ELEMENT

PERFORMANCE CRITERIA

1. Advise and assist clients to comply with legislation or standards

1.1 Client needs, expectations, attitudes, and current level of knowledge are confirmed

1.2 Risks related to possible confrontations are identified and managed in accordance with organisational risk management and procedures

1.3 Advice is provided to clients that is current, timely and meets the specific needs of clients in its range, depth and form of presentation

1.4 Feedback is obtained on clients' levels of understanding and additional information or explanation is used to clarify issues if required

1.5 Information is provided to promote the benefits of compliance and the consequences of non-compliance

1.6 Clients are advised of processes and timelines when interpretation/advice from others is needed for complex matters

2. Implement communication strategies to improve compliance

2.1 Communication strategies are tailored to the audience and the context

2.2 Presentation standards are applied in accordance with organisational guidelines and the needs of clients

2.3 Community rights and responsibilities and avenues for public redress under legislation/standards are highlighted when applicable

2.4 Conflict resolution techniques are used if necessary and safety of self and others is protected in accordance with legislation, policy and procedures

2.5 Content and presentation of communication strategies are adjusted in response to feedback gathered from a range of clients

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

Skill requirements

Look for evidence that confirms skills in:

providing advice and discussion involving exchanges of sometimes complex oral information

working with people - conflict resolution, coaching, problem solving

delivering presentations tailored to the needs of a range of people from diverse backgrounds

responding to diversity, including gender and disability

reading and explaining complex and formal documents such as legislation and their application to clients' situations

using active listening and questioning strategies to clarify understanding

using information technology to access relevant legislation and guidelines

applying occupational health and safety and environment procedures relating to the promotion of client compliance

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

relevant legislation, standards, policies and legal precedents

consequences of non-compliance

terminology used in legislation and procedures

organisational procedures, guidelines and protocols

delivery approaches to address a range of learning styles

industry knowledge

equity and diversity principles

public sector legislation such as occupational health and safety and environment relating to the promotion of client compliance

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 unitsthat must be achieved prior to this unit:Nil

Co-requisite unitsthat 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

PSPGOV408A Value diversity

PSPGOV422A Apply government processes

PSPLEGN401A Encourage compliance with legislation in the public sector

PSPPOL404A Support policy implementation

PSPREG401C Exercise regulatory powers

PSPREG403B Assess compliance

PSPREG405B Act on non-compliance

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)

promotion of client compliance in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment

These resources include:

legislation, regulations, policy, guidelines and standards

public sector values and codes of conduct

presentation materials and communication techniques to suit diverse audiences

case studies and workplace scenarios to capture the range of compliance situations 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 promoting client compliance, including coping with difficulties, irregularities and breakdowns in routine

promotion of client compliance 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

projects

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 italics in the Performance Criteria is explained here.

Clients may include

individuals

organisations

general public

key stakeholders from industry

industry groups

unions

students

community

specific interest groups

other government agencies

Attitude may include

compliant/willing to comply

interested

helpful

negative

aggressive

violent

Information may include

verbal advice or explanation

written materials

brochures

videos

electronic media: floppy disk, CD-ROM, email, Internet

Communication strategies may include

one-to-one

informal discussion

telephone call

small group discussion/presentation

large group presentation

written paper-based or electronic presentation

teleconference

video-conference

Contexts may include

telephone

face-to-face

public forums

in the workplace

in the field

front counter

call centres

video-conferencing

email

web site

Presentation standards may include

dress

punctuality

preparedness

manner

handouts

overhead transparencies/slide shows

questioning techniques

customisation to meet the needs of a diverse workplace

Legislation and standards may include

enabling and related legislation

public sector standards

organisational policy and procedures

equal employment opportunity and anti-discrimination law

Regulatory

This unit contains employability skills.