Identify and select government service delivery options

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 PSPGSD001, 'Identify and select government service delivery options'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Identify and select government service delivery options' 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



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.