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Elements and Performance Criteria

1. Contribute to issue resolution and incident response processes
   • Deal effectively with daytoday issues and daytoday incidents
   • Identify and follow organisational policies and procedures for dealing with critical incidents
   • Contribute to the resolution of serious issues
   • Contribute to response processes in the event of critical incidents
   • Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals
   • Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements
   • Contribute to debriefing procedures after an issue/incident
2. Contribute information for distribution to those affected by issues and incidents
   • Identify types of information required to resolve issues and incidents
   • Collect and collate current, relevant information from appropriate sources
   • Maintain accessible files of current, relevant information
   • Develop and maintain an accessible comprehensive network contacts list
   • Review and update information on a regular basis
   • Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures
3. Communicate effectively with those affected by issues and incidents
   • Assess situation according to organisational policy
   • Use communication strategies appropriate for individual situations, in line with organisational requirements
   • Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents
   • Arrange access to counsellors or other support people if and when required
4. Contribute to records and team reports on issues and incidents
   • Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents
   • Participate in team activities for assessing details of progress and outcomes of issues and incidents
   • Interact and consult with team members to record and report issues and incidents
   • Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable
5. Contribute to development of organisational policies and procedures for the resolution of issues and incidents
   • Apply relevant organisational policies and procedures for the resolution of issues and incidents
   • Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers
   • Suggest adjustments to organisational policies and procedures based on outcomes reports
6. Provide advice to clients in resolving issues and incidents
   • Establish or contribute to protocols and processes for resolving issues and dealing with incidents
   • Apply appropriate advisory processes according to individual client needs
   • Communicate processes to relevant stakeholders
   • Consult with relevant stakeholders to evaluate process outcomes