ELEMENT

PERFORMANCE CRITERIA

1. Provide personalised service

1.1 Personal interaction is employed to ensure that service offers remain relevant to circumstances.

1.2 Enquiries related to the service offers are dealt with in accordance with organisational policy and procedures.

1.3 General information about payments and services is provided on request.

1.4 Streaming and referrals to other internal advisers are provided in accordance with needs and organisational guidelines.

2. Maintain detailed service plans

2.1 Accurate and up-to-date information about individuals, service options and the service being delivered, is used as the basis of service delivery.

2.2 Payment-related issues are identified and resolved in accordance with legislation, policies and guidelines.

2.3 Interventions are initiated, as indicated by history or need.

2.4 Established quality and accuracy standards are applied for all records.

3. Manage mutual obligations and breaching

3.1 Progress against agreed plans is monitored.

3.2 Government service information is recorded, maintained and applied to future dealings so service developments are well-informed and appropriate.

3.3 Debts are raised, and waived or finalised, when required, in accordance with legislation, policy and procedures.

4. Respond to changes in need

4.1 Service offers are routinely reassessed in the light of changing circumstances and needs.

4.2 Situations of risk, potential risk or urgent need are identified and reported promptly in accordance with organisational procedures.

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

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 re-assess service offers

communicating with a range of audiences for purposes such as liaison, referral, handover of information, etc

interviewing and questioning of people from diverse backgrounds

responding to diversity, including gender and disability

providing personalised service

dealing with payment-related issues, breaches and debts

identifying and dealing with risk, potential risk and urgent needs

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 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 occupational health and safety and environment

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

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)

assistance with self-management of government service offers 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 circumstances and cases 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 assisting with self management of government service delivery, including coping with difficulties, irregularities and breakdowns in routine

assistance with self-management of government service offers 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.

A service offer refers to:

appropriate government benefit and/or service

Streaming refers to:

workload and case management arrangements applied to similar service delivery functions

Internal advisers may include:

multicultural service officers

indigenous service officers

disability officers

complex assessment officers

financial information service officers

jobs education and training advisers

Payment-related issuesmay include:

late payments

over-payments

under-payments

Legislation, policies and guidelinesmay include:

statutory or legislative provisions

Centrelink Development Agreement 2002 - 2005, or as revised

Situations of risk, potential risk or urgent needmay include:

homelessness

domestic violence

prison release

substance abuse

illiteracy

differing cultural expectations

severe disability