Elements and Performance Criteria
- Establish the support needs of internal and external customers and clients.
- Determine support needs of internal and external customers and clients.
- Outline own role and confirm processes for referring clients to appropriate colleagues when support needs are not within scope of own role.
- Maintain professional ethics and confidentiality according to agency policy and procedures.
- Communicate with clients to support needs.
- Apply techniques to create, build and maintain internal and external communication channels.
- Determine features and benefits of active listening and effective questioning.
- Respond to the preferences, needs and expectations of internal and external clients.
- Prepare written communication according to agency protocols.
- Select and apply communication techniques to seek feedback on sufficiency of information provided.
- Assist with client issues and complaints.