8482 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Establish and develop referral
processes for public sector
organisations
level:
6
credit:
15
planned review date:
February 2006
sub-field:
Public Sector Services
purpose:
People credited with this unit standard are able to: define the
nature and extent of services delivered by the organisation;
liaise with groups and individuals to develop referral processes
that are effective for clients and the organisation; establish
networks with external service providers and develop referral
protocols that are effective for clients and the provider; and
establish processes to monitor and review internal and
external referral processes.
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:
client refers to users within own organisation, users
from community, users from external organisations;
referral processes refer to procedures for guiding or
directing clients to an appropriate source of authority,
advice, information, or service.
2
Performance of the elements of this unit standard must
comply with relevant current legislation including the New
Zealand Bill of Rights Act 1990, the Privacy Act 1993, the
Public Finance Act 1989 and the State Sector Act 1988.
3
Performance of elements of this unit standard will require
consideration
of
the
underlying
values
and
responsibilities of people working in the public sector
including the Treaty of Waitangi and its principles.
 New Zealand Qualifications Authority 2016
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PUBLIC SECTOR SERVICE DELIVERY
Establish and develop referral
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organisations
Elements and Performance Criteria
element 1
Define the nature and extent of services delivered by the organisation.
performance criteria
1.1
The range of services delivered by the organisation is specified and differentiated
in terms of categories or classifications of services.
1.2
The nature of services and service delivery is analysed in relation to provisions of
organisation strategies and plans, and implications are assessed for referral
processes.
element 2
Liaise with groups and individuals to develop referral processes that are effective for clients
and the organisation.
Range:
internal and external groups and individuals.
performance criteria
2.1
Consultation provisions of service delivery agreements and protocols are identified
and interpreted in relation to defining clients, stakeholders, and other interested
parties.
2.2
Departments, agencies, sections, groups, and individuals that have a working
relationship with the organisation and its clients are identified, and the nature of
the relationship with the organisation is clarified.
2.3
People are identified in terms of their area(s) of responsibility and authority for
internal and/or external referral processes.
2.4
Needs of interested parties in relation to referral processes are established
through relevant consultation and communication processes.
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PUBLIC SECTOR SERVICE DELIVERY
Establish and develop referral
processes for public sector
organisations
2.5
Referral processes are developed and established that facilitate the ability to meet
established needs by implementing effective client management practices and
developing internal and external linkages with interested parties.
2.6
Staff training addresses strategies and procedures for confirming client needs and
entitlement and implementing effective referral processes.
element 3
Establish networks with external service providers and develop referral protocols that are
effective for clients and the provider.
performance criteria
3.1
Networks are established and developed with external service providers who have
a working relationship with the organisation and its clients.
3.2
People are identified in relevant organisations who are responsible for facilitating
referral processes, and contact is made to initiate networks and communication
channels.
3.3
Information and communication networks are established with external service
providers that facilitate effective referral processes.
element 4
Establish procedures to monitor and review internal and external referral processes.
performance criteria
4.1
Opportunities are initiated for internal and external clients, stakeholders, and
personnel with working relationships with the organisation to provide feedback on
the effectiveness of referral processes and make recommendations in terms of
improvements.
4.2
Organisation monitoring and review processes are implemented and evaluation
identifies areas for improvement of referral processes.
4.3
Monitoring and review processes provide for confirmation that improvements
identified have been initiated.
 New Zealand Qualifications Authority 2016
8482 version 4
28-Jun-16
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PUBLIC SECTOR SERVICE DELIVERY
Establish and develop referral
processes for public sector
organisations
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