Certificate IV in Government (Workplace Relations)

This qualification supports staff with responsibility for providing front line services in a workplace relations environment.

The candidate may work in a department, organisation, division or business unit that provides specialist workplace relations services to employers, employees, union officials, industry bodies or other agencies. The qualification is also applicable for candidates who are working in a broader human resources area and seeking to pursue a career path in workplace relations within government.


15 units of competency are required for this qualification including:

7 core units

8 elective units:

Choose a minimum of 3 units from Group A

Choose up to 5 elective units from Groups A and B below, or from elsewhere within this qualification, or from another endorsed Training Package or Accredited Course

Units selected should not duplicate content already covered by other units in this qualification.

All elective units must be selected from an equivalent qualification level or higher, unless otherwise stated.

** For this qualification, a maximum of 1 unit from Certificate III level may be used.

Core units

add topic PSPETHC401A

Uphold and support the values and principles of public service

add topic PSPGOV402B

Deliver and monitor service to clients

add topic PSPGOV408A

Value diversity

add topic PSPGOV412A

Use advanced workplace communication strategies

add topic PSPGOV422A

Apply government processes

add topic PSPLEGN401A

Encourage compliance with legislation in the public sector

add topic PSPPOL404A

Support policy implementation

Group A: Workplace Relations

add topic BSBCCO301B

Use multiple information systems

add topic PSPPOL405A

Implement e-correspondence policies

add topic PSPWPR401A

Process incoming workplace relations queries

add topic PSPWPR402A

Respond to general workplace relations enquiries

add topic PSPWPR403A

Support the provision of workplace relations information

Group B: General

add topic BSBCUS201B

Deliver a service to customers

add topic BSBCCO401B

Administer customer contact telecommunications technology

add topic BSBCMM301A

Process customer complaints

add topic BSBCUS401A

Coordinate implementation of customer service strategies

add topic BSBIND101A

Work effectively in a contact centre environment

add topic BSBINM401A

Implement workplace information system

add topic BSBITU203A

Communicate electronically

add topic BSBRES402A

Research, locate and provide legal and other information in response to requests

add topic PSPGOV403B

Use resources to achieve work unit goals

add topic PSPGOV405B

Provide input to change processes

add topic PSPGOV406B

Gather and analyse information

add topic PSPGOV410A

Undertake career planning

add topic PSPGOV411A

Deal with conflict

add topic PSPGOV413A

Compose complex workplace documents

add topic PSPGOV414A

Provide workplace mentoring

add topic PSPGOV416A

Monitor performance and provide feedback

add topic PSPREG404C

Investigate non-compliance

add topic PSPREG411A

Gather information through interviews

add topic PSPREG412A

Gather and manage evidence

add topic PSPREG418A

Advise on progress of investigations


    Not applicable.

Entry Requirements

Not applicable.

Licensing Information

Not applicable.

Employability Skills

Not applicable.