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Evidence Guide: PSPGSD011 - Manage the emergent dynamics of government service delivery

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

 

PSPGSD011 - Manage the emergent dynamics of government service delivery

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

Manage government service reception

  1. Establish and monitor reception and/or front office functions and efficiency.
  2. Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.
  3. Maintain items and information available to the public in government service delivery sites.
Establish and monitor reception and/or front office functions and efficiency.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain items and information available to the public in government service delivery sites.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with complaints and aggression

  1. Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.
  2. Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.
  3. Identify and apply established frameworks for resolving conflict and aggression in government service delivery.
  4. Review and agree on actions to resolve identified issues with individuals.
  5. Make referrals in consultation with the individual and specialist service providers.
Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and apply established frameworks for resolving conflict and aggression in government service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and agree on actions to resolve identified issues with individuals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals in consultation with the individual and specialist service providers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assure public safety in a government service delivery environment

  1. Develop and implement, risk management and response plans for potential emergencies or crises.
  2. Access relevant emergency services.
  3. Debrief affected parties.
  4. Record any incidents.
Develop and implement, risk management and response plans for potential emergencies or crises.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access relevant emergency services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Debrief affected parties.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record any incidents.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage government service reception

  1. Establish and monitor reception and/or front office functions and efficiency.
  2. Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.
  3. Maintain items and information available to the public in government service delivery sites.
Establish and monitor reception and/or front office functions and efficiency.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain items and information available to the public in government service delivery sites.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with complaints and aggression

  1. Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.
  2. Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.
  3. Identify and apply established frameworks for resolving conflict and aggression in government service delivery.
  4. Review and agree on actions to resolve identified issues with individuals.
  5. Make referrals in consultation with the individual and specialist service providers.
Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and apply established frameworks for resolving conflict and aggression in government service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and agree on actions to resolve identified issues with individuals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals in consultation with the individual and specialist service providers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assure public safety in a government service delivery environment

  1. Develop and implement, risk management and response plans for potential emergencies or crises.
  2. Access relevant emergency services.
  3. Debrief affected parties.
  4. Record any incidents.
Develop and implement, risk management and response plans for potential emergencies or crises.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access relevant emergency services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Debrief affected parties.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record any incidents.

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. Manage government service reception

1.1 Establish and monitor reception and/or front office functions and efficiency.

1.2 Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.

1.3 Maintain items and information available to the public in government service delivery sites.

2. Deal with complaints and aggression

2.1 Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.

2.2 Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.

2.3 Identify and apply established frameworks for resolving conflict and aggression in government service delivery.

2.4 Review and agree on actions to resolve identified issues with individuals.

2.5 Make referrals in consultation with the individual and specialist service providers.

3. Assure public safety in a government service delivery environment

3.1 Develop and implement, risk management and response plans for potential emergencies or crises.

3.2 Access relevant emergency services.

3.3 Debrief affected parties.

3.4 Record any incidents.

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. Manage government service reception

1.1 Establish and monitor reception and/or front office functions and efficiency.

1.2 Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals.

1.3 Maintain items and information available to the public in government service delivery sites.

2. Deal with complaints and aggression

2.1 Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery.

2.2 Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals.

2.3 Identify and apply established frameworks for resolving conflict and aggression in government service delivery.

2.4 Review and agree on actions to resolve identified issues with individuals.

2.5 Make referrals in consultation with the individual and specialist service providers.

3. Assure public safety in a government service delivery environment

3.1 Develop and implement, risk management and response plans for potential emergencies or crises.

3.2 Access relevant emergency services.

3.3 Debrief affected parties.

3.4 Record any incidents.

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.

working with government service users with complex needs

communicating with diverse audiences for purposes including liaising, referring, questioning, resolving conflict

working with people from diverse backgrounds

dealing with aggression

debriefing affected parties after an incident

preparing records of incidents

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 range of circumstances and complexity of needs of individuals accessing government service delivery

risk management and response

established frameworks for resolving conflict and aggression

available emergency services

available specialist service providers

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