Unit of competency Outline

Date retreived
23/07/2026 5:51 AM AWST

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Identify and select government service delivery options

Identify and select government service delivery options

Unit of competency
National Code
PSPGSD001
State Code
AWV16
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/03/2016
View on TGA
State Implementation and Classification
Approved Date
21/07/2016
Field of Education
080313 - Public And Health Care Administration
Original Release Date
21/07/2016
Nominal Hours
40
Description
This unit describes the skills required to select and offer government service delivery options to meet the needs of eligible applicants. It includes assessing the need for government services, identifying available options, addressing issues, and matching service delivery to the best service option or making referrals if required.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 independently within a team, performing complex tasks in a range of familiar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication.
Notes
Elements and Performance Criteria
1. Assess the need for government services
  • 1.1 Assess applicant circumstances and needs for complexity, urgency and eligibility and identify priorities for service delivery.
  • 1.2 Identify and assess barriers.
  • 1.3 Establish and maintain professional rapport and mutual respect.
  • 1.4 Provide information about the range of servicesavailable.
2. Identify government service delivery options
  • 2.1 Obtain, record and validate personal details and relevant information about circumstances and environment.
  • 2.2 Identify and explain statutory or legislative provisions related to government services.
  • 2.3 Follow and explain accepted practice, duty of care obligations and the code of conduct of the organisation.
  • 2.4 Identify and reflect internal expectations about how the team plans to deliver government services when interacting with the public.
  • 2.5 Identify service options that match documented needs.
3. Match service delivery to needs
  • 3.1 Use documented needs to identify the service option of best fit.
  • 3.2 Identify and address individual differences, safety and diversity issues.
  • 3.3 Obtain consent to receive services and exchange personal information.
  • 3.4 Make a service offer based on up-to-date information on available options, consistent with entitlements.
  • 3.5 Communicate own roles and responsibilities and the rights and obligations of those receiving government services.
4. Address concerns/issues
  • 4.1 Conduct questioning and conversation in a manner which promotes positive participation.
  • 4.2 Employ active listening to encourage open expression of thoughts and ideas.
  • 4.3 Undertake negotiation when necessary and accept and consider differences in views.
  • 4.4 Obtain and implement advice about communication difficulties from supervisor.
  • 4.5 Apply strategies to deal with aggression.
5. Make referrals
  • 5.1 Obtain support or refer where there is a complexity of needs or there are issues outside the area of responsibility.
  • 5.2 Establish and maintain networks to ensure referrals to appropriate services.
  • 5.3 Provide assistance with access to services from within and outside the organisation.
No information
No information
Replaces
State Code National Code Title Type
C8133 PSPGSD401A Identify and select government service delivery options Unit of competency
Replaced By
State Code National Code Title Type
ODX49 PSPGSD013 Identify and select government service delivery options Unit of competency
State Code National Code Title Type
AZX9 PSP40116 Certificate IV in Government Qualification