Elements and Performance Criteria
- Assess the need for government services
- Identify government service delivery options
- Obtain, record and validate personal details and relevant information about circumstances and environment.
- Identify and explain statutory or legislative provisions related to government services.
- Follow and explain accepted practice, duty of care obligations and the code of conduct of the organisation.
- Identify and reflect internal expectations about how the team plans to deliver government services when interacting with the public.
- Identify service options that match documented needs.
- Match service delivery to needs
- Use documented needs to identify the service option of best fit.
- Identify and address individual differences, safety and diversity issues.
- Obtain consent to receive services and exchange personal information.
- Make a service offer based on up-to-date information on available options, consistent with entitlements.
- Communicate own roles and responsibilities and the rights and obligations of those receiving government services.
- Address concerns/issues
- Conduct questioning and conversation in a manner which promotes positive participation.
- Employ active listening to encourage open expression of thoughts and ideas.
- Undertake negotiation when necessary and accept and consider differences in views.
- Obtain and implement advice about communication difficulties from supervisor.
- Apply strategies to deal with aggression.
- Make referrals
- Assess the need for government services
- Identify government service delivery options
- Obtain, record and validate personal details and relevant information about circumstances and environment.
- Identify and explain statutory or legislative provisions related to government services.
- Follow and explain accepted practice, duty of care obligations and the code of conduct of the organisation.
- Identify and reflect internal expectations about how the team plans to deliver government services when interacting with the public.
- Identify service options that match documented needs.
- Match service delivery to needs
- Use documented needs to identify the service option of best fit.
- Identify and address individual differences, safety and diversity issues.
- Obtain consent to receive services and exchange personal information.
- Make a service offer based on up-to-date information on available options, consistent with entitlements.
- Communicate own roles and responsibilities and the rights and obligations of those receiving government services.
- Address concerns/issues
- Conduct questioning and conversation in a manner which promotes positive participation.
- Employ active listening to encourage open expression of thoughts and ideas.
- Undertake negotiation when necessary and accept and consider differences in views.
- Obtain and implement advice about communication difficulties from supervisor.
- Apply strategies to deal with aggression.
- Make referrals