This unit describes the skills required to provide assistance to recipients of government benefits and entitlements with managing their own service offers. This includes providing personalised service, maintaining detailed service plans, managing mutual obligations and breaching, and responding to changes in need.This unit applies to those working as customer service officers providing assistance to government benefit recipients.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 with supervision responsibilities, while performing complex tasks in familiar contexts.No licensing, legislative or certification requirements apply to unit at the time of publication.