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

Prerequisite units that must be achieved prior to this unitNil

Corequisite units that must be assessed with this unitNil

Coassessed units that may be assessed with this unit to increase the efficiency and realism of the assessment process include but are not limited to

PSPETHCA Uphold and support the values and principles of public service

PSPETHC401A Uphold and support the values and principles of public service

PSPGOVB Gather and analyse information

PSPGOV406B Gather and analyse information

PSPGOVA Apply government processes

PSPGOV422A Apply government processes

PSPGSDA Identify and select government service delivery options

PSPGSD401A Identify and select government service delivery options

PSPGSDA Conduct government service delivery interviews

PSPGSD403A Conduct government service delivery interviews

PSPLEGNA Encourage compliance with legislation in the public sector

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 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 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 or more of

demonstration

observation

portfolios

questioning

scenarios

simulation or role plays

authenticated evidence from the workplace andor 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

Needs may include:

Compliance risk may include:

Legislation, policy and procedures may include:

Service options may include:

Advice may include:

Information for statutory or performance reporting may include:

Participation requirement may include:

Adverse decisions may include:

External service providers may include: