Unit of competency Outline

Date retreived
22/07/2026 8:47 PM AWST

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Assist self-management of government service offers

Assist self-management of government service offers

Unit of competency
National Code
PSPGSD017
State Code
ODW81
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
03/04/2022
View on TGA
State Implementation and Classification
Approved Date
08/07/2022
Field of Education
080313 - Public And Health Care Administration
Original Release Date
08/07/2022
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to assist recipients of government benefits and entitlements to manage their own service offers. This unit applies to those working as customer service officers providing assistance to government benefit recipients. Those undertaking this unit work independently and may have supervisory responsibilities. They perform complex tasks in familiar contexts.The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Provide personalised service.
  • 1.1. Ensure service offers are relevant to circumstances and comply with government service legislation, policy, procedures and protocols.
  • 1.2. Deal with enquiries related to the service offers.
  • 1.3. Provide accurate general information about payments and services.
  • 1.4. Provide streaming and referrals to other internal advisers based on individual needs.
2. Maintain detailed service plans.
  • 2.1. Use accurate and up to date information about individuals, service options and the service being delivered as the basis of service delivery.
  • 2.2. Identify and resolve payment-related issues.
  • 2.3. Initiate interventions as indicated by history or need.
  • 2.4. Apply established quality and accuracy standards for all records.
3. Manage mutual obligations and breaching.
  • 3.1. Monitor progress against agreed plans.
  • 3.2. Record, maintain and apply government service information to future dealings.
  • 3.3. Raise debts, and waive or finalise, in accordance with organisational guidelines.
4. Respond to changes in need.
  • 4.1. Reassess service offers in response to changing circumstances and needs.
  • 4.2. Identify and report situations of risk, potential risk or urgent need.
  • 4.3. Liaise with other staff to ensure changes to service offers are made in accordance with agreed requirements and to arrange handovers when required.
No information
No information
Replaces
State Code National Code Title Type
AWV12 PSPGSD007 Assist self-management of government service offers Unit of competency
State Code National Code Title Type
BHO9 PSP40122 Certificate IV in Government Qualification