ELEMENT

PERFORMANCE CRITERIA

1. Administer service offers or agreements

1.1 The need for assistance is identified and acted on in accordance with legislative requirements and organisational policy and procedures.

1.2 Mutual obligations, rights and responsibilities associated with government service delivery are identified and explained.

1.3 Services are delivered in a timely manner and matched to the circumstances.

2. Review service offers or agreements

2.1 Service offer decisions are reviewed as required.

2.2 Appeals against service offer decisions are processed according to legislation, policy and guidelines.

2.3 Ongoing resources and support required to progress the service offer are identified and negotiated as required.

2.4 Records are updated to reflect changes in circumstances.

3. Review and update government service delivery records

3.1 Service delivery records are reviewed for accuracy and currency.

3.2 Information about individuals' needs is recorded and updated as circumstances change.

3.3 Information systems and records related to services provided to individuals are updated.

3.4 The privacy and security of personal information and records is protected.

This section describes the essential skills and knowledge and their level, required for this unit.

Skill requirements

Look for evidence that confirms skills in:

reading complex, formal documents such as legislation and guidelines and explaining them to people from diverse backgrounds

gathering and analysing information to review and update records

granting and adjusting payments

responding to diversity, including gender and disability

applying workplace safety procedures in the context of government service delivery

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

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

range of services available through the organisation

mutual obligations, rights and responsibilities

service offers

appeal processes

administration systems and requirements for payments and benefits

legislation, policy, procedures and protocols relating to government service delivery, including occupational health and safety and environment and sustainability practices

principles of equal employment opportunity and diversity

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together

Pre-requisite units that must be achieved prior to this unit:Nil

Co-requisite units that must be assessed with this unit:Nil

Co-assessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

PSPETHC401A Uphold and support the values and principles of public service

PSPGOV402B Deliver and monitor service to clients

PSPGOV406B Gather and analyse information

PSPGOV422A Apply government processes

PSPGSD401A Identify and select government service delivery options

PSPGSD403A Conduct government service delivery interviews

PSPLEGN401A Encourage compliance with legislation in the public sector

Overview of evidence requirements

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of the Employability Skills as they relate to this unit (see Employability Summaries in Qualifications Framework)

administration of government service delivery requirements in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, policy, procedures and protocols relating to government service delivery

case studies and workplace scenarios to capture the range of people, circumstances and attitudes likely to be encountered

Where and how to assess evidence

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when administering government service delivery requirements, including coping with difficulties, irregularities and breakdowns in routine

administration of government service delivery requirements in a range of (3 or more) contexts (or occasions, over time)

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

people with disabilities

people from culturally and linguistically diverse backgrounds

Aboriginal and Torres Strait Islander people

women

young people

older people

people in rural and remote locations

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

case studies

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace and/or training courses

For consistency of assessment

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics in the Performance Criteria is explained here.

Need for assistance may include:

income support

rent assistance

family support

supported/crisis accommodation

Mutual obligations, rights and responsibilitiesmay be included in:

service level agreements with client departments

participation agreements between personal advisers and clients

legislation, policy and government directions

Services may include:

benefits

referrals to external service providers

referrals to community groups

assistance in applying for training courses

access to Centrelink programs

A service offerrefers to:

appropriate government benefit and/or service

Legislation, policy and guidelinesmay include:

statutory or legislative provisions

Centrelink Development Agreement 2002 - 2005, or as revised

Client agency partnerships and agreements.