Elements and Performance Criteria
- Target client services
- In identifying and assessing client needs, give due consideration to individual rights, relevant community requirements and the organisation statutory and legislative environment
- Establish and maintain client profiles in accordance with organisation and legislative requirements and use to monitor delivery of appropriate services
- Develop client service delivery plan to address client needs and rights, including aims and objectives, resourcing implications, evaluation strategies and contingency plans
- Identify and select appropriate client service to meet client needs within the scope of area of responsibility
- Implement a range of mechanisms to ensure regular client service feedback is sought to gauge levels of satisfaction
- Record and analyse client service feedback and report to appropriate personnel to ensure any problems are resolved and improvements implemented
- Where client data and profiles indicate inability of the organisation to meet client needs, redesign services or refer clients to another organisation as required
- Deliver client service
- Ensure dealings with clients are consistent with their needs and rights, with accepted practice and codes of conduct of the organisation and duty of care responsibilities
- Ensure service delivered to clients upholds relevant statutory and legislative requirements, the reputation of the organisation and the area of work
- Base client service delivery on accurate and up to date information about client, service options and the service being delivered
- Complete and maintain all appropriate documentation related to client service delivery according to organisation standards
- Implement strategies to ensure client services are routinely reviewed in the light of client needs and rights and organisation policies and capabilities, and implement remedial action as appropriate
- Develop and promote client services
- Promote the service delivery of the organisation wherever opportunities arise
- Promote services to existing and/or potential clients to ensure that the details of the full range of services are understood
- Develop, document and promote a range of service options for clients to facilitate informed client access to services
- Assist clients to identify their needs and rights and select the best available service