ELEMENT

PERFORMANCE CRITERIA

1. Facilitate application of complex legislation, policy and guidelines

1.1 Legislation is interpreted in relation to complex income and asset determinations, qualifications and eligibility.

1.2 Policy and guidelines are reviewed in relation to legislated requirements relating to complex investment and financial arrangements.

1.3 High-level investigative and decision making skills are applied in the application of legislation, policy and guidelines.

1.4 Consultancy services regarding complex issues are tailored and provided to service delivery staff in accordance with their needs and experience.

1.5 Training is provided in business structures and related income and assets test issues to other service delivery staff.

2. Establish and manage the relationship between the organisation and other service sectors

2.1 Relationships are developed and maintained with other service sectors that can assist government service users.

2.2 Advice is obtained on the interpretation of policy, instructions and legislation regarding issues relating to income and assets tests, as applied in complex financial and business arrangements.

2.3 Advice is provided to government service users, their representatives and the welfare services sector on the interpretation of policy, instructions and legislation on issues relating to income and assets tests as applied in complex financial and business arrangements.

2.4 Contact is brokered between government service users, their representatives and the financial services sector on issues which involve the income and assets test as applied in complex financial and business arrangements.

3. Handle complex cases

3.1 Technical, policy and administrative knowledge is applied to assess the entitlements of government service users with complex needs.

3.2 Complex issues are analysed and investigated in accordance with organisational policy and procedures.

3.3 Service offers for individuals with complex needs are routinely assessed and reviewed under organisational mechanisms and legislation.

3.4 Delegations are exercised to make determinations of entitlements and obligations.

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

Skill requirements

Look for evidence that confirms skills in:

undertaking high-level investigation and decision making related to specialist technical service delivery

working with government service users with complex needs

communicating with a range of audiences for different purposes

working with people from diverse backgrounds

responding to diversity, including gender and disability

developing and maintaining relationships with other service sectors such as welfare services and financial services

providing training in business structures and related income and assets test issues to other service delivery staff

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 of individuals accessing government service delivery

complex investment and financial arrangements of government service users

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

policy, instructions and legislation on issues relating to income and assets tests

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:

PSPCOM503A Build and maintain community relationships

PSPETHC501B Promote the values and ethos of public service

PSPGOV502B Develop client services

PSPGOV504B Undertake research and analysis

PSPGOV505A Promote diversity

PSPGOV511A Provide leadership

PSPGSD501A Develop and implement procedures for government service delivery

PSPGSD502A Manage the emergent dynamics of government service delivery

PSPLEGN501B Promote 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)

provision of specialist technical services in a range of (3 or more) government service delivery contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, policy, procedures and guidelines relating to specialist technical 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 providing specialist technical service delivery, including coping with difficulties, irregularities and breakdowns in routine

provision of specialist technical services in a range of (3 or more) government service delivery 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.

Legislation, policy and guidelines may include:

Social Security Act 1991

Social Security Administration Act 1999

Social Security International Agreements Act 1999

Australian Public Services Act 1999

Family Assistance Act 1999

Family Assistance Administration Act 1999

Student Assistance Act

Centrelink Development Agreement 2002 - 2005, or as revised

Consultancy servicesmay include:

external service providers and businesses such as:

psychologists

social workers

community workers

job network members

counsellors

health professionals

job network providers

Service delivery staffmay include:

customer service officers

authorised review officers

financial information officers

personal advisers

other specialists

Business structures may include:

internal organisation structures

external service providers and businesses

Other service sectorsmay include:

financial services sector

welfare sector

Complex needsmay include:

homelessness

domestic violence

diversity issues

disability

substance abuse

English language, literacy and numeracy skills