Elements and Performance Criteria
- Identify client needs and expectations
- Determine and implement response to client needs
- Appropriate decision making processes are established with client and relevant stakeholders
- Options are identified
- Decision making criteria are identified taking account of client needs and organisational context
- Decision making criteria are applied to options in order to identify range of relevant outcomes
- Appropriate response are selected and implemented
- Client needs are recognised and taken into consideration in accordance with anti discrimination and other organisation policy and procedures
- Manage client expectations
- Range of possible organisational responses are communicated to the client in a timely manner
- Client is informed of options for further action
- Courtesy, consideration and sensitivity are exercised at all times with the client
- All necessary documentation is obtained, completed and processed according to organisation's policy and procedures
- Organisation's policy and procedures relating to confidentiality are implemented
- Assistance is sought to manage clients' expectations when necessary
- Clients are referred to other personnel where necessary to ensure their needs are managed efficiently