Unit of competency Outline
Date retreived
22/07/2026 5:01 AM AWST
22/07/2026 5:01 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.
Contribute to an integrated service delivery program
Contribute to an integrated service delivery program
Unit of competency
National Code
PSPCRT413A
PSPCRT413A
State Code
D3679
D3679
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
04/07/2014
Field of Education
080315 - Project Management
Original Release Date
04/07/2014
Nominal Hours
25
Description
This unit covers the ability to participate effectively as a member of an integrated service delivery program where a number of organisations collaborate to deliver services.In practice, this requires identifying and complying with a range of legislative, procedural and policy requirements.In the workplace, staff must be able to contribute productively to team relationships in an environment where there are competing legislative, procedural and policy requirements for team members. They must be able to develop positive collaborative relationships and contribute to the achievement of team and program goals and deliverables, in addition to complying with the requirements of their own organisation.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Identify program roles and responsibilities.
- 1.1. Identify program stakeholders and partners and agreed roles and responsibilities.
- 1.2. Identify agreed program objectives, services, operational procedures, reporting requirements, documentation and performance standards.
- 1.3. Determine own roles and responsibilities from legislation, regulations, organisational procedures and/or service agreements and communicate according to organisational requirements.
- 1.4. Identify outcomes and objectives of program for own organisation.
- 1.5. Identify agreed priorities for service delivery and agreed assessment protocols for eligibility for program services.
2. Establish positive collaborative relationships.
- 2.1. Generate stakeholder and partner trust, confidence and support by demonstrating a high standard of personal performance and conduct.
- 2.2. Use communication strategies to represent your organisation positively to stakeholders and partners.
- 2.3. Clarify and discuss objectives, skills and expertise of all stakeholders and partners to promote understanding and enhance collaboration.
- 2.4. Make decisions in consultation with relevant stakeholders and partners where appropriate.
- 2.5. Participate in processes to resolve conflict in a fair, equitable and collaborative manner.
3. Support implementation of integrated service delivery program.
- 3.1. Provide services according to agreed standards of delivery.
- 3.2. Maintain systems, records, documentation and reporting procedures as required.
- 3.3. Recognise limits of own expertise, obligations and legal accountability, and access appropriate sources of authority and/or expertise as required.
- 3.4. Identify and address issues, concerns and problems identified by program stakeholders, partners and clients with relevant persons using appropriate procedures.
4. Share and disclose client information appropriately.
- 4.1. Consent to receive services and exchange personal information is obtained from stakeholders, partners and clients according to organisational policy and procedures.
- 4.2. Provide information to others in accordance with legislation, regulations, organisational procedures, standards, codes of practice and/or service agreements.
- 4.3. Identify and apply legal limits of information sharing before providing information.
- 4.4. Liaise with stakeholders and partners to ensure appropriate handover of clients and/or client information when required.
- 4.5. Implement protocols for internal and external distribution of information to ensure appropriate individual and organisational confidentiality is maintained.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Stakeholders and partners may include:
external agencies under contract
government departments
police
local councils
individuals
community representatives
welfare and other associated agencies
treatment centres, including:
drug and alcohol
mental health
Assessment protocols may include:
medical or professional referral
presiding officer referral or order
interview with applicant for services
application form
means testing
Communication strategies may include:
active listening
positive non-verbal actions
timeliness
plain English
accurate information
Legal accountability may include:
provide services
provide information
change hearing dates
lodge documents
Relevant persons may include:
agreed mediator
own supervisor or manager
program director
Stakeholders and partners may include:
external agencies under contract
government departments
police
local councils
individuals
community representatives
welfare and other associated agencies
treatment centres, including:
drug and alcohol
mental health
Assessment protocols may include:
medical or professional referral
presiding officer referral or order
interview with applicant for services
application form
means testing
Communication strategies may include:
active listening
positive non-verbal actions
timeliness
plain English
accurate information
Legal accountability may include:
provide services
provide information
change hearing dates
lodge documents
Relevant persons may include:
agreed mediator
own supervisor or manager
program director
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessment must confirm the ability to:
identify personal role and responsibilities for integrated service delivery program and the role and responsibilities of:
individual's own organisation as a whole
other individuals and organisations involved in integrated service delivery program
understand the extent and limitation of programs and apply eligibility criteria
interact professionally with integrated service delivery program stakeholders
deliver services according to organisational standards, requesting assistance as appropriate
apply information sharing and privacy protocols
Consistency in performance
Competency should be demonstrated by delivering services in a range of settings over time.
Context of and specific resources for assessment
Assessment must comply with:
applicable regulations and codes
workplace procedures and protocols
Access may be required to:
a workplace environment or one that closely resembles normal work practices and replicates the range of conditions likely to be encountered when implementing an integrated service delivery program, including coping with difficulties, irregularities and breakdowns in routine
relevant legislation, policy and procedures for stakeholders and partners of the integrated service delivery program
specific court practice procedures, agreements, plans and policy for an integrated service delivery program
scenarios and/or case studies to capture the range of situations and issues likely to be encountered
relevant communication and reporting systems
Guidance information for assessment
The following assessment methods are suggested:
oral questioning about relevant programs, roles of stakeholders, and eligibility criteria
observation of the candidate providing services in a range of contexts to ensure achievement of the unit outcomes
feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures
review of records completed by candidate or reports of performance
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessment must confirm the ability to:
identify personal role and responsibilities for integrated service delivery program and the role and responsibilities of:
individual's own organisation as a whole
other individuals and organisations involved in integrated service delivery program
understand the extent and limitation of programs and apply eligibility criteria
interact professionally with integrated service delivery program stakeholders
deliver services according to organisational standards, requesting assistance as appropriate
apply information sharing and privacy protocols
Consistency in performance
Competency should be demonstrated by delivering services in a range of settings over time.
Context of and specific resources for assessment
Assessment must comply with:
applicable regulations and codes
workplace procedures and protocols
Access may be required to:
a workplace environment or one that closely resembles normal work practices and replicates the range of conditions likely to be encountered when implementing an integrated service delivery program, including coping with difficulties, irregularities and breakdowns in routine
relevant legislation, policy and procedures for stakeholders and partners of the integrated service delivery program
specific court practice procedures, agreements, plans and policy for an integrated service delivery program
scenarios and/or case studies to capture the range of situations and issues likely to be encountered
relevant communication and reporting systems
Guidance information for assessment
The following assessment methods are suggested:
oral questioning about relevant programs, roles of stakeholders, and eligibility criteria
observation of the candidate providing services in a range of contexts to ensure achievement of the unit outcomes
feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures
review of records completed by candidate or reports of performance
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWW30 | PSPCRT014 | Contribute to an integrated service delivery program | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J286 | PSP40412 | Certificate IV in Government (Court Services) | Qualification |