SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Perform general frontline service duties 
SAQA US ID UNIT STANDARD TITLE
114500  Perform general frontline service duties 
ORIGINATOR
SGB Postal Services 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Consumer Services 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is intended for persons working in, or planning entry into, the Postal Industry, but has a generic component too, in that it provides a fundamental competence to conduct workplace administration and communication. A person credited with this unit standard will be able to compile written and verbal communication in the frontline context. This unit standard will contribute to the full development of any learner within the Postal Industry by providing recognition, further mobility and transportability within the field. The knowledge, skills and understanding demonstrated in this unit standard is essential for social and economic transformation and upliftment within the Postal Industry. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
The following knowledge, skills, attitude and/or equivalent are assumed for a learner embarking on the unit standard:
  • Communication and literacy, NQF level 3
  • Mathematical literacy, NQF level 3 

  • UNIT STANDARD RANGE 
  • Correspondence may include but not limited to memo`s, faxes, flash faxes, circulars, take-notes, electronic mail, directives, instructions
  • Documentation may include but not limited to attendance registers, record books, clock cards, leave forms, application and registration forms, claim forms
  • Statistical information may include but not limited to balance sheets, balance books, reports, work sheets office records
  • Equipment may include but not limited to date stamps, safes, tills, counter equipment, stationery. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Deal with correspondence in frontline service environment. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Workplace and customer correspondence is acknowledged, timeously. 

    ASSESSMENT CRITERION 2 
    2. Workplace and customer correspondence is responded to according to organisation`s policies and procedures. 

    ASSESSMENT CRITERION 3 
    3. Actions required by correspondence are completed within set timeframes. 

    ASSESSMENT CRITERION 4 
    4. Correspondence is disposed of according to organisation`s policies and procedures. 

    SPECIFIC OUTCOME 2 
    Complete documentation for the workplace. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Information required to complete workplace documentation is collected from relevant sources. 

    ASSESSMENT CRITERION 2 
    2. Information to be recorded is organised and arranged so as to structure the elements. 

    ASSESSMENT CRITERION 3 
    3. Information is recorded on workplace documentation, accurately. 

    ASSESSMENT CRITERION 4 
    4. Documentation is disposed of according to workplace procedures. 

    SPECIFIC OUTCOME 3 
    Compile statistical reports for internal distribution. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Information to be recorded is collected according to standard operating procedures. 

    ASSESSMENT CRITERION 2 
    2. Information is verified according to quality standards. 

    ASSESSMENT CRITERION 3 
    3. Statistical and historical information is recorded from existing documentation. 

    ASSESSMENT CRITERION 4 
    4. Reports are disposed of according to workplace procedures. 

    SPECIFIC OUTCOME 4 
    Participate in meeting for frontline operations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Performance exceptions are reviewed according to organisation`s policies and procedures. 

    ASSESSMENT CRITERION 2 
    2. Corrective actions are implemented where necessary according to organisation`s policies and procedures. 

    ASSESSMENT CRITERION 3 
    3. Daily point of sale activities are planned according to operational plans. 

    ASSESSMENT CRITERION 4 
    4. Action plans are implemented according to operational plans. 

    SPECIFIC OUTCOME 5 
    Prepare point of sale workstation for frontline service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Workstation is rendered presentable according to quality frontline standards. 

    ASSESSMENT CRITERION 2 
    2. Workstation is prepared according to standard operating procedures. 

    ASSESSMENT CRITERION 3 
    3. Workstation is checked for functionality according to standard operating procedures. 

    ASSESSMENT CRITERION 4 
    4. Required equipment is set out according to standard operating procedures. 

    ASSESSMENT CRITERION 5 
    5. Access to financial systems, where necessary, is obtained according to standard security procedures. 

    ASSESSMENT CRITERION 6 
    6. Workstation equipment, cash and stock is secured according to standard security procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a learner against this unit standard must be registered as an assessor with a relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider with a relevant ETQA.
  • The relevant ETQA according to the moderation guidelines and the agreed ETQA procedures will oversee moderation of assessment and is responsible for moderation of learner achievements of learners who meet the requirements of this unit standard. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Credited learners understand and can explain:
  • Organisational specific policies, procedures and systems
  • Organisational vision, mission and operational objectives 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solve problems.

    Evident in specific outcome:
  • Participate in meeting for frontline operations

    Evident in assessment criteria:
  • Daily point of sale activities are planned according to operational plans 

  • UNIT STANDARD CCFO WORKING 
    Work effectively with others.

    Evident in specific outcome:
  • Participate in meeting for frontline operations

    Evident in assessment criteria:
  • Performance exceptions are reviewed according to organisation`s policies and procedures
  • Corrective actions are implemented where necessary according to organisation`s policies and procedures 

  • UNIT STANDARD CCFO ORGANISING 
    Employ self management.

    Evident in specific outcome:
  • Prepare point of sale workstation for frontline service

    Evident in all assessment criterias. 

  • UNIT STANDARD CCFO COLLECTING 
    Manage information.

    Evident in specific outcome:
  • Deal with correspondence in frontline service environment
  • Complete documentation for the workplace
  • Compile statistical reports for internal distribution

    Evident in all assessment criterias. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively.

    Evident in specific outcome:
  • Deal with correspondence in frontline service environment
  • Complete documentation for the workplace
  • Compile statistical reports for internal distribution

    Evident in all assessment criterias. 

  • UNIT STANDARD CCFO SCIENCE 
    Demonstrate scientific and technological competence.

    Evident in specific outcome:
  • Prepare point of sale workstation for frontline service

    Evident in assessment criteria:
  • Action plans are implemented according to operational plans 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate scientific and technological competence.

    Evident in specific outcome:
  • Prepare point of sale workstation for frontline service

    Evident in all assessment criterias 

  • UNIT STANDARD CCFO CONTRIBUTING 
    Understand Contextual world-systems.

    Evident in specific outcome:
  • Balance transactions at the end of a trade period

    Evident in all assessment criterias 

  • UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48666   Further Education and Training Certificate: Postal Frontline Service  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.