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Elements and Performance Criteria

1. Develop procedures to maximise the quality of service delivery
   • Implement procedures to ensure that decisions about targeting of government services are based on uptodate information about available services and users.
   • Establish and maintain systems and procedures so teams can access specialist information and assistance when working with organisations and individuals with particular needs.
   • Develop and implement procedures to monitor and address changing trends in circumstances, legislation, environmental factors or urgency of needs.
   • Develop and implement client/customer contact strategies and protocols.
   • Develop and implement strategies for internal and external distribution of information to ensure individual and organisational effectiveness is maximised.
   • Develop and implement strategies to deal with contingencies, identified gaps and inadequacies in service provision.
2. Implement and monitor procedures to maximise the quality of service delivery
   • Monitor organisational standards and procedures application within the team.
   • Implement programs to ensure that the skills required to work with a diverse client/customer group are developed within the team.
   • Respond to operational issues requiring action.
   • Establish and maintain networks, to ensure appropriate referrals to services from within and outside the organisation.
   • Share information and strategies relating to the government service delivery role through interaction and consultation with colleagues and users of the services.
   • Monitor the quality and efficiency of processes and identify improvements.
3. Develop procedures to maximise the quality of service delivery
   • Implement procedures to ensure that decisions about targeting of government services are based on uptodate information about available services and users.
   • Establish and maintain systems and procedures so teams can access specialist information and assistance when working with organisations and individuals with particular needs.
   • Develop and implement procedures to monitor and address changing trends in circumstances, legislation, environmental factors or urgency of needs.
   • Develop and implement client/customer contact strategies and protocols.
   • Develop and implement strategies for internal and external distribution of information to ensure individual and organisational effectiveness is maximised.
   • Develop and implement strategies to deal with contingencies, identified gaps and inadequacies in service provision.
4. Implement and monitor procedures to maximise the quality of service delivery
   • Monitor organisational standards and procedures application within the team.
   • Implement programs to ensure that the skills required to work with a diverse client/customer group are developed within the team.
   • Respond to operational issues requiring action.
   • Establish and maintain networks, to ensure appropriate referrals to services from within and outside the organisation.
   • Share information and strategies relating to the government service delivery role through interaction and consultation with colleagues and users of the services.
   • Monitor the quality and efficiency of processes and identify improvements.

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.

developing systems, processes, strategies and procedures to support staff in the provision of quality government service delivery

writing procedures requiring precision of expression

reading complex documents including legislation and policies and translating them into action through the development of systems, procedures and processes

working with government service users with complex needs

working with people from diverse backgrounds

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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 of individuals accessing government service delivery

information needs of teams and team leaders in government service delivery

quality standards relating to government service delivery

available specialist service providers

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

principles of equal employment opportunity and diversity of staff and clients/customers in a government service delivery environment

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