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Certificate IV in Government (Service Delivery) PSP40116

Overview

This qualification allows for the attainment of occupational specific competencies for those working in operational roles without supervision in the public sector. Graduates at this level will apply knowledge and skills to demonstrate autonomy, judgement, and limited responsibility with established parameters. This service delivery specialisation covers the skills required for those delivering government services in a public sector environment.

Qualification: Certificate IV in Government (Service Delivery) PSP40116
Program No: C4-SO33
Campus: CIT Bruce 
Duration: This qualification could be completed in 2 semesters part-time, supported by work-based learning.
Likely Job Outcome: Administrative Services Officer level 1 - 3 in the public sector, or equivalent under individual agency agreements.
Application Type: CIT Solutions
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Entry Requirements / How to Apply

You must be employed in or contracted to a public sector organisation.

WarningIMPORTANT
Before you apply/enrol

To study any course at CIT (excluding degrees and non-accredited training) you must have a Unique Student Identifier (USI). This includes new students and re-enrolling students.

If you don't have a USI that's ok, you can apply right now. It only takes two minutes, just go to usi.gov.au

Already have one? Great! Verify it in our student administration system now so your enrolment or graduation isn't delayed. (New CIT students will not be able to do this until they have been given their CIT number which will be given to you when you apply to study most CIT courses).

  1. Login to CIT Self Service
  2. Click on the link for USI
  3. Verify your USI

It's important that your first name, surname and date of birth in our student system match the ID you use to create your USI (eg if you are Christopher in USI database and Chris at CIT your USI will not verify).

If you need assistance you can go to Unique Student Identifier (USI), drop in to any CIT Library or CITSA office or contact CIT Student Services on 6207 3188.

Literacy Skills Information

We suggest that you will need Australian Core Skills Framework literacy levels of at least 3 across reading, writing, learning, oral communication and, depending on your program of study, numeracy skills to successfully complete this program. See below to check your literacy skills. If you do not have this level, you can still enrol and seek support to improve your skills or you may prefer to begin with the lower level program. Please visit Education and Community or phone (02) 6207 4872 to have a chat to one of our teachers.

Transition Information

Qualifications at CIT are regularly updated or replaced to meet current industry needs and maximise your employment opportunities. If this occurs while you are part way through a qualification, you may need to vary your learning to meet the new national requirements. CIT will aim to make this as smooth as possible for you.

Subject Cancellations/Changes

To ensure positive outcomes for all students, CIT may need to cancel or change classes at short notice. CIT will make every effort to inform students as soon as changes are made and will also make every effort to offer alternative arrangements for students to meet the requirements of the subject and complete their qualification. In an unfortunate instance when this cannot be met, you will receive a full refund. Please ensure you maintain current contact details via CIT Self Service or by contacting CIT Student Services at infoline@cit.edu.au.


Subject Information

For more information please contact CIT Solutions on (02) 6207 4444 or visit their website at citsolutions.edu.au.

Core - Complete all 6

  • PSPETH001  Uphold the values and principles of public service
    • CIT Code: PSAD110
      Description:

      This unit describes the skills required to demonstrate ethical conduct required of those in public service. It includes applying ethical standards and dealing with ethical problems.

      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 will generally work independently and as part of a team. They would perform routine tasks in a range of familiar contexts.

      Prerequisites: Nil
  • PSPGEN023  Deliver and monitor service to clients
    • CIT Code: PSAD116
      Description:

      This unit describes the skills required to identify client needs, deliver a service, monitor through feedback and then review the 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 be working under supervision, performing routine tasks in a range of familiar contexts.

      Prerequisites: Nil
  • PSPGEN029  Value diversity
    • CIT Code: PSAD202
      Description:

      This unit describes the skills required to value diversity in the workplace. It includes promoting the benefits of diversity and contributing to diversity outcomes.

      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 be working independently, possibly supervising others, performing complex tasks in a range of familiar contexts.

      Prerequisites: Nil
  • PSPGEN043  Apply government processes
    • CIT Code: PSAD204
      Description:

      This unit describes the skills required to apply government processes. It includes applying information relating to the machinery of government and knowledge of organisations protocols and functions.

      This unit applies to those working in generalist and specialist roles within the public sector.

      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 performing complex tasks in a range of familiar and unfamiliar contexts.

      Prerequisites: Nil
  • PSPLEG002  Encourage compliance with legislation in the public sector
    • CIT Code: PSAD205
      Description:

      This unit describes the skills required to encourage colleagues in the workplace to comply with legislation. It includes assisting others to comply with legislative requirements, and taking action on non-compliance.

      This unit applies to those working in generalist or specialist work activities where they need to identify, understand and comply with the legislative environment within which they work.

      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 may be working independently with some supervisory responsibilities while performing complex tasks in familiar contexts.

      Prerequisites: Nil
  • PSPPCY004  Support policy implementation
    • CIT Code: PSAD206
      Description:

      This unit describes the skills required to identify, implement and monitor relevant policy and report on implementation.

      This unit applies to public sector staff and other stakeholders working in a role where they are required to support policy implementation.

      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. They would perform routine tasks in a range of familiar contexts.

      Prerequisites: Nil

Electives - Complete minimum 1 of 3 subjects

Group A: Work health safety

  • BSBWHS201  Contribute to health and safety of self and others
    • CIT Code: OHSS200
      Description:

      This unit describes the skills and knowledge required to work in a manner that is healthy and safe in relation to self and others and to respond to emergency incidents. It covers following work health and safety (WHS) and emergency procedures and instructions, implementing WHS requirements and participating in WHS consultative processes.
      It applies to individuals who require a basic knowledge of WHS to carry out work in a defined context under direct supervision or with some individual responsibility, in a range of industry and workplace contexts.

      Prerequisites: Nil
  • BSBWHS301  Maintain workplace safety
    • CIT Code: OHSS201
      Description:

      This unit describes the skills and knowledge required to implement and monitor the organisation’s work health and safety (WHS) policies, procedures and programs as part of a small work team.
      The unit applies to individuals who have a key role in maintaining workplace safety in an organisation. In their role they closely monitor aspects of work associated with the safe delivery of products and services, and they have a responsibility for influencing safety in the workplace.

      Prerequisites: Nil
  • BSBWHS401  Implement and monitor WHS policies, procedures and programs to meet legislative requirements
    • CIT Code: OHSS206
      Description:

      This unit describes the skills and knowledge required to implement and monitor an organisation’s work health and safety (WHS) policies, procedures and programs in the relevant work area in order to meet legislative requirements.
      It applies to individuals with supervisory responsibilities for implementing and monitoring the organisation’s WHS policies, procedures and programs in a work area. These individuals have a broad knowledge of WHS policies and contribute well developed skills in creating solutions to unpredictable problems through analysis and evaluation of information from a variety of sources. They provide supervision and guidance to others and have limited responsibility for the output of others.

      Prerequisites: Nil

Electives - Complete minimum 6 of 12 subjects

Group C: Service delivery specialisation

  • PSPGSD001  Identify and select government service delivery options
    • CIT Code: PSAD385
      Description:

      This unit describes the skills required to select and offer government service delivery options to meet the needs of eligible applicants. It includes assessing the need for government services, identifying available options, addressing issues, and matching service delivery to the best service option or making referrals if required.

      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 within a team, performing complex tasks in a range of familiar contexts.

      Prerequisites: Nil
  • PSPGSD002  Administer government service delivery requirements
    • CIT Code: PSAD386
      Description:

      This unit describes the skills required to administer government service offers, agreements and records. It includes reviewing service offers or agreements, and reviewing and updating records.

      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, performing routine tasks in a range of familiar contexts.

      Prerequisites: Nil
  • PSPGSD003  Conduct government service delivery interviews
    • CIT Code: PSAD387
      Description:

      This unit describes the skills required to conduct interviews relating to government service delivery. It includes undertaking pre-interview preparation, and obtaining compliance with legislative requirements.

      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, performing routine tasks in a familiar context.

      Prerequisites: Nil
  • PSPGSD004  Administer delivery of financial and other benefits
    • CIT Code: PSAD388
      Description:

      This unit describes the skills required to administer financial and other benefits relating to government service delivery. It includes determining entitlements and allowances, administering payments and benefits, and processing payments.

      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, performing routine tasks in a familiar context.

      Prerequisites: Nil
  • PSPGSD005  Introduce the government service delivery model
    • CIT Code: PSAD389
      Description:

      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.

      Prerequisites: Nil
  • PSPGSD006  Facilitate participation in government service delivery
    • CIT Code: PSAD390
      Description:

      This unit describes the skills required by staff working as participation advisers to facilitate participation in government service delivery. It includes establishing the service offer, developing and managing personalised service, and working with individuals and the community.

      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 with supervision responsibilities, while performing complex tasks in a range of familiar contexts.

      Prerequisites: Nil
  • PSPGSD007  Assist self-management of government service offers
    • CIT Code: PSAD391
      Description:

      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.

      Prerequisites: Nil
  • PSPGSD008  Assist government service recipients with complex needs
    • CIT Code: PSAD392
      Description:

      This unit describes the skills required to assist users of government services who have complex needs. It includes engaging users, and developing and maintaining working partnerships with others who may assist users, to increase their level of economic and social participation.

      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 autonomously in consultation with others, performing complex tasks in a range of familiar contexts.

      Prerequisites: Nil
  • PSPGSD009  Deal with incorrect payments and debts
    • CIT Code: PSAD397
      Description:

      This unit describes the skills required to detect and investigate incorrect payments and debts, and to develop strategies to deal with them. It includes preventing or minimising debt and negotiating repayments.

      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 autonomously in consultation with others, performing complex tasks in a range of familiar contexts.

      Prerequisites: Nil
  • PSPGEN034  Compose complex workplace documents
    • CIT Code: PSAD282
      Description:

      This unit describes the skills required to compose written complex workplace documents. It includes interpreting and evaluating workplace information and editing.

      This unit applies to those working in generalist and specialist roles within the public sector.

      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 performing complex tasks in a range of contexts.

      Prerequisites: Nil
  • PSPGEN040  Work with interpreters
    • CIT Code: PSAD286
      Description:

      This unit describes the skills required to work with interpreters in an official capacity. It includes identifying interpreting needs, making preparations for using interpreting services, conducting a meeting using interpreting services and monitoring the safety and wellbeing of interpreters.

      This unit applies to those working in generalist and specialist roles within the public sector.

      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 performing complex tasks in a range of familiar and unfamiliar contexts.

      Prerequisites: Nil
  • PSPGEN042  Exercise delegations
    • CIT Code: PSAD288
      Description:

      This unit describes the skills required to exercise delegations in the public sector. It includes confirming the delegation, applying other interacting legislation, policy and guidelines.

      This unit applies to those working in generalist and specialist roles within the public sector.

      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 performing complex tasks in a range of familiar and unfamiliar contexts.

      Prerequisites: Nil

Electives - Complete maximum 2 of 3 subjects

Group I: General elective units

  • PSPGEN027  Gather and analyse information
    • CIT Code: PSAD126
      Description:

      This unit describes the skills required to collect and analyse information to achieve work unit objectives and meet client needs. It includes identifying and collecting information, analysing and interpreting information, developing and applying workable solutions, presenting information and maintaining information.

      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, performing complex tasks in a range of familiar contexts.

      Prerequisites: Nil
  • PSPGEN032  Deal with conflict
    • CIT Code: PSAD268
      Description:

      This unit describes the skills required to handle difficult interpersonal situations and address the conflicts that may arise in day to day work activities. It includes identifying the cause of conflict, establishing and implementing strategies for dealing with conflict and evaluating the response and outcomes.

      This unit applies to those working in generalist and specialist roles within the public sector.

      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, performing complex tasks in a range of familiar and unfamiliar contexts.

      Prerequisites: Nil
  • PSPPCY005  Implement e-correspondence policies
    • CIT Code: PSAD375
      Description:

      This unit describes the skills required to send and receive email correspondence (e-correspondence). It also covers setting up and maintaining electronic software; maintaining and managing individual electronic mail (email) mailing lists and address books; implementing email policy; and adhering to organisational protocols and practices for email.

      This unit applies to those working as public sector staff.

      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 under supervision, while performing routine tasks in familiar context.

      Prerequisites: Nil

Related Courses

Diploma Government (Fraud Control) PSP50612
Diploma Government PSP50116
Diploma Government Investigations PSP50416
Certificate IV Government PSP40116

More Information

For more information about this course please contact CIT Student Services on (02) 6207 3188 or email infoline@cit.edu.au