Elements and Performance Criteria
- Mange service delivery to address client needs
- Ensure appropriate and accurate records of client needs and service delivery options are developed and maintained
- Identify barriers to client services in consultation with clients
- Apply understanding of relevant options for service delivery to match services to client's needs and rights
- Take all available opportunities to promote client services and their benefits
- Ensure the strategic direction of the organisation, individual and community needs and external requirements guide the provision of client services
- Develop and implement performance indicators to routinely monitor client service delivery
- Plan client service delivery
- Ensure service delivery planning includes client involvement in negotiation and agreement on appropriate goals, strategies and outcomes
- Identify strategies to deal with contingencies which may arise
- Identify relevant people and organisations to provide support and expertise to maximise effectiveness of service delivery
- Routinely collect and analyse information on clients and delivery options to ensure services delivered reflect client needs and rights, current best practice, organisation and legislative guidelines, ethical practices and duty of care considerations
- Review client services
- Routinely review matching between client requirements and service delivery
- Involve client and all other relevant personnel in review of service delivery
- Monitor changes in circumstances, environmental factors or alterations to client needs and rights and incorporate in review of service delivery
- Modify client service to reflect changing needs and rights and feedback on effectiveness of service delivery
- Undertake appropriate work to ensure client concerns about service are resolved and complaints of a serious nature dealt with in accordance with organisation procedures