Application
This unit describes the skills required by staff working as the first point of contact between applicants and the government, to introduce the government service delivery model. It includes agreeing on the initial service offer, establishing or updating of accounts, and providing personalised service.
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 in consultation with others as required, performing complex tasks in a familiar context.
No licensing, legislative or certification requirements apply to unit at the time of publication.
Elements and Performance Criteria
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. Deal with initial service offer | 1.1 Profile needs and assess entitlement eligibility, outcome and compliance risk. 1.2 Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel. 1.3 Record personal information. 1.4 Research applicant options and obtain advice when necessary. 1.5 Negotiate handover of applicants’ accounts with other staff. |
2. Establish and/or update accounts of service recipients | 2.1 Use system tools and business management systems to record and process services requested and delivered. 2.2 Provide information for statutory or performance reporting in the required format and timeframes. 2.3 Take action to prevent and identify any debts and initiate withholdings for recovery. |
3. Provide personalised service | 3.1 Provide initial encouragement to those identified as having a participation requirement. 3.2 Communicate adverse decisions. 3.3 Employ motivational interviewing and questioning. 3.4 Make referrals to external service providers and broker services relevant to the life event. 3.5 Undertake liaison with other staff to ensure the best service commencement outcome. |
Evidence of Performance
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 assess eligibility and research service options
communicating with diverse audiences for purposes including liaison, referral, handover of information, communicating adverse decisions
identifying and responding to debt
Evidence of Knowledge
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
special needs of applicants
mutual obligations, rights and responsibilities
the range of service options
system tools and business systems for establishing and updating accounts
methods of preventing or minimising debt
legislation, policy, procedures and protocols relating to government service delivery, including work health and safety and environment
Assessment Conditions
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.
Foundation Skills
Foundation skills are embedded within the elements and performance criteria of this unit.
Competency Field
Government service delivery