OS Retail Pharmacy Assisting L2

Federal Democratic Republic of Ethiopia
OCCUPATIONAL STANDARD
RETAIL PHARMACY ASSISTING

NTQF Level II
Ministry of Education
June 2011
Introduction
Ethiopia has embarked on a process of reforming its TVET-System. Within the

policies and strategies of the Ethiopian Government, technology transformation – by
using international standards and international best practices as the basis, and,
adopting, adapting and verifying them in the Ethiopian context – is a pivotal element.
TVET is given an important role with regard to technology transfer. The new
paradigm in the outcome-based TVET system is the orientation at the current and
anticipated future demand of the economy and the labor market.
The Ethiopia Occupational Standards (EOS) is the core element of the Ethiopian
National TVET-Strategy and an important factor within the context of the National
TVET-Qualification Framework (NTQF). They are national Ethiopian standards,
which define the occupational requirements and expected outcome related to a
specific occupation without taking TVET delivery into account.
This document details the mandatory format, sequencing, wording and layout for the
Ethiopia Occupational Standard which comprised of Units of Competence.
A Unit of Competence describes a distinct work activity. It is documented in a

standard format that comprises:
 Occupational title and NTQF level
 Unit title
 Unit code
 Unit descriptor
 Elements and Performance criteria
 Variables and Range statement
 Evidence guide
Together all the parts of a Unit of Competence guide the assessor in determining
whether the candidate is competent.
The ensuing sections of this EOS document comprise a description of the

occupation with all the key components of a Unit of Competence:
 chart with an overview of all Units of Competence for the respective level (Unit of
Competence Chart) including the Unit Codes and Unit Titles
 contents of each Unit of Competence (competence standard)
 occupational map providing the technical and vocational education and training
(TVET) providers with information and important requirements to consider when
designing training programs for this standards and for the individual, a career
path
Ministry of Education Retail Pharmacy Assisting Version 1

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Copyright Ethiopian Occupational Standard June 2011
UNIT OF COMPETENCE CHART
Occupational Title: Retail Pharmacy Assisting (Retailing and Dispensing)
Occupational Code: HLT PRA
NTQF Level II
HLT PRA2 01 0611 HLT PRA2 02 0611 HLT PRA2 03 0611

Assist in Dispensary Assist in Dispensary Recommend Hair,
Operations Stock Control Beauty and Cosmetic
Products and Services

Recommend Health Sell Products and Support Pharmacists
and Nutritional Services By Collecting and
Products and Services Presenting Workplace
Data and Information

Organize and Maintain Apply Basic First Aid Apply Quality Standard
the retail environment

Work in a Team Demonstrate Work Participate in
Environment Values Workplace
Communication
HLT PRA2 13 0611 HLT PRA2 14 1012

Develop Business Apply Continuous
Practice Improvement
Processes (Kaizen)

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Occupational Standard: Pharmacy Retail Assisting Level II
Unit Title Assist in Dispensary Operations
Unit Code HLT PRA2 01 0611
This unit of competency describes the skills and knowledge
Unit Descriptor
required to assist with the administration of dispensary
requirements, using knowledge of more advanced aspects of
dispensing and dispensary information requirements.
Elements Performance Criteria

1. Apply basic 1.1. Work with an understanding of the major drug groups
drug knowledge 1.2. Work with a basic understanding of drugs in each group and
their expected effects, including adverse effects
1.3. Work with an understanding of drug-drug interactions and
incompatibilities
1.4. Store and locate drugs according to legal and product
specific requirements
1.5. Use common medication form abbreviations
2. Perform 2.1. Complete tasks using dispensary administrative systems
dispensing according to organization procedures, regulatory
administration requirements and legislation
tasks 2.2. Use barcode technology for the dispensing process in line
with national guidelines
2.3. Enter dispensing data accurately into dispensary information
system in accordance with national and regional legislation
2.4. Confirm accuracy of client details and dispensing data
entered
2.5. Confirm approval or authority numbers for medicines
requiring approval
2.6. Create and maintain client medication profile for clients
using prescription, pharmacist only medicines and/or other
medications
3. Maintain 3.1. Update dispensary system information as required
dispensary 3.2. Backup dispensary system information to ensure secure
information data according to organization protocols
3.3. Extract data (clinical and financial) required for reporting and
claiming systems
3.4. Inform the pharmacist of relevant changes to the data stored

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in the dispensary information system
3.5. Confidentiality of dispensary information is maintained
Variables Range
Major drug groups  Analgesics and anti-inflammatory agents
must include:  Anti-viral and anti-bacterial agents, anti-fungals or
antibiotics
 Anti-coagulants
 Anti-depressants
 Sedatives and hypnotics
 Anxiolytics
 Anti-epileptics
 Anti-diabetic agents
 Anti-gout agents
 Corticosteroids
 Diuretics
 Gastro-intestinal agents
 Anti-histamines
 Cholesterol and lipid lowering agents
 Anti-asthmatic agents
 Hormonal preparations
 Drugs acting on the Heart
 Anti-hypertensive’s
 Osteoporosis preparations
Prescriptions may  Inpatients
be for:  Outpatients
 Extemporaneous preparations that do not have a fixed
formulae, for specific clients, need to be mixed and
provided e.g. dermatological preparation, pediatric
formulations
Medication form  Commonly used abbreviations for dispensing instructions,
and related routes of administration as per Ethiopian National Drug
abbreviations: Formulary abbreviations
Standards may  Ethiopian Pharmaceutical Association’s(EPA) code of
include: ethics
 Food, Medicine and Healthcare Administration and
Control Authority of Ethiopia (FMHACA) Professional
Practice Standards
Accuracy of client  Name, current address, date of birth
details may  Concessional/entitlement numbers and categories e.g.
include but is not pension
limited to:  Allergies, medical conditions and other medications taken
 Name of client’s doctor
 Medicare numbers
 Ward/clinic/cost centre

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Client medication  Date of birth
profile may  Approximate weight and height of the patient
include:  Any known chronic medical conditions or incapacities
 Allergies or history of adverse drug reaction
 Any known and relevant lifestyle factors e.g. history of
drug dependency, use of non-pharmacy healthcare
services or therapies
 Other medications including OTC, complementary
products’ prescription, etc.
 Restricted drug approvals
 Card number
Dispensary  Pharmacy dispensary hardware system:
administrative - main hard drive, associated CD/DVD drives
systems and
associated - various controller boards for peripheral devices
technology may - keyboard, screen, printers, modem, scanners
include:  Pharmacy dispensary software system:
- proprietary software
- spreadsheets, word processing, accounting packages
- customer, supplier, stock, and drug usage databases
Dispensary  Updating patient records – demographic details,
administrative entitlement numbers
computerized  Maintaining prescriber records
tasks may include  Maintaining medication/drug records
but are not limited  Maintaining dispensing/prescription records
to:  Maintaining supply of cautionary and advisory information
ready for use
 Financial management reports – number and value of
prescriptions dispensed
 Drug usage reports
 Stock control reports
 Government claims
 Management accounting – customer accounts
 Backing up system and maintaining security – daily,
weekly and system backups
 Printing consumer product information
Evidence Guide
Critical Aspects of  The individual being assessed must provide evidence of
Competence specified essential knowledge as well as skills
 Observation of workplace performance is essential for
assessment of this unit
 Consistency of performance should be demonstrated over
the required range of situations relevant to the workplace
 Where, for reasons of safety, space, or access to

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equipment and resources, assessment takes place away
from the workplace, the assessment environment should
represent workplace conditions as closely as possible
Underpinning Essential knowledge required includes:
Knowledge and  Awareness of circumstances/situations where referral to
Attitudes a pharmacist is necessary
 Basic understanding of different drug groups, including
- analgesics and anti-inflammatory agents
- anti-coagulants
- anti-depressants
- anti-epileptics
- sedatives and hypnotics
- anxiolytics
- anti-diabetic agents
- anti-gout agents
- anti-histamines
- anti-hypertensives
- Anti-asthmatic agents
- cholesterol and lipid lowering agents
- corticosteroids
- diuretics
- gastro-intestinal agents
- Drugs acting on the heart
- hormonal preparations
- osteoporosis preparations
- Anti-viral and anti-bacterial agents, anti-fungals or
antibiotics
 Basic understanding of the following factors affecting drug
groups:
- blood pressure
- breast feeding
- geriatric
- pediatric
- pregnancy
 Basic understanding of the following terms:
- bioavailability
- bioequivalence
- drug absorption
- drug distribution

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- drug elimination
- drug half-life
- drug metabolism
 Basic understanding of drug-drug interactions and
incompatibilities
 Charging for pharmaceuticals e.g. organization policy
 Different types of medication orders and their different
labeling requirements, including:
- inpatient items
- outpatient
 Dosages and administration methods for commonly used
drugs
 Drug schedules and their different dispensing/
handling/recording requirement
 Factors affecting the administration of drugs and
pharmacokinetics
 Hygiene and the importance of maintaining a clean
working environment and equipment
 Identification and handling of products, including
- formulary drugs and non-formulary drugs e.g. clinical
trial drugs and special access scheme drugs
- products with the required integrity as well as those
whose integrity has been compromised e.g. damaged,
contaminated or deteriorated stock
- routine handling of products and products requiring
special handling, e.g. cytotoxics and its spill
management, refrigerated and frozen items, light
sensitive materials and flammables
 Personal hygiene and the use of protective clothing
 Pharmacy dispensary systems
 Policies, standards and guidelines, pharmacy codes of
practice, legislative and regulatory requirements in
regards to performing dispensary administrative tasks
 Prescribing conventions, and abbreviations and medical
terminology used for instructions for the use of medicines
 Principles and procedures of maintaining security of
pharmaceutical products
 Principles of calculations, weights and measures and
knowledge of pharmaceutical calculations using SI system
 Procedures and rationale for validating prescriptions
 Rationale for applicable legislation, organization policy
and in-house standard operating procedures (SOPs),
relating to prescription preparation
 Requirements to be satisfied for a complete,
unambiguous and valid prescription and actions to take if

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validity is questionable
 Hospital or health facility in-house computer system
 Infection control policies, guidelines and symbols and their
relevance to working in a retail pharmacy
 OHS policies, guidelines and symbols and their relevance
to working in a retail pharmacy
 Procedures for dealing with returned goods
 Relevant reference material
Underpinning Essential skills required include:
Skills  Assist pharmacist effectively in the preparation of
prescription requirements
 Follow instructions and complete tasks accurately and
efficiently
 Refer issues identified outside scope of practice to the
appropriate person
 Work in a safe manner
 Work in accordance with relevant organization policy,
legislative requirements, industrial awards and
agreements and in-house operating procedures (SOPs)
In addition, the candidate must be able to effectively do the task
outlined in elements and performance criteria of this unit,
manage the task and manage contingencies in the context of the
identified work role
This includes the ability to:
 Communicate and interact appropriately with colleagues,
healthcare practitioners and clients
 Identify and select correct product with reference to form,
dose, strength, brand and quantity
 Identify discrepancies/deviations and refer to the
authorized person
 Identify drugs by generic and proprietary names, or
readily access the information
 Prepare and process information regarding dispensary
administration
 Source, extract, record and disseminate dispensary
administration information (clinical and financial)
 Take into account opportunities to address waste
minimization, environmental responsibility and sustainable
practice issues
 Use available resources and prioritize workload
 Use dispensary information technology system
 Use literacy, numeracy and oral communication skills
required to fulfill the position in a safe manner as specified
by the health care facility
 Use problem solving skills
Resource Access is required to real or appropriately simulated situations,
Implications including work areas, materials and equipment, and to

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information on workplace practices and OHS practices.
Methods of Competence may be assessed through:
Assessment  Practical assessment by direct observation of tasks
through simulation/Role-plays
 Written exam/test on underpinning knowledge
 questioning or interview on underpinning knowledge
 project-related conditions (real or simulated) and require
evidence of process
Assessment methods must confirm the ability to access and
correctly interpret and apply the essential underpinning
knowledge
Context of Competence may be assessed in the work place or in a
Assessment simulated work place setting. This competence standard could
be assessed on its own or in combination with other
competencies relevant to the job function.

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Unit Title Assist in Dispensary Stock Control
This unit involves procedures for maintaining a dispensary stock
Unit Descriptor
control system, according to standard operating procedures in
compliance with statutory and legal requirements. This
competency may apply to a range of work roles in the
pharmacy.
1. Develop 1.1. Stock procurement procedures are identified according

knowledge of to pharmacy policy and procedures.
stock 1.2. Stock procurement systems are accurately compiled,
procurement maintained and data is securely stored.
procedures
2. Ordering and 2.1. Orders for pharmaceutical stock are generated as
receiving requested according to pharmacy policies and procedures.
dispensary 2.2. Stock received is unpacked promptly and checked in
stock accordance with legal requirements and pharmacy
procedures.
2.3. Stock received is reconciled against delivery
documentation, noting any discrepancies.
2.4. Dispensary stock data is accurately entered into
dispensary computer system, where appropriate.
2.5. Dispensary stock is labeled with shelf tickets where
appropriate.
2.6. Procedures for accepting stock back for disposal from
patients/customers is identified and applied.
2.7. Dispensary products are stored according to
manufacturer’s specification, pharmacy policy and
legislative requirements.
3. Perform drug 3.1. Temperature sensitive products are identified.
storage tasks 3.2. Drug storage procedures are identified and applied in
accordance with National SOPs.
3.3. Storage conditions are monitored and maintained
according to manufacturer's instructions, pharmacy
procedures and legislative requirements.
3.4. Dispensary security procedures are applied in line with
pharmacy policy and legislative requirements.

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3.5. Controlled drugs are brought to the attention of the
pharmacist according to legal requirements.
3.6. Procedures are implemented to detect similar packaging
and similarly named products to minimize storage errors.
3.7.Product recall procedures are identified and applied where
appropriate.
4. Perform 4.1. Dispensary stocktaking documentation and
dispensary procedures are identified and performed according to
stock control pharmacy policy and guidelines.
4.2. Shelf labels of discontinued products and those
temporarily unavailable are removed after the final
dispensary stock item is taken from the shelf, according to
pharmacy policy.
4.3. Dispensary stock level requirements are determined and
reported to the pharmacist for verification.
4.4. Dispensary stock discrepancies are investigated and
reported to the pharmacist.
5. Perform 5.1. Expired, damaged and/or returned stock marked for
dispensary disposal are identified.
stock waste 5.2. Controlled substances, toxic, caustic, flammable and/or
disposal cytotoxic materials are identified and disposed of in
accordance with pharmacy policy, legislative requirements
and infection control guidelines.
5.3. Health and safety requirements are adhered to during the
disposal of dispensary stock.
5.4. Dispensary stock records are updated following disposal.
Variables Range
Stock procurement  determining the present state of stock holding
procedures may  determining the quantity/available discounts/order
include but are not frequency
limited to:  generating the order
 cash flow considerations
 anticipated demand.
Stock procurement  purchase orders
and incoming  invoices/statements
stock  packing slips
documentation  credit slips
may include but is  standing orders
not limited  electronic data interchange forms.
to:
Dispensary stock  Written, verbal or electronically transmitted.

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ordering may be:
Dispensary stock  checking dispensary stock received against order placed
reconciliation  reporting shortages, breakages and other deviations and
against received arranging for credit/reimbursement
products may  products requiring refrigeration being delivered in a
include but is not satisfactory condition
limited to:
Dispensary stock  scheduled products
may include but is  formulary drugs and non-formulary drugs
not limited to:  products with the required integrity as well as those whose
integrity have been compromised e.g. damaged, contaminated
or deteriorated dispensary stock
 routinely handled products and products requiring special
handling e.g. refrigerated stock raw materials for compounding
and manufacturing
 equipment used in dispensary area, including disposable
equipment
Shelf tickets may  Portable Data Entry (PDE) number
include  drug name
but are not limited  pack quantity
to:  strength
Storage conditions  correct temperature
may  cold chain requirements
include but are not  humidity, light, security
limited  ventilation
to:  correct storage of hazardous substances
 layout/location
Dispensary  control of access to dispensary area
security  access and control of keys
procedures may  control of dispensary record keeping
include but are not  appropriate disposal of documents and information waste
limited to:
Dispensary stock  maintaining storage conditions
control  dispensary stock rotation
procedures may  keeping dispensary stock undamaged
involve  monitoring expiry dates
but are not limited  aiding dispensary stock selection
to:  implementing procedures to detect similar
packaging/similar names of medication
Dispensary may include but are not limited to:
stocktaking  departmentalizing the dispensary area
documentation  conducting the stock take - e.g. using PDE systems
and  reconciling the results
procedures
Records may be  manually or through the use of computer based systems and
recorded: be in print form and/or in an electronic system

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Dispensary stock  obsolete or expired products
for  returned patient dispensary stock
disposal may  damaged stock
include but is  recalls
not limited to:
Disposal may  return to supplier
include but  safe destruction according to pharmacy policy, legislative
is not limited to: requirements and environmental protection guidelines
 disposal service
Infection control  handwashing
guidelines  wearing gloves and appropriate protective clothing
may include but  sterilizing, disinfecting and/or cleaning equipment
are not limited to:
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate provide
Competence evidence of:
 Consistently applying pharmacy policies, standards and
guidelines, industry legislation and codes of practice in
regard to dispensary stock control tasks including:
- identify and storing dispensary products
- procurement and stocktaking procedures
- maintenance of storage conditions
- location and positioning of dispensary products
- risk management procedures to minimize selection errors
- safe and legal disposal of dispensary waste
 Identification and application of the procedures for the return
of dispensary stock including - the procedures for returning
pharmacy products to supplier/manufacturer and procedures
for returned goods from customer to pharmacy.
 Evidence of the ability to consistently use effective
communication techniques to provide information to
patients/other pharmacy staff while maintaining an awareness
of the need for discretion, tact and confidentiality.
 Evidence of the ability to read, accurately interpret and
consistently apply instructions for performing dispensary
stock control tasks.
 Demonstration of the ability to source, record and
disseminate stock control information.
 Identifying and understanding different types of dispensary
stock control documents.
 Consistently making effective use of time and resources by
prioritizing tasks.
 Recognition of the situations requiring referral to the
pharmacist and/or other pharmacy staff according to

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pharmacy policy.
Underpinning Essential knowledge and attitudes include:
Knowledge and  Knowledge and application of pharmacy policies, standards
Attitudes and guidelines, pharmacy codes of practice, legislative and
regulatory requirements in regards to:
- ordering and receiving dispensary stock
- storage and security of dispensary stock
- performing a dispensary stock take
- stock rotation and product positioning procedures
- product return and recall procedures
- waste disposal of dispensary stock
Underpinning  Skills in the following areas:
Skills - collecting, analyzing and organizing information from a
variety of sources
- preparing and organizing information in regard to stock
control in the dispensary
 Knowledge of principles, techniques and skills in:
- communicating ideas and information
- maintaining confidentiality and privacy
- working with others and in teams
- planning and organizing activities
- managing routines and procedures
- demonstrating tact and solving problems
 Language, literacy and numeracy skills appropriate to the
job role and function
 Awareness of the circumstances/situations under which
referral to the pharmacist and/or other pharmacy staff is
indicated
 Operational skills to consistently use time effectively and
provide quality customer service in the pharmacy
environment
Methods of Competence may be assessed through:
Assessment  Practical assessment by direct observation of tasks through
simulation/role-plays
 Written test/oral questioning on underpinning knowledge
evidence of process
knowledge

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Assessment simulated work place setting.

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Recommend Hair, Beauty and Cosmetic Products and
Unit Title
Services
This unit involves the application of specialized product
Unit Descriptor
knowledge to provide accurate advice to customers and other
sales staff on hair, beauty and cosmetic products. It requires a
greater depth of specialist or general product knowledge and a
greater need for experience and skill in offering advice to
customers.

1. Research store 1.1 Product knowledge developed and maintained by
product range accessing relevant sources of information.
1.2 Store product range accurately identified according to
product information.
1.3 Product information conveyed to other staff members
as required.
1.4 Comparisons between products and services researched
1.5 and accurately applied according to product information.
2. Identify 2.1 Store product and service range correctly identified.
hair/beauty/
cosmetic 2.2 Customer needs correctly identified.
products
3. Recommend 3.1 Products accurately evaluated according to customer
hair/beauty/ needs and product information.
cosmetic products
3.2 Features and benefits of products demonstrated to
customer to create a buying environment.
3.3 Detailed specialized knowledge of product applied to
provide accurate advice to customers regarding product
performance according to manufacturers’ information and
3.4 Products fully explained and clearly demonstrated and/or
applied according to store policies and procedures and
3.5 Opportunities promptly taken to advise/demonstrate to
customers who are unfamiliar with aspects of product
use.
3.6 Customer followed up where required according to
store policy

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Variables Range
Store policy and  selling hair/beauty/cosmetic products
procedures in regard  product demonstration
to:
Relevant sources of  store or supplier's product leaflets/manuals
information may  fashion magazines
include:  manufacturer's representatives
 hair/beauty shows
 Internet
 customer feedback
 designated staff members
Legislative  consumer law
requirements may  environmental protection
include:  occupational health and safety
 pharmacy codes of practice
 waste disposal
 pricing procedures including Goods and Services Tax (GST)
requirements
Hair products may  hair color
include:  shampoos and conditioners
 styling aids such as mousses, gels, hair sprays
 hair ornaments
 brushes, combs, blow dryers
Beauty products may  skin care products for face and body
include:  home care skin treatments
 home care remedial products
 sunscreen and tanning products
 nail, hand and foot care products
Cosmetic products  face and body make-up, pre make-up products and
may include: stabilizers
 brushes, sponges
 applicators
 pallets
 lash curlers, artificial lashes, tweezers
 magnifying mirrors
 containers/trays, make-up boxes
 pencil sharpeners
Product information  brand options
may include:  application procedures/techniques
 benefits and effects of various products
 customer personal requirements
 guarantees
 price
 ingredients

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Store service range  product advice for home care treatments
may include:  hair, skin and nail care advice
 color coordination for hair and make-up products
 advice on current fashion/trends, basic design elements
Knowledge of basic  line, direction, focal points, balance
design elements may  camouflage of skin or hair faults
include:
Customer  occasion e.g., casual/professional/day/evening
requirements may  color preferences/style
include:  durability/function/usage
 cost
 lifestyle
 physical characteristics which may include allergic
reactions, and/or a need or desire to use natural products
 product preference
 culture/ethnicity
Customer follow up  contact by store representative
may include:  return appointments for the customer
Customers may  people with routine or special requests
include:  people with special needs
 regular and new customers
 people from a range of social, cultural or ethnic backgrounds
and physical and mental abilities
Evidence Guide
Critical Aspects of  Continually updates and applies product knowledge to
Competence provide comprehensive advice to customers and staff.
 Consistently applies store policies and procedures and
pharmacy codes of practice in regard to sales/customer
service procedures.
 Consistently advises customers and informs sales team
members of skin and hair care essentials.
 Consistently and accurately advises customers on the
use and application of hair, beauty and cosmetic
products, including hair, skin and nail care advice,
colour coordination for hair and make-up products and
advice on current fashion/trends and design elements.
 Consistently advises on product performance and
features and benefits of products according to store
policy and procedures.
Underpinning  Store policies and procedures, in regard to:
Knowledge and - sales/customer service
Attitude - methods of dealing with special needs/requests of
customers

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- customer complaints
- store services and procedures
- Store product range, including product types,
properties, features, benefits and ingredients
- Design principles, common face and body shapes
and their application to store product range
- Fashion trends relating to store product range
- Store range of complementary products
- Application methods where applicable, for store
product range
 Relevant legislation and statutory requirements
 Relevant pharmacy codes of practice
 Relevant occupational health and safety
legislation/regulations/codes of practice
Underpinning Skills  Interpersonal communication skills
 Handling customers with special needs, including
difficult customers
 Literacy skills in the following areas:
- reading and understanding product information
Resource Implications Access is required to real or appropriately simulated
situations, including work areas, materials and equipment, and
to information on workplace practices and OHS practices.
Competence may be assessed through:
Methods of
 project-related conditions (real or simulated) and
require evidence of process
 Portfolio Assessment (e.g. Certificate from training
providers or employers)
knowledge

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Unit Title Recommend Health and Nutritional Products and Services
This unit involves providing advice to customers and other
Unit Descriptor
sales staff on a range of health and nutritional products and
services, their characteristics, features, technical information
and storage requirements.

1. Develop product 1.1 Access relevant sources of information.
knowledge & 1.2 Store health product range, identified according to
identify health relevant product information.
and
1.3 Comparison between products applied
nutritional
products
2. Recommend 2.1 Product knowledge applied to advise customers and
health and other staff on available product.
nutritional 2.2 Product information accurately conveyed to customers
products according to legislative requirements.
2.3 Products correctly identified to assist customers' purchase
decisions.
2.4 Specials and new lines promoted to customers according
to store policy.
2.5 Complementary products recommended to clients in line
with store policies.
3. Advise on health 3.1 Customer accurately advised on store range of products,
and nutritional services and complementary therapy consultant services
services where applicable, according to store policy and
procedures.
3.2 Customer questioned to determine nature of problem and
solutions offered according to nature of problem, available
product information, and store policy.
3.3 Appointments scheduled with complementary therapy
consultant services, where applicable, according to
availability of consultant and store procedures.
Variables Range
Store policies and  selling health and nutritional products and services
procedures in
regard to:

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Store health and  food nutritional supplements
nutritional product  vitamin and mineral supplements
range may include:  complementary medicines/therapies
 natural cosmetics
 health devices
 bulk/prepackaged/refrigerated/ fresh produce
 confectionery/snack food/drinks including teas
 organic food and/or genetically modified organism
(GMO) free
 books
Relevant sources of  store or supplier product manuals
information may  brochures
include:  product labels
 Internet
 product seminars
Relevant product  type
information may  purpose
include:  basic production methods
 features and benefits
 price
 storage requirements
 shelf life
Complementary  herbal/homeopathic/aromatherapy products
products may  other natural and traditional remedies e.g. Chinese
include:  massage oils
 personal hygiene products
 natural make up products
Product may be:  local
 imported
Legislative  occupational health and safety
requirements may  consumer law
include:  food safety regulations
 Trade practices and Fair Trading Acts
 waste disposal
 hazardous substances and dangerous goods
 environmental protection
Customers may  those with routine or special requests including dietary
include: requirements
 regular and new customers
 people from a range of social, cultural or ethnic
backgrounds and physical and mental abilities

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Evidence Guide
Critical Aspects of  Consistently applies store policies and procedures
Competence which comply with consumer law and legislative
requirements regarding the selling of health and
nutritional products and services
 Continually updates and applies product knowledge in
regard to current store health products and services to
provide comprehensive advice to customers and staff.
 Consistently advises customers and informs sales team
members of major characteristics of store range of
health products, including, product type, purpose,
features and benefits, price, basic production methods
and storage requirements.
 Consistently advises customers on store health
services available, and schedules appointments with
complementary therapists where applicable.
Underpinning  Store policies and procedures, in regard to:
Knowledge and - sales/customer service
Attitudes - methods of dealing with special needs/requests
of customers
- customer complaints
- Store health and nutritional product and
service range, including new lines and seasonal
promotions
- Relevant legislation and statutory requirements
 Relevant pharmacy codes of practice, including :
- advertising
- stock procurement/stock dispensing
 Relevant occupational health and safety
legislation/regulations/codes of practice
 Trade Practices and Fair Trading Acts
Underpinning Skills  Interpersonal communication skills
 Handling customers with special needs, including
difficult customers
 Organizing and providing health and nutritional services
to customers
 Scheduling appointments where required
 Handling customers with special dietary needs
 Literacy skills in the following areas:
- reading and interpreting product labels
-
reading and understanding store policies and
procedures
 Numeracy skills in relation to:

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 pricing, estimating and weighing products
Resources Access is required to real or appropriately simulated
Implication situations, including work areas, materials and equipment, and
to information on workplace practices and OHS practices.
Methods of
 project-related conditions (real or simulated) and
require evidence of process
knowledge

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Unit Title Sell Products and Services
This unit involves the skills, knowledge and attitudes required
Unit Descriptor
to sell products and services in a retail environment. It involves
the use of sales techniques and encompasses the key selling
skills from approaching the customer to closing the sale. It
requires a basic level of product knowledge.

1.1. Knowledge of the use and application of relevant products
1. Apply product
and services demonstrated according to store policy and
knowledge
1.2. Product knowledge developed by accessing relevant
information sources.
2.1. Timing of customer approach determined and applied.
2. Approach customer
2.2. Effective sales approach identified and applied.
& Gather information
2.3. Positive impression conveyed to arouse customer interest.
2.4. Knowledge of customer buying behavior demonstrated.
3.1. Customer needs matched to appropriate products and
3. Sell benefits
services.
3.2. Knowledge of products' features and benefits
communicated clearly to customers.
3.3. Product use and safety requirements described to
customers.
3.4. Customers referred to appropriate product specialist as
required.
3.5. Routine customer questions about merchandise are
answered accurately and honestly or referred to more
experienced senior sales staff.
4.1. Customer objections identified and accepted.
4. Overcome
4.2. Objections categorized into price, time and merchandise
objections
characteristics.
4.3. Solutions offered according to store policy.
4.4. Problem solving applied to overcome customer objections.
5.1. Customer buying signals monitored, identified and
5. Close sale
responded to appropriately.
5.2. Customer encouraged to make purchase decisions.
5.3. Appropriate method of closing sale selected and applied.
6. Maximize sales 6.1. Customer buying signals monitored, identified and
opportunities responded to appropriately.
6.2. Customer encouraged to make purchase decisions.
6.3. Appropriate method of closing sale selected and applied.
Variables Range

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Store policy and  selling products and services
procedures in regard
to:
Customers may  people with routine or special needs
include:  regular or new customers
 people from a range of social, cultural or ethnic
backgrounds and physical and mental abilities
Product knowledge  warranties
may include:  features and benefits
 use by dates
 handling/storage requirements
 stock availability
 safety features
 price
Selling may involve:  face to face
 over the telephone
 over the Internet
Routine customer  price and price reductions
questions may relate  quality
to:  features and benefits
Legislative  Trade Practices Act
requirements may  tobacco laws
include:  liquor laws
 sale of second hand goods
 occupational health and safety
 pharmacy codes of practice
 Lottery Acts
Relevant sources of  Internet
information may  relevant staff members
include:  store or supplier product manuals
 product profiles
 videos
 demonstrations
 labels
 store tours
Evidence Guide
Critical Aspects of  Applies product knowledge and uses appropriate sales
Competence approach to sell the benefits of products, overcome
objections and close sales.
 Uses questioning, listening and observation skills to
determine customer requirements.
 Consistently applies store policies and procedures in
regard to selling products and services.

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 Maximizes sales opportunities according to store
policies and procedures.
 Consistently applies pharmacy codes of practice,
relevant legislation and statutory requirements in regard
to selling products and services.
 Evaluates personal sales performance to maximize
future sales.
Knowledge of:
Underpinning
Knowledge and  Store policies and procedures, in regard to:
Attitudes - selling products and services
- allocated duties and responsibilities
 Store merchandise and service range
 Specific product knowledge for area/section
 Relevant legislation and statutory requirements
 Relevant pharmacy codes of practice
 Customer types and needs including:
- customer buying motives
- customer behavior and cues
- individual and cultural differences
- demographics/lifestyle/income
- types of customer needs, e.g. functional,
psychological
Underpinning Skills  Selling techniques including:
- opening techniques
- buying signals
- strategies to focus customer on specific
merchandise
- add-ons and complimentary sales
- overcoming customer objections
- closing techniques
 Verbal and nonverbal communication skills
 Handling difficult customers
 Negotiation skills
 Sales performance appreciation
 Questioning/listening/observation
 Literacy skills in regard to:
- reading and understanding product information
-reading and understanding store policies and
procedures
- recording information
 Numeracy skills in regard to:

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- handling of tender
- weighing and measuring goods
Resource Implications Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
Methods of
evidence of process
knowledge

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Occupational Standard: Hospital/Community Pharmacy Assisting Level III
Support pharmacists by collecting and presenting
Unit Title
workplace data and information
Unit Descriptor
required for pharmacy technicians to collect data and
information in the workplace to support the pharmacist.

1. Identify and 1.1.Obtain and clarify instructions from pharmacist to ensure
address correct understanding
requirements for 1.2.Identify purpose and audience of the data/information to be
data and information collected
collection 1.3. Clarify appropriate sources of data/information
1.4. Establish timeframe for data/information collection
1.5. Collect data/information to address identified requirements
2. Prepare 2.1. Check data/information for completeness and accuracy
data/information 2.2. Analyze data/information to address identified purpose and
for use audience according to workplace standards and/or
procedures
2.3. Collate data/information in a logical manner and prepare for
Presentation
3. Present 3.1. Explain data/information to others as required to support its
workplace application to workplace operations
data/information 3.2. Answer questions about the data/information collected and
clarify appropriately within scope of practice
3.3. Present data/information to client and/or pharmacist in
accordance with workplace procedures
3.4. Record and store data/information in accordance with
workplace procedures
Variable Range
Instructions may  Verbal
include:  Written
 By phone
 Via electronic means
Data and  Consumer Medicine Information (CMI)
information may  Laboratory results, including drug levels
include:  Manufacturer’s instructions
 Safety audit data
 Data for drug utilization reviews and evaluations (DUE)
 Data for reporting adverse drug reactions (ADRs)
 Key performance indicator data

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 Admission information
Sources of  Manufacturer's instructions
data/information  Workplace operating procedures and policies
may  Workplace computer files
include:  Electronic databases
 Pharmacy computer system
 Communications technology – fax, phone, email
 Client medication profiles
Checks for  Client unit record (UR) number and name
completeness and  Specific laboratory results requested
accuracy may  Appropriate date and time of laboratory results
include:  Specific CMI for client’s own medication or treatment
Evidence Guide
Critical aspects of The individual being assessed must provide evidence of
 Observation of performance in the workplace or a
simulated workplace is essential for assessment of this
unit
 Assessment must contain both theoretical and practical
components and examples covering a range of workplace
situations
 Evidence of workplace performance over time and
covering a range of workplace situations must be
obtained to inform a judgment of competence
 Where, for reasons of safety, space, or access to
equipment and resources, assessment takes place away
from the workplace, the assessment environment should
represent workplace conditions as closely as possible
Underpinning Demonstrates knowledge of:
Knowledge and  Client unit record number
Attitudes  Knowledge and purpose of biochemical, hematological
and microbiology tests
 Knowledge and understanding of how to identify and
access client data
 Knowledge and purpose of therapeutic drug monitoring
 Organization clinical information system
 Organization clinical policies and procedures
 Role of the drug information pharmacist and when to
utilize them
 Standard references including MIMs, AMH and
Micromedex
 The drugs that require therapeutic drug monitoring

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 The form for reporting Adverse Drug Reactions
 Understand the abbreviations used in biochemical,
hematological and microbiology tests
 Understand how to ensure client data retrieved is for the
correct client
 Understand the order of referencing i.e. primary,
secondary, tertiary references
 Understand the meaning of Adverse Drug Reaction
 Understand the purpose of reporting Adverse Drug
Reactions and the data required
 Understand the concept of Drug Utilization Evaluation and
the data reported
 Understand concept of key performance indicators and
data reported
 Understanding of the concept of reference range
 Understanding of the concept of therapeutic range
Underpinning Skills This includes the ability to:
 Arrange information and present it in a form appropriate
for the organization’s work practices
 Collate biochemical, hematological and microbiology tests
into format for distribution to the pharmacist
 Identify the information requested by the pharmacist
 Identify specific client data
 Identify information needed to interpret drug levels
 Locate and access biochemical, hematological and
microbiology tests
 Locate and access drug levels
 Retrieve information about medicines
 Retrieve organization clinical policies and procedures
 Retrieve and collate any preparatory information required
for reporting Adverse Drug Reactions
 Screen biochemical, hematological and microbiology tests
for abnormal results and to notify the pharmacist
 Take into account opportunities to address waste
minimization, environmental responsibility and sustainable
practice issues
 Use literacy, written and oral communication skills
required to fulfill the position in a safe manner as specified
by the healthcare sector
 Use numeracy skills required to accurately interpret and
record findings
 Use technology appropriately, including computers

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Resource Competency in this unit should be assessed through:
Implications  Access to appropriate workplace where assessment can be
conducted or simulation of realistic workplace setting for
assessment.
 Access to equipment and resources normally used in the
workplace
Method of Competence may be assessed through:

evidence of process
knowledge

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Unit Title Organize and Maintain the retail environment
Unit Descriptor
required to maintain an effective work environment in a retail
setting by monitoring, coordinating and promoting the
implementation of ethical, safe and effective work practices in
line with established work requirements

1. Promote ethical 1.1. Monitor decision-making to ensure ethical guidelines are
work practices followed and underlying ethical complexity is recognized
1.2. Ensure understanding and compliance with the principles
of duty of care and legal responsibilities in all work
undertaken
1.3. Ensure appropriate action is taken to address any breach
or non adherence to standard procedures or adverse
event
1.4. Monitor work practices to ensure confidentiality of any
client matter in line with organization policy and
procedure
1.5. Promote respect for rights and responsibilities of others
through considered application of work practices
1.6. Apply and promote knowledge and understanding of
employee and employer rights and responsibilities in all
work practices
1.7. Identify potential conflict of interest in the workplace and
take action to avoid and/or address
2. Support culture of 2.1. Monitor and address communication issues in the
effective workplace
communication 2.2. Monitor oral and written communication in the workplace
to ensure confidentiality of client and staff matters
2.3. Monitor workplace communication to support accuracy
and understanding of information provided and received
2.4. Promote recognition of individual and cultural differences
in the workplace and support any adjustments to
communication needed to facilitate the achievement of
identified outcomes
2.5. Promote and support a client-centered approach to
health care throughout interpersonal communication with
clients and colleagues
2.6. Promote and assist with the resolution of conflict and
interpersonal differences in the workplace
3. Maintain a positive 3.1. Monitor work practices to ensure they contribute to
approach to health in maintaining an effective and client-centered approach to

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the workplace health
3.2. Monitor implementation of work practices to ensure clients
are included in shared decision making as partners in
health care
3.3. Support and maintain a workplace culture of promoting
good health by sharing health information
3.4. Monitor and maintain workplace focus on preventing ill
health and minimizing risk
3.5. Monitor and maintain workplace focus on processes and
procedures to manage stress and prevent fatigue
4. Monitor 4.1. Monitor implementation of organization policies and
professional work procedures relating to awards, standards and
standards legislative requirements of staff
4.2. Identify areas for improving work practices and support
implementation in line with organization policies and
procedures
4.3. Monitor compliance with relevant accreditation standards
applying to work undertaken and address issues
4.4. Monitor staff understanding and focus on achieving
organization goals and objectives in work undertaken
4.5. Monitor and support staff efforts to respond positively to
improved work practices and procedures
4.6. Ensure issues requiring mandatory notification are
identified and reported appropriately
5. Work in the health 5.1. Establish effective relationships with workers from different
sector context sectors and levels of the sector in line with work role and
requirements
5.2. Apply knowledge of the roles and functions of various
health care structures, organizations and systems in
Ethiopia
5.3. Maintain knowledge of current issues influencing the
health care system
5.4. Work with an understanding of funding mechanisms, and
how the organization’s operations are financed
6. Take opportunities 6.1. Monitor own skills/knowledge in relation to ongoing and
to develop own changing work requirements
competence 6.2. Identify areas for personal development in line with health
sector developments, organization requirements and
personal interest
6.3. Take initiative to access and/or create development
opportunities to support organization need and personal
career development
6.4. Undertake available formal and informal skill/knowledge
development and maintenance activities
7. Demonstrate the 7.1. Personal hygiene and dress standard is maintained
importance of hygiene according to organizational infection control requirements
and infection control 7.2. Personal protective equipment is worn correctly
in the retail pharmacy 7.3. Infectious and/or hazardous waste material is safely

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disposed of according to waste management policy and
procedures
7.4. Reporting is undertaken or action initiated, within own area
of responsibility, to redress any potential workplace
hazards according to organizational requirements
Variables Range
Requirements of own  Level of responsibility
work role may  Organization guidelines
include:  Individual awards and benchmarks
 Legislation relevant to work area
 Accreditation standards
Organization policy  Storage of records
on  Destruction of records
confidentiality may  Access to records
relate to:  Release of information
 Verbal and written communication
Organization  FMHACA Healthcare Standards
procedures, policies,  Home and Community Care Standards
awards, standards  Federal and Regional legislation
and legislation may  Quality management policy and practice
include:  Accreditation and service provision standards of other
relevant industry organizations
 Relevant health regulations and guidelines, policies and
procedures, including child protection
Promoting positive  Acknowledging and greeting courteously
client relationship  Identifying client needs and attending to them in a
may include: timely manner
 Handling complaints sensitively, courteously and as
per practice protocols
 Demonstrating respect for clients’ time
A client-centered  Putting clients and careers at the centre of service
approach to health delivery
includes:  Including clients in decision-making relating to their
health care
 Involving clients in discussions about service delivery
options and issues
 Obtaining client consent to examine, treat or work
with them
 Effective customer service
Employee rights and  Duty of care responsibilities
responsibilities may  Leave entitlements
relate to:  Attendance requirements
 Obeying lawful orders
 Confidentiality and privacy of organization, client and
colleague information

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 Adherence to OHS
 Protection from discrimination and sexual harassment in
the workplace
 The right to union representation
Issues requiring  Protection of children and others identified to be at risk
mandatory  Issues defined by jurisdictional legislation and/or
notification may regulatory requirements
include:  Issues specifically identified by under organization
policies
Improved work  Enhancing outcomes for clients
practices may relate,  Enhancing sustainability of work, such as efficient
for example to: and effective work practices in relation to:
- use of power
- use of resources, including for administration purposes
- waste management and recycling practices
 Enhancing safety of staff and clients
Identifying and  Reporting and implementing suggested improvements
implementing  Seeking and addressing customer feedback
improved work  Monitoring tasks
practices may  Responding to surveys and questionnaires
include:  Assessing/observing/measuring environmental factors
 Checking equipment
Employer rights and  Legislative requirements for employee dismissal i.e.
responsibilities may Workplace Relations Act
relate to:  Legislative requirements to provide a safe work
environment free from discrimination and sexual
harassment
 Enterprise workplace agreements
 Relevant National and Regional employment legislation
i.e. wage rates, employment conditions
Designated  Hazard control
knowledge/skill  OHS
development may  Manual handling
relate to:  First Aid
 Cultural awareness
 Infection control
 Cardiopulmonary resuscitation emergency response
and notification protocols
 Fire emergency response procedures for notification
and containment of fire, use of firefighting equipment
and fire safety procedures
 Security procedures
 Quality improvement policy and practice
 Discrimination, harassment and bullying in the
workplace
 Formal and informal resolution of grievances

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 Waste management
 Customer service
 Communication, conflict resolution
 Others
Personal hygiene  Washing hands according to specified standards
may include:  Standard and additional precautions
 Clean uniforms worn correctly
Personal protective  Gowns
equipment  Sterile and non sterile gloves including heavy duty
(PPE) may include:  Eyewear
 Plastic aprons
 Overalls
 Enclosed footwear
 Masks
Evidence Guide
Critical Aspects of  The individual being assessed must provide evidence of

 Consistency of performance should be demonstrated
over a range of workplace situations
Underpinning Demonstrate knowledge and attitudes in:
Knowledge and  Details of accreditation processes and quality
Attitudes improvement practices
 Implications of relevant legislation, including:
- access and equity
- anti-discrimination
- infection control
- OHS
- privacy
 Meaning of duty of care, confidentiality of information
and ethical decision-making in relation to own and
others’ work duties and responsibilities; what constitutes
a breach of these and potential ramifications of such
breaches
 Principles underpinning client-centered health care
 Principles of client safety
 Organization procedures relating to:
- emergency response
- fire safety
- safe disposal of goods/waste
- security
- sustainability in the workplace, including environmental
economic, workforce and social sustainability
 Role, function and objectives of the organization, and
relevance to specific workplace requirements

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 Terms and conditions of employment for staff members
 Understanding of relevant organization procedures,
policies, awards, standards and legislation and their
application in the workplace
It is critical that the candidate demonstrate the ability to
Underpinning Skills
 Apply knowledge of the ramifications of breaches of duty
of care, confidentiality, ethical guidelines and other
relevant policies and legislation
 Apply understanding of good personal hygiene and risk
associated with poor hygiene
 Identify own responsibilities within the workplace
In addition, the candidate must be able to effectively do the

task outlined in elements and performance criteria of this unit,
manage the task and manage contingencies in the context
of the identified work role
This includes the ability to:
 Analyze implementation of workplace procedures and
their outcomes to identify areas for improvement
 Apply functional literacy skills needed for written and
oral information about workplace requirements
 Apply high level decision-making and problem solving
skills as required to monitor decision-making processes
and provide constructive input to assist others
 Create and promote opportunities to enhance
sustainability in the workplace
 Use high level communication skills as required by
specific work role, including:
- interpreting and implementing complex verbal and/or
written instructions
- providing information and ensuring understanding
- reporting incidents in line with organization
requirements
- seeking clarification of information provided by others
Resource Implications Access is required to real or appropriately simulated situations,
including work areas, materials and equipment, and to
Methods of
evidence of process

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knowledge

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Occupational Title: Pharmacy Retail Assisting Level II
Unit Title Apply Basic First Aid
Unit Descriptor This unit of competency deals with the provision of essential
First Aid in recognizing and responding to an emergency using
basic life support measures. The First Aider is not expected to
deal with complex casualties or incidents, but to provide an
initial response where First Aid is required. In this unit it is
assumed the First Aider is working under supervision and/or
according to established workplace First Aid procedures and
policies.

1. Assess the 1.1 Physical hazards to own and other’s health and safety
situation are identified.
1.2 Immediate risk to self health and safety of the
casualty/OHS are minimized by controlling the hazard in
accordance with OHS requirements.
1.3 Casualty’s vital signs and physical condition are
assessed in accordance with workplace procedures.
2. Apply basic first 2.1 First aid management is provided in accordance with
aid techniques established first aid procedures.
2.2 Casualty is reassured in a caring and calm manner and
made comfortable using available resources.
2.3 First aid assistance is sought from others in a timely
manner and as appropriate.
2.4 Casualty’s condition is monitored and responded to in
accordance with effective first aid principles and
workplace procedures.
2.5 Details of casualty’s physical condition, changes in
conditions, management and response to management
are accurately recorded in line with organizational
procedures.
2.6 Casualty management is finalized according to casualty’s
needs and first aid principles.
3. Communicate 3.1 Appropriate medical assistance is requested using relevant
details of the communication media, resources and equipment.
incident 3.2 Details of casualty’s condition and management activities
are accurately conveyed to emergency services/ relieving
personnel.

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3.3 Reports to supervisors are prepared in a timely manner,
presenting all relevant facts according to established
company procedures.
Variables Range
Physical hazards  Workplace hazards
may include:  Environmental hazards
 Proximity of other people
 Hazards associated with the casualty management
processes
Risks may include:  Worksite equipment, machinery and substances
 Environmental risks
 Bodily fluids
 Risk of further injury to the casualty
 Risks associated with the proximity of other workers and
bystanders
Vital signs include:  Breathing
 Circulation
 Consciousness
First Aid  Workplace policies and procedures
management will  Industry/site specific regulations, codes etc.
need to account for:  OHS requirements
 National and Regional workplace health and safety
requirements
 Allergies the casualty may have
 Location and nature of the workplace
 Environmental conditions e.g. electricity, biological risks,
weather, motor vehicle accidents
 Location of emergency services personnel
 Use and availability of First Aid equipment and resources
Casualty's condition  Abdominal injuries
is managed for:  Allergic reactions
 Bleeding
 Burns - thermal, chemical, friction, electrical
 Cardiac conditions
 Chemical contamination
 Cold injuries
 Crush injuries
 Dislocations
 Drowning
 Envenomation - snake, spider, insect and marine bites
 Environmental conditions such as hypothermia, dehydration,
heat stroke

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 Epilepsy, diabetes, asthma and other medical conditions
 Eye injuries
 Fractures
 Head injuries
 Minor skin injuries
 Neck and spinal injuries
 Needle stick injuries
 Poisoning and toxic substances
 Respiratory management of asthma and/or choking
 Shock
 Smoke inhalation
 Soft tissue injuries including sprains, strains, dislocations
 Substance abuse - including drugs
 Unconsciousness including not breathing and no pulse
Established First Aid  Checking the site for danger to self, casualty and others and
principles minimizing the danger
include:  Checking and maintaining the casualty’s airway, breathing
and circulation
Communication  Mobile phone

systems may  Satellite phones
include but are not  Flags
limited to:  Two-way radio
 Email
 Electronic equipment
Resources and  Defibrillation units
equipment are  Pressure bandages
used appropriate to  Thermometers
the risk and  First Aid kit
may include:  Eyewash
 Thermal blankets
 Pocket face masks
 Rubber gloves
 Dressing
 Spacer device
 Cervical collars
Evidence Guide
Critical Aspects of Assessment requires that the candidate provide evidence of:
Competence  OHS
 Risk assessment
 Emergency procedures
 Basic anatomy and physiology
 Duty of care

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Resuscitation
Bleeding control
Care of unconscious
National and regional regulatory requirements relating to
currency of skill and knowledge
 Decision making
 Legal requirements
 Airway management
 Assertiveness skills
 Communication skills
Underpinning Demonstrate knowledge of:
Knowledge and  Basic anatomy and physiology
Attitudes  Company standard operating procedures (SOPs)
 Dealing with confidentiality
 Knowledge of the First Aiders’ skills and limitations
 OHS legislation and regulations
 How to gain access to and interpret material safety data
sheets (MSDSs)
Underpinning Skills Demonstrate skills of:
 Resuscitation
 Demonstration of First Aid casualty management principles
assessing and minimizing danger, maintaining the casualty’s
airway, breathing and circulation
 Safe manual handling of casualty
 Consideration of the welfare of the casualty
 Report preparation
 Ability to interpret and use listed documents
Methods of
evidence of process
knowledge

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Unit Title Apply Quality Standard
Unit Descriptor This unit covers the knowledge, attitudes and skills required in
applying quality standards.
Elements Performance criteria

1. Assess own work 1.1 Completed work is checked against national standards
relevant to the pharmaceutical activity being undertaken.
1.2 An understanding is demonstrated on how the work
activities and completed work relate to the next process
and to the final appearance of the service.
1.3 Faulty service is identified and isolated in accordance with
pharmaceutical policies and procedures
1.4 Faults and any identified causes are recorded and reported
in accordance with organizational procedures
2. Assess quality of 2.1 Services rendered are checked against national
service rendered pharmaceutical standards and specifications
2.2 Service rendered are evaluated using the appropriate
evaluation parameters and in accordance with national
pharmaceutical standards
2.3 Causes of any identified faults are identified and corrective
actions are taken in accordance with policies and
procedures
3. Record information 3.1 Basic information on the quality performance is recorded in
accordance with organizational procedures
3.2 Records of work quality are maintained according to the
requirements of the organization
4. Study causes of 4.1 Causes of deviations from final outputs or services are
quality deviations investigated and reported in accordance with
organizational procedures
4.2 Suitable preventive action is recommended based on
national pharmaceutical quality standards and identified
causes of deviation from specified quality standards of final
service or output
5. Complete 5.1 Information on quality and other indicators of service
documentation performance is recorded.
5.2 All service processes and outcomes are recorded.

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Variable Range
Quality check  Visual inspection
 Physical measurements
 Check against specifications/preferences
Quality standards  Materials
 service
 output
 processes
Quality parameters  style
 design
 durability
 service variations
 materials
 color
 damage and imperfections
Evidence Guide Description

Critical aspects of  Checked completed work continuously against national
competency pharmaceutical standard
 Identified and isolated faulty service
 Checked service rendered against national
pharmaceutical standards
 Identified and applied corrective actions on the causes
of identified faults
 Recorded basic information regarding quality
performance
 Investigated causes of deviations of services against the
national pharmaceutical standard
 Recommended suitable preventive actions
Underpinning  Relevant quality standards, policies and procedures
Knowledge and  Characteristics of services
Attitudes
 Safety environment aspects of service processes
 Relevant evaluation techniques and quality checking
procedures
 Workplace procedures
 Reporting procedures
Underpinning Skills  Interpret work instructions, specifications and standards
appropriate to the required work or service

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 Carry out relevant performance evaluation
 Maintain accurate work records in accordance with
procedures
 Meet work specifications
 Communicate effectively within defined workplace
procedures
Resource Implications The following resources should be provided:
 Access to relevant workplace or appropriately simulated
environment where assessment can take place
 Materials relevant to the proposed activity or task
Methods of
evidence of process
knowledge

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Unit Title Work in a Team Environment
Unit Descriptor This unit covers the skills, knowledge and attitudes to identify
role and responsibility as a member of a team.
1. Describe team role 1.1 The role and objective of the team is identified from
and scope available sources of information
1.2 Team parameters, reporting relationships and
responsibilities are identified from team discussions and
appropriate external sources
2. Identify own role 2.1 Individual role and responsibilities within the team
and responsibility environment are identified
within team 2.2 Roles and responsibility of other team members are
identified and recognized
2.3 Reporting relationships within team and external to
team are identified
3. Work as a team 3.1 Effective and appropriate forms of communications used
member and interactions undertaken with team members who
contribute to known team activities and objectives
3.2 Effective and appropriate contributions made to
complement team activities and objectives, based on
individual skills and competencies and workplace context
3.3 Observed protocols in reporting using standard operating
procedures
3.4 Contribute to the development of team work plans based
on an understanding of team’s role and objectives and
individual competencies of the members.
Variable Range
Role and objective of  Work activities in a team environment with enterprise or
team specific sector
 Limited discretion, initiative and judgment maybe
demonstrated on the job, either individually or in a team
environment

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Sources of  Standard operating and/or other workplace procedures
information  Job procedures
 Machine/equipment manufacturer’s specifications and
instructions
 Organizational or external personnel
 Client/supplier instructions
 Quality standards
 OHS and environmental standards
Workplace context  Work procedures and practices
 Conditions of work environments
 Legislation and industrial agreements
 Standard work practice including the storage, safe
handling and disposal of chemicals
 Safety, environmental, housekeeping and quality
guidelines

Critical Aspects of Assessment requires evidence that the candidate:
Competence  Operated in a team to complete workplace activity
 Worked effectively with others
 Conveyed information in written or oral form
 Selected and used appropriate workplace language
 Followed designated work plan for the job
 Reported outcomes
Underpinning Demonstrate knowledge and attitude in:
Knowledge and  Communication process
Attitude
 Team structure
 Team roles
 Group planning and decision making
Underpinning Skills Demonstrate skills to:
 Communicate appropriately, consistent with the culture
of the workplace
Resource Implications The following resources must be provided:
Access to relevant workplace or appropriately simulated
environment where assessment can take place
 Materials relevant to the proposed activity or tasks
Methods of

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evidence of process
knowledge

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Unit Title Demonstrate Work Values
Unit Descriptor This unit covers the knowledge, skills, and attitude in
demonstrating proper work values.

1. Define the purpose 1.1 One’s unique sense of purpose for working and the ‘whys’
of work of work are identified, reflected on and clearly defined for
one’s development as a person and as a member of
society.
1.2 Personal mission is in harmony with company’s values
2. Apply work 2.1 Work values/ethics/concepts are classified and
values/ethics reaffirmed in accordance with the transparent company
ethical standards, policies and guidelines.
2.2 Work practices are undertaken in compliance with
pharmacy work ethical standards, organizational policy
and guidelines
2.3 Personal behavior and relationships with co-workers
and/or clients are conducted in accordance with ethical
standards, policy and guidelines.
2.4 Company resources are used in accordance with
transparent company ethical standard, policies and
guidelines.
3. Deal with ethical 3.1 Company ethical standards, organizational policy and
problems guidelines on the prevention and reporting of unethical
conduct are accessed and applied in accordance with
transparent company ethical standard, policies and
guidelines.
3.2 Work incidents/situations are reported and/or resolved in
accordance with company protocol/guidelines.
3.3 Resolution and/or referral of ethical problems identified are
used as learning opportunities.
4. Maintain integrity 4.1 Personal work practices and values are demonstrated
of conduct in the consistently with acceptable ethical conduct and
workplace company’s core values.
4.2 Instructions to co-workers are provided based on ethical,
lawful and reasonable directives.
4.3 Company values/practices are shared with co-workers

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using appropriate behavior and language.
Variable Range
Work values/ethics/  Commitment/ Dedication
concepts may include  Sense of urgency
but are not limited to:  Sense of purpose
 Love for work
 High motivation
 Orderliness
 Reliability and Dependability
 Competence
 Goal-oriented
 Sense of responsibility
 Being knowledgeable
 Loyalty to work/company
 Sensitivity to others
 Compassion/Caring attitude
 Balancing between family and work
 Sense of nationalism
Work practices may  Quality of work
include:  Punctuality
 Efficiency
 Effectiveness
 Productivity
 Resourcefulness
 Innovativeness/Creativity
 Cost consciousness
 Attention to details
Incidents/situations  Violent/intense dispute or argument
may include:  Gambling
 Use of prohibited substances
 Pilferages
 Damage to person or property
 Vandalism
 Falsification
 Bribery
 Sexual Harassment
 Blackmail
Company resources  Consumable materials
may include:  Equipment/Machineries
 Human
 Time
 Financial resources

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Instructions may be :  Verbal
 Written

Critical Aspects Assessment requires evidence that the candidate:
of Competency  Defined one’s unique sense of purpose for working
 Clarified and affirmed work values/ethics/concepts
consistently in the workplace
 Demonstrated work practices satisfactorily and consistently
in compliance with industry work ethical standards,
organizational policy and guidelines
 Demonstrated personal behavior and relationships with co-
workers and/or clients consistent with ethical standards,
policy and guidelines
 Used company resources in accordance with company
ethical standard, policies and guidelines.
 Followed company ethical standards, organizational policy
and guidelines on the prevention and reporting of unethical
conduct/behavior
Underpinning Essential knowledge includes:
Knowledge and  Occupational health and safety
Attitudes  Work values and ethics
 Company performance and ethical standards
 Company policies and guidelines
 Fundamental rights at work including gender sensitivity
 Work responsibilities/job functions
 Corporate social responsibilities
 Company code of conduct/values
 Balancing work and family responsibilities
Underpinning Skills Essential skills includes:
 Interpersonal skills
 Self awareness, understanding and acceptance
 Application of good manners and right conduct
Resource Implications The following resources must be provided:
 Workplace or assessment location
 Case studies/Scenarios

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Methods of
evidence of process
knowledge
Context of Assessment Competence may be assessed in the work place or in a
simulated work place setting. This competence standard could

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Unit Title Participate in Workplace Communication
Unit Descriptor This unit covers the knowledge, skills and attitudes required to
gather, interpret and convey information in response to workplace
requirements.
1. Obtain and 1.1 Specific and relevant information is accessed from

convey appropriate sources
workplace 1.2 Effective questioning , active listening and speaking skills
information are used to gather and convey information
1.3 Appropriate medium is used to transfer information and
ideas
1.4 Appropriate nonverbal communication is used
1.5 Appropriate lines of communication with supervisors and
colleagues are identified and followed
1.6 Defined workplace procedures for the location and
storage of information are used
1.7 Personal interaction is carried out clearly and concisely
2. Participate in 2.1 Team meetings are attended on time
workplace 2.2 Own opinions are clearly expressed and those of others
meetings and are listened to without interruption
discussions
2.3 Meeting inputs are consistent with the meeting purpose
and established protocols
2.4 Workplace interactions are conducted in a courteous
manner
2.5 Questions about simple routine workplace procedures and
matters concerning working conditions of employment are
asked and responded to
2.6 Meetings outcomes are interpreted and implemented
3. Complete 3.1 Range of forms relating to conditions of employment are
relevant work completed accurately and legibly
related 3.2 Workplace data is recorded on standard workplace forms
documents and documents
3.3 Basic mathematical processes are used for routine
calculations
3.4 Errors in recording information on forms/ documents are
identified and properly acted upon

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3.5 Reporting requirements to supervisor are completed
according to organizational guidelines
Variable Range
Appropriate  Team members
sources  Suppliers
 Trade personnel
 Local government
 Industry bodies
Medium  Memorandum
 Circular
 Notice
 Information discussion
 Follow-up or verbal instructions
 Face to face communication
Storage  Manual filing system
 Computer-based filing system
Forms  Personnel forms, telephone message forms, safety reports
Workplace  Face to face
interactions  Telephone
 Electronic and two way radio
 Written including electronic, memos, instruction and forms,
non-verbal including gestures, signals, signs and diagrams
Protocols  Observing meeting
 Compliance with meeting decisions
 Obeying meeting instructions
Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  Prepared written communication following standard format of
the organization
 Accessed information using communication equipment
 Made use of relevant terms as an aid to transfer information
effectively
 Conveyed information effectively adopting the formal or
informal communication
Underpinning  Effective communication
Knowledge and  Different modes of communication
Attitudes  Written communication
 Organizational policies
 Communication procedures and systems
 Technology relevant to the enterprise and the individual’s work
responsibilities
Underpinning  Follow simple spoken language

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Skills  Perform routine workplace duties following simple written
notices
 Participate in workplace meetings and discussions
 Complete work related documents
 Estimate, calculate and record routine workplace measures
 Basic mathematical processes of addition, subtraction,
division and multiplication
 Ability to relate to people of social range in the workplace
 Gather and provide information in response to workplace
Requirements
Resource  Fax machine
Implications  Telephone
 Writing materials
 Internet
Methods of  Direct Observation
Assessment  Oral interview and written test
Context of Competency may be assessed individually in the actual
Assessment workplace or through accredited institution

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Unit Title Develop Business Practice
Unit Descriptor This unit specifies the outcomes required to establish a business
operation from a planned concept. It includes researching the
feasibility of establishing a business operation, planning the
setting up of the business, implementing the plan and reviewing
operations once commenced.
1. Identify 1.1 Business opportunities are investigated and identified

business 1.2 Feasibility study is undertaken to determine likely business
opportunity viability
1.3 Market research on product or service is undertaken
1.4 Assistance with feasibility study of specialist and relevant
parties is sought as required
1.5 Impact of emerging or changing technology including e-
commerce, on business operations are evaluated
1.6 Practicability of business opportunity assessed in line with
perceived risks, returns sought and resources available
1.7 Business plan for operation is completed
2. Identify 2.1 Financial and business skills available are identified and
personal taken into account when business opportunities are
business skills researched
2.2 Personal skills/attributes are assessed and matched
against those perceived as necessary for a particular
business opportunity
2.3 Business risks are identified and assessed according to
resources available and personal preferences
3. Plan for 3.1 Business structure and operations are determined and
establishment documented
of business
operation 3.2 Procedures to guide operations are developed and
documented
3.3 Financial backing for business operation is secured
3.4 Business legal and regulatory requirements are identified
and complied
3.5 Human and physical resources required to commence
business operation are determined

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3.6 Recruitment strategies are developed and implemented
4. Implement 4.1 Marketing of business operation is undertaken
establishment
plan 4.2 Physical and human resources to implement business
operation are obtained
4.3 Operational unit to support and coordinate business
operation is established
4.4 Monitoring process for managing operation is developed
and implemented
4.5 Legal documents are carefully maintained and relevant
records are kept and updated to ensure validity and
accessibility
4.6 Contractual procurement rights for goods and services
including contracts with relevant people, negotiated and
secured as required in accordance with the business plan
4.7 Options for leasing/ownership of business premises
identified and contractual arrangements completed in
accordance with the business plan
5. Review 5.1 Review process for implementation of business operation is
implementation developed and implemented
process
5.2 Improvements in business operation and associated
management process are identified
5.3 Identified improvements are implemented and monitored for
effectiveness
Variable Range
Business  expected financial viability
opportunities  skills of operator
maybe influenced  amount and types of finance available
by:  returns expected or required by owners
 likely return on investment
 finance required
 lifestyle issues
Business viability  opportunities available
may include:  market competition
 timing/ cyclical considerations
 skills available
 resources available
 location and/ or premises available
 risk related to a particular business opportunity, especially
in regard to Occupational Health and Safety and
environmental considerations
Specialist and  Chamber of commerce

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relevant parties  Financial planners and financial institution representatives,
business planning specialists and marketing specialists
 accountants
 lawyers and providers of legal advice
 government agencies
 industry/trade associations
 online gateways
 business brokers/business consultants
Human and  software and hardware
physical  office premises
resources may  communications equipment
include:  specialist services through outsourcing, contracting and
consultancy
 staff
 vehicles
Personal  technical and/ or specialist skills
skills/attributes  business knowledge and skills
may include:  entrepreneurship
 willingness to take risks
Business risks  occupational health and safety and environmental
may be affected considerations
by and may  relevant legislative requirements
include but are  security of investment
not restricted to:  market competition
 security of premises/ location
 supply and demand
 resources available
Resources may  staff
include:  money
 time
 equipment
 space
Operational unit  office location staffed with required personnel and equipped to
refers to: service and support business
 home-based site or other location such as leased or owned
property
Legal documents  partnership agreements, constitution documents, statutory
may include: books for companies (Register of Members, Register of
Directors and Minute Books), Certificate of Incorporation,
Franchise Agreements and financial documentation,
appropriate software for financial records
 recordkeeping including personnel, financial, taxation, OHS
and environmental
Contracts with  owners, suppliers, employees, agents, distributors, customers
relevant people or any person with whom the business has or seeks to have a
may include: performance-based relationship

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Evidence Guide
Critical Aspects of The candidate must be able to provide evidence:
Competence  that a business operation has been planned and implemented
from initial research into feasibility of the business and
completion of the plan, through to implementing the plan and
commencing operations
 the ability to evaluate the results of research and assess the
likely viability and practicability of a business opportunity,
taking into account the current business/market climate and
resources available
Underpinning  Federal and regional government legislative requirements
Knowledge and affecting business operations, especially in regard to
Attitudes occupational health and safety (OHS), equal employment
opportunity (EEO), industrial relations and anti-discrimination
 Technical or specialist skills relevant to the business operation
 Financing options
 Business systems and operations
 Relevant marketing, management, sales and financial
concepts
 Methods for researching business opportunities
 Principles of risk management relevant to the business
 Methods of identifying relevant specialist services to
complement the business
 Forms and administrative systems
 Services available and charges
 Planning and control systems (sales, advertising and
promotion, distribution and logistics)
 Financial recording systems
 Legal rights and responsibilities
 Record keeping duties
 Operational factors relating to the business (provision of
professional services, products)
Underpinning Skills  Literacy skills to interpret legal requirements, company
policies and procedures and immediate, day-to-day demands
 Marketing skills
 Business planning skills
 Entrepreneurial skills
 Problem-solving skills
 OHS skills
 Time management skills
 Belief in services and products offered by the business
 Communication skills including questioning, clarifying,
reporting, and giving and receiving constructive feedback
 Technical and analytical skills to interpret business
documents, reports and financial statements and projections

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 Ability to relate to people from a range of social, cultural and
ethnic backgrounds and physical and mental abilities
 Problem solving skills to develop contingency plans
 Using computers and software packages to record and
manage data and to produce reports
 Literacy skills to enable interpretation of business information,
numeracy skills for data analysis to aid research
 Research skills to identify a business opportunity and to
conduct a feasibility study
 Analytical skills to assess personal attributes and to identify
business risks
 Observation skills for identifying appropriate people, resources
and to monitor work
Resource The following resources should be provided:
Implications  Access to relevant workplace documentation, financial
records, and equipment
Methods of
evidence of process
knowledge
Context of Competence may be assessed in the work place or in a simulated
Assessment work place setting. This competence standard could be assessed
on its own or in combination with other competencies relevant to
the job function.

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Unit Title Apply Continuous Improvement Processes (Kaizen)
Unit Descriptor This unit of competence covers the exercise of good workplace
practice and effective participation in quality improvement
teams. Personnel are required to ensure the quality and
integrity of their own work, detect non-conformances and work
with others to suggest improvements in productivity and
quality.
1. Satisfy quality 1.1 Access information on quality system requirements for

system own job function
requirements in 1.2 Record and report quality control data in accordance with
daily work
quality system
1.3 Follow quality control procedures to ensure products,
or data, are of a defined quality as an aid to acceptance
or rejection
1.4 Recognize and report non-conformances or problems
1.5 Conduct work in accordance with sustainable energy
work practices
1.6 Promote sustainable energy principles and work
practices to other workers
2. Analyze 2.1 Compare current work practices, procedures and
opportunities for process or equipment performance with requirements
corrective and/or and/or historical data or records
optimization 2.2 Recognize variances that indicate abnormal or sub-
action optimal performance
2.3 Collect and/or evaluate batch and/or historical records to
determine possible causes for sub-optimal performance
2.4 Use appropriate quality improvement techniques to rank
the probabilities of possible causes
3. Recommend 3.1 Analyze causes to predict likely impacts of changes and
corrective and/or decide on the appropriate actions
optimization 3.2 Identify required changes to standards and procedures
actions and training
3.3 Report recommendations to designated personnel

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4. Participate in the 4.1 Implement approved actions and monitor performance
implementation following changes to evaluate results
of recommended 4.2 Implement changes to systems and procedures to
actions eliminate possible causes
4.3 Document outcomes of actions and communicate them
to relevant personnel
5. Participate in the 5.1 Review all relevant features of work practice to identify
development of possible contributing factors leading to sub-optimal
continuous performance
improvement 5.2 Identify options for removing or controlling the risk of sub-
strategies optimal performance
5.3 Assess the adequacy of current controls, quality methods
and systems
5.4 Identify opportunities to continuously improve
performance
5.5 Develop recommendations for continual improvements of
work practices, methods, procedures and equipment
effectiveness
5.6 Consult with appropriate personnel to refine
recommendations before implementation of approved
improvement strategies
5.7 Document outcomes of strategies and communicate
them to relevant personnel
Variable Range
Quality control Quality control procedures may include:
procedures  standards imposed by regulatory and licensing bodies
 enterprise quality procedures
 working to a customer brief or batch card and associated
quality procedures
 checklists to monitor job progress against agreed time,
costs and quality standards
 preparation of sampling plans
 the use of hold points to evaluate conformance
 the use of inspection and test plans to check compliance
Methods for Methods for statistical analysis may include:
statistical analysis  means
 median
 mode
 ranges
 standard deviations
 statistical sampling procedures
Problem solving Problem solving techniques may include:
techniques  identifying inputs and outputs

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 sequencing a process
 identifying and rectifying a problem step
 root cause analysis
 implementing preventative strategies
Quality Quality improvement tools and techniques may include:
improvement tools  run charts, control charts, histograms and scattergrams to
and techniques present routine quality control data
 plan, do, check, act (PDCA)
 Ishikawa fishbone diagrams and cause and effect
diagrams
 logic tree
 similarity/difference analysis
 Pareto charts and analysis
 force field/strength weakness opportunities threats
(SWOT) analysis
Sustainable energy Sustainable energy principles and work practices may include:
principles and work ●examining work practices that use excessive electricity
practices
●switching off equipment when not in use
●regularly cleaning filters
●insulating rooms and buildings to reduce energy use
●recycling and reusing materials wherever practicable
●minimizing process waste
Relevant personnel Communication to relevant personnel may involve:
● supervisors, managers and quality managers
● administrative, laboratory and production personnel
● internal/external contractors, customers and suppliers
Reporting Reporting may include:
● verbal responses
● data entry into laboratory or enterprise database
● brief written reports using enterprise proformas
Quality Quality improvement opportunities could include improved:
improvement ● production processes
opportunities ● hygiene and sanitation procedures
● reductions in waste and re-work
● laboratory layout and work flow
● safety procedures
● communication with customers
● methods for sampling, testing and recording data
Occupational health OHS and environmental management requirements:
and safety (OHS) ● all operations must comply with enterprise OHS and
and environmental environmental management requirements, which may be
management imposed through regional or federal legislation - these
requirements requirements must not be compromised at any time
● all operations assume the potentially hazardous nature of
samples and require standard precautions to be applied
● where relevant, users should access and apply current
industry understanding of infection control issued by the

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Ministry of Health
Evidence Guide
Critical Aspects of Assessors should ensure that candidates can:
Competence ● use the enterprise's quality systems and business goals as
a basis for decision making and action
● apply all relevant procedures and regulatory requirements
to ensure the quality and integrity of the products/services
or data provided
● apply and promote sustainable energy principles and work
practices
● detect non-conforming products or services in the work area
● follow enterprise procedures for documenting and reporting
information about quality
● contribute effectively within a team to recognize and
recommend improvements in productivity and quality
● apply effective problem solving strategies
● implement and monitor improved practices and procedures
Underpinning Demonstrates knowledge of:
Knowledge and  specifications for laboratory products and services in the
Attitudes candidate's work area
 quality requirements associated with the individual's job
function and/or work area
 scientific and technical knowledge underpinning the
processes, procedures, equipment and instrumentation
associated with the candidate's work tasks and duties
 workplace procedures associated with the candidate's
regular technical duties
 sustainable energy principles
 relevant health, safety and environment requirements
 layout of the enterprise, divisions and laboratory
 organizational structure of the enterprise
 lines of communication
 role of laboratory services to the enterprise and customers
 methods of making/recommending improvements
 Standards, procedures and/or enterprise requirements
Underpinning Skills Demonstrates skills to:
 applying problem solving techniques and strategies
 applying statistical analysis and statistical sampling
procedures
 detecting non-conforming products or services in the work
area
 documenting and reporting information about quality
 contributing effectively within a team to recognize and
recommend improvements in productivity and quality
 implementing and monitoring improved practices and

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procedures
 organizing, prioritizing activities and items
 reading and interpreting documents describing procedures
 recording activities and results against templates and other
prescribed formats
 working with others
Resources Access may be required to:
Implication  workplace procedures and plans relevant to work area
 specifications and documentation relating to planned,
currently being implemented, or implemented changes to
work processes and procedures relevant to the candidate
 documentation and information in relation to production,
waste, overheads and hazard control/management
 reports from supervisors/managers
 case studies and scenarios to assess responses to
contingencies
 enterprise quality manual and procedures
 quality control data/records
 customer complaints and rectifications
Methods of Competence in this unit may be assessed by using a
Assessment combination of the following to generate evidence:
 demonstration in the workplace
 suitable simulation
 case studies/scenarios (particularly for assessment of
contingencies, improvement scenarios, and so on)
 verified reports of improvements suggested and
implemented by the candidate individually
Those aspects of competence dealing with improvement
processes could be assessed by the use of suitable
simulations and/or a pilot plant and/or a range of case studies
and scenarios.
In all cases, practical assessment should be supported by
questions to assess essential knowledge and those aspects of
competence which are difficult to assess directly.
Assessment simulated workplace setting / environment.
Sector: Health
Sub-Sector: Pharmacy

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Level IV Pharmacy Technology
Services
Level III Hospital-Community Pharmacy

Assisting
Level II Retail Pharmacy Assisting

Page 67 of 68
Acknowledgement
We wish to extend thanks and appreciation to the many representatives of business,
industry, academe and government agencies who donated their time and expertise
to the development of this occupational standard.
We would like also to express our appreciation to the Experts of Ministry of Health,
Ministry of Education (MoE) and Engineering Capacity Building Program (ecbp) who
made the development of this occupational standard possible.
This occupational standard was developed on June 2011 at Addis Ababa, Ethiopia.

Page 68 of 68

OS Retail Pharmacy Assisting L2

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OS Retail Pharmacy Assisting L2

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Federal Democratic Republic of Ethiopia

RETAIL PHARMACY ASSISTING

Ethiopia has embarked on a process of reforming its TVET-System. Within the

A Unit of Competence describes a distinct work activity. It is documented in a

The ensuing sections of this EOS document comprise a description of the

Ministry of Education Retail Pharmacy Assisting Version 1

HLT PRA2 01 0611 HLT PRA2 02 0611 HLT PRA2 03 0611

HLT PRA2 04 0611 HLT PRA2 05 0611 HLT PRA2 06 0611

HLT PRA2 07 0611 HLT PRA2 08 0611 HLT PRA2 09 0611

HLT PRA2 10 0611 HLT PRA2 11 0611 HLT PRA2 12 0611

HLT PRA2 13 0611 HLT PRA2 14 1012

Ministry of Education Retail Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Elements Performance Criteria

1. Develop 1.1. Stock procurement procedures are identified according

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Occupational Standard: Pharmacy Retail Assisting Level II

Ministry of Education Retail Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Method of Competence may be assessed through:

Ministry of Education Retail Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Critical Aspects of  The individual being assessed must provide evidence of

Ministry of Education Retail Pharmacy Assisting Version 1

In addition, the candidate must be able to effectively do the

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1

Elements Performance Criteria

Ministry of Education Retail Pharmacy Assisting Version 1

Ministry of Education Retail Pharmacy Assisting Version 1