Google Links

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

Elements and Performance Criteria

1. Manage government service reception
   • Establish and monitor reception and/or front office functions and efficiency.
   • Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.
   • Maintain items and information available to the public in government service delivery sites.
2. Deal with complaints and aggression
   • Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.
   • Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.
   • Identify and apply established frameworks for resolving conflict and aggression in government service delivery.
   • Review and agree on actions to resolve identified issues with individuals.
   • Make referrals in consultation with the individual and specialist service providers.
3. Assure public safety in a government service delivery environment
   • Develop and implement, risk management and response plans for potential emergencies or crises.
   • Access relevant emergency services.
   • Debrief affected parties.
   • Record any incidents.
4. Manage government service reception
   • Establish and monitor reception and/or front office functions and efficiency.
   • Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.
   • Maintain items and information available to the public in government service delivery sites.
5. Deal with complaints and aggression
   • Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.
   • Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.
   • Identify and apply established frameworks for resolving conflict and aggression in government service delivery.
   • Review and agree on actions to resolve identified issues with individuals.
   • Make referrals in consultation with the individual and specialist service providers.
6. Assure public safety in a government service delivery environment
   • Develop and implement, risk management and response plans for potential emergencies or crises.
   • Access relevant emergency services.
   • Debrief affected parties.
   • Record any incidents.

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.

working with government service users with complex needs

communicating with diverse audiences for purposes including liaising, referring, questioning, resolving conflict

working with people from diverse backgrounds

dealing with aggression

debriefing affected parties after an incident

preparing records of incidents

---

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

risk management and response

established frameworks for resolving conflict and aggression

available emergency services

available specialist service providers

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

---