This unit describes the skills required to apply technical, policy and administrative knowledge to handle complex cases in a government service delivery environment. It includes facilitating application of complex legislation, policy and guidelines, establishing and managing the relationship between the organisation and other service sectors, and handling complex cases.This unit applies to those working in public sector roles but may be applied to anyone working in a similar organisational context.The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.Those undertaking this unit would work autonomously in consultation with others as necessary, performing complex tasks in a range of familiar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication.