Unit of competency Outline
Date retreived
22/07/2026 12:13 PM AWST
22/07/2026 12:13 PM 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.
Provide specialist technical service delivery
Provide specialist technical service delivery
Unit of competency
National Code
PSPGSD503A
PSPGSD503A
State Code
C8144
C8144
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
60
Description
This unit covers the application of 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.In practice, managing a technical specialist workload may overlap with other generalist and specialist work activities, such as doing research, working ethically, complying with legislation, developing client services, leading a workgroup, etc.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication
Notes
Elements and Performance Criteria
1. Facilitate application of complex legislation, policy and guidelines
- 1.1 Legislation is interpreted in relation to complex income and asset determinations, qualifications and eligibility.
- 1.2 Policy and guidelines are reviewed in relation to legislated requirements relating to complex investment and financial arrangements.
- 1.3 High-level investigative and decision making skills are applied in the application of legislation, policy and guidelines.
- 1.4 Consultancy services regarding complex issues are tailored and provided to service delivery staff in accordance with their needs and experience.
- 1.5 Training is provided in business structures and related income and assets test issues to other service delivery staff.
2. Establish and manage the relationship between the organisation and other service sectors
- 2.1 Relationships are developed and maintained with other service sectors that can assist government service users.
- 2.2 Advice is obtained on the interpretation of policy, instructions and legislation regarding issues relating to income and assets tests, as applied in complex financial and business arrangements.
- 2.3 Advice is provided to government service users, their representatives and the welfare services sector on the interpretation of policy, instructions and legislation on issues relating to income and assets tests as applied in complex financial and business arrangements.
- 2.4 Contact is brokered between government service users, their representatives and the financial services sector on issues which involve the income and assets test as applied in complex financial and business arrangements.
3. Handle complex cases
- 3.1 Technical, policy and administrative knowledge is applied to assess the entitlements of government service users with complex needs.
- 3.2 Complex issues are analysed and investigated in accordance with organisational policy and procedures.
- 3.3 Service offers for individuals with complex needs are routinely assessed and reviewed under organisational mechanisms and legislation.
- 3.4 Delegations are exercised to make determinations of entitlements and obligations.
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.
Legislation, policy and guidelines may 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
Consultancy servicesmay include:
external service providers and businesses such as:
psychologists
social workers
community workers
job network members
counsellors
health professionals
job network providers
Service delivery staffmay include:
customer service officers
authorised review officers
financial information officers
personal advisers
other specialists
Business structures may include:
internal organisation structures
external service providers and businesses
Other service sectorsmay include:
financial services sector
welfare sector
Complex needsmay include:
homelessness
domestic violence
diversity issues
disability
substance abuse
English language, literacy and numeracy skills
Legislation, policy and guidelines may 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
Consultancy servicesmay include:
external service providers and businesses such as:
psychologists
social workers
community workers
job network members
counsellors
health professionals
job network providers
Service delivery staffmay include:
customer service officers
authorised review officers
financial information officers
personal advisers
other specialists
Business structures may include:
internal organisation structures
external service providers and businesses
Other service sectorsmay include:
financial services sector
welfare sector
Complex needsmay include:
homelessness
domestic violence
diversity issues
disability
substance abuse
English language, literacy and numeracy skills
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:
PSPCOM503A Build and maintain community relationships
PSPETHC501B Promote the values and ethos of public service
PSPGOV502B Develop client services
PSPGOV504B Undertake research and analysis
PSPGOV505A Promote diversity
PSPGOV511A Provide leadership
PSPGSD501A Develop and implement procedures for government service delivery
PSPGSD502A Manage the emergent dynamics of government service delivery
PSPLEGN501B Promote 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)
provision of specialist technical services 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 guidelines relating to specialist technical 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 providing specialist technical service delivery, including coping with difficulties, irregularities and breakdowns in routine
provision of specialist technical services in a range of (3 or more) government service delivery contexts
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:
PSPCOM503A Build and maintain community relationships
PSPETHC501B Promote the values and ethos of public service
PSPGOV502B Develop client services
PSPGOV504B Undertake research and analysis
PSPGOV505A Promote diversity
PSPGOV511A Provide leadership
PSPGSD501A Develop and implement procedures for government service delivery
PSPGSD502A Manage the emergent dynamics of government service delivery
PSPLEGN501B Promote 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)
provision of specialist technical services 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 guidelines relating to specialist technical 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 providing specialist technical service delivery, including coping with difficulties, irregularities and breakdowns in routine
provision of specialist technical services in a range of (3 or more) government service delivery contexts
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 |
|---|---|---|---|
| AWV05 | PSPGSD012 | Provide specialist technical service delivery | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J301 | PSP50112 | Diploma of Government | Qualification |