Assessor Resource

PSPGSD005
Introduce the government service delivery model

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the skills required by staff working as the first point of contact between applicants and the government, to introduce the government service delivery model. It includes agreeing on the initial service offer, establishing or updating of accounts, and providing personalised service.

This unit applies to those working in public sector roles but may be applied to anyone working in a similar organisational context.

The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.

Those undertaking this unit would work independently in consultation with others as required, performing complex tasks in a familiar context.

No licensing, legislative or certification requirements apply to unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Deal with initial service offer

1.1 Profile needs and assess entitlement eligibility, outcome and compliance risk.

1.2 Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.

1.3 Record personal information.

1.4 Research applicant options and obtain advice when necessary.

1.5 Negotiate handover of applicants’ accounts with other staff.

2. Establish and/or update accounts of service recipients

2.1 Use system tools and business management systems to record and process services requested and delivered.

2.2 Provide information for statutory or performance reporting in the required format and timeframes.

2.3 Take action to prevent and identify any debts and initiate withholdings for recovery.

3. Provide personalised service

3.1 Provide initial encouragement to those identified as having a participation requirement.

3.2 Communicate adverse decisions.

3.3 Employ motivational interviewing and questioning.

3.4 Make referrals to external service providers and broker services relevant to the life event.

3.5 Undertake liaison with other staff to ensure the best service commencement outcome.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

reading complex, formal documents including legislation and guidelines and explaining them to people from diverse backgrounds

gathering and analysing information to assess eligibility and research service options

communicating with diverse audiences for purposes including liaison, referral, handover of information, communicating adverse decisions

identifying and responding to debt

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

the range of circumstances and complexity of needs in the context of government service delivery

special needs of applicants

mutual obligations, rights and responsibilities

the range of service options

system tools and business systems for establishing and updating accounts

methods of preventing or minimising debt

legislation, policy, procedures and protocols relating to government service delivery, including work health and safety and environment

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Deal with initial service offer

1.1 Profile needs and assess entitlement eligibility, outcome and compliance risk.

1.2 Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.

1.3 Record personal information.

1.4 Research applicant options and obtain advice when necessary.

1.5 Negotiate handover of applicants’ accounts with other staff.

2. Establish and/or update accounts of service recipients

2.1 Use system tools and business management systems to record and process services requested and delivered.

2.2 Provide information for statutory or performance reporting in the required format and timeframes.

2.3 Take action to prevent and identify any debts and initiate withholdings for recovery.

3. Provide personalised service

3.1 Provide initial encouragement to those identified as having a participation requirement.

3.2 Communicate adverse decisions.

3.3 Employ motivational interviewing and questioning.

3.4 Make referrals to external service providers and broker services relevant to the life event.

3.5 Undertake liaison with other staff to ensure the best service commencement outcome.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

reading complex, formal documents including legislation and guidelines and explaining them to people from diverse backgrounds

gathering and analysing information to assess eligibility and research service options

communicating with diverse audiences for purposes including liaison, referral, handover of information, communicating adverse decisions

identifying and responding to debt

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

the range of circumstances and complexity of needs in the context of government service delivery

special needs of applicants

mutual obligations, rights and responsibilities

the range of service options

system tools and business systems for establishing and updating accounts

methods of preventing or minimising debt

legislation, policy, procedures and protocols relating to government service delivery, including work health and safety and environment

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Profile needs and assess entitlement eligibility, outcome and compliance risk. 
Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel. 
Record personal information. 
Research applicant options and obtain advice when necessary. 
Negotiate handover of applicants’ accounts with other staff. 
Use system tools and business management systems to record and process services requested and delivered. 
Provide information for statutory or performance reporting in the required format and timeframes. 
Take action to prevent and identify any debts and initiate withholdings for recovery. 
Provide initial encouragement to those identified as having a participation requirement. 
Communicate adverse decisions. 
Employ motivational interviewing and questioning. 
Make referrals to external service providers and broker services relevant to the life event. 
Undertake liaison with other staff to ensure the best service commencement outcome. 
Profile needs and assess entitlement eligibility, outcome and compliance risk. 
Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel. 
Record personal information. 
Research applicant options and obtain advice when necessary. 
Negotiate handover of applicants’ accounts with other staff. 
Use system tools and business management systems to record and process services requested and delivered. 
Provide information for statutory or performance reporting in the required format and timeframes. 
Take action to prevent and identify any debts and initiate withholdings for recovery. 
Provide initial encouragement to those identified as having a participation requirement. 
Communicate adverse decisions. 
Employ motivational interviewing and questioning. 
Make referrals to external service providers and broker services relevant to the life event. 
Undertake liaison with other staff to ensure the best service commencement outcome. 

Forms

Assessment Cover Sheet

PSPGSD005 - Introduce the government service delivery model
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

PSPGSD005 - Introduce the government service delivery model

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: