Certificate II in Community Pharmacy SIR20107

Overview
Outline
Traineeship
Correspondence
Online
Fees & Funding

Overview

The qualification SIR20107 Certificate II in Community Pharmacy is an ideal qualification for new and existing retail pharmacy staff already working within a pharmacy store seeking to have their existing skills recognised or upgraded.

Entry Requirments:

There are no educational prerequisites for entry into this training program. To undertake this program as a traineeship then you must be working in a Pharmacy. This program is also available to those who are not currently working. Please speak contact Just Careers Training to find out if you can undertake this qualification.

Course Structure:

The course consists of Twenty Two (22) units of competency comprising of Nineteen (19) core units and Three (3) elective units. Just Careers Training (JCT) is a Registered Training Organisation (RTO ID 91413) that has developed a program that meets the requirements of this qualification; all these units of competency are well suited to a role within a pharmacy store

Options for Delivery:

This course is available as a traineeship in the workplace if you are working in a suitable role, this course is also outside of your workplace or if you are not currently working in a suitable role by correspondence and online. If you believe you have the skills and knowledge you could also consider Recognition of Prior Learning

Assessment Information:

If you are working in a suitable role then some assessments may be completed in the workplace. Other assessment methods may include;

Written questions
Tasks and projects
Scenario based questions
Collection of evidence of prior skills and experiences

Resource Requirements:

To complete this course in the workplace as a traineeship you must be working in a suitable role To complete this course online then you should have access to a personal computer (or similar), the internet and a printer

Pathways:

Once complete, successful participants can further their skills and knowledge by undertaking other qualifications such as Certificate III in Community Pharmacy , Certificate III in Retail, and other suitable Certificate III and Certificate IV qualifications.

Outline

The units of competency making up our current program include;

The units of competency listed below are available as part of the qualification. Units may be chosen to suit organisation, role and/or career pathway

Unit Code

Unit title

Core/Elective

SIRPDIS001A

Accept prescriptions and deliver medicine

Core

1.	Confirm prescription and customer details	Check prescriptions for legality, validity and completeness and discrepancies actioned Confirm customer details 1.3 Confirm customer entitlements under the Pharmaceutical Benefits Scheme and Medicare Australia
2.	Confirm customer’s prescription needs	Identify and confirm items to be dispensed Provide brand substitution information to customers and ascertain customer preferences. Supply the verified prescription together with relevant customer information and preferences to a pharmacist. Flag and refer prescription discrepancies and other situations requiring additional assistance to the appropriate pharmacy staff or pharmacist. Advise the customer of expected prescription preparation time or delivery times as appropriate.

SIRPPKS001A

Support the sale of pharmacy and pharmacist-only medicines

Core

1.	Confirm prescription and customer details	Check prescriptions for legality, validity and completeness and discrepancies actioned Confirm customer details Confirm customer entitlements under the Pharmaceutical Benefits Scheme and Medicare Australia.
2.	Confirm customer's prescription needs	Identify and confirm items to be dispensed Provide brand substitution information to customers and ascertain customer preferences Supply the verified prescription together with relevant customer information and preferences to a pharmacist Flag and refer prescription discrepancies and other situations requiring additional assistance to the appropriate pharmacy staff or pharmacist Advise the customer of expected prescription preparation time or delivery times as appropriate
3.	Deliver medicines to customers within the community pharmacy	Verify that the prescription is checked by a pharmacist Check medicines prepared for dispensing Verify customer identity to confirm that dispensed medicines are provided to the correct customer Explain information provided on medicines and confirm customer understanding Refer customers to a pharmacist in situations requiring additional assistance or therapeutic advice Respect customer privacy and confidentiality when requesting and providing information Supply medicines promptly in appropriate packaging Provide information on other products required to effectively use medicines supplied

SIRPPKS002A

Identify, locate and sell products related to allergies

Core

1.	Develop knowledge of common allergies and related products and customer self-care practices	Identify and locate products to treat or manage allergies Identify customer self-care practices and sources of information on allergies Use appropriate product terminology
2.	Identify customer’s allergy-related needs	Identify customer needs, symptoms, duration and severity Determine customer's current use of other medications and other medical conditions Identify and act upon situations requiring referral to pharmacistM
3.	Provide information on allergies and related products and services	Recommend products appropriate to customer symptoms and needs Provide the customer with information and directions for product use Provide information to customers on self-care practices Identify and act upon opportunities to suggest companion products relevant to desired health care outcomes

SIRPPKS003A

Identify, locate and sell analgesic and antiinflammatory products

Core

1.	Develop knowledge of analgesic and anti-inflammatory products and customer self-care practices	Identify and locate analgesic and anti-inflammatory products Identify customer self-care practices and sources of information on pain-related conditions that may be treated by analgesic and anti-inflammatory products Use appropriate product terminology
2.	Identify customer analgesic and anti-inflammatory needs	Identify customer needs, symptoms, duration and severity Determine customer's current use of other medications and other medical conditions Identify and act upon situations requiring referral to pharmacist
3.	Provide information on analgesic and anti-inflammatory products and services	Recommend products appropriate to customer symptoms and needs Provide the customer with information and directions for product use Provide information to customers on self-care practices Identify and act upon opportunities to suggest companion products relevant to desired health care outcomes

SIRPPKS005A

Identify, locate and sell cough and cold products

Core

1.	Develop knowledge of cough and cold products and customer self-care practices	Identify and locate cough and cold products Identify customer self-care practices and sources of information on conditions that may be treated by cough and cold products Use appropriate product terminology
2.	Identify customer cough and cold needs	Identify customer needs, symptoms, duration and severity Determine customer's current use of other medications and other medical conditions Identify and act upon situations requiring referral to pharmacist
3.	Provide information on cough and cold products and services	Recommend cough and cold medication and products appropriate to customer symptoms and needs Provide the customer with information and directions for product use Provide information to customers on self-care practices Identify and act upon opportunities to suggest companion products relevant to desired health care outcomes

SIRPPKS006A

Identify, locate and sell eye, ear and oral care products

Core

1.	Develop knowledge of eye, ear and oral care products and customer self-care practices	Identify and locate eye, ear and oral care products Identify customer self-care practices and sources of information on conditions that may be treated by eye, ear and oral care products Use appropriate product terminology
2.	Identify customer eye, ear and oral care needs	Identify customer needs, symptoms, duration and severity Determine customer’s current use of other medications and other medical conditions Identify and act upon situations requiring referral to pharmacist
3.	Provide information on eye, ear and oral care products and services	Recommend eye, ear and oral care medication and products appropriate to customer symptoms and needs Provide the customer with information and directions for product use Provide information to customers on self-care practices Identify and act upon opportunities to suggest companion products relevant to desired health care outcomes

SIRPPKS007A

Identify, locate and sell products for gastrointestinal conditions

Core

1.	Develop knowledge of gastro-intestinal products and customer self-care practices	Identify and locate gastro-intestinal products Identify customer self-care practices and sources of information on conditions that may be treated by gastro-intestinal products Use appropriate product terminology
2.	Identify customer gastro-intestinal needs	Identify customer needs, symptoms, duration and severity Determine customer’s current use of other medications and other medical conditions Identify and act upon situations requiring referral to pharmacist
3.	Provide information on gastro-intestinal products and services	Recommend gastro-intestinal medication and products appropriate to customer symptoms and needs Provide the customer with information and directions for product use Provide information to customers on self-care practices Identify and act upon opportunities to suggest companion products relevant to desired health care outcomes

SIRPPKS008A

Identify, locate and sell first aid and wound care products

Core

1.	Develop knowledge of first aid and wound care products and customer self-care practices	Identify and locate first aid and wound care products Identify customer self-care practices and sources of information on conditions that may be treated by first aid and wound care products Use appropriate product terminology
2.	Identify customer first aid and wound care needs	Identify customer needs, symptoms, duration and severity Determine customer's current use of other medications and other medical conditions Identify and act upon situations requiring referral to pharmacist
3.	Provide information on first aid and wound care products and services	Recommend first aid and wound care products appropriate to customer symptoms and needs Provide the customer with information and directions for product use Provide information to customers on self-care practices Identify and act upon opportunities to suggest companion products relevant to desired health care outcomes

SIRPPKS009A

Identify, locate and sell products for skin and fungal conditions

Core

1.	Develop knowledge of skin and fungal products and customer self-care practices	Identify and locate skin and fungal products Identify customer self-care practices and sources of information on conditions that may be treated by skin and fungal products Use appropriate product terminology
2.	Identify customer skin and fungal needs	Identify customer needs, symptoms, duration and severity Determine customer's current use of other medications and other medical conditions Identify and act upon situations requiring referral to pharmacist
3.	Provide information on skin and fungal products and services	Recommend skin and fungal medication and products appropriate to customer symptoms and needs Provide the customer with information and directions for product use Provide information to customers on self-care practices Identify and act upon opportunities to suggest companion products relevant to desired health care outcomes

SIRXCCS001A

Apply point-of-sale handling procedures

Core

1.	Operate point-of-sale equipment	Operate point-of-sale equipment according to design specifications Open and close point-of-sale terminal according to store policy and procedures Clear point-of-sale terminal and transfer tender according to store procedure Handle cash according to store security procedures Maintain supplies of change in point-of-sale terminal according to store policy Attend active point-of-sale terminals according to store policy Complete records for transaction errors according to store policy Maintain adequate supplies of dockets, vouchers and point-of-sale documents Inform customers of delays in the point-of-sale operation
2.	Use numbers in the workplace	Accurately list a range of possible retail workplace numerical problems Collect numerical information from various sources and calculate accurately with or without the use of a calculator
3.	Perform point-of-sale transactions	Complete point-of-sale transactions according to store policy Identify and apply store procedures in respect of cash and non-cash transactions Identify and apply store procedures in regard to exchanges and returns Move goods through point-of-sale area efficiently and with attention to fragility and packaging Accurately enter information entered into point-of-sale equipment State price or total and amount of cash received verbally to customer Tender correct change
4.	Complete sales	Complete customer order forms, invoices and receipts accurately Accurately identify and process customer delivery requirements according to set timeframes Process sales transactions or direct customers to point-of-sale terminals according to store policy without undue delay.
5.	Wrap and pack goods	Maintain and request adequate supplies of wrapping and packaging materials Select appropriate wrapping or packaging material Wrap merchandise neatly and effectively where required Pack items safely to avoid damage in transit, and attach labels where required Arrange transfer of merchandise for parcel pick-up or other delivery methods if required.

SIRXCCS002A

Interact with customers

Core

1.	Deliver service to customers	Conduct communication with customers in a professional, courteous manner according to store policy Meet customer needs and reasonable requests or refer to supervisor according to store policy and legislative requirements Record customer details and information where necessary Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction Recognise and act upon opportunities to deliver additional levels of service beyond the customer‟s immediate request Maintain contact with customer until sale is completed according to store policy Farewell customer appropriately and courteously according to store policy Use verbal and non-verbal communication to develop rapport with customers during service delivery Encourage repeat customers by promotion of appropriate services or products according to store policy Process customer returns or refunds according to store policy and procedures
2.	Respond to customer complaints	Convey a positive, helpful attitude to customers when handling complaints according to store policy Handle complaints sensitively, courteously and with discretion Establish and confirm with customer nature of complaint by active listening and questioning Take action to resolve complaint to customers‟ satisfaction wherever possible Promptly refer unresolved customer dissatisfaction or complaints to supervisor Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customers according to store policy Complete documentation regarding customer dissatisfaction or complaints accurately and legibly Take follow-up action as necessary to ensure customer satisfaction
3.	Receive and process sales orders	Record customers details and information accurately Promptly refer customers to appropriate area as required Provide customers with information in clear, concise manner Process, record and act upon sales orders according to store policy
4.	Identify special customer requirements	Promptly identify customers with special needs or requirements by observation and questioning Verbally and non-verbally convey a willingness to assist Promptly service, refer or redirect customers‟ needs as required

SIRXCLM001A

Organise and maintain work areas

Core

1.	Organise work area	Maintain work areas in a safe, uncluttered and organised manner according to store policy and procedures Carry out all routines safely, effectively and efficiently with minimum inconvenience to customers and staff according to store policy Apply store policy and procedures for tidying work areas and placing items in designated areas
2.	Clean work area	Apply store policy and procedures for personal hygiene Apply store policy and procedures for cleaning of work area Remove and dispose of waste promptly according to store policy and legislative requirements Report spills, food, waste, or other potential hazards to relevant personnel and remove from floors according to store policy and legislative requirements Promptly display signage in regard to unsafe areas Maintain equipment and consumable materials and store correctly after use Use and clean tools and equipment (including guards) according to manufacturer instructions and legislative requirements

SIRXCOM001A

Communicate in the workplace

Core

1.	Establish contact with customers	Maintain a welcoming customer environment Greet customer warmly according to store policy and procedures Create effective service environment through verbal and non-verbal interaction according to store policy and procedures Use questioning and active listening to determine customer needs Demonstrate confidentiality and tact
2.	Process information	Answer telephone according to store procedures Use questioning and active listening to identify caller and accurately establish and confirm requirements Use telephone system functions according to instructions Record and promptly pass on messages or information Inform customer of any problems and relevant action being taken Perform follow-up action as necessary
3.	Communicate with customers and colleagues from diverse backgrounds	Value and treat with respect and sensitivity customers and colleagues from different cultural groups Consider cultural differences in all verbal and non-verbal communication Use gestures or simple words to communicate where language barriers exist Obtain assistance from colleagues or supervisors when required
4.	Work in a team	Demonstrate a courteous and helpful manner at all times Complete allocated tasks willingly according to set timeframes Actively seek or provide assistance by approaching other team members when difficulties arise Identify lines of communication with supervisors and peers according to store policy Encourage, acknowledge and act upon constructive feedback provided by other team members Use questioning to minimise misunderstandings Identify and avoid signs of potential workplace conflict wherever possible Demonstrate participation in team problem solving
4.	Read and interpret retail documents	List and describe a range of retail documents Read and interpret information from a range of retail documents

SIRXIND001A

Work effectively in a retail environment

Core

1.	Act responsibly	Provide notification of shift availability, or non-attendance for shift, according to set timeframes and according to store policy and procedures Interpret staff rosters accurately Recognise and describe organisational culture
2.	Act in a non-discriminatory manner	Display non-discriminatory attitudes when interacting with customers, staff or management Use non-discriminatory language
3.	Develop retail industry knowledge	Identify and access sources of information on the retail industry Obtain information to assist with effective work performance and career planning within the retail industry Identify and interpret relevant awards and agreements Identify and analyse role of employee and employer associations in industrial relations system
4.	Maintain personal presentation	Maintain personal dress and presentation in a neat and tidy manner. Maintain personal hygiene according to store policy and legislation
5.	Follow routine instructions	Receive and act upon instructions Use effective questioning to elicit information Assess, comprehend and act upon store information relevant to the particular task Plan and organise daily work routine within the scope of the job role Prioritise and complete tasks according to required timeframes

SIRXINV001A

Perform stock control procedures

Core

1.	Receive and process incoming goods	Maintain cleanliness and orderliness in receiving bay according to store policy and procedures Unpack goods using correct handling techniques and equipment according to store policy Remove and promptly dispose of packing materials according to store policy and relevant legislative requirements Check incoming stock and validate against purchase orders and delivery documentation according to store policy and relevant legislative requirements Inspect items received for damage, quality, use-by dates, breakage or discrepancies and record according to store policy Record stock levels on store stock systems according to store policy Rotate and store stock according to the first in first out (FIFO) principle Dispatch stock to appropriate area or department Apply stock price and code labels when required according to store policy
2.	Rotate stock	Carry out stock rotation procedures according to store routine and policy Perform store code checking and reporting procedures, including recording of waste and markdowns Place merchandise to achieve a balanced, fully-stocked display appearance and promote sales Place excess stock in storage or dispose of according to store policy and legislative requirements Maintain safe lifting, shifting and carrying techniques according to store OHS policy and legislative requirements

SIRXMER001A

Merchandise products

Core

1.	Place and arrange merchandise	Unpack merchandise according to store policy and procedures and legislative requirements Place merchandise on floor, fixtures and shelves in determined locations according to OHS and other relevant legislative requirements Display merchandise to achieve a balanced, fully-stocked appearance and promote sales Identify damaged, soiled or out-of-date stock and take corrective action as required according to store procedure Place stock range to conform with fixtures, ticketing, prices or bar codes Rotate stock according to stock requirements and store procedure Ensure stock presentation conforms to special handling techniques and other safety requirements
2.	Prepare display labels and tickets	Prepare labels and tickets for window, wall or floor displays according to store policy Prepare tickets using electronic equipment or neatly by hand according to store procedures Identify soiled, damaged, illegible or incorrect labels and tickets and take corrective action Use and maintain electronic ticketing and labelling equipment according to design specifications Store ticketing equipment in a secure location
3.	Place, arrange and display price labels and tickets	Place labels and tickets visibly and correctly on merchandise Replace labels and tickets according to store policy Maintain correct pricing and information on merchandise according to store procedures, industry codes of practice and legislative requirements
4.	Maintain displays	Reset and dismantle special promotion areas Assist supervisor in selection of merchandise for display Arrange and face up merchandise as directed and according to layout specifications and load-bearing capacity of fixtures Identify, reset or remove unsuitable or out-of-date displays as directed Identify optimum stock levels and replenish stock according to store policy Maintain display areas in a clean and tidy condition Remove excess packaging from display areas
5.	Protect merchandise	Identify and apply correct handling, storage and display techniques according to stock characteristics and legislative requirements

SIRXOHS001A

Apply safe working practices

Core

1.	Observe basic safety procedures	Follow and maintain safety procedures to achieve a safe work environment according to all relevant OHS legislation, including codes of practice, relating to particular hazards in the industry or workplace Identify and report unsafe working practices, including faulty plant and equipment according to store policy and procedures Manage dangerous goods and substances according to store policy and relevant legislation Identify potential manual handling risks and manage tasks according to store policy Report work-related incidents and accidents to designated personnel Demonstrate consultative processes and follow procedures for OHS
2.	Observe basic emergency procedures	Follow fire and emergency procedures, including store evacuation, according to store policy and legislation Identify designated personnel responsible for first aid and evacuation procedures Accurately identify safety alarms

SIRXRSK001A

Minimise theft

Core

1.	Apply routine store security	Apply store security systems and procedures according to store policy Handle and secure cash according to store policy and procedures Observe and deal with suspect behaviour by customers according to store policy and legislative requirements Deal with internal and external theft according to store policy and legislative requirements Store products and equipment in a secure manner
2.	Minimise theft	Take appropriate action to minimise theft by applying store procedures and legislative requirements Match merchandise to correct price tags Maintain surveillance of merchandise according to store policy and legislative requirements Check customers' bags as required at point of sale according to store policy and legislative requirements Maintain security of cash, cash register and keys according to store policy Maintain security of stock, cash and equipment in regard to customers, staff and outside contractors according to store policy and legislative requirements Deal with suspected or potential thieves according to store policy and procedures

SIRXSLS001A

Sell products and services

Core

1.	Apply product knowledge	Demonstrate knowledge of the use and application of relevant products and services according to store policy and legislative requirements Develop product knowledge by accessing relevant sources of information
2.	Approach customer	Determine and apply timing of customer approach Identify and apply effective sales approach Convey a positive impression to arouse customer interest Demonstrate knowledge of customer buying behaviour
3.	Gather information	Apply questioning techniques to determine customer buying motives Use listening skills to determine customer requirements Interpret and clarify non-verbal communication cues Identify customers by name where possible Direct customer to specific merchandise
4.	Sell benefits	Match customer needs to appropriate products and services Communicate knowledge of products features and benefits clearly to customers Describe product use and safety requirements to customers Refer customers to appropriate product specialist as required Answer routine customer questions about merchandise accurately and honestly or refer to senior sales staff
5.	Overcome objections	Identify and accept customer objections Categorise objections into price, time and merchandise characteristics Offer solutions according to store policy Apply problem solving to overcome customer objections
6.	Close sale	Monitor, identify and respond appropriately to customer buying signals Encourage customer to make purchase decisions Select and apply appropriate method of closing sale
7.	Maximise sales opportunities	Recognise and apply opportunities for making additional sales Advise customer of complementary products or services according to customer's identified need Review personal sales outcomes to maximise future sales

SIRXICT001A

Operate retail technology

Elective

1.	Maintain retail equipment	Identify purpose of equipment used in store or department Operate equipment according to design specifications and safety requirements Identify equipment faults and report to relevant personnel Identify and apply maintenance program for retail equipment according to store policy and procedures
2.	Apply keyboard skills	Operate keyboard using typing techniques within designated speed and accuracy requirements Enter and edit information accurately
3.	Operate data entry equipment	Enter data using relevant equipment according to store policy and procedures Operate price marking equipment according to manufacturer instructions and store policy Enter data accurately and within designated time limits

SIRXFIN001A

Balance point-of-sale terminal

Elective

1.	Remove takings from register or terminal	Perform register or terminal balance at designated times according to store policy and procedures Separate cash float from takings prior to balancing procedure and secure according to store policy Supply change to register or terminal according to store policy Acquire and accurately interpret register or terminal reading or print-out Remove and transport cash and non-cash documents according to store security policy and procedures
2.	Reconcile takings	Count cash accurately Calculate non-cash documents accurately Determine balance between register or terminal reading and sum of cash and non-cash transactions Report discrepancies between register or terminal reading and sum of cash and non-cash transactions to relevant personnel according to store policy Record store and individual department takings and file records according to store policy

SIRXRPK001A

Recommend health and nutritional products and services

Elective

1.	Research and develop product knowledge	Develop product knowledge by accessing relevant sources of information Research and apply comparisons between products
2.	Identify health and nutritional products	Identify store health product range according to relevant product information
3.	Recommend health and nutritional products	Apply product knowledge to advise customers and other members of staff on available products Convey product information according to legislative requirements to assist customers' purchase decisions Promote specials and new lines to customers according to store policy and procedures Recommend complementary products to clients according to store policy
4.	Advise on health and nutritional services	Advise customers on store range of products, services and complementary therapy consultant services where applicable according to store policy and procedures Question customers to determine nature of problem and offer solutions according to nature of problem, available product information, and store policy Schedule appointments with complementary therapy consultant services, where applicable, according to availability of consultant and store procedures

Traineeship

Traineeship Schedule for Certificate II in Community Pharmacy
Course start date:	Anytime
Schedule:	1 visit every 4-6 weeks
Location:	In the workplace or at our training rooms
Number of visits:	Between 4-8 visits
Length of training sessions:	2-3 hours
Duration:	6 -12 months
Flexibility Options:	Online options Increase or decrease the frequency Increase or decrease number of visits Increase or decrease the length of each session Increase or reduce the overall duration of the course Group Training or One on One (or combination!)

Correspondence

Correspondence Schedule and Information for Certificate II in Community Pharmacy
Course start date:	Anytime
Structure:	3 modules, 7-8 units per module. Modules will be posted with complete instructions and contact with the trainer available throughout your course.
Study time:	Each unit requires from 20 hours for learning and assessment (depends on units chosen and current skill and knowledge)
Location:	Your place
Support:	Qualified trainer support by phone and email. Face to face option available
Duration:	3 - 12 months self paced. The recommended pace is 1 module every 4 weeks. Participants will have up to 12 months to complete the course.
Flexibility Options:	Add required number of face to face meetings with your trainer Complete some units online

Online

Please contact Just Careers Training for online course options

Fees & Funding

Just Careers Training has a several options of delivery for our courses. From online, print correspondence, classroom face-to-face delivery and RPL, the range of options are in place to ensure that all individuals can access our courses. Weekly payment plan options are also available through our SecurePay system enabling you to study in your chosen option for a little fee per week.

Fees listed below include enrolment, resource and tuition fees

All our courses are available through the workplace based Traineeship Program, which attracts Government Funding of up to $4000 per eligible employee.

See our 2011 Pricing and Funding Information table below or contact one of our friendly Consultant's on 1300 558 241

Delivery Options	Fees	Easy Payment Option	Up front payment (save 10%)
Correspondence	$1500	Pay 3 Payments of $500 ($500 upfront then $500 at the midway point and $500 on completion)	$1350 - Save $150
Online	Please contact us for price
Classroom	$2500	Contact us for payment details	$2250 - Save $250
RPL per unit	$50 per unit
RPL full qualification	$1100

Traineeship and funding Information

Available as Traineeship	Government Incentives Available	Amount of Government Incentives paid per person	Our Fees	Up front enrolment fee
Yes	Yes (criteria applied - contact us)	Up to $1250	From $1500	$436