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

PSPGSD011 Mapping and Delivery Guide
Manage the emergent dynamics of government service delivery

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency PSPGSD011 - Manage the emergent dynamics of government service delivery
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills required to perform contingency management in a government service delivery environment. It includes managing government service reception, dealing with complaints and aggression, and assuring public safety in a government service delivery environment.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 autonomously in consultation with others as necessary, performing routine tasks in a range of contexts that could be unpredictable.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: 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.
       
Element: 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.
       
Element: 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.
       
Element: 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.
       
Element: 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.
       
Element: 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.
       


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. Manage government service reception

1.1 Establish and monitor reception and/or front office functions and efficiency.

1.2 Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.

1.3 Maintain items and information available to the public in government service delivery sites.

2. Deal with complaints and aggression

2.1 Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.

2.2 Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.

2.3 Identify and apply established frameworks for resolving conflict and aggression in government service delivery.

2.4 Review and agree on actions to resolve identified issues with individuals.

2.5 Make referrals in consultation with the individual and specialist service providers.

3. Assure public safety in a government service delivery environment

3.1 Develop and implement, risk management and response plans for potential emergencies or crises.

3.2 Access relevant emergency services.

3.3 Debrief affected parties.

3.4 Record any incidents.

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

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

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. Manage government service reception

1.1 Establish and monitor reception and/or front office functions and efficiency.

1.2 Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.

1.3 Maintain items and information available to the public in government service delivery sites.

2. Deal with complaints and aggression

2.1 Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.

2.2 Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.

2.3 Identify and apply established frameworks for resolving conflict and aggression in government service delivery.

2.4 Review and agree on actions to resolve identified issues with individuals.

2.5 Make referrals in consultation with the individual and specialist service providers.

3. Assure public safety in a government service delivery environment

3.1 Develop and implement, risk management and response plans for potential emergencies or crises.

3.2 Access relevant emergency services.

3.3 Debrief affected parties.

3.4 Record any incidents.

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
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. 
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. 
Develop and implement, risk management and response plans for potential emergencies or crises. 
Access relevant emergency services. 
Debrief affected parties. 
Record any incidents. 
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. 
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. 
Develop and implement, risk management and response plans for potential emergencies or crises. 
Access relevant emergency services. 
Debrief affected parties. 
Record any incidents. 

Forms

Assessment Cover Sheet

PSPGSD011 - Manage the emergent dynamics of government service delivery
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

PSPGSD011 - Manage the emergent dynamics of government service delivery

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: