Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

PSPGSD501A Mapping and Delivery Guide
Develop and implement procedures for government service delivery

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency PSPGSD501A - Develop and implement procedures for government service delivery
Description This unit covers quality service delivery through the development and implementation of systems, strategies and procedures. It includes developing, implementing and monitoring procedures to maximise the quality of government service delivery.In practice, developing and implementing procedures may overlap with other generalist and specialist work activities, such as working ethically, complying with legislation, monitoring and maintaining workplace safety, developing client services, undertaking research and analysis etc.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Not applicable.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field Government Service Delivery.
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Develop procedures to maximise the quality of service delivery
  • Procedures are put in place to ensure that decisions about targeting of government services are based on up-to-date information about available services and users.
  • Systems and procedures are established and maintained so teams can access specialist information and assistance when working with organisations and individuals with particular needs.
  • Procedures are developed and implemented to monitor and address changing trends in circumstances, legislation, environmental factors or urgency of needs.
  • Client/customer contact strategies and protocols are developed and implemented.
  • Procedures are developed to ensure organisational standards and procedures are applied consistently within organisational teams.
  • Strategies for internal and external distribution of information are developed and implemented to ensure individual and organisational effectiveness is maximised.
  • Strategies to deal with contingencies, identified gaps and inadequacies in service provision are developed and implemented.
       
Element: Implement and monitor procedures to maximise the quality of service delivery
  • Organisational standards and procedures are monitored to ensure they are applied consistently within the team.
  • Programs are implemented to ensure that the skills required to work with a diverse client/customer group are developed within the team.
  • Timely responses to operational issues requiring prompt action are made in accordance with legislation, policy and guidelines.
  • Networks are established and maintained, to ensure appropriate referrals to services from within and outside the organisation.
  • Information and strategies relating to the government service delivery role are shared through interaction and consultation with colleagues and users of the services.
  • The quality and efficiency of processes are monitored and improvements are identified where necessary to maximise service delivery outcomes.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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:

PSPETHC501B Promote the values and ethos of public service

PSPGOV502B Develop client services

PSPGOV504B Undertake research and analysis

PSPGSD502A Manage the emergent dynamics of 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)

development and implementation of procedures 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 areas where procedures are required to underpin service delivery

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 developing and implementing procedures, including coping with difficulties, irregularities and breakdowns in routine

development and implementation of procedures 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

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

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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

Skill requirements

Look for evidence that confirms skills in:

developing systems, processes, strategies and procedures to support staff in the provision of quality government service delivery

writing procedures requiring precision of expression

reading complex documents such as legislation and policies and translating them into action through the development of systems, procedures and processes

working with government service users with complex needs

working with people from diverse backgrounds

responding to diversity, including gender and disability

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

information needs of teams and team leaders in government service delivery

quality standards relating to government service delivery

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 of staff and clients/customers in a government service delivery environment

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.

Government servicesmay include:

disability support services

resource facilitation and case management

community protection

tenancy support

property management

disaster and emergency management

clinical therapy services

Specialist information and assistance may include:

psychologists

social workers

community workers

job network members

counsellors

Environmental factorsmay include:

life events

national emergencies

industrial action

industry collapse

commencement or cessation of employment

change of address

Contact strategies and protocolsmay include:

structured interviews

phone calls

scheduled contacts

home visits

Diverse client/customer groupincludes differences in:

age

cultural background

educational level

ethnicity

expertise

family responsibilities

gender

interests

interpersonal approach

language

life experience

marital status

not fitting the dominant paradigm of the organisation

personality

physical ability

political orientation

religious belief

sexual orientation

socio-economic background

thinking/learning styles

work experience

working styles

Legislation, policy and guidelinesmay include:

statutory or legislative provisions

Centrelink Development Agreement 2002 - 2005, or as revised

other government agencies' standards and expectations

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Procedures are put in place to ensure that decisions about targeting of government services are based on up-to-date information about available services and users. 
Systems and procedures are established and maintained so teams can access specialist information and assistance when working with organisations and individuals with particular needs. 
Procedures are developed and implemented to monitor and address changing trends in circumstances, legislation, environmental factors or urgency of needs. 
Client/customer contact strategies and protocols are developed and implemented. 
Procedures are developed to ensure organisational standards and procedures are applied consistently within organisational teams. 
Strategies for internal and external distribution of information are developed and implemented to ensure individual and organisational effectiveness is maximised. 
Strategies to deal with contingencies, identified gaps and inadequacies in service provision are developed and implemented. 
Organisational standards and procedures are monitored to ensure they are applied consistently within the team. 
Programs are implemented to ensure that the skills required to work with a diverse client/customer group are developed within the team. 
Timely responses to operational issues requiring prompt action are made in accordance with legislation, policy and guidelines. 
Networks are established and maintained, to ensure appropriate referrals to services from within and outside the organisation. 
Information and strategies relating to the government service delivery role are shared through interaction and consultation with colleagues and users of the services. 
The quality and efficiency of processes are monitored and improvements are identified where necessary to maximise service delivery outcomes. 

Forms

Assessment Cover Sheet

PSPGSD501A - Develop and implement procedures for government service delivery
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

PSPGSD501A - Develop and implement procedures for government service delivery

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: