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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. Deal with initial service offer
  2. Establish and/or update accounts of service recipients
  3. Provide personalised service
  4. Deal with initial service offer
  5. Establish and/or update accounts of service recipients
  6. Provide personalised service

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.

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


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 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