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. Provide personalised service | 1.1 Ensure service offers remain relevant to circumstances. 1.2 Deal with enquiries related to the service offers. 1.3 Provide general information about payments and services. 1.4 Provide streaming and referrals to other internal advisers. |
2. Maintain detailed service plans | 2.1 Use accurate and uptodate information about individuals, service options and the service being delivered as the basis of service delivery. 2.2 Identify and resolve paymentrelated issues. 2.3 Initiate interventions, as indicated by history or need. 2.4 Apply established quality and accuracy standards for all records. |
3. Manage mutual obligations and breaching | 3.1 Monitor progress against agreed plans. 3.2 Record, maintain and apply government service information to future dealings. 3.3 Raise debts, and waive or finalise, when required. |
4. Respond to changes in need | 4.1 Reassess service offers in the light of changing circumstances and needs. 4.2 Identify and report situations of risk, potential risk or urgent need. 4.3 Liaise with other staff to ensure changes to service offers are made in line with agreed requirements and to arrange handovers when required. |
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 reassess service offers
communicating with diverse audiences for purposes including liaison, referral, handover of information
interviewing people from diverse backgrounds
providing personalised service
dealing with paymentrelated issues, breaches and debts
identifying and dealing with risk, potential risk and urgent needs
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
barriers to social and economic participation
rights, responsibilities, mutual obligations and breaching
personalised intervention strategies
service agreements and plans
internal advisers available
quality and accuracy standards for records
legislation, policy, procedures and protocols relating to government service delivery, including work health and safety and environment
principles of equal employment opportunity and diversity
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.