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: 

Administer beneficiary enquiries 
SAQA US ID UNIT STANDARD TITLE
116251  Administer beneficiary enquiries 
ORIGINATOR
SGB Administration 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Public Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  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 provides a broad introduction to the principles of administering beneficiary enquiries. The focus is knowledge, skills, values and attitudes in relation to the types of enquiries that the learner has to process:

The qualifying learner is capable of:
  • Streamlining beneficiary enquiries according to the nature of the needs identified
  • Processing existing enquiries
  • Referring first-time enquiries
  • Processing complaints 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners should be competent in:
  • Computer Literacy at NQF Level 3
  • Mathematical Literacy at NQF Level 3
  • Communication at NQF Level 3, or equivalent 

  • UNIT STANDARD RANGE 
    Enquiries are limited to grant enquiries from beneficiaries only.

    The sectors listed in the SETA scoping documents as defined by the Department of Labour constitute the sub-sectors for each sector and regulatory body impacting on the Social Security work context. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Streamline beneficiary enquiries according to the nature of needs identified. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The needs of the beneficiaries in queues are identified and prioritised and beneficiaries are streamlined into smaller queues accordingly. 

    ASSESSMENT CRITERION 2 
    Numbers are allocated to customers and the numbers are used to process and prioritise enquiries. 

    ASSESSMENT CRITERION 3 
    The principles of good customer service are applied to interactions with beneficiaries. 
    ASSESSMENT CRITERION RANGE 
    Customer service principles to be applied include but are not limited to:
  • Standards of service professionalism
  • Meeting, greeting the beneficiary and being pleasant at all times
  • Providing regular feedback if queues are long and the beneficiaries are not being attended to timeously
  • Not reacting negatively to angry beneficiaries and maintaining decorum at all times
  • Displaying personal manners and respect towards beneficiaries at all times
  • Displaying cultural awareness and respecting cultural diversity
  • Not projecting own opinions and judgements onto beneficiaries
  • Seeing customer complaints as ways to prevent future problems
     

  • ASSESSMENT CRITERION 4 
    Sensitivities to special cases are considered and the beneficiary is helped according to the Social Security policy and procedures related thereto. 
    ASSESSMENT CRITERION RANGE 
    Sensitive cases include but are not limited to:
  • Emergency relief cases
  • Beneficiaries with disabilities
  • Ill Beneficiaries
  • Pensioners
  • People affected by disasters
     

  • ASSESSMENT CRITERION 5 
    Deaf beneficiaries are referred to trained interpreters to ensure that their needs are understood and met. 

    ASSESSMENT CRITERION 6 
    Beneficiaries that cannot be assisted in the section are referred to the correct section. 

    SPECIFIC OUTCOME 2 
    Process existing beneficiary enquiries. 
    OUTCOME RANGE 
    Beneficiary enquiries include but are not limited to telephonic and face-to-face enquiries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The nature of the enquiry is identified. 

    ASSESSMENT CRITERION 2 
    The Socpen system is referred to, where relevant, to track enquiry progress. 

    ASSESSMENT CRITERION 3 
    Files are obtained and utilised for reference purposes. 

    ASSESSMENT CRITERION 4 
    The client is advised accordingly. 
    ASSESSMENT CRITERION RANGE 
    Advice includes but is not limited to:
  • Any documentation needed for the application
  • Any requests for changes
     

  • ASSESSMENT CRITERION 5 
    Beneficiary is referred to appropriate section to ensure completion of the processing of enquiry. 

    ASSESSMENT CRITERION 6 
    The client is informed when enquiries cannot be resolved immediately. 

    ASSESSMENT CRITERION 7 
    Notes are made of all enquiries and placed on file for recording purposes. 

    ASSESSMENT CRITERION 8 
    Enquiry is loaded onto enquiry register. 

    SPECIFIC OUTCOME 3 
    Pre-screen new enquiries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Basic interview is conducted with beneficiary to determine needs. 

    ASSESSMENT CRITERION 2 
    Specific need in relation to Social Security Services is identified and clarified with beneficiary. 

    ASSESSMENT CRITERION 3 
    Beneficiary is referred to appropriate section for screening. 

    SPECIFIC OUTCOME 4 
    Monitor and track beneficiary responses and complaints. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Beneficiaries are encouraged to complain and provide their responses on the service levels provided by Social Security. 

    ASSESSMENT CRITERION 2 
    Responses are monitored and tracked for reporting purposes. 

    ASSESSMENT CRITERION 3 
    Problems that are identified are analysed and solutions proposed where possible. 

    ASSESSMENT CRITERION 4 
    The time taken in processing applications are monitored and delays and the reasons for them are recorded. 

    ASSESSMENT CRITERION 5 
    The handling of special cases is monitored and it is ensured that they are prioritised according to Social Security policy and procedure as well as the urgency of the needs. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Accreditation for this Unit Standard shall be obtained from the relevant Education and Training Quality Assurance Body, through summative and formative assessment by a registered assessor.
  • Assessors must be registered as an Assessor with the relevant ETQA, or with an ETQA that has a Memorandum of Agreement with the relevant ETQA.
  • Moderators must be registered as assessors with the relevant ETQA, or with an ETQA that has a Memorandum of Agreement with the relevant ETQA.
  • Training providers must be accredited by the relevant ETQA or with an ETQA that has a Memorandum of Agreement with the relevant ETQA.

    Moderation should include both internal and external moderation where applicable. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • An understanding of all the different services offered within government departments
  • The principles of professional customer service
  • The principles of interpersonal skills and communication, including questioning techniques, feedback techniques, cultural awareness, conflict management, telephone etiquette, active listening skills
  • An understanding of the different services offered with Social Security
  • The various types of cases administered by Social Security, including:
    - Emergency relief cases
    - Disabilities
    - Pensions
    - Disasters
  • Filing systems
  • Social Security policies and procedures
  • Socpen systems
  • Social Assistance Act
  • Socpen procedure manual
  • Welfare laws amendment act
  • Regulations
  • Constitution
  • Relevant financial management acts
  • Interview guidelines
  • Code of ethics and conduct
  • Customer charter
  • An understanding of Social Relief programmes 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Learners are able to identify and solve problems using critical and creative thinking processes to monitor beneficiary enquiries and provide solutions in relation thereto. 

    UNIT STANDARD CCFO WORKING 
    Learners are able to work effectively with others as a member of a work team, group, section or community to ensure that beneficiary needs are satisfied. 

    UNIT STANDARD CCFO ORGANISING 
    Learners are able to organise and manage themselves and their activities responsibly and effectively in order to expediently meet beneficiary needs. 

    UNIT STANDARD CCFO COLLECTING 
    Learners are able to collect, analyse, organise and critically evaluate information presented to them by beneficiaries and refer beneficiary enquiries accordingly. 

    UNIT STANDARD CCFO COMMUNICATING 
    Learners are able to communicate effectively using visual, mathematical and / or language skills in the modes of oral and / or written persuasion when interacting with beneficiaries and seeking ways to meet their needs. 

    UNIT STANDARD CCFO SCIENCE 
    Learners are able to use science and technology effectively and critically when searching for information relating to beneficiary enquiries. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Learners are able to demonstrate an understanding of the world as a set of interrelated systems by recognizing that beneficiary problem-solving contexts do not exist in isolation and that other departments, bodies and regulatory authorities impact on solutions that need to be provided to beneficiaries. 

    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  48960   Further Education and Training Certificate: Social Security Administration  Level 4  NQF Level 04  Reregistered  2023-06-30  HW SETA 


    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.