Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

PSPGSD003 Mapping and Delivery Guide
Conduct government service delivery interviews

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency PSPGSD003 - Conduct government service delivery interviews
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to conduct interviews relating to government service delivery. It includes undertaking pre-interview preparation, and obtaining compliance with legislative requirements.This unit applies to those working in public sector roles but may be applied to anyone working in a similar organisational context.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would work independently, performing routine tasks in a familiar context.No licensing, legislative or certification requirements apply to unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Prerequisites/co-requisites
Competency Field Government service delivery
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Undertake interviews
  • Prepare for interview.
  • Discuss and adhere to meeting structures, timeframes and protocols.
  • Employ a range of communication strategies and questioning techniques.
  • Use problem-solving skills to test and confirm the reliability of the information as it is provided, and review and clarify information to ensure its relevance and sufficiency.
  • Communicate outcomes of interactions with interviewees.
       
Element: Ensure compliance
  • Identify and explain legislation requirements and entitlements.
  • Explain consequences of noncompliance.
  • Check interviewees’ understanding of compliance requirements and the consequences of noncompliance and clarify any issues as required.
  • Refer to more senior staff if interviewees do not accept and comply with legislative requirements.
  • Maintain records of interviews.
       
Element: Undertake interviews
  • Prepare for interview.
  • Discuss and adhere to meeting structures, timeframes and protocols.
  • Employ a range of communication strategies and questioning techniques.
  • Use problem-solving skills to test and confirm the reliability of the information as it is provided, and review and clarify information to ensure its relevance and sufficiency.
  • Communicate outcomes of interactions with interviewees.
       
Element: Ensure compliance
  • Identify and explain legislation requirements and entitlements.
  • Explain consequences of noncompliance.
  • Check interviewees’ understanding of compliance requirements and the consequences of noncompliance and clarify any issues as required.
  • Refer to more senior staff if interviewees do not accept and comply with legislative requirements.
  • Maintain records of interviews.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Undertake interviews

1.1 Prepare for interview.

1.2 Discuss and adhere to meeting structures, timeframes and protocols.

1.3 Employ a range of communication strategies and questioning techniques.

1.4 Use problem-solving skills to test and confirm the reliability of the information as it is provided, and review and clarify information to ensure its relevance and sufficiency.

1.5 Communicate outcomes of interactions with interviewees.

2. Ensure compliance

2.1 Identify and explain legislation requirements and entitlements.

2.2 Explain consequences of noncompliance.

2.3 Check interviewees’ understanding of compliance requirements and the consequences of noncompliance and clarify any issues as required.

2.4 Refer to more senior staff if interviewees do not accept and comply with legislative requirements.

2.5 Maintain records of interviews.

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 using communication strategies and questioning techniques

applying workplace safety procedures in the context of government service delivery interviews

identifying and explaining legislation requirements and entitlements using language, materials and support to suit the needs of interviewees

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 applicant circumstances and complexity of needs in the context of government service delivery

legal requirements relating to interviewing in a government service delivery context

legislation requirements and entitlements

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

principles of equal employment opportunity and diversity

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Undertake interviews

1.1 Prepare for interview.

1.2 Discuss and adhere to meeting structures, timeframes and protocols.

1.3 Employ a range of communication strategies and questioning techniques.

1.4 Use problem-solving skills to test and confirm the reliability of the information as it is provided, and review and clarify information to ensure its relevance and sufficiency.

1.5 Communicate outcomes of interactions with interviewees.

2. Ensure compliance

2.1 Identify and explain legislation requirements and entitlements.

2.2 Explain consequences of noncompliance.

2.3 Check interviewees’ understanding of compliance requirements and the consequences of noncompliance and clarify any issues as required.

2.4 Refer to more senior staff if interviewees do not accept and comply with legislative requirements.

2.5 Maintain records of interviews.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Prepare for interview. 
Discuss and adhere to meeting structures, timeframes and protocols. 
Employ a range of communication strategies and questioning techniques. 
Use problem-solving skills to test and confirm the reliability of the information as it is provided, and review and clarify information to ensure its relevance and sufficiency. 
Communicate outcomes of interactions with interviewees. 
Identify and explain legislation requirements and entitlements. 
Explain consequences of noncompliance. 
Check interviewees’ understanding of compliance requirements and the consequences of noncompliance and clarify any issues as required. 
Refer to more senior staff if interviewees do not accept and comply with legislative requirements. 
Maintain records of interviews. 
Prepare for interview. 
Discuss and adhere to meeting structures, timeframes and protocols. 
Employ a range of communication strategies and questioning techniques. 
Use problem-solving skills to test and confirm the reliability of the information as it is provided, and review and clarify information to ensure its relevance and sufficiency. 
Communicate outcomes of interactions with interviewees. 
Identify and explain legislation requirements and entitlements. 
Explain consequences of noncompliance. 
Check interviewees’ understanding of compliance requirements and the consequences of noncompliance and clarify any issues as required. 
Refer to more senior staff if interviewees do not accept and comply with legislative requirements. 
Maintain records of interviews. 

Forms

Assessment Cover Sheet

PSPGSD003 - Conduct government service delivery interviews
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

PSPGSD003 - Conduct government service delivery interviews

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: