Assessor Resource

PSPGSD405A
Introduce the government service delivery model

Assessment tool

Version 1.0
Issue Date: May 2024


Not applicable.

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

In practice, introduction of the government service delivery model may overlap with other generalist and specialist work activities, such as working ethically, complying with legislation, applying government processes, gathering and analysing information etc.

No licensing, legislative, regulatory or certification requirements apply to this 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)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



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.

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together

Pre-requisite units that must be achieved prior to this unit:Nil

Co-requisite units that must be assessed with this unit:Nil

Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

PSPETHC401A Uphold and support the values and principles of public service

PSPGOV406B Gather and analyse information

PSPGOV422A Apply government processes

PSPGSD401A Identify and select government service delivery options

PSPGSD403A Conduct government service delivery interviews

PSPLEGN401A Encourage compliance with legislation in the public sector

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of the Employability Skills as they relate to this unit (see Employability Summaries in Qualifications Framework)

introduction of the government service delivery model in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, policy, procedures and protocols relating to government service delivery

case studies and workplace scenarios to capture the range of circumstances and cases likely to be encountered

Where and how to assess evidence

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when introducing the government service delivery model, including coping with difficulties, irregularities and breakdowns in routine

introduction of the government service delivery model in a range of (3 or more) contexts (or occasions, over time)

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

demonstration

observation

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace and/or training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

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.

This section describes the essential skills and knowledge and their level, required for this unit.

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

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 occupational health and safety and environment

principles of equal employment opportunity and diversity

Skill requirements

Look for evidence that confirms skills in:

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

gathering and analysing information to assess eligibility and research service options

communicating with a range of audiences for purposes such as liaison, referral, handover of information, communicating adverse decisions etc

undertaking motivational interviewing and questioning of people from diverse backgrounds

responding to diversity, including gender and disability

identifying and responding to debt

using system tools and business systems

applying workplace safety procedures in the context of government service delivery

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Needs may include:

income support

rent assistance

family support

supported/crisis accommodation

Compliance risk may include:

assessment of barriers to compliance

previous history

Legislation, policy and procedures may include:

service level agreements with client departments

participation agreements between personal advisers and clients

statutory or legislative provisions

Centrelink Development Agreement 2002 - 2005, or as revised

Service options may include:

income support

rent assistance

family support

Advice may include:

interpretation of legislation

process

expert information

Information for statutory or performance reporting may include:

data relating to agency key performance indicators

proof of identity

Participation requirement may include:

looking for work

completing job seeker diary

Adverse decisions may include:

non-eligibility for income support or other government services

breaches

debt recovery

External service providers may include:

health professionals

social workers

psychologists

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
Needs are profiled and entitlement eligibility, outcome and compliance risk are assessed in accordance with legislation, policy and procedures. 
Service options are identified to suit applicant needs and entitlements and preferred business delivery channel is established. 
Personal information is recorded in accordance with legislation and organisational procedures. 
Applicant options are researched and advice is obtained when necessary in accordance with organisational policy and procedures. 
Handover of applicants' accounts is negotiated with other staff. 
System tools and business management systems are used to record and process services requested and delivered. 
Information for statutory or performance reporting is provided in the required format and timeframes. 
Action is taken to prevent and identify any debts to and initiate withholdings for recovery in accordance with legislation and organisational procedures. 
Initial encouragement is provided to those identified as having a participation requirement . 
Adverse decisions are communicated in a professional manner in line with organisational policy and procedures. 
Motivational interviewing and questioning is employed. 
Referrals are made to external service providers, and services relevant to the life event are brokered in a timely manner. 
Liaison is undertaken with other staff to ensure the best service commencement outcome. 

Forms

Assessment Cover Sheet

PSPGSD405A - 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

PSPGSD405A - 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: