning Skills
Demonstrates skills to:
• 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
Resource Implications
The following resources must be provided: variety of information, communication tools, simulated workplace
Assessment Methods
Competence may be assessed through:
• Interview
• 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) Level III
Unit Title Lead Small Teams
Unit Code MUS CRO3 11 0811
Unit Descriptor
This unit covers the knowledge, attitudes and skills to lead small teams including setting and maintaining team and individual performance standards.
Elements Performance Criteria
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
Underpinning Knowledge and Attitudes
Demonstrates knowledge of:
• 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
Demonstrates skills to:
• Communication skills required for leading teams
• Informal performance counseling skills
• Team building skills
• Negotiating skills
Resource Implications
• Access to relevant workplace or appropriately simulated environment where assessment can take place
• Materials relevant to the proposed activity or task Assessment Methods
Competence may be assessed through:
• Interview
• Observation/Demonstration Context of Assessment
Competence may be assessed in the work place or in a simulated work place setting