Elements and Performance Criteria
- Elements define the essential outcomes
- Performance criteria specify the performance needed to demonstrate achievement of the element
- Prepare for client meeting
- Discuss service options with client
- Discuss client preferences, needs, expectations and previous experiences regarding service provision
- Present to client accurate information on support options and a proposal for service provision which is tailored to client’s specific needs and preferences
- Promote benefits of organisation to client and respond to queries in an accurate and positive manner
- Develop and present a financial plan covering service fees and costs tailored to the client’s preferences and budget
- Ensure that complaints and feedback avenues are explained to the client
- Determine and discuss follow up requirements
- Negotiate the service agreement and complete in accordance with client requirements, organisation procedures and code of ethics
- Communicate with support staff and other service providers
- Communicate and agree on service requirements with support staff and other service providers to support efficient service implementation
- Ensure that service plans reflect identified goals and needs to achieve the required outcomes
- Maintain, evaluate and review service plans against requirements on a regular planned basis
- Collaborate with all stakeholders to determine future requirements to meet changing needs or preferences of clients
- Ensure that changes to service provision are agreed and authorised by all relevant parties
- Manage ongoing requirements of client load
- Develop and implement strategies to retain clients and build loyalty
- Obtain and act on feedback from clients regarding satisfaction with all aspects of service provision
- Obtain and act on feedback from service providers on progress of clients
- Use feedback to evaluate service provision and make recommendations to organisation
- Identify opportunities for continuous improvement and implement in accordance with organisation procedures and boundaries of role
- Meet statutory and organisation documenting and reporting requirements