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

PSPGSD007 Mapping and Delivery Guide
Assist self-management of government service offers

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency PSPGSD007 - Assist self-management of government service offers
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to provide assistance to recipients of government benefits and entitlements with managing their own service offers. This includes providing personalised service, maintaining detailed service plans, managing mutual obligations and breaching, and responding to changes in need.This unit applies to those working as customer service officers providing assistance to government benefit recipients.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 with supervision responsibilities, while performing complex tasks in familiar contexts.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: Provide personalised service
  • Ensure service offers remain relevant to circumstances.
  • Deal with enquiries related to the service offers.
  • Provide general information about payments and services.
  • Provide streaming and referrals to other internal advisers.
       
Element: Maintain detailed service plans
  • Use accurate and uptodate information about individuals, service options and the service being delivered as the basis of service delivery.
  • Identify and resolve paymentrelated issues.
  • Initiate interventions, as indicated by history or need.
  • Apply established quality and accuracy standards for all records.
       
Element: Manage mutual obligations and breaching
  • Monitor progress against agreed plans.
  • Record, maintain and apply government service information to future dealings.
  • Raise debts, and waive or finalise, when required.
       
Element: Respond to changes in need
  • Reassess service offers in the light of changing circumstances and needs.
  • Identify and report situations of risk, potential risk or urgent need.
  • Liaise with other staff to ensure changes to service offers are made in line with agreed requirements and to arrange handovers when required.
       
Element: Provide personalised service
  • Ensure service offers remain relevant to circumstances.
  • Deal with enquiries related to the service offers.
  • Provide general information about payments and services.
  • Provide streaming and referrals to other internal advisers.
       
Element: Maintain detailed service plans
  • Use accurate and uptodate information about individuals, service options and the service being delivered as the basis of service delivery.
  • Identify and resolve paymentrelated issues.
  • Initiate interventions, as indicated by history or need.
  • Apply established quality and accuracy standards for all records.
       
Element: Manage mutual obligations and breaching
  • Monitor progress against agreed plans.
  • Record, maintain and apply government service information to future dealings.
  • Raise debts, and waive or finalise, when required.
       
Element: Respond to changes in need
  • Reassess service offers in the light of changing circumstances and needs.
  • Identify and report situations of risk, potential risk or urgent need.
  • Liaise with other staff to ensure changes to service offers are made in line with agreed requirements and to arrange handovers when required.
       


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. Provide personalised service

1.1 Ensure service offers remain relevant to circumstances.

1.2 Deal with enquiries related to the service offers.

1.3 Provide general information about payments and services.

1.4 Provide streaming and referrals to other internal advisers.

2. Maintain detailed service plans

2.1 Use accurate and uptodate information about individuals, service options and the service being delivered as the basis of service delivery.

2.2 Identify and resolve paymentrelated issues.

2.3 Initiate interventions, as indicated by history or need.

2.4 Apply established quality and accuracy standards for all records.

3. Manage mutual obligations and breaching

3.1 Monitor progress against agreed plans.

3.2 Record, maintain and apply government service information to future dealings.

3.3 Raise debts, and waive or finalise, when required.

4. Respond to changes in need

4.1 Reassess service offers in the light of changing circumstances and needs.

4.2 Identify and report situations of risk, potential risk or urgent need.

4.3 Liaise with other staff to ensure changes to service offers are made in line with agreed requirements and to arrange handovers when required.

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 to reassess service offers

communicating with diverse audiences for purposes including liaison, referral, handover of information

interviewing people from diverse backgrounds

providing personalised service

dealing with paymentrelated issues, breaches and debts

identifying and dealing with risk, potential risk and urgent needs

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 in the context of government service delivery

barriers to social and economic participation

rights, responsibilities, mutual obligations and breaching

personalised intervention strategies

service agreements and plans

internal advisers available

quality and accuracy standards for records

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. Provide personalised service

1.1 Ensure service offers remain relevant to circumstances.

1.2 Deal with enquiries related to the service offers.

1.3 Provide general information about payments and services.

1.4 Provide streaming and referrals to other internal advisers.

2. Maintain detailed service plans

2.1 Use accurate and uptodate information about individuals, service options and the service being delivered as the basis of service delivery.

2.2 Identify and resolve paymentrelated issues.

2.3 Initiate interventions, as indicated by history or need.

2.4 Apply established quality and accuracy standards for all records.

3. Manage mutual obligations and breaching

3.1 Monitor progress against agreed plans.

3.2 Record, maintain and apply government service information to future dealings.

3.3 Raise debts, and waive or finalise, when required.

4. Respond to changes in need

4.1 Reassess service offers in the light of changing circumstances and needs.

4.2 Identify and report situations of risk, potential risk or urgent need.

4.3 Liaise with other staff to ensure changes to service offers are made in line with agreed requirements and to arrange handovers when required.

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
Ensure service offers remain relevant to circumstances. 
Deal with enquiries related to the service offers. 
Provide general information about payments and services. 
Provide streaming and referrals to other internal advisers. 
Use accurate and uptodate information about individuals, service options and the service being delivered as the basis of service delivery. 
Identify and resolve paymentrelated issues. 
Initiate interventions, as indicated by history or need. 
Apply established quality and accuracy standards for all records. 
Monitor progress against agreed plans. 
Record, maintain and apply government service information to future dealings. 
Raise debts, and waive or finalise, when required. 
Reassess service offers in the light of changing circumstances and needs. 
Identify and report situations of risk, potential risk or urgent need. 
Liaise with other staff to ensure changes to service offers are made in line with agreed requirements and to arrange handovers when required. 
Ensure service offers remain relevant to circumstances. 
Deal with enquiries related to the service offers. 
Provide general information about payments and services. 
Provide streaming and referrals to other internal advisers. 
Use accurate and uptodate information about individuals, service options and the service being delivered as the basis of service delivery. 
Identify and resolve paymentrelated issues. 
Initiate interventions, as indicated by history or need. 
Apply established quality and accuracy standards for all records. 
Monitor progress against agreed plans. 
Record, maintain and apply government service information to future dealings. 
Raise debts, and waive or finalise, when required. 
Reassess service offers in the light of changing circumstances and needs. 
Identify and report situations of risk, potential risk or urgent need. 
Liaise with other staff to ensure changes to service offers are made in line with agreed requirements and to arrange handovers when required. 

Forms

Assessment Cover Sheet

PSPGSD007 - Assist self-management of government service offers
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

PSPGSD007 - Assist self-management of government service offers

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: