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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Assess the need for government services
  2. Identify government service delivery options
  3. Match service delivery to needs
  4. Address concerns/issues
  5. Make referrals
  6. Assess the need for government services
  7. Identify government service delivery options
  8. Match service delivery to needs
  9. Address concerns/issues
  10. Make referrals

Performance Evidence

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.

using active listening to gather information and clarify circumstances

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

gathering and analysing information to match needs to services

determining eligibility, entitlements and allowances

identifying when referrals are required and making them to the appropriate agency

applying workplace safety procedures in the context of government service delivery


Knowledge Evidence

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 organisation’s protocols for introducing oneself to customers/clients

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

barriers to effective service delivery

service offers

range of services available through the organisation

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