Modification History
Release |
TP Version |
Comments |
3 |
PSP12V1 |
Unit descriptor edited. |
2 |
PSP04V4.2 |
Layout adjusted. No changes to content. |
1 |
PSP04V4.1 |
Primary release. |
Unit Descriptor
This unit covers contingency management in a government service delivery environment. It includes managing government service reception, dealing with complaints and aggression, and assuring public safety in a government service delivery environment.
In practice, managing emergent dynamics may overlap with other generalist and specialist work activities, such as working ethically, complying with legislation, monitoring and maintaining workplace safety, etc.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
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 . Manage government service reception |
1.1 Reception and/or front office functions and efficiency are established and monitored in accordance with organisational policy and procedures. 1.2 The effectiveness of queuing strategies is monitored and evaluated, and responses are made to peak demand periods to minimise impact on individuals. 1.3 Items and information available to the public in government service delivery sites are maintained in accordance with organisational policy and procedures. |
2 . Deal with complaints and aggression |
2.1 The complex needs and challenges facing individuals accessing government service delivery are recognised and catered for. 2.2 Ongoing satisfaction is monitored and the concerns of dissatisfied and aggrieved individuals are identified. 2.3 Established frameworks for resolving conflict and aggression in government service delivery are identified and applied. 2.4 Action to resolve identified issues is reviewed and agreed with individuals, within the bounds of legislation, processes and guidelines . 2.5 Referrals are made, in consultation with the individual and specialist service providers . |
3 . Assure public safety in a government service delivery environment |
3.1 A risk management and response plan for potential emergencies or crises is developed and implemented as required. 3.2 Relevant emergency services are accessed when required. 3.3 Affected parties are debriefed in accordance with operational policy and procedures. 3.4 A record of any incidents is completed in accordance with legal and organisational requirements. |
Required Skills and Knowledge
This section describes the essential skills and knowledge and their level, required for this unit. |
Skill requirements Look for evidence that confirms skills in:
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Knowledge requirements Look for evidence that confirms knowledge and understanding of:
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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 |
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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
RANGE STATEMENT |
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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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Front office functions may include: |
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Queuing strategies may include: |
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Response in peak demands may be affected by: |
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Government service delivery may be: |
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Complex needs and challenges may include: |
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Action to resolve issues may include: |
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Legislation, processes and guidelines may include: |
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Specialist service providers may include: |
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Emergency services may include: |
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Unit Sector(s)
Not applicable.
Competency field
Government Service Delivery.