ELEMENT

PERFORMANCE CRITERIA

1. Undertake interviews

1.1 Pre-interview preparation is undertaken in accordance with organisational requirements.

1.2 Meeting structures, timeframes and protocols are mutually agreed and adhered to.

1.3 A range of communication strategies and questioning techniques is employed according to the progress of the interviews and the information obtained.

1.4 Problem solving skills are used to test and confirm the reliability of the information as it is provided, and information is reviewed and clarified to ensure its relevance and sufficiency prior to concluding the interview.

1.5 Interviews are conducted in accordance with legal and organisational requirements and take account of cultural and ethical issues.

1.6 Outcomes of interactions with interviewees are communicated in accordance with legislation, policy and procedures.

2. Gain compliance

2.1 Legislation requirements and entitlements are identified and explained using language, materials and support as required to suit the needs of interviewees.

2.2 Consequences of non-compliance are explained.

2.3 Interviewees' understanding of compliance requirements and the consequences of non-compliance is checked and any required issues are clarified.

2.4 If interviewees do not accept and comply with legislative requirements, referral to more senior staff is made in line with organisational procedures.

2.5 Records of interviews are made and maintained in accordance with organisational procedures and legislation.

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

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 using a range of communication strategies and questioning techniques

clarifying information and checking understanding

preparing a record of interview

responding to diversity, including gender and disability

applying workplace safety procedures in the context of government service delivery interviews

Knowledge requirements

Look for evidence that confirms knowledge and understanding of:

the range of applicant circumstances and complexity of needs in the context of government service delivery

legal requirements relating to interviewing in a government service delivery context

legislation requirements and entitlements

legislation, policy, procedures and protocols relating to government service delivery, including occupational health and safety and environment

principles of equal employment opportunity and diversity

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

PSPGOV406B Gather and analyse information

PSPGOV422A Apply government processes

PSPGSD401A Identify and select government service delivery options

PSPGSD402A Administer government service delivery requirements

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)

the conduct of government service delivery interviews in a range of (3 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 people, circumstances and attitudes likely to be encountered

Where and how to assess evidence

Valid assessment of this unit requires:

an environment that closely resembles normal work practice and replicates the range of conditions likely to be encountered when conducting government service delivery interviews, including coping with difficulties, irregularities and breakdowns in routine

the conduct of government service delivery interviews in a range of (3 or more) contexts

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:

demonstration

observation

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

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.

Pre-interview preparationmay include:

making phone contact

research into customer/client records

reviewing of files

Communication strategiesmay include:

summarising

re-phrasing

paraphrasing

open and closed questions

Communication of interview outcomes may include:

documenting

reporting

Legislation, policy and proceduresmay include:

customer service charters and guidelines

customer aggression policies

statutory or legislative provisions

Centrelink Development Agreement 2002 - 2005, or as revised

Materials and supportmay include:

diagrams and pictures

brochures in languages other than English

interpreter/translator

access to internal specialists, social workers, psychologists, etc

Consequences may include:

breach of service offer agreement

debt recovery action

criminal/legal action