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 . Advise and assist clients to comply with legislation or standards 

1.1 Client  needs, expectations, attitudes , and current level of knowledge are confirmed.

1.2 Risks related to possible confrontations are identified and managed in accordance with organisational risk management and procedures.

1.3 Advice is provided to clients that is current, timely and meets the specific needs of clients in its range, depth and form of presentation.

1.4 Feedback is obtained on clients' levels of understanding and additional information or explanation is used to clarify issues if required.

1.5 Information  is provided to promote the benefits of compliance and the consequences of non-compliance.

1.6 Clients are advised of processes and timelines when interpretation/advice from others is needed for complex matters.

2 . Implement communication strategies to improve compliance 

2.1 Communication strategies  are tailored to the audience and the context.

2.2 Presentation standards  are applied in accordance with organisational guidelines and the needs of clients.

2.3 Community rights and responsibilities and avenues for public redress under legislation/standards  are highlighted when applicable.

2.4 Conflict resolution techniques are used if necessary and safety of self and others is protected in accordance with legislation, policy and procedures.

2.5 Content and presentation of communication strategies are adjusted in response to feedback gathered from a range of clients.

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

Skill requirements 

Look for evidence that confirms skills in:

• providing advice and discussion involving exchanges of sometimes complex oral information
• working with people - conflict resolution, coaching, problem solving
• delivering presentations tailored to the needs of a range of people from diverse backgrounds
• responding to diversity, including gender and disability
• reading and explaining complex and formal documents such as legislation and their application to clients' situations
• using active listening and questioning strategies to clarify understanding
• using information technology to access relevant legislation and guidelines
• applying occupational health and safety and environment procedures relating to the promotion of client compliance

Knowledge requirements 

Look for evidence that confirms knowledge and understanding of:

• relevant legislation, standards, policies and legal precedents
• consequences of non-compliance
• terminology used in legislation and procedures
• organisational procedures, guidelines and protocols
• delivery approaches to address a range of learning styles
• industry knowledge
• equity and diversity principles
• public sector legislation such as occupational health and safety and environment relating to the promotion of client compliance

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
• PSPGOV402B Deliver and monitor service to clients
• PSPGOV408A Value diversity
• PSPGOV422A Apply government processes
• PSPLEGN401A Encourage compliance with legislation in the public sector
• PSPPOL404A Support policy implementation
• PSPREG401C Exercise regulatory powers
• PSPREG403B Assess compliance
• PSPREG405B Act on non-compliance

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)
• promotion of client compliance in a range of (3 or more) contexts (or occasions, over time)

Resources required to carry out assessment 

These resources include:

• legislation, regulations, policy, guidelines and standards
• public sector values and codes of conduct
• presentation materials and communication techniques to suit diverse audiences
• case studies and workplace scenarios to capture the range of compliance situations 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 promoting client compliance, including coping with difficulties, irregularities and breakdowns in routine
• promotion of client compliance 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:

• case studies
• portfolios
• projects
• 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.

Clients  may include:

• individuals
• organisations
• general public
• key stakeholders from industry
• industry groups
• unions
• students
• community
• specific interest groups
• other government agencies

Attitude  may include:

• compliant/willing to comply
• interested
• helpful
• negative
• aggressive
• violent

Information  may include:

• verbal advice or explanation
• written materials
• brochures
• videos
• electronic media: floppy disk, CD-ROM, email, Internet

Communication strategies  may include:

• one-to-one
• informal discussion
• telephone call
• small group discussion/presentation
• large group presentation
• written paper-based or electronic presentation
• teleconference
• video-conference

Contexts  may include:

• telephone
• face-to-face
• public forums
• in the workplace
• in the field
• front counter
• call centres
• video-conferencing
• email
• web site

Presentation standards  may include:

• dress
• punctuality
• preparedness
• manner
• handouts
• overhead transparencies/slide shows
• questioning techniques
• customisation to meet the needs of a diverse workplace

Legislation and standards  may include:

• enabling and related legislation
• public sector standards
• organisational policy and procedures
• equal employment opportunity and anti-discrimination law