19908
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PUBLIC SECTOR SERVICE DELIVERY
Provide services in challenging
situations to public sector clients
level:
6
credit:
5
planned review date:
May 2007
sub-field:
Public Sector Services
purpose:
This unit standard is designed for people who in the normal
circumstances of their job must work with and provide
services in challenging circumstances. People credited with
this unit standard are able to: identify challenging situations
and establish client needs; apply techniques for working
successfully with challenging people to meet their needs;
and evaluate the effectiveness of the techniques used.
entry information:
Open.
accreditation option:
Evaluation of documentation and visit by NZQA and industry.
moderation option:
A centrally established and directed national moderation
system has been set up by The Skills Organisation.
special notes:
1
Definitions
Challenging situations include situations involving
working with:
People with special needs including but not limited to
people with disabilities (intellectual and/or physical),
people with English as a second language, recent
migrants;
Stressed, emotional and/or aggressive people;
 New Zealand Qualifications Authority 2016
19908
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Provide services in challenging
situations to public sector clients
People whose circumstances create significant
challenge for them as individuals and/or for the
organisation responsible for providing services to them.
Services will include services to the public on behalf of
the Crown.
2
The outcome desired of a person who is working in a
challenging situation, is that the impact of the challenge
on providing effective service is minimised and where
possible eliminated.
3
This unit standard is designed for use in the workplace.
It is not suited to assessment in a simulated
environment.
Elements and Performance Criteria
element 1
Identify challenging situations and establish client needs.
performance criteria
1.1
Situations involving people with special needs are identified and their needs are
established.
Range:
evidence from situations involving four different special needs is
required.
 New Zealand Qualifications Authority 2016
19908
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Provide services in challenging
situations to public sector clients
1.2
Aggressive client and stressed/emotional client are both identified and their
needs established.
1.3
People whose circumstances create significant challenge for them as
individuals and/or for the organisation responsible for providing services to them
are identified and their needs are established.
element 2
Apply techniques for working successfully with challenging people to meet their needs.
Range:
people with special needs; aggressive and stressed/emotional people; people
whose circumstances create significant challenge for them as individuals and/or
for the organisation responsible for providing services for them.
performance criteria
2.1
The techniques used focus on potentials and positives rather than barriers and
difficulties.
2.2
Realistic goals are established.
2.3
The techniques used focus on long-term outcomes rather than short-term
solutions.
2.4
The techniques used establish mutual trust and respect with people.
2.5
The techniques used demonstrate cultural awareness appropriate to the
individual.
 New Zealand Qualifications Authority 2016
19908
28-Jun-16
4 of 4
PUBLIC SECTOR SERVICE DELIVERY
Provide services in challenging
situations to public sector clients
element 3
Evaluate the effectiveness of the techniques used.
performance criteria
3.1
The evaluation will consider the effectiveness of the techniques used in
minimising the impact of the challenge on providing effective services.
3.2
The evaluation will consider the effectiveness of the techniques in creating a
positive impact for the client.
3.3
Techniques used ensure that own safety (emotional and physical) is monitored
and protected.
Comments on this unit standard
Please contact The Skills Organisation info@skills.org.nz if you wish to suggest changes
to the content of this unit standard.
Please Note
Providers must be accredited by the Qualifications Authority or a delegated interinstitutional body before they can register credits from assessment against unit standards
or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by the Qualifications Authority before
they can register credits from assessment against unit standards.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for providers wishing to
develop education and training programmes, such as minimum qualifications for tutors and
assessors, and special resource requirements.
This unit standard is covered by AMAP 0121
http://www.nzqa.govt.nz/framework/search/index.do.
which can
be
accessed at
 New Zealand Qualifications Authority 2016