Elements and Performance Criteria

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.
Clients may include:
individual members of the public
other agencies, community groups and individuals
other work areas of the organisation
work colleagues
senior management
Specific client needs may include:
disabilities
language
ethnicity
gender
culture
age
remote location
Legislation, policy and procedures may include:
State/Territory and Commonwealth legislation and regulations such as:
public sector management acts
financial management acts
privacy legislation
equal employment opportunity, anti-discrimination and harassment legislation
occupational health and safety legislation
consumer legislation
environment legislation
risk management guidelines
ethics and accountability standards
public sector standards
client service charters
fraud control standards
government security standards
organisational policy, procedures and protocols
Negotiation may include:
effective listening
questioning
constructive feedback
issues identification
options exploration
areas of agreement identification
agreement recording
non-verbal as well as verbal communication
culturally appropriate strategies, language and non-verbal cues

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
PSPGOV503B Coordinate resource allocation and usage
PSPGOV504B Undertake research and analysis
PSPGOV505A Promote diversity
PSPGOV507A Undertake negotiations
PSPGOV508A Manage conflict
PSPGOV511A Provide leadership
PSPGOV512A Use complex workplace communication strategies
PSPGOV514A Facilitate change
PSPGOV516A Develop and use emotional intelligence
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 Employability skills as they relate to this unit
development of client services 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 client services
case studies and workplace scenarios to capture the range of situations likely to be encountered when developing client services
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 developing client services, including coping with difficulties, irregularities and breakdowns in routine
development of client services 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
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