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Evidence Guide: PSPGSD501A - Develop and implement procedures for government service delivery

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

PSPGSD501A - Develop and implement procedures for government service delivery

What evidence can you provide to prove your understanding of each of the following citeria?

Develop procedures to maximise the quality of service delivery

  1. 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.
  2. Systems and procedures are established and maintained so teams can access specialist information and assistance when working with organisations and individuals with particular needs.
  3. Procedures are developed and implemented to monitor and address changing trends in circumstances, legislation, environmental factors or urgency of needs.
  4. Client/customer contact strategies and protocols are developed and implemented.
  5. Procedures are developed to ensure organisational standards and procedures are applied consistently within organisational teams.
  6. Strategies for internal and external distribution of information are developed and implemented to ensure individual and organisational effectiveness is maximised.
  7. Strategies to deal with contingencies, identified gaps and inadequacies in service provision are developed and implemented.
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.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Systems and procedures are established and maintained so teams can access specialist information and assistance when working with organisations and individuals with particular needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Procedures are developed and implemented to monitor and address changing trends in circumstances, legislation, environmental factors or urgency of needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client/customer contact strategies and protocols are developed and implemented.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Procedures are developed to ensure organisational standards and procedures are applied consistently within organisational teams.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strategies for internal and external distribution of information are developed and implemented to ensure individual and organisational effectiveness is maximised.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Strategies to deal with contingencies, identified gaps and inadequacies in service provision are developed and implemented.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement and monitor procedures to maximise the quality of service delivery

  1. Organisational standards and procedures are monitored to ensure they are applied consistently within the team.
  2. Programs are implemented to ensure that the skills required to work with a diverse client/customer group are developed within the team.
  3. Timely responses to operational issues requiring prompt action are made in accordance with legislation, policy and guidelines.
  4. Networks are established and maintained, to ensure appropriate referrals to services from within and outside the organisation.
  5. Information and strategies relating to the government service delivery role are shared through interaction and consultation with colleagues and users of the services.
  6. The quality and efficiency of processes are monitored and improvements are identified where necessary to maximise service delivery outcomes.
Organisational standards and procedures are monitored to ensure they are applied consistently within the team.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Programs are implemented to ensure that the skills required to work with a diverse client/customer group are developed within the team.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Timely responses to operational issues requiring prompt action are made in accordance with legislation, policy and guidelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Networks are established and maintained, to ensure appropriate referrals to services from within and outside the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information and strategies relating to the government service delivery role are shared through interaction and consultation with colleagues and users of the services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

The quality and efficiency of processes are monitored and improvements are identified where necessary to maximise service delivery outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

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 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

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:

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

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 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