Unit of competency details

Release 

TP Version 

Comments 

3

PSP12V1

Unit descriptor edited.

2

PSP04V4.2

Layout adjusted. No changes to content.

1

PSP04V4.1

Primary release.

Elements are the essential outcomes of the unit of competency.

Together, performance criteria specify the requirements for competent performance. Text in bold italics  is explained in the Range Statement following.

ELEMENT 

PERFORMANCE CRITERIA 

1 . Agree on initial service offer 

1.1 Needs  are profiled and entitlement eligibility, outcome and compliance risk  are assessed in accordance with legislation, policy and procedures .

1.2 Service options  are identified to suit applicant needs and entitlements and preferred business delivery channel is established.

1.3 Personal information is recorded in accordance with legislation and organisational procedures.

1.4 Applicant options are researched and advice is obtained when necessary in accordance with organisational policy and procedures.

1.5 Handover of applicants' accounts is negotiated with other staff.

2 . Establish and /or update accounts of service recipients 

2.1 System tools and business management systems are used to record and process services requested and delivered.

2.2 Information for statutory or performance reporting  is provided in the required format and timeframes.

2.3 Action is taken to prevent and identify any debts to and initiate withholdings for recovery in accordance with legislation and organisational procedures.

3 . Provide personalised service 

3.1 Initial encouragement is provided to those identified as having a participation requirement  .

3.2 Adverse decisions  are communicated in a professional manner in line with organisational policy and procedures.

3.3 Motivational interviewing and questioning is employed.

3.4 Referrals are made to external service providers , and services relevant to the life event are brokered in a timely manner.

3.5 Liaison is undertaken with other staff to ensure the best service commencement outcome.

This section describes the essential skills and knowledge and their level, required for this unit.

Knowledge requirements 

Look for evidence that confirms knowledge and understanding of:

• the range of circumstances and complexity of needs in the context of government service delivery
• special needs of applicants
• mutual obligations, rights and responsibilities
• the range of service options
• system tools and business systems for establishing and updating accounts
• methods of preventing or minimising debt
• legislation, policy, procedures and protocols relating to government service delivery, including occupational health and safety and environment
• principles of equal employment opportunity and diversity

Skill requirements 

Look for evidence that confirms skills in:

• reading complex, formal documents such as legislation and guidelines and explaining them to people from diverse backgrounds
• gathering and analysing information to assess eligibility and research service options
• communicating with a range of audiences for purposes such as liaison, referral, handover of information, communicating adverse decisions etc
• undertaking motivational interviewing and questioning of people from diverse backgrounds
• responding to diversity, including gender and disability
• identifying and responding to debt
• using system tools and business systems
• applying workplace safety procedures in the context of government service delivery

The Evidence Guide specifies the evidence required to demonstrate achievement in the unit of competency as a whole. It must be read in conjunction with the Unit descriptor, Performance Criteria, the Range Statement and the Assessment Guidelines for the Public Sector Training Package.

Units to be assessed together 

• Pre-requisite units that must  be achieved prior  to this unit:Nil
• Co-requisite units that must  be assessed with  this unit:Nil
• Co-assessed units that may  be assessed with this unit to increase the efficiency and realism of the assessment process include, but are not limited to:

• PSPETHC401A Uphold and support the values and principles of public service
• PSPGOV406B Gather and analyse information
• PSPGOV422A Apply government processes
• PSPGSD401A Identify and select government service delivery options
• PSPGSD403A Conduct government service delivery interviews
• PSPLEGN401A Encourage compliance with legislation in the public sector

Overview of evidence requirements 

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

• the knowledge requirements of this unit
• the skill requirements of this unit
• application of the Employability Skills as they relate to this unit (see Employability Summaries in Qualifications Framework)
• introduction of the government service delivery model in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment 

These resources include:

• legislation, policy, procedures and protocols relating to government service delivery
• case studies and workplace scenarios to capture the range of circumstances and cases likely to be encountered

Where and how to assess evidence 

Valid assessment of this unit requires:

• a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when introducing the government service delivery model, including coping with difficulties, irregularities and breakdowns in routine
• introduction of the government service delivery model in a range of (3 or more) contexts (or occasions, over time)

Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:

• people with disabilities
• people from culturally and linguistically diverse backgrounds
• Aboriginal and Torres Strait Islander people
• women
• young people
• older people
• people in rural and remote locations

Assessment methods suitable for valid and reliable assessment of this competency may include, but are not limited to, a combination of 2 or more of:

• demonstration
• observation
• portfolios
• questioning
• scenarios
• simulation or role plays
• authenticated evidence from the workplace and/or training courses

For consistency of assessment 

Evidence must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

The Range Statement provides information about the context in which the unit of competency is carried out. The variables cater for differences between States and Territories and the Commonwealth, and between organisations and workplaces. They allow for different work requirements, work practices and knowledge. The Range Statement also provides a focus for assessment. It relates to the unit as a whole. Text in bold italics  in the Performance Criteria is explained here.

Needs  may include:

• income support
• rent assistance
• family support
• supported/crisis accommodation

Compliance risk  may include:

• assessment of barriers to compliance
• previous history

Legislation , policy and procedures  may include:

• service level agreements with client departments
• participation agreements between personal advisers and clients
• statutory or legislative provisions
• Centrelink Development Agreement 2002 - 2005, or as revised

Service options  may include:

• income support
• rent assistance
• family support

Advice  may include:

• interpretation of legislation
• process
• expert information

Information for statutory or performance reporting  may include:

• data relating to agency key performance indicators
• proof of identity

Participation requirement  may include:

• looking for work
• completing job seeker diary

Adverse decisions  may include:

• non-eligibility for income support or other government services
• breaches
• debt recovery

External service providers  may include:

• health professionals
• social workers
• psychologists