This unit describes the skills required by staff working as the first point of contact between applicants and the government, to introduce the government service delivery model. It includes agreeing on the initial service offer, establishing or updating of accounts, and providing personalised service.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 in consultation with others as required, performing complex tasks in a familiar context.No licensing, legislative or certification requirements apply to unit at the time of publication.