Unit of competency Outline
Date retreived
22/07/2026 9:25 AM AWST
22/07/2026 9:25 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Introduce the government service delivery model
Introduce the government service delivery model
Unit of competency
National Code
PSPGSD405A
PSPGSD405A
State Code
C8137
C8137
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
12/12/2012
Field of Education
080313 - Public And Health Care Administration
Original Release Date
12/12/2012
Nominal Hours
30
Description
This unit covers introduction of the government service delivery model by staff working as the first point of contact between applicants and the government. It includes agreeing on the initial service offer, establishing or updating of accounts, and providing personalised service.In practice, introduction of the government service delivery model may overlap with other generalist and specialist work activities, such as working ethically, complying with legislation, applying government processes, gathering and analysing information etc.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Agree on initial service offer
- 1.1 Needs are profiled and entitlement eligibility, outcome and compliance risk are assessed in accordance with legislation, policy and procedures.
- 1.2 Service options are identified to suit applicant needs and entitlements and preferred business delivery channel is established.
- 1.3 Personal information is recorded in accordance with legislation and organisational procedures.
- 1.4 Applicant options are researched and advice is obtained when necessary in accordance with organisational policy and procedures.
- 1.5 Handover of applicants' accounts is negotiated with other staff.
2. Establish and/or update accounts of service recipients
- 2.1 System tools and business management systems are used to record and process services requested and delivered.
- 2.2 Information for statutory or performance reporting is provided in the required format and timeframes.
- 2.3 Action is taken to prevent and identify any debts to and initiate withholdings for recovery in accordance with legislation and organisational procedures.
3. Provide personalised service
- 3.1 Initial encouragement is provided to those identified as having a participation requirement .
- 3.2 Adverse decisions are communicated in a professional manner in line with organisational policy and procedures.
- 3.3 Motivational interviewing and questioning is employed.
- 3.4 Referrals are made to external service providers, and services relevant to the life event are brokered in a timely manner.
- 3.5 Liaison is undertaken with other staff to ensure the best service commencement outcome.
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.
Needs may include:
income support
rent assistance
family support
supported/crisis accommodation
Compliance risk may include:
assessment of barriers to compliance
previous history
Legislation, policy and procedures may include:
service level agreements with client departments
participation agreements between personal advisers and clients
statutory or legislative provisions
Centrelink Development Agreement 2002 - 2005, or as revised
Service options may include:
income support
rent assistance
family support
Advice may include:
interpretation of legislation
process
expert information
Information for statutory or performance reporting may include:
data relating to agency key performance indicators
proof of identity
Participation requirement may include:
looking for work
completing job seeker diary
Adverse decisions may include:
non-eligibility for income support or other government services
breaches
debt recovery
External service providers may include:
health professionals
social workers
psychologists
Needs may include:
income support
rent assistance
family support
supported/crisis accommodation
Compliance risk may include:
assessment of barriers to compliance
previous history
Legislation, policy and procedures may include:
service level agreements with client departments
participation agreements between personal advisers and clients
statutory or legislative provisions
Centrelink Development Agreement 2002 - 2005, or as revised
Service options may include:
income support
rent assistance
family support
Advice may include:
interpretation of legislation
process
expert information
Information for statutory or performance reporting may include:
data relating to agency key performance indicators
proof of identity
Participation requirement may include:
looking for work
completing job seeker diary
Adverse decisions may include:
non-eligibility for income support or other government services
breaches
debt recovery
External service providers may include:
health professionals
social workers
psychologists
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
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)
introduction of the government service delivery model 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 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 (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:
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
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
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)
introduction of the government service delivery model 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 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 (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:
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
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWV11 | PSPGSD005 | Introduce the government service delivery model | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J283 | PSP40112 | Certificate IV in Government | Qualification |