Modification History
PSPGSD405A Release 2: Layout adjusted. No changes to content.
PSPGSD405A Release 1: Primary release.
Unit Descriptor
This unit covers introduction of the government service delivery model by staff working as the first point of contact between applicants and the government. It includes agreeing on the initial service offer, establishing or updating of accounts, and providing personalised service.
In practice, introduction of the government service delivery model may overlap with other generalist and specialist work activities, such as working ethically, complying with legislation, applying government processes, gathering and analysing information etc.
This is a new unit of competency, added to the Government Service Delivery Competency field of the Training Package in 2004.
Application of the Unit
Not applicable.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
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. |
Elements and Performance Criteria
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. |
Required Skills and Knowledge
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:
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Skill requirements Look for evidence that confirms skills in:
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Evidence Guide
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. |
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Units to be assessed together |
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:
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Resources required to carry out assessment |
These resources include:
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Where and how to assess evidence |
Valid assessment of this unit requires:
Assessment methods should reflect workplace demands, such as literacy, and the needs of particular groups, such as:
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:
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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 |
Range Statement
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. |
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Needs may include: |
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Compliance risk may include: |
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Legislation , policy and procedures may include: |
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Service options may include: |
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Advice may include: |
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Information for statutory or performance reporting may include: |
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Participation requirement may include: |
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Adverse decisions may include: |
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External service providers may include: |
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Unit Sector(s)
Not applicable.
Competency field
Government Service Delivery.