Unit of competency Outline
Date retreived
22/07/2026 5:51 AM AWST
22/07/2026 5:51 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.
Assist self-management of government service offers
Assist self-management of government service offers
Unit of competency
National Code
PSPGSD407A
PSPGSD407A
State Code
C8139
C8139
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 provision of assistance to recipients of government benefits and entitlements with managing their own service offers. This assistance is typically provided by customer service officers. The unit includes providing personalised service, maintaining detailed service plans, managing mutual obligations and breaching, and responding to changes in need.In practice, assisting with self-management of government service offers may overlap with other generalist and specialist work activities, such as working ethically, complying with legislation, applying government processes, gathering and analysing information etc.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Provide personalised service
- 1.1 Personal interaction is employed to ensure that service offers remain relevant to circumstances.
- 1.2 Enquiries related to the service offers are dealt with in accordance with organisational policy and procedures.
- 1.3 General information about payments and services is provided on request.
- 1.4 Streaming and referrals to other internal advisers are provided in accordance with needs and organisational guidelines.
2. Maintain detailed service plans
- 2.1 Accurate and up-to-date information about individuals, service options and the service being delivered, is used as the basis of service delivery.
- 2.2 Payment-related issues are identified and resolved in accordance with legislation, policies and guidelines.
- 2.3 Interventions are initiated, as indicated by history or need.
- 2.4 Established quality and accuracy standards are applied for all records.
3. Manage mutual obligations and breaching
- 3.1 Progress against agreed plans is monitored.
- 3.2 Government service information is recorded, maintained and applied to future dealings so service developments are well-informed and appropriate.
- 3.3 Debts are raised, and waived or finalised, when required, in accordance with legislation, policy and procedures.
4. Respond to changes in need
- 4.1 Service offers are routinely reassessed in the light of changing circumstances and needs.
- 4.2 Situations of risk, potential risk or urgent need are identified and reported promptly in accordance with organisational procedures.
- 4.3 Liaison is undertaken with other staff to ensure changes to service offers are made in line with agreed requirements and to arrange handovers when required.
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.
A service offer refers to:
appropriate government benefit and/or service
Streaming refers to:
workload and case management arrangements applied to similar service delivery functions
Internal advisers may include:
multicultural service officers
indigenous service officers
disability officers
complex assessment officers
financial information service officers
jobs education and training advisers
Payment-related issuesmay include:
late payments
over-payments
under-payments
Legislation, policies and guidelinesmay include:
statutory or legislative provisions
Centrelink Development Agreement 2002 - 2005, or as revised
Situations of risk, potential risk or urgent needmay include:
homelessness
domestic violence
prison release
substance abuse
illiteracy
differing cultural expectations
severe disability
A service offer refers to:
appropriate government benefit and/or service
Streaming refers to:
workload and case management arrangements applied to similar service delivery functions
Internal advisers may include:
multicultural service officers
indigenous service officers
disability officers
complex assessment officers
financial information service officers
jobs education and training advisers
Payment-related issuesmay include:
late payments
over-payments
under-payments
Legislation, policies and guidelinesmay include:
statutory or legislative provisions
Centrelink Development Agreement 2002 - 2005, or as revised
Situations of risk, potential risk or urgent needmay include:
homelessness
domestic violence
prison release
substance abuse
illiteracy
differing cultural expectations
severe disability
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
PSPGSD403A Conduct government service delivery interviews
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)
assistance with self-management of government service offers 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 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 assisting with self management of government service delivery, including coping with difficulties, irregularities and breakdowns in routine
assistance with self-management of government service offers 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
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:
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
PSPGSD403A Conduct government service delivery interviews
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)
assistance with self-management of government service offers 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 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 assisting with self management of government service delivery, including coping with difficulties, irregularities and breakdowns in routine
assistance with self-management of government service offers 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
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 |
|---|---|---|---|
| AWV12 | PSPGSD007 | Assist self-management of government service offers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J283 | PSP40112 | Certificate IV in Government | Qualification |