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Evidence Guide: PSPGSD001 - Identify and select government service delivery options

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

PSPGSD001 - Identify and select government service delivery options

What evidence can you provide to prove your understanding of each of the following citeria?

Assess the need for government services

  1. Assess applicant circumstances and needs for complexity, urgency and eligibility and identify priorities for service delivery.
  2. Identify and assess barriers.
  3. Establish and maintain professional rapport and mutual respect.
  4. Provide information about the range of servicesavailable.
Assess applicant circumstances and needs for complexity, urgency and eligibility and identify priorities for service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and assess barriers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and maintain professional rapport and mutual respect.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information about the range of servicesavailable.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify government service delivery options

  1. Obtain, record and validate personal details and relevant information about circumstances and environment.
  2. Identify and explain statutory or legislative provisions related to government services.
  3. Follow and explain accepted practice, duty of care obligations and the code of conduct of the organisation.
  4. Identify and reflect internal expectations about how the team plans to deliver government services when interacting with the public.
  5. Identify service options that match documented needs.
Obtain, record and validate personal details and relevant information about circumstances and environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and explain statutory or legislative provisions related to government services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow and explain accepted practice, duty of care obligations and the code of conduct of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and reflect internal expectations about how the team plans to deliver government services when interacting with the public.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify service options that match documented needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Match service delivery to needs

  1. Use documented needs to identify the service option of best fit.
  2. Identify and address individual differences, safety and diversity issues.
  3. Obtain consent to receive services and exchange personal information.
  4. Make a service offer based on up-to-date information on available options, consistent with entitlements.
  5. Communicate own roles and responsibilities and the rights and obligations of those receiving government services.
Use documented needs to identify the service option of best fit.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address individual differences, safety and diversity issues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain consent to receive services and exchange personal information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make a service offer based on up-to-date information on available options, consistent with entitlements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate own roles and responsibilities and the rights and obligations of those receiving government services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address concerns/issues

  1. Conduct questioning and conversation in a manner which promotes positive participation.
  2. Employ active listening to encourage open expression of thoughts and ideas.
  3. Undertake negotiation when necessary and accept and consider differences in views.
  4. Obtain and implement advice about communication difficulties from supervisor.
  5. Apply strategies to deal with aggression.
Conduct questioning and conversation in a manner which promotes positive participation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Employ active listening to encourage open expression of thoughts and ideas.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake negotiation when necessary and accept and consider differences in views.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain and implement advice about communication difficulties from supervisor.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply strategies to deal with aggression.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals

  1. Obtain support or refer where there is a complexity of needs or there are issues outside the area of responsibility.
  2. Establish and maintain networks to ensure referrals to appropriate services.
  3. Provide assistance with access to services from within and outside the organisation.
Obtain support or refer where there is a complexity of needs or there are issues outside the area of responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and maintain networks to ensure referrals to appropriate services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance with access to services from within and outside the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess the need for government services

  1. Assess applicant circumstances and needs for complexity, urgency and eligibility and identify priorities for service delivery.
  2. Identify and assess barriers.
  3. Establish and maintain professional rapport and mutual respect.
  4. Provide information about the range of servicesavailable.
Assess applicant circumstances and needs for complexity, urgency and eligibility and identify priorities for service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and assess barriers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and maintain professional rapport and mutual respect.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information about the range of servicesavailable.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify government service delivery options

  1. Obtain, record and validate personal details and relevant information about circumstances and environment.
  2. Identify and explain statutory or legislative provisions related to government services.
  3. Follow and explain accepted practice, duty of care obligations and the code of conduct of the organisation.
  4. Identify and reflect internal expectations about how the team plans to deliver government services when interacting with the public.
  5. Identify service options that match documented needs.
Obtain, record and validate personal details and relevant information about circumstances and environment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and explain statutory or legislative provisions related to government services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow and explain accepted practice, duty of care obligations and the code of conduct of the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and reflect internal expectations about how the team plans to deliver government services when interacting with the public.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify service options that match documented needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Match service delivery to needs

  1. Use documented needs to identify the service option of best fit.
  2. Identify and address individual differences, safety and diversity issues.
  3. Obtain consent to receive services and exchange personal information.
  4. Make a service offer based on up-to-date information on available options, consistent with entitlements.
  5. Communicate own roles and responsibilities and the rights and obligations of those receiving government services.
Use documented needs to identify the service option of best fit.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address individual differences, safety and diversity issues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain consent to receive services and exchange personal information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make a service offer based on up-to-date information on available options, consistent with entitlements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate own roles and responsibilities and the rights and obligations of those receiving government services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address concerns/issues

  1. Conduct questioning and conversation in a manner which promotes positive participation.
  2. Employ active listening to encourage open expression of thoughts and ideas.
  3. Undertake negotiation when necessary and accept and consider differences in views.
  4. Obtain and implement advice about communication difficulties from supervisor.
  5. Apply strategies to deal with aggression.
Conduct questioning and conversation in a manner which promotes positive participation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Employ active listening to encourage open expression of thoughts and ideas.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake negotiation when necessary and accept and consider differences in views.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain and implement advice about communication difficulties from supervisor.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply strategies to deal with aggression.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals

  1. Obtain support or refer where there is a complexity of needs or there are issues outside the area of responsibility.
  2. Establish and maintain networks to ensure referrals to appropriate services.
  3. Provide assistance with access to services from within and outside the organisation.
Obtain support or refer where there is a complexity of needs or there are issues outside the area of responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and maintain networks to ensure referrals to appropriate services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance with access to services from within and outside the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Assess the need for government services

1.1 Assess applicant circumstances and needs for complexity, urgency and eligibility and identify priorities for service delivery.

1.2 Identify and assess barriers.

1.3 Establish and maintain professional rapport and mutual respect.

1.4 Provide information about the range of servicesavailable.

2. Identify government service delivery options

2.1 Obtain, record and validate personal details and relevant information about circumstances and environment.

2.2 Identify and explain statutory or legislative provisions related to government services.

2.3 Follow and explain accepted practice, duty of care obligations and the code of conduct of the organisation.

2.4 Identify and reflect internal expectations about how the team plans to deliver government services when interacting with the public.

2.5 Identify service options that match documented needs.

3. Match service delivery to needs

3.1 Use documented needs to identify the service option of best fit.

3.2 Identify and address individual differences, safety and diversity issues.

3.3 Obtain consent to receive services and exchange personal information.

3.4 Make a service offer based on up-to-date information on available options, consistent with entitlements.

3.5 Communicate own roles and responsibilities and the rights and obligations of those receiving government services.

4. Address concerns/issues

4.1 Conduct questioning and conversation in a manner which promotes positive participation.

4.2 Employ active listening to encourage open expression of thoughts and ideas.

4.3 Undertake negotiation when necessary and accept and consider differences in views.

4.4 Obtain and implement advice about communication difficulties from supervisor.

4.5 Apply strategies to deal with aggression.

5. Make referrals

5.1 Obtain support or refer where there is a complexity of needs or there are issues outside the area of responsibility.

5.2 Establish and maintain networks to ensure referrals to appropriate services.

5.3 Provide assistance with access to services from within and outside the organisation.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Assess the need for government services

1.1 Assess applicant circumstances and needs for complexity, urgency and eligibility and identify priorities for service delivery.

1.2 Identify and assess barriers.

1.3 Establish and maintain professional rapport and mutual respect.

1.4 Provide information about the range of servicesavailable.

2. Identify government service delivery options

2.1 Obtain, record and validate personal details and relevant information about circumstances and environment.

2.2 Identify and explain statutory or legislative provisions related to government services.

2.3 Follow and explain accepted practice, duty of care obligations and the code of conduct of the organisation.

2.4 Identify and reflect internal expectations about how the team plans to deliver government services when interacting with the public.

2.5 Identify service options that match documented needs.

3. Match service delivery to needs

3.1 Use documented needs to identify the service option of best fit.

3.2 Identify and address individual differences, safety and diversity issues.

3.3 Obtain consent to receive services and exchange personal information.

3.4 Make a service offer based on up-to-date information on available options, consistent with entitlements.

3.5 Communicate own roles and responsibilities and the rights and obligations of those receiving government services.

4. Address concerns/issues

4.1 Conduct questioning and conversation in a manner which promotes positive participation.

4.2 Employ active listening to encourage open expression of thoughts and ideas.

4.3 Undertake negotiation when necessary and accept and consider differences in views.

4.4 Obtain and implement advice about communication difficulties from supervisor.

4.5 Apply strategies to deal with aggression.

5. Make referrals

5.1 Obtain support or refer where there is a complexity of needs or there are issues outside the area of responsibility.

5.2 Establish and maintain networks to ensure referrals to appropriate services.

5.3 Provide assistance with access to services from within and outside the organisation.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

using active listening to gather information and clarify circumstances

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

gathering and analysing information to match needs to services

determining eligibility, entitlements and allowances

identifying when referrals are required and making them to the appropriate agency

applying workplace safety procedures in the context of government service delivery

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

the organisation’s protocols for introducing oneself to customers/clients

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

barriers to effective service delivery

service offers

range of services available through the organisation

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