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.
Clients may include:
individual members of the public
other agencies
community groups
other work areas in the organisation
individual members of the organisation
senior management
government
Minister
Specific needs of clients may include:
age
culture
disability
ethnicity
gender
language
literacy and numeracy
medical conditions
remote location
state of mind
Client services may include:
any services (or products) provided by the organisation to internal or external clients
Legislation, policy and procedures may include:
State/Territory and Commonwealth legislation and regulations such as:
organisational enabling legislation
public sector management acts
financial management acts
privacy legislation
equal employment opportunity, anti-discrimination and harassment legislation
occupational health and safety legislation
consumer legislation
environment legislation
risk management guidelines
ethics and accountability standards
public sector standards
fraud control standards
government security standards
organisational client service standards
client service charter
organisational policy, procedures and protocols
Service delivery occurs within:
protocols
duty of care responsibility
codes of conduct
framework of accountability
client service charter
Communication techniques may include:
active listening
using open and/or closed questions
speaking clearly and concisely
varying language and tone of voice to suit the audience and purpose
giving clients full attention
maintaining eye-contact when culturally appropriate (for face-to-face interactions)
using non-verbal communication (for face-to-face interactions) such as:
body language
personal presentation.
using clear, legible writing
handling sensitive and confidential issues
Negotiation may include:
effective listening
questioning
constructive feedback
issues identification
exploring options
identifying areas of agreement
recording agreements
non-verbal as well as verbal communication
culturally appropriate strategies, language and non-verbal cues
Accountability requirements may include:
client service records
client feedback procedures
refund policy
grievance procedures
complaints register
Assistance may include:
advice
mentoring
coaching
training

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
PSPGOV403B Use resources to achieve work unit goals
PSPGOV406B Gather and analyse information
PSPGOV408A Value diversity
PSPGOV411A Deal with conflict
PSPGOV412A Use advanced workplace communication strategies
PSPGOV422A Apply government processes
PSPLEGN401A Encourage compliance with legislation in the public sector
PSPOHS401B Implement workplace safety procedures and programs
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 Employability Skills as they relate to this unit
client services delivered and monitored 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 client service delivery
case studies and workplace scenarios to capture the range of client service delivery situations 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 delivering client services, including coping with difficulties, irregularities and breakdowns in routine
client services delivered and monitored 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.
Some assessment of this unit may be carried out in languages other than English where an officer is working with specific language groups.
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 workplace and 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