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
What evidence can you provide to prove your understanding of each of the following citeria?
Manage government service reception
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Reception and/or front office functions and efficiency are established and monitored in accordance with organisational policy and procedures. Completed |
Evidence:
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The effectiveness of queuing strategies is monitored and evaluated, and responses are made to peak demand periods to minimise impact on individuals. Completed |
Evidence:
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Items and information available to the public in government service delivery sites are maintained in accordance with organisational policy and procedures. Completed |
Evidence:
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Deal with complaints and aggression
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The complex needs and challenges facing individuals accessing government service delivery are recognised and catered for. Completed |
Evidence:
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Ongoing satisfaction is monitored and the concerns of dissatisfied and aggrieved individuals are identified. Completed |
Evidence:
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Established frameworks for resolving conflict and aggression in government service delivery are identified and applied. Completed |
Evidence:
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Action to resolve identified issues is reviewed and agreed with individuals, within the bounds of legislation, processes and guidelines. Completed |
Evidence:
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Referrals are made, in consultation with the individual and specialist service providers. Completed |
Evidence:
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Assure public safety in a government service delivery environment
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A risk management and response plan for potential emergencies or crises is developed and implemented as required. Completed |
Evidence:
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Relevant emergency services are accessed when required. Completed |
Evidence:
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Affected parties are debriefed in accordance with operational policy and procedures. Completed |
Evidence:
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A record of any incidents is completed in accordance with legal and organisational requirements. Completed |
Evidence:
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