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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Elements define the essential outcomes
2. Greet and observe people
   • Listen to and greet people accessing service in a pleasant, respectful and accepting way
   • Respond to distressed people in a relaxed and calm manner and seek assistance as required
   • Respond appropriately to diverse people and behaviour in line with organisation requirements
   • Discuss any concerns or problems with supervisor
3. Follow organisational procedures to collect routine client information
   • Collect and document identifying information in accordance with organisation and confidentiality requirements
   • Discuss reasons for contact with the service
   • Explain and uphold rights and responsibilities of the client and confirm understanding
4. Identify priority of need
   • Identify urgency and nature of need and refer in accordance with organisation guidelines
   • Identify and respond to issues of personal safety for self, clients and others in accordance with organisation procedures and scope of own role
   • Recognise situations beyond the scope of role and seek assistance
5. Provide service information
   • Provide client with current, relevant and culturally appropriate service information
   • Assist clients to contact other agencies or services as appropriate to obtain further information
   • Ask the client if information needs have been met and provide further assistance if required