Public Sector - Draft 2

PSPGSD003 Conduct government service delivery interviews_validation

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Unit application and prerequisites

UNIT CODE

PSPGSD003

UNIT TITLE

Conduct government service delivery interviews

APPLICATION

This unit describes the performance outcomes, skills and knowledge required to conduct interviews relating to government service delivery.

 

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, performing routine tasks in a familiar context.

 

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 or certificate requirements apply to this unit at the time of publication.

PREREQUISITE UNIT

Nil

COMPETENCY FIELD

Government service delivery

UNIT SECTOR

 

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Elements and performance criteria

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

  1. Undertake interviews
    1. Prepare for interview.
    2. Discuss and adhere to meeting structures, timeframes and protocols.
    3. Employ communication strategies and questioning techniques to obtain information from interviewee.
    4. Use problem-solving skills to test and confirm the reliability of the information provided, and review and clarify information to ensure its relevance and sufficiency.
    5. Communicate outcomes of interactions with interviewees.
  1. Ensure compliance
    1. Identify and explain legislation requirements and entitlements.
    2. Explain consequences of non-compliance.
    3. Confirm interviewees’ understanding of compliance requirements and the consequences of non-compliance and clarify any issues.
    4. Refer to more senior staff if interviewees do not accept and comply with legislative requirements.
    5. Maintain records of interviews.

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Foundation skills

FOUNDATION SKILLS

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

SKILLS

DESCRIPTION

Writing skills to:

  • document factual record on interview.

Oral communication skills to:

  • ask open and closed question to gather and confirm information from interviewee
  • participate in a variety of spoken exchanges with a range of audiences varying structure, content and language to suit the audience.

Problem-solving skills to:

  • identify verbal and non-verbal signs of conflict or aggression misunderstanding.

Technology skills to:

  • use main features and functions of technology and software programs to complete work tasks.

UNIT MAPPING INFORMATION

Release 1: Supersedes and is equivalent to PSPGSD003 Conduct government service delivery interviews.

LINKS

Companion Volume Implementation Guide

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Performance evidence

TITLE

Assessment Requirements for PSPGSD003 Conduct government service delivery interviews

PERFORMANCE EVIDENCE

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and on at least one occasion:

  • read complex, formal documents including legislation and guidelines
  • gather and analyse information using communication strategies and questioning techniques
  • apply workplace safety procedures in the context of government service delivery interviews
  • identify and explain legislation requirements and entitlements using language, materials and support to suit the needs of interviewees.

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Knowledge evidence

KNOWLEDGE EVIDENCE

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

  • applicant circumstances and complexity of needs in the context of government service delivery
  • legal requirements relating to interviewing in a government service delivery context
  • legislation requirements and entitlements
  • interview techniques
  • communication methods suited to the audience and workplace environment
  • legislation, policy, procedures and protocols relating to  government service delivery.

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Assessment conditions

ASSESSMENT CONDITIONS

Skills must be demonstrated in either a:

  • workplace environment or
  • simulated environment.

 

Simulated assessment environments must simulate the real-life working environment where the skills and knowledge within this unit would be utilised, with all the relevant equipment and resources of that working environment.

 

Assessment must ensure access to:

  • legislation, policy, procedures and protocols relating to government service delivery.

 

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

LINKS

Companion Volume Implementation Guide

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