Elements and Performance Criteria

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.
Self-introductionmay include:
self-identification
purpose of meeting
organisational information
Applicant circumstances and needsmay include:
access to financial assistance
access to job network providers
Barriers may include:
homelessness
domestic violence
diversity issues
disability
substance abuse
English language, literacy and numeracy skills
access to technology
skills and training requirements
Range of servicesmay include:
benefits
referrals to external service providers
referrals to community groups
assistance in applying for training courses
access to Centrelink programs
Statutory or legislative provisions may include:
Social Security Act 1991
Social Security Administration Act 1999
Social Security International Agreements Act 1999
Australian Public Services Act 1999
Family Assistance Act 1999
Family Assistance Administration Act 1999
Student Assistance Act
Diversity may include:
age
cultural background
educational level
ethnicity
expertise
family responsibilities
gender
interests
interpersonal approach
language
life experience
marital status
personality
physical ability
political orientation
religious belief
sexual orientation
socio-economic background
thinking/learning styles
work experience
working styles
Exchange of personal informationmay be:
from referring agency
for referral to other agencies
A service offerrefers to:
appropriate government benefit and/or service
Legislation, internal policy and guidelines may include:
statutory or legislative provisions
Centrelink Development Agreement 2002 - 2005, or as revised
client agency partnerships and agreements
Active listening may include:
reading body language
summarising
questioning techniques
re-phrasing
paraphrasing
active feedback
Negotiation techniquesmay include:
questioning techniques
effective listening
verbal and non-verbal communication
culturally appropriate strategies
constructive feedback
issues identification
exploring options
identifying areas of agreement
recording agreements
Strategies to deal with aggression may be found in:
local response guidelines
area and national strategies
occupational health and safety legislation and reference material
Complexity of needs may include:
literacy
disability
homelessness
at risk of violence
mutual obligations requirements
Referrals may be made for:
family services
housing assistance
drug and alcohol support
crisis assistance
health professionals
internal specialists, such as social workers, psychologists, etc
job network providers

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
PSPGOV406B Gather and analyse information
PSPGOV422A Apply government processes
PSPGSD402A Administer government service delivery requirements
PSPGSD403A Conduct government service delivery interviews
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 matching of government service delivery to user needs 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:
a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered when identifying and selecting government service delivery options, including coping with difficulties, irregularities and breakdowns in routine
the matching of government service delivery to user needs 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
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