Unit of competency Outline
Date retreived
23/07/2026 10:06 AM AWST
23/07/2026 10:06 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.
Conduct government service delivery interviews
Conduct government service delivery interviews
Unit of competency
National Code
PSPGSD403A
PSPGSD403A
State Code
C8135
C8135
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 conduct of interviews relating to government service delivery. It includes undertaking pre-interview preparation, undertaking interviews and obtaining compliance with legislative requirements.In practice, conducting interviews for government service delivery may overlap with other generalist and specialist work activities, such as working ethically, complying with legislation, applying government processes, using advanced communication strategies, gathering and analysing information etc.licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and 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.
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
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
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
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
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWV15 | PSPGSD003 | Conduct government service delivery interviews | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J283 | PSP40112 | Certificate IV in Government | Qualification |