Elements and Performance Criteria
- Identify client needs.
- Relationship with client is established using appropriate interpersonal techniques to confirm needs and expectations.
- Clients are provided with information about available investigative services to meet their needs and assisted in selection of a preferred option.
- Benefits and limitations of preferred investigative options to meet client needs are discussed with client using appropriate communication skills.
- Limitations in meeting client needs are recognised and assistance sought as required from relevant persons.
- Deliver investigative services.
- Effective investigative services are provided to meet identified client needs in accordance with assignment instructions and legislative requirements.
- Special requirements of client are identified and service adjusted as required in accordance with client requirements.
- Information regarding possible problems is promptly communicated to clients and contingency management plans implemented within an appropriate timeframe.
- Investigative evidence is gathered and organised in accordance with client and legislative requirements.
- Review customer service.
- Client satisfaction is regularly reviewed using verifiable evidence in accordance with assignment instructions.
- Client feedback is analysed in consultation with relevant persons and used as the basis for improvements to service delivery.
- Client complaints are handled promptly and courteously and details recorded.
- Investigative records are safely and securely maintained in accordance with client confidentiality and legislative requirements.