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.
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
fraud control standards
government security standards
organisational policy, procedures and protocols
Clients may be:
internal
external
individual members of the public
other agencies and community groups
other work areas of the organisation
individual members of the organisation
senior management
Client services are:
specific to the organisation, within the capabilities and resources of the organisation
Communication techniques may include:
active listening
using open and/or closed questions
speaking clearly and concisely
varying language and tone of voice to suit the audience and purpose
giving clients full attention
maintaining eye-contact (for face-to-face interactions) if culturally appropriate
non-verbal communication (for face-to-face interactions) such as:
body language
personal presentation
clear, legible writing
handling of sensitive and confidential issues
Specific needs may relate to:
disabilities
language
ethnicity
gender
culture
age
remote location
Difficult situations may require:
negotiation techniques including:
effective listening
questioning
constructive feedback
issues identification
exploring options
identifying areas of agreement
recording agreements
non-verbal as well as verbal communication
culturally appropriate strategies, language and non-verbal cues.
conflict resolution
expert assistance, such as interpreting service, counselling service, ethnic support worker, etc
referral to senior staff

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:
PSPGOV201B Work in a public sector environment
PSPGOV202B Use routine workplace communication techniques
PSPGOV204B Access and use resources
PSPGOV206B Handle workplace information
PSPGOV207B Use technology in the workplace
PSPGOV208A Write routine workplace materials
PSPOHS201B Follow workplace safety procedures
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
client service delivery 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 service in the public sector
case studies and workplace scenarios to capture the range of client service situations likely to be encountered
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 delivering a service to clients, including coping with difficulties, irregularities and breakdowns in routine
client service delivery 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.
Some assessment of this unit may be carried out in languages other than English where an officer is working with specific language groups.
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
demonstration
observation
portfolios
questioning
scenarios
simulation or role plays
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