Essential skills: It is critical that the candidate demonstrate the ability to: Use appropriate interpersonal skills and knowledge of the agency system to guide the mediation process, in particular to: establish confidence with parties through using appropriate interpersonal styles and methods accurately identify parties' issues apply the agency systems refer parties to appropriate others as required to match needs interpret accurately and comply with legal and procedural requirements apply accurate understanding of own work roles and responsibilities in relation to service delivery In addition, the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role These include the ability to: Maintain confidentiality and to deal effectively with breaches of confidentiality especially when personal safety is threatened Apply questioning and active listening skills that establishes client confidence and facilitates disclosure Apply problem solving skills Apply literacy and communication skills in relation to analysis, evaluation and presentation of information including preparing documents and reports related to legal requirements and client needs Maintain documentation as required, including effective use of relevant information technology in line wit work health and safety (WHS) guidelines |