Contribute to an integrated service delivery program

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver PSPCRT413A, 'Contribute to an integrated service delivery program'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Contribute to an integrated service delivery program' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Identify program roles and responsibilities.

1.1. Identify program stakeholders and partners and agreed roles and responsibilities.

1.2. Identify agreed program objectives, services, operational procedures, reporting requirements, documentation and performance standards.

1.3. Determine own roles and responsibilities from legislation, regulations, organisational procedures and/or service agreements and communicate according to organisational requirements.

1.4. Identify outcomes and objectives of program for own organisation.

1.5. Identify agreed priorities for service delivery and agreed assessment protocols for eligibility for program services.

2. Establish positive collaborative relationships.

2.1. Generate stakeholder and partner trust, confidence and support by demonstrating a high standard of personal performance and conduct.

2.2. Use communication strategies to represent your organisation positively to stakeholders and partners.

2.3. Clarify and discuss objectives, skills and expertise of all stakeholders and partners to promote understanding and enhance collaboration.

2.4. Make decisions in consultation with relevant stakeholders and partners where appropriate.

2.5. Participate in processes to resolve conflict in a fair, equitable and collaborative manner.

3. Support implementation of integrated service delivery program.

3.1. Provide services according to agreed standards of delivery.

3.2. Maintain systems, records, documentation and reporting procedures as required.

3.3. Recognise limits of own expertise, obligations and legal accountability, and access appropriate sources of authority and/or expertise as required.

3.4. Identify and address issues, concerns and problems identified by program stakeholders, partners and clients with relevant persons using appropriate procedures.

4. Share and disclose client information appropriately.

4.1. Consent to receive services and exchange personal information is obtained from stakeholders, partners and clients according to organisational policy and procedures.

4.2. Provide information to others in accordance with legislation, regulations, organisational procedures, standards, codes of practice and/or service agreements.

4.3. Identify and apply legal limits of information sharing before providing information.

4.4. Liaise with stakeholders and partners to ensure appropriate handover of clients and/or client information when required.

4.5. Implement protocols for internal and external distribution of information to ensure appropriate individual and organisational confidentiality is maintained.

Qualifications and Skillsets

PSPCRT413A appears in the following qualifications:

  • PSP40404 - Certificate IV in Government (Court Services)