Unit of competency Outline
Date retreived
22/07/2026 7:12 AM AWST
22/07/2026 7:12 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.
Manage the emergent dynamics of government service delivery
Manage the emergent dynamics of government service delivery
Unit of competency
National Code
PSPGSD502A
PSPGSD502A
State Code
C8143
C8143
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
Field of Education
080313 - Public And Health Care Administration
Original Release Date
Nominal Hours
50
Description
This unit covers contingency management in a government service delivery environment. It includes managing government service reception, dealing with complaints and aggression, and assuring public safety in a government service delivery environment.In practice, managing emergent dynamics may overlap with other generalist and specialist work activities, such as working ethically, complying with legislation, monitoring and maintaining workplace safety, etc.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Manage government service reception
- 1.1 Reception and/or front office functions and efficiency are established and monitored in accordance with organisational policy and procedures.
- 1.2 The effectiveness of queuing strategies is monitored and evaluated, and responses are made to peak demand periods to minimise impact on individuals.
- 1.3 Items and information available to the public in government service delivery sites are maintained in accordance with organisational policy and procedures.
2. Deal with complaints and aggression
- 2.1 The complex needs and challenges facing individuals accessing government service delivery are recognised and catered for.
- 2.2 Ongoing satisfaction is monitored and the concerns of dissatisfied and aggrieved individuals are identified.
- 2.3 Established frameworks for resolving conflict and aggression in government service delivery are identified and applied.
- 2.4 Action to resolve identified issues is reviewed and agreed with individuals, within the bounds of legislation, processes and guidelines.
- 2.5 Referrals are made, in consultation with the individual and specialist service providers.
3. Assure public safety in a government service delivery environment
- 3.1 A risk management and response plan for potential emergencies or crises is developed and implemented as required.
- 3.2 Relevant emergency services are accessed when required.
- 3.3 Affected parties are debriefed in accordance with operational policy and procedures.
- 3.4 A record of any incidents is completed in accordance with legal and organisational requirements.
RANGE STATEMENT
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.
Front office functions may include:
reception
bookings
switchboard operation
face-to-face client contact
first point of contact
Queuing strategiesmay include:
local/area office guidelines and processes
Response in peak demandsmay be affected by:
staffing schedules
implementation of queuing strategies
Government service deliverymay be:
single agency
multi-site
whole of government (one tier, or all three)
Complex needs and challenges may include:
homelessness
domestic violence
diversity issues
disability
substance abuse
English language, literacy and numeracy skills
Action to resolve issuesmay include:
mediation
implementation of local customer aggression practices
intervention
Legislation, processes and guidelinesmay 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
Centrelink Development Agreement 2002 - 2005, or as revised
Specialist service providersmay include:
psychologists
social workers
community workers
job network members
counsellors
health professionals
job network providers
Emergency servicesmay include:
police
ambulance
building security personnel
government security advisers
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.
Front office functions may include:
reception
bookings
switchboard operation
face-to-face client contact
first point of contact
Queuing strategiesmay include:
local/area office guidelines and processes
Response in peak demandsmay be affected by:
staffing schedules
implementation of queuing strategies
Government service deliverymay be:
single agency
multi-site
whole of government (one tier, or all three)
Complex needs and challenges may include:
homelessness
domestic violence
diversity issues
disability
substance abuse
English language, literacy and numeracy skills
Action to resolve issuesmay include:
mediation
implementation of local customer aggression practices
intervention
Legislation, processes and guidelinesmay 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
Centrelink Development Agreement 2002 - 2005, or as revised
Specialist service providersmay include:
psychologists
social workers
community workers
job network members
counsellors
health professionals
job network providers
Emergency servicesmay include:
police
ambulance
building security personnel
government security advisers
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:
PSPETHC501B Promote the values and ethos of public service
PSPGOV507A Undertake negotiations
PSPGOV508A Manage conflict
PSPGOV511A Provide leadership
PSPGOV516A Develop and use emotional intelligence
PSPGOV517A Coordinate risk management
PSPGSD501A Develop and implement procedures for government service delivery
PSPGSD503A Provide specialist technical service delivery
PSPLEGN501B Promote compliance with legislation in the public sector
PSPOHS501A Monitor and maintain workplace safety
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)
management of emergent dynamics in a range of (3 or more) government service delivery 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 managing emergent dynamics, including coping with difficulties, irregularities and breakdowns in routine
management of emergent dynamics in a range of (3 or more) government service delivery 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
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:
PSPETHC501B Promote the values and ethos of public service
PSPGOV507A Undertake negotiations
PSPGOV508A Manage conflict
PSPGOV511A Provide leadership
PSPGOV516A Develop and use emotional intelligence
PSPGOV517A Coordinate risk management
PSPGSD501A Develop and implement procedures for government service delivery
PSPGSD503A Provide specialist technical service delivery
PSPLEGN501B Promote compliance with legislation in the public sector
PSPOHS501A Monitor and maintain workplace safety
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)
management of emergent dynamics in a range of (3 or more) government service delivery 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 managing emergent dynamics, including coping with difficulties, irregularities and breakdowns in routine
management of emergent dynamics in a range of (3 or more) government service delivery 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
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 |
|---|---|---|---|
| AWV08 | PSPGSD011 | Manage the emergent dynamics of government service delivery | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J301 | PSP50112 | Diploma of Government | Qualification |