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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. Provide personalised service
  2. Maintain detailed service plans
  3. Manage mutual obligations and breaching
  4. Respond to changes in need
  5. Provide personalised service
  6. Maintain detailed service plans
  7. Manage mutual obligations and breaching
  8. Respond to changes in need

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 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


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

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