Elements and Performance Criteria

Government includes:
Federal
State
Local

Contracts include:
Contracts to deliver employment services entered into with government

Contractual requirements include, but are not limited to:
Types of contracted services/business streams
Service delivery methods
Standards for documentation/ record keeping and for management of information
Performance requirements (quantitative and qualitative), performance milestones
Performance analysis methods, including audit processes
Legislation relevant to delivery of employment services
Codes of Conduct/ Practice
Duty of Care provisions
Conflicts of interest
Fees, payment processes and schedules; payable and non payable outcomes
Fraud prevention measures
Contract dispute processes
Penalties and implications of non-compliance with contractual requirements

Relevant legislation relates to, but is not limited to:
Privacy Act
Trade Practices Act
Social Security Act
Disability Services Act
Employment Agents Act
Federal legislation that addresses discrimination, e.g. Disability Discrimination Act, Race Discrimination Act, Sex Discrimination Act
State legislation relating to Anti-Discrimination
Financial Management and Accountability Act
Crimes Act
Corporations law
Archives Act
Freedom of Information
Workplace Relations Act
Human Rights and Equal Opportunity
Occupational Health and Safety

Monitoring mechanisms can include, but are not limited to:
Records and reports of work achievements against performance standards and measures
Internal audit processes
Regularly scheduled statistical monitoring of performance using organisational information systems
Random checking of files and other documentation, both hard copy and electronic
Customer surveys/ follow up
Complaint registers

Follow up action to address performance shortfalls may include, but are not limited to:
Strategies in accordance with work group business and performance improvement plans
Quality and continuous improvement processes of the organisation
Skill and knowledge development of individuals and groups
Process improvement strategies
Clarification of roles and performance expectations relating to individuals and groups
Team effectiveness improvement measures
Communication improvement strategies

Government audit requirements may include access to the following, but are not limited to:
Case files, hard copy and electronic
Client and employer records of all types
Complaints register and policy
Client feedback processes
Information on record management
Details of assistance provided to clients and employer
Claim records
Fraud prevention processes

Critical aspects of assessment must include:
Demonstrates an understanding of the relevance of key contractual requirements to own role and responsibilities, and those of the work group
Compliance with the contract is monitored via a range of appropriate methods
Plans, processes and procedures are adjusted to improve performance against key contractual requirements
Demonstrates an understanding of government audit processes and requirements

Essential knowledge required includes:
Contractual requirements
Codes of Conduct/Practice
Organisational policies and procedures pertaining to contract compliance
Relevant legislation
The principles of anti-discrimination, duty of care, ethical behaviour, natural justice
Implications for organisation and self of non-compliance with contractual requirements
Negotiation skills and dispute resolution
Performance monitoring and quality assurance processes and benchmarking

Essential skills required include:
Skills to access contractual documentation and relevant organisational policies and procedures
Oral communication skills (language competence) required to liaise with stakeholders and members of work group, to provide and elicit information from clients and employers, and to report on potential instances of non compliance
Written communication skills (literacy competence) ranging from reading and understanding contracts and organisational policies and procedures to preparing case notes, documenting needs/ requirements of clients and employers, to preparing correspondence, reports and business documents
Interpersonal skills required include working with others, displaying empathy with clients and an ability to relate to persons from diverse backgrounds and with a wide range of barriers to employment.
Problem solving skills required include an ability to use available resources, analyse information and make decisions to improve service delivery that reflect an understanding of contractual requirements
Planning skills to ensure service delivery arrangements meet contractual requirements, to allocate resources effectively and to monitor achievement of plans
Organisational skills to present files and information for government audit staff
Technology skills to use business equipment and software

Resource implications:
Access to appropriate workplace where assessment can be conducted or simulation of realistic workplace setting for assessment
Access to equipment and resources normally used in the workplace

Method of assessment:
Observations
Questioning
Project
Written assignment
Evidence gathered from the workplace environment
Demonstration over a period of time to ensure consistency of performance

Context of assessment:
Evidence must include observation of performance in the work environment or in a simulated work setting.