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 QUALIFICATION THAT HAS PASSED THE END DATE:

Further Education and Training Certificate: Postal Frontline Service

SAQA QUAL ID	QUALIFICATION TITLE
48666	Further Education and Training Certificate: Postal Frontline Service
ORIGINATOR
SGB Postal Services
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY			NQF SUB-FRAMEWORK
SERVICES - Services Sector Education and Training Authority			OQSF - Occupational Qualifications Sub-framework
QUALIFICATION TYPE	FIELD		SUBFIELD
Further Ed and Training Cert	Field 11 - Services		Consumer Services
ABET BAND	MINIMUM CREDITS	PRE-2009 NQF LEVEL	NQF LEVEL	QUAL CLASS
Undefined	148	Level 4	NQF Level 04	Regular-Unit Stds Based
REGISTRATION STATUS		SAQA DECISION NUMBER	REGISTRATION START DATE	REGISTRATION END DATE
Passed the End Date - Status was "Reregistered"		SAQA 9999/99	2018-07-01	2023-06-30
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-06-30		2029-06-30

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 qualification does not replace any other qualification and is not replaced by any other qualification.

PURPOSE AND RATIONALE OF THE QUALIFICATION

This qualification is aimed at creating a competent workforce in the Postal Industry that will enable the industry to meet current and future needs. It will allow learners within the industry to obtain a nationally recognised qualification in the rendering of frontline service, whilst simultaneously altering the current negative perception of Postal Industry in South Africa, by increasing the levels of efficiency. Thus it will set a standard to create and ensure quality delivery of all mail products in postal industry.
On completion of this qualification the learner will be able to:

Provide effective frontline service

Improve customer relations in the community

Rationale

This qualification is designed to meet the workplace-based needs of the Postal Industry that relates to the rendering of Frontline Service, as expressed by employers and employees. The qualification equips the learner with competencies that will enhance accessibility to employment in the Postal Industry, whilst also providing flexibility to facilitate the pursuit of different career opportunities. Learners who qualify will be able to improve their earning ability, by obtaining professional competence (simultaneously addressing their basic needs for security and improving their skills base and marketability). The generic nature of some competencies will allow for transferability, facilitating the address of national, through to individual, needs. Competencies acquired are primarily aimed at optimising the service delivery, profitability and image of organisations within the Postal Industry and the retail industry in general.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

It is assumed that learners embarking on learning towards this qualification are already competent in the areas of communication, mathematics and computer literacy at NQF level 3 in the Further Education and Training Band, and Life Skills at NQF level 2. These competencies are required in order to render frontline services, and in order for workers to conduct themselves professionally.

Recognition of prior learning (RPL)

This qualification can be achieved, in part or entirely, through recognition of prior learning. Recognition of prior learning will include formal, informal and non-formal learning and workplace experience, in terms of the criteria laid out.

Any learner wishing to be directly assessed may arrange to do so, without participating in further training or education.

RECOGNISE PREVIOUS LEARNING?

QUALIFICATION RULES

The Qualification consists of a Fundamental, a Core and an Elective Component.

To be awarded the Qualification, learners are required to obtain a minimum of 148 credits as detailed below.

Fundamental Component:

The Fundamental Component consists of Unit Standards in:

Mathematical Literacy at Level 4 to the value of 16 credits.

Communication at Level 4 in a First South African Language to the value of 20 credits.

Communication in a Second South African Language at Level 3 to the value of 20 credits.

It is compulsory therefore for learners to do Communication in two different South African languages, one at Level 4 and the other at Level 3.

All Unit Standards in the Fundamental Component are compulsory.

Core Component:

The Core Component consists of Unit Standards to the value of 87 credits all of which are compulsory.

Elective Component:

The Elective Component consists of Unit Standards to the value of 47 credits in a number of specializations each with its own set of Unit Standards. Learners are to choose Elective Unit Standards at least to the value of 5 credits from the specialisations below.

Information Technology (total 21 credits):
> 7570: Produce word processing documents for business, Level 3, 5 credits.
> 7567: Produce and use spreadsheets for business, Level 3, 5 credits.
> 7575: Produce presentation documents for business, Level 3, 5 credits.
> Demonstrate basic knowledge of computers, Level , 6 credits.

Junior Management (total 26 credits):
> 10140:Apply a range of project management tools, Level 4, 8 credits.
> 14550:Advise on the management of a skills development course, Level 4, 6 credits .
> 14551: Analyse the skills development legislation and apply it in the workplace, Level 4, 4 credits.
> 13950:Apply technical knowledge and skill in order to manage risk in occupational health and occupational hygiene, Level 4, 8 credits.

EXIT LEVEL OUTCOMES

Fundamental

1. Use and interpret language effectively for verbal and non-verbal communication.
2. Use mathematics for personal and business applications.
3. Manage transactions in executing frontline service.
4. Market products and services in the execution of frontline service.
5. Perform general frontline service activities

Elective (10 Credits)

1. Use information technology in the workplace to enhance overall efficiency and effectiveness.
2. Perform various junior management tasks in the workplace.

ASSOCIATED ASSESSMENT CRITERIA

Fundamental
1.

Verbal and non-verbal communication is used effectively

Text and subtext of verbal and non-verbal communication is identified and acted on

Communication is used to learn individually or in groups, effectively and efficiently

2.

National regional and personal budgets are analysed

Calculations and the use of statistics are correct

Calculations and instruments are used and taken into account when reporting final values

3.

Transactions are captured, processed and analysed, accurately

Cash rendered and reimbursed in transactions is controlled accurately

Stock and cash is handled and stored securely and according to organisation's policies and procedures

Transactions are balanced at the end of a trading period

Customers are attended to in accordance with organisation's values

4.

Products and services are promoted and marketed ethically

Self analysis is conducted in a way congruent with organisation's values

Reflection and self improvement is continuous for personal development

5.

Stock is controlled so that frontline operations are not hampered

Suppliers are dealt with ethically and according to organisation's policies and procedures

Frontline transactions are analysed to provide trade insights

Documentation and correspondence is dealt with accurately, efficiently and effectively

Elective (10 Credits)
1.

The need for and applications of information technology is placed within the workplace context

Applications of information technology is used in the workplace to the benefit of the individual and the organisation

2.

Projects are managed using predefined tools, appropriately

Advice is given on the development of skills of others to the benefit of the individual and the organisation

Risks relating to occupational health and occupational hygiene are managed to ensure compliance to legislation

Integrated assessment

Learners are expected to demonstrate competence in a way that integrates all outcomes, showing their ability to integrate concepts, ideas and actions across unit standards, in order to achieve competence that is grounded and coherent in relation to the purpose and exit level outcomes of the qualification. Assessors should make use of formative and summative assessment methods and should assess combinations of practical, applied, foundational and reflexive competencies.

Integrated assessment must assess the quality of the observable performance, as well as the quality of thinking that lies behind it. Assessment tools must thus encourage learners to explain the thinking and decision-making that underpin their performance. Assessment criteria in the unit standards are performance-based (applied competence as opposed to required knowledge only). Workplace experience may be recognised when awarding credits towards this qualification.

A broad range of task-orientated and theoretical assessment tools may be used, and the distinction between practical knowledge and disciplinary knowledge must be maintained.

INTERNATIONAL COMPARABILITY

Various international Qualifications Authorities were researched to establish the international alignment of this qualification. These Authorities include:

Qualifications Curriculum and Assessment Authority for Wales

National Skills Standards Board Institute, USA

Australian Qualifications Framework

Scottish Qualifications Authority

New Zealand Qualifications Authority

National Qualifications Authority of Ireland

Northern Ireland Council for the Curriculum, Examinations and Assessment

The Qualifications and Curriculum Authority, UK, showed close overlap with this qualification
This authority has 2 similar, registered, qualifications:
Title: Mail Operations
Level: 2-Intermediate
Candidates must complete a total of 6 units for the qualifications:
Three mandatory units from Group A:

Contribute to the Maintenance of Health and Safety in the Workplace

Contribute to the Security of the Workplace

Identify and Support Improvements to Customer Service and Business Operations

Group B - One Optional Units

Separate Mail for Processing

Sort Mail Manually

Sort Mail Through Automated Processing Systems

Deliver Mail to Domestic and Business Customers

Group C - Two Optional Units

Contribute to Effective Working Relationships

Meet Customers' Needs for Information and Advice

Contribute to the Maintenance and Security of Vehicles

Process Orders using Automated Assembly Systems

Collect and Transport Mail for Processing

Contribute to Maintaining the Effectiveness of Mail Processing Machinery

Group D - Optional Additional Units:
Various language Units

The present qualification aligns well with the UK qualifications' compulsory Group A units and optional Group C units, which are customer and health and safety oriented.

ARTICULATION OPTIONS

This qualification will allow learners to articulate:
Vertically to: National Certificate in Frontline Management (NQF Level 5)
Horizontally to: National Certificate: Management (NQF Level 4)

MODERATION OPTIONS

Moderation includes both internal and external moderation of assessments at exit points of the qualification and encompasses achievement of the competence described both in unit standards as well as the integrated competence described in the qualification.

Assessment of learner achievements take place at ETQA accredited providers for the provision of programmes that result in the outcomes specified for the Further Education and Training Certificate in Postal Frontline Service, NQF level 4. These providers are responsible for the moderation of learner achievements of learners who meet the requirements of each unit standard. Those assessing the outcomes of this qualification should be registered with the relevant ETQA.

Each Unit Standard will be externally moderated by a moderator registered with the relevant ETQA.

Anyone wishing to be assessed against this Qualification may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant ETQA.

CRITERIA FOR THE REGISTRATION OF ASSESSORS

Notes to Assessors
Assessors should keep the following principles in mind when designing and conducting assessments against this qualification:

Focus the assessment activities on gathering evidence in terms of the main outcome expressed in the title to ensure assessment is integrated rather than fragmented. Remember we want to declare the person competent in terms of the title. Where assessment at title level is unmanageable, then focus assessment around each specific outcome, or groups of specific outcomes.

Make sure evidence is gathered across the entire range, wherever it applies. Assessment activities should be as close to the real performance as possible, and where simulations or role-plays are used, there should be supporting evidence to show the learner is able to perform in the real situation.

Do not focus the assessment activities on each assessment criterion. Rather make sure the assessment activities focus on outcomes and are sufficient to enable evidence to be gathered around all the assessment criteria.

The assessment criteria provide the specifications against which assessment judgements should be made. In most cases, knowledge can be inferred from the quality of the performances, but in other cases, knowledge and understanding will have to be tested through questioning. Where this is required, there will be assessment criteria to specify the standard required.

The task of the assessor is to gather sufficient evidence, of the prescribed type and quality, as specified in this qualification, that the learner can achieve the outcomes repeatedly. This means assessors will have to judge how many repeat performances are required before they believe the performance is reproducible.

All assessments should be conducted in line with the following well documented principles of assessment: appropriateness, fairness, manageability, integration into work or learning, validity, direct, authentic, sufficient, systematic, open and consistent.

REREGISTRATION HISTORY

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

NOTES

N/A

UNIT STANDARDS:

	ID	UNIT STANDARD TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Core	114502	Capture, process and analyse frontline transactions	Level 4	NQF Level 04	15
Core	10039	Carry out marketing administration within agreed parameters	Level 4	NQF Level 04	10
Core	110057	Conduct a self-evaluation of own progress and development	Level 4	NQF Level 04	2
Core	114495	Control cash at a point of sale	Level 4	NQF Level 04	15
Core	114480	Control stock at a point of sale	Level 4	NQF Level 04	15
Core	10021	Instil in myself a personal marketing culture	Level 4	NQF Level 04	4
Core	114500	Perform general frontline service duties	Level 4	NQF Level 04	5
Core	8284	Selling goods and services	Level 4	NQF Level 04	16
Core	114503	Perform mail related in frontline service environment	Level 5	Level TBA: Pre-2009 was L5	5
Fundamental	8968	Accommodate audience and context needs in oral communication	Level 3	NQF Level 03	5
Fundamental	8969	Interpret and use information from texts	Level 3	NQF Level 03	5
Fundamental	8973	Use language and communication in occupational learning programmes	Level 3	NQF Level 03	5
Fundamental	8970	Write texts for a range of communicative contexts	Level 3	NQF Level 03	5
Fundamental	9015	Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems	Level 4	NQF Level 04	6
Fundamental	8974	Engage in sustained oral communication and evaluate spoken texts	Level 4	NQF Level 04	5
Fundamental	8975	Read analyse and respond to a variety of texts	Level 4	NQF Level 04	5
Fundamental	9016	Represent analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts	Level 4	NQF Level 04	4
Fundamental	8979	Use language and communication in occupational learning programmes	Level 4	NQF Level 04	5
Fundamental	7468	Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues	Level 4	NQF Level 04	6
Fundamental	8976	Write for a wide range of contexts	Level 4	NQF Level 04	5
Elective	9532	Demonstrate basic knowledge of computers	Level 3	NQF Level 03	6
Elective	7567	Produce and use spreadsheets for business	Level 3	NQF Level 03	5
Elective	7575	Produce presentation documents for business	Level 3	NQF Level 03	5
Elective	7570	Produce word processing documents for business	Level 3	NQF Level 03	5
Elective	14551	Analyse the skills development legislation and apply it in the workplace	Level 4	NQF Level 04	4
Elective	10140	Apply a range of project management tools	Level 4	NQF Level 04	8
Elective	13950	Apply technical knowledge and skill in order to manage risk in occupational health and occupational hygiene	Level 4	NQF Level 04	8

LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION:

NONE

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION:

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.

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