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: 

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
Reregistered  SAQA 06120/18  2018-07-01  2023-06-30 
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 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 
    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 
    Core  114500  Perform general frontline service duties  Level 4  NQF Level 04 
    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 
    Fundamental  8968  Accommodate audience and context needs in oral communication  Level 3  NQF Level 03 
    Fundamental  8969  Interpret and use information from texts  Level 3  NQF Level 03 
    Fundamental  8973  Use language and communication in occupational learning programmes  Level 3  NQF Level 03 
    Fundamental  8970  Write texts for a range of communicative contexts  Level 3  NQF Level 03 
    Fundamental  9015  Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems  Level 4  NQF Level 04 
    Fundamental  8974  Engage in sustained oral communication and evaluate spoken texts  Level 4  NQF Level 04 
    Fundamental  8975  Read analyse and respond to a variety of texts  Level 4  NQF Level 04 
    Fundamental  9016  Represent analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts  Level 4  NQF Level 04 
    Fundamental  8979  Use language and communication in occupational learning programmes  Level 4  NQF Level 04 
    Fundamental  7468  Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues  Level 4  NQF Level 04 
    Fundamental  8976  Write for a wide range of contexts  Level 4  NQF Level 04 
    Elective  9532  Demonstrate basic knowledge of computers  Level 3  NQF Level 03 
    Elective  7567  Produce and use spreadsheets for business  Level 3  NQF Level 03 
    Elective  7575  Produce presentation documents for business  Level 3  NQF Level 03 
    Elective  7570  Produce word processing documents for business  Level 3  NQF Level 03 
    Elective  14551  Analyse the skills development legislation and apply it in the workplace  Level 4  NQF Level 04 
    Elective  10140  Apply a range of project management tools  Level 4  NQF Level 04 
    Elective  13950  Apply technical knowledge and skill in order to manage risk in occupational health and occupational hygiene  Level 4  NQF Level 04 


    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.
     
    1. PRODIGY BUSINESS SERVICES PTY LTD 
    2. SOUTH AFRICAN POST OFFICE LEARNING INSTITUTE 



    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.