Elements and Performance Criteria
- Elements define the essential outcomes.
- Establish and maintain an appropriate relationship with people accessing service
- Establish rapport with the person and ensure the service is appropriate and in the person’s best interest
- Identify and use effective communication skills to ensure a high level of effective communication and quality service provision
- Access interpreter services as required to assist communication
- Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
- Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel
- Respond to and deal with complaints in line with organisation policy to enhance service to individuals
- Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals
- Act in a respectful manner at all times
- Positively, actively and consistently demonstrate respect for individual differences in all work
- Respect and maintain confidentiality and privacy at all times
- Demonstrate courtesy in all interpersonal interactions
- Provide assistance with the care of individuals with behaviours of concern in accordance with established procedures
- Use appropriate techniques to manage and minimise aggression
- Evaluate own work to maintain a high standard of service
- Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes
- Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance
- Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service