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: 

Manage operations in a frontline service environment 
SAQA US ID UNIT STANDARD TITLE
114489  Manage operations in a frontline service environment 
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 5  Level TBA: Pre-2009 was L5  15 
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 
Competence in this unit standard will enable the learner to manage frontline service operations, providing a learner with a generic management competency. It will enable the learner to make decisions, consider options and communicate according to available information. Thus the unit standard will contribute to the development of any learner within the postal industry by providing recognition, further mobility and transportability within the field. It contributes to the competence of those learners who want to pursue a career in the postal industry specifically, leading to greater levels of productivity and quality in this sector, as well a generic competency, transferable to other industries. The knowledge, skills and understanding demonstrated in this unit standard is essential for social and economic transformation and upliftment within the postal industry, and society as a whole. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
The following competencies are assumed for a learner embarking on the unit standard:
  • Communication and Literacy, NQF Level 4
  • Mathematics, NQF Level 4 

  • UNIT STANDARD RANGE 
  • General administrative duties may include, but not limited to, compiled reports, certified documents, statistical statements, non-payment record, financial statements, ad-hoc sundry payments.
  • Correspondence and communication may include, but not limited to, letter, fax, circular, memo, news letter, file, instruction directive, telephone call, complaint report, enquiry report, business report.
  • Preparation of remuneration statements may include, but not limited to, attendance record, overtime record, staff record, salary statement, salary scale.
  • Disposing of records may include, but not limited to, dust bin, re-cycling bin, shredder, incinerator, filing, strong room.
  • Authorisation may include but not limited to financial transactions, postal transactions, banking transactions, bank book, account particulars, bank card, withdrawal slip, financial system, record book, balance sheets.
  • Managing assets and equipment may include, but not limited to, building inspection tick sheet, record book, OSHACT inspection sheet, emergency evacuation plans, fire drills, fire extinguishers, fire hoses, first aid kits, security alarms, asset register, approved budget, tender procedures, computer equipment, electronic equipment, training equipment, furniture, fittings.
  • Improve outlet image may include, but not limited to branding, cleanliness, neatness, greenery, uniform, name badges, friendliness, layout. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Perform general administrative duties of frontline management. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Communication is handled, initiated and constructed according to requirements. 

    ASSESSMENT CRITERION 2 
    2. Notifications are prepared and disposed of according to organisation`s policies and procedures. 

    ASSESSMENT CRITERION 3 
    3. Suspension of services are affected ethically and according to organisation`s policies and procedures. 

    ASSESSMENT CRITERION 4 
    4. Certification of documents are done according to organisation`s policies and procedures. 

    ASSESSMENT CRITERION 5 
    5. Policies and procedures are updated, communicated and implemented effectively and clearly. 

    ASSESSMENT CRITERION 6 
    6. Statistical data is collected and disposed of according to organisation`s policies and procedures. 

    ASSESSMENT CRITERION 7 
    7. Employees are remunerated ethically and according organisation`s policies and procedures. 

    ASSESSMENT CRITERION 8 
    8. Records are filed or disposed of according to organisation`s policies and procedures. 

    SPECIFIC OUTCOME 2 
    Authorise transactions in the frontline. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Need and applicability for authorisation is communicated clearly. 

    ASSESSMENT CRITERION 2 
    2. Transactions are authorised according to organisation`s policies and procedures. 

    ASSESSMENT CRITERION 3 
    3. Authorisation particulars are recorded on transaction documentation accurately. 

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

    SPECIFIC OUTCOME 3 
    Ensure sound asset usage and control in the frontline. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Buildings and equipment are correctly inspected and the information recorded accurately to determine reparation and maintenance needs. 

    ASSESSMENT CRITERION 2 
    2. Equipment and assets are utilised according to specified procedures and correctly. 

    ASSESSMENT CRITERION 3 
    3. Arrangements are made for defective assets and equipment to be repaired and maintained according to organisation`s policies and procedures. 

    ASSESSMENT CRITERION 4 
    4. Assets are recorded, maintained and verified for correctness. 

    SPECIFIC OUTCOME 4 
    Maintain staff levels to an optimum. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Staff complement needed is determined according to operations projections. 

    ASSESSMENT CRITERION 2 
    2. Staff and workload requirements are balanced and in line with legislation. 

    ASSESSMENT CRITERION 3 
    3. Staff shortages and surpluses are identified accurately. 

    ASSESSMENT CRITERION 4 
    4. Staff requirements are escalated according to projected operational needs. 

    SPECIFIC OUTCOME 5 
    Ensure effective application of Service Level Agreements applicable to the frontline. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The role of Service Level Agreements is established, clearly. 

    ASSESSMENT CRITERION 2 
    2. Service Level Agreements are applied and adhered to according to legislation and organisation`s policies and procedures. 

    ASSESSMENT CRITERION 3 
    3. Guidance to staff is communicated regarding Service Level Agreements, clearly and effectively. 

    ASSESSMENT CRITERION 4 
    4. Service Level Agreements are negotiated and adjusted where necessary according to legislation and organisation`s policies and procedures. 

    SPECIFIC OUTCOME 6 
    Conduct financial audits relevant to the frontline. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Stock items are verified for correctness. 

    ASSESSMENT CRITERION 2 
    2. Cash is counted and accounted for, accurately. 

    ASSESSMENT CRITERION 3 
    3. Particulars or figures of stock and cash are verified for correctness and compared with relevant statements accurately. 

    ASSESSMENT CRITERION 4 
    4. Discrepancies in particulars or figures are recorded on relevant systems and rectified according to protocol. 

    SPECIFIC OUTCOME 7 
    Maintain outlet image congruent with that of the organisation. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. An accommodative and friendly frontline service environment is created and maintained congruent with that of the organisation. 

    ASSESSMENT CRITERION 2 
    2. Image and ambience of the outlet is such to attract and retain customers congruent with that of the organisation. 

    ASSESSMENT CRITERION 3 
    3. Physical appearance of frontline staff is encouraged, optimally. 

    ASSESSMENT CRITERION 4 
    4. Good demeanour of frontline staff toward customers is encouraged, optimally. 


    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:
  • Basic Business Communication
  • Company specific operational procedures and policies 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solve problems.

    Refer to the following Specific Outcomes:
  • Perform general administrative duties of frontline management.
  • Ensure sound asset usage and control in the frontline.
  • Maintain staff levels to an optimum.

    Refer to the following Assessment Criteria:
  • Suspension of services are affected ethically and according to organisation`s policies and procedures.
  • Arrangements are made for defective assets and equipment to be repaired and maintained according to organisation`s policies and procedures.
  • Staff and workload requirements are balanced and in line with legislation. 

  • UNIT STANDARD CCFO WORKING 
    Work effectively with others.

    Refer to the following Specific Outcomes:
  • Perform general administrative duties of frontline management.
  • Authorise transactions in the frontline.
  • Ensure effective application of Service Level Agreements applicable to the frontline.
  • Maintain outlet image congruent with that of the organisation.

    Refer to the following Assessment Criteria:
  • Notifications are prepared and disposed of according to organisation`s policies and procedures.
  • Need and applicability for authorisation is communicated clearly.
  • Guidance to staff is communicated regarding Service Level Agreements, clearly and effectively.
  • Physical appearance of frontline staff is encouraged, optimally.
  • Good demeanour of frontline staff toward customers is encouraged, optimally. 

  • UNIT STANDARD CCFO ORGANISING 
    Employ self-management.

    Refer to all Outcomes & Assessment Criteria. 

    UNIT STANDARD CCFO COLLECTING 
    Manage information.

    Refer to all Outcomes & Assessment Criteria. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively.

    Refer to the following Specific Outcomes:
  • Perform general administrative duties of frontline management.
  • Authorise transactions in the frontline.
  • Ensure effective application of Service Level Agreements applicable to the frontline.
  • Maintain outlet image congruent with that of the organisation.

    Refer to the following Assessment Criteria:
  • Notifications are prepared and disposed of according to organisation`s policies and procedures.
  • Need and applicability for authorisation is communicated clearly.
  • Guidance to staff is communicated regarding Service Level Agreements, clearly and effectively.
  • Physical appearance of frontline staff is encouraged, optimally.
  • Good demeanour of frontline staff toward customers is encouraged, optimally. 

  • UNIT STANDARD CCFO SCIENCE 
    Demonstrate scientific and technological competence.

    Refer to the following Specific Outcome:
  • Conduct financial audits relevant to the frontline.

    Refer to the following Assessment Criteria:
  • Discrepancies in particulars or figures are recorded on relevant systems and rectified according to protocol. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Understand contextual world systems.

    Refer to all Outcomes & Assessment Criteria. 

    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  48662   National Certificate: Postal Frontline Service Management  Level 5  Level TBA: Pre-2009 was L5  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.