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Elements and Performance Criteria

1. Determine service requirements for customer or client with disability
   • Confirm that communication method and form of interaction meet the capabilities, needs and preferences of individual customers or clients
   • Communicate with customer or client to determine the reason for the service interaction
   • Consult customers or clients to confirm if they have a requirement or preference for additional personal support within the service context
2. Confirm whether customer or client needs can be met through service provided
   • Determine whether customer or clients’ service and support needs are within the scope of own role and responsibilities, and confirm with supervisor
   • Identify where reference to other service providers is required where customer or client support needs or preferences are beyond the scope of own role
3. Provide service to customers or clients with disability
   • Inform customers or clients about the products, services or supports that are accessible to them, and how they can be used or navigated
   • Identify and access available supports, facilities or resources within scope of own role and according to organisational procedures, as required to service individual customers or clients
   • Seek feedback on whether customers or clients are satisfied with the service received and that their service needs have been addressed