• evidence of knowledge of a firm’s policies and procedures for handling enquiries are adhered • enquiries are received and handled courteously and efficiently • evidence of knowledge of own responsibility and that of others in the firm • problem/s within own scope of responsibility are resolved discretely and efficiently • matter and client’s contact details are recorded accurately and clarifications are sought from enquirer if necessary • community organisations and government departments can be identified and their purposes and services can be outlined where appropriate • judgement is exercised appropriately as to when calls should be terminated or transferred to a more experienced person and calls are terminated/transferred tactfully • evidence of an ability to explain legal processes, procedures and terms in clear, simple language • evidence of knowledge of where and when it is legally necessary to obtain enquirer and supervisor approval to pursue an action • enquirer is contacted promptly and follow up information is communicated demonstrating an understanding of the mitigating effect of the a enquirer’s situation • appropriate options are suggested to the enquirer according to a firm’s policies and procedures • detailed file notes of enquiry and any resultant action are recorded • all activities, actions and outcomes are documented and time is recorded all work is conducted within accepted codes of conduct including those relating to: maintaining confidentiality, use of company property, duty of care, ethical behaviours, privacy, non- discriminatory practice, conflict of interests and compliance with reasonable direction |