This section describes the essential skills and knowledge and their level required for this unit

Skill requirements

Look for evidence that confirms skills in

working with government service users with complex needs

communicating with a range of audiences for purposes such as liaising referring questioning resolving conflict etc

working with people from diverse backgrounds

responding to diversity including gender and disability

dealing with aggression

debriefing affected parties after an incident

preparing records of incidents

applying workplace safety procedures in the context of government service delivery

Knowledge requirements

Look for evidence that confirms knowledge and understanding of

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 occupational health and safety and environment

principles of equal employment opportunity and diversity

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole It must be read in conjunction with the Unit descriptor Performance Criteria the Range Statement and the Assessment Guidelines for the Public Sector Training Package

Units to be assessed together

Prerequisite units that must be achieved prior to this unitNil

Corequisite units that must be assessed with this unitNil

Coassessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include but are not limited to

PSPETHCB Promote the values and ethos of public service

PSPETHC501B Promote the values and ethos of public service

PSPGOVA Undertake negotiations

PSPGOV507A Undertake negotiations

PSPGOVA Manage conflict

PSPGOV508A Manage conflict

PSPGOVA Provide leadership

PSPGOV511A Provide leadership

PSPGOVA Develop and use emotional intelligence

PSPGOV516A Develop and use emotional intelligence

PSPGOVA Coordinate risk management

PSPGOV517A Coordinate risk management

PSPGSDA Develop and implement procedures for government service delivery

PSPGSD501A Develop and implement procedures for government service delivery

PSPGSDA Provide specialist technical service delivery

PSPGSD503A Provide specialist technical service delivery

PSPLEGNB Promote compliance with legislation in the public sector

PSPLEGN501B Promote compliance with legislation in the public sector

PSPOHSA Monitor and maintain workplace safety

PSPOHS501A Monitor and maintain workplace safety

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria look for evidence that confirms

the knowledge requirements of this unit

the skill requirements of this unit

application of the Employability Skills as they relate to this unit see Employability Summaries in Qualifications Framework

management of emergent dynamics in a range of or more government service delivery contexts or occasions over time

Resources required to carry out assessment

These resources include

legislation policy procedures and protocols relating to government service delivery

case studies and workplace scenarios to capture the range of circumstances and cases likely to be encountered

Where and how to assess evidence

Valid assessment of this unit requires

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when managing emergent dynamics including coping with difficulties irregularities and breakdowns in routine

management of emergent dynamics in a range of or more government service delivery contexts or occasions over time

Assessment methods should reflect workplace demands such as literacy and the needs of particular groups such as

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations

Assessment methods suitable for valid and reliable assessment of this competency may include but are not limited to a combination of or more of

case studies

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace andor training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

Front office functions may include:

Queuing strategiesmay include:

Response in peak demandsmay be affected by:

Government service deliverymay be:

Complex needs and challenges may include:

Action to resolve issuesmay include:

Legislation, processes and guidelinesmay include:

Specialist service providersmay include:

Emergency servicesmay include: