Unit of competency details

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.

This is a new unit of competency, added to the Government Service Delivery  Competency field of the Training Package in 2004.

Employability skills 

This unit contains employability skills.

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 . 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:

• working with government service users with complex needs
• communicating with a range of audiences for purposes such as liaising, referring, questioning, resolving conflict etc
• working with people from diverse backgrounds
• responding to diversity, including gender and disability
• dealing with aggression
• debriefing affected parties after an incident
• preparing records of incidents
• applying workplace safety procedures in the context of government service delivery

Knowledge requirements 

Look for evidence that confirms knowledge and understanding of:

• the range of circumstances and complexity of needs of individuals accessing government service delivery
• risk management and response
• established frameworks for resolving conflict and aggression
• available emergency services
• available specialist service providers
• legislation, policy, procedures and protocols relating to government service delivery, including occupational health and safety and environment
• principles of equal employment opportunity and diversity

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.

Units to be assessed together 

• Pre -requisite  unitsthat must  be achieved prior  to this unit:Nil 
• Co -requisite  unitsthat 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:

PSPETHC501B Promote the values and ethos of public service

PSPGOV507A Undertake negotiations

PSPGOV508A Manage conflict

PSPGOV511A Provide leadership

PSPGOV516A Develop and use emotional intelligence

PSPGOV517A Coordinate risk management

PSPGSD501A Develop and implement procedures for government service delivery

PSPGSD503A Provide specialist technical service delivery

PSPLEGN501B Promote compliance with legislation in the public sector

PSPOHS501A Monitor and maintain workplace safety

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)

management of emergent dynamics in a range of (3 or more) government service delivery 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 managing emergent dynamics, including coping with difficulties, irregularities and breakdowns in routine
• management of emergent dynamics in a range of (3 or more) government service delivery 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:

case studies

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

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 italics  in the Performance Criteria is explained here.

Front office functions may include 

reception

bookings

switchboard operation

face-to-face client contact

first point of contact

Queuing strategies may include 

local/area office guidelines and processes

Response in peak demands may be affected by 

staffing schedules

implementation of queuing strategies

Government service delivery may be 

single agency

multi-site

whole of government (one tier, or all three)

Complex needs and challenges may include 

homelessness

domestic violence

diversity issues

disability

substance abuse

English language, literacy and numeracy skills

Action to resolve issues may include 

mediation

implementation of local customer aggression practices

intervention

Legislation , processes and guidelines may include 

Social Security Act 1991

Social Security Administration Act 1999

Social Security International Agreements Act 1999

Australian Public Services Act 1999

Family Assistance Act 1999

Family Assistance Administration Act 1999

Student Assistance Act

Centrelink Development Agreement 2002 - 2005, or as revised

Specialist service providers may include 

• psychologists
• social workers
• community workers
• job network members

counsellors

health professionals

• job network providers

Emergency services may include 

• police
• ambulance
• building security personnel
• government security advisers

Competency field 

Government Service Delivery