ELEMENT

PERFORMANCE CRITERIA

1. Engage government service recipients with complex needs

1.1 Complex barriers to participation are identified and addressed in accordance with legislation, policy and guidelines.

1.2 Goals and opportunities are identified in consultation with government service recipients.

1.3 Service recipients are supported to participate as fully as possible.

1.4 Individualised plans are negotiated and developed with recipients and progress is monitored and supported.

1.5 Collaborative working relationships with specialists are established to assess barriers and capacity to participate.

1.6 Liaison/collaboration is facilitated between internal specialists to deliver an integrated service in complex situations.

2. Develop and maintain working partnerships

2.1 Personal liaison with local providers, service delivery agents or partners is established in accordance with organisational requirements, and personal referrals are made to them in accordance with needs.

2.2 Relationships are developed and maintained with external providers who can assist government service recipients increase their level of economic and social participation.

2.3 Community partnerships are established and maintained, including the undertaking of ongoing outreach work.

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

Skill requirements

Look for evidence that confirms skills in:

working with government service recipients with complex needs

communicating with a range of audiences for purposes such as liaison, referral, determining goals, etc

working with people from diverse backgrounds

responding to diversity, including gender and disability

providing individualised service

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

complex barriers to social and economic participation

partnerships that will assist government service recipients with complex needs

individualised plans

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

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 to government service recipients with complex needs 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 government service recipients with complex needs, including coping with difficulties, irregularities and breakdowns in routine

assistance to government service recipients with complex needs in a range of (3 or more) contexts

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.

Complex barriersmay include:

one or more of:

homelessness

domestic violence

background of abuse

diversity issues

disability

substance abuse

English language, literacy and numeracy skills

refugee status

Legislation, policy and guidelinesmay include:

statutory or legislative provisions

Centrelink Development Agreement 2002 - 2005, or as revised

client agency partnerships and agreements

Specialists may include:

case workers

advocates

multicultural service officers

indigenous service officers

disability officers

complex assessment officers

financial information service officers

jobs education and training advisers

Local providers, service delivery agents or partners may include:

community organisations

job network agencies

social workers

psychologists

health professionals

Salvation Army

volunteer groups

employers offering work placements

accommodation services

literacy groups

soup kitchens

Technical and Further Education (TAFE) Colleges

community support groups, etc