Identify and select government service delivery options

Unit of competency Outline

Date retreived
23/07/2026 11:35 AM 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.

Unit of competency

National Code
PSPGSD013

State Code
ODX49

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

Description

This unit describes the performance outcomes, skills and knowledge required to select and offer government service delivery options to meet the needs of eligible applicants. This unit applies to those working in public sector roles but may be applied to anyone working in a similar organisational context. Those undertaking this unit work independently within a team, performing complex tasks in a range of 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. 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 to service delivery.
1.3. Establish and maintain professional rapport and mutual respect with applicant.

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 the provision of 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 team strategies to deliver government services to the public.
2.5. Identify and provide information about service options that match documented needs.

3. Match service delivery to needs.

3.1. Use documented information identify best fit service option.
3.2. Identify and address issues.
3.3. Obtain consent to receive services and exchange personal information in accordance with organisational procedures.
3.4. Make a service offer based on up to date information about 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 and issues.

4.1. Promote positive participation in questioning and conversations through effective communication.
4.2. Encourage open expression of thoughts and ideas.
4.3. Undertake negotiation and accept and consider differences in views.
4.4. Identify issues where assistance is required and obtain advice from supervisor.
4.5. Apply conflict resolution strategies to deal with aggression.

5. Make referrals.

5.1. Obtain support where there is a complexity of needs or there are issues outside the area of own responsibility.
5.2. Establish and maintain networks to ensure referrals to appropriate personnel or services.
5.3. Provide assistance with access to services from within and outside the organisation.

No information

Replaces

State Code	National Code	Title	Type
AWV16	PSPGSD001	Identify and select government service delivery options	Unit of competency

State Code	National Code	Title	Type
BHO9	PSP40122	Certificate IV in Government	Qualification