Elements and Performance Criteria
- Establish scope of organisation
- Identify legislation, regulations and codes of practice relevant to organisation
- Match scope of organisation to legislation and regulations, and identify and document compliance issues and procedures
- Match scope of organisation to industry codes of practice, and incorporate compliance issues and procedures into operational guidelines
- Establish ethical procedures and standards for organisation, and incorporate them into guidelines
- Establish strategies for delivery of services
- Establish key positions, personnel, job descriptions and authorities for organisation and document them in operational guidelines
- Establish and document administrative procedures, including information flow requirements, in operational guidelines
- Identify and incorporate internal and external resources available to assist in delivery of services to clients into operational guidelines
- Arrange for distribution of information on operational guidelines
- Establish mechanisms for distributing updates and amendments, and opportunities for feedback and interpretation requests
- Distribute operational guidelines to all relevant staff, including briefings for new staff as part of induction procedures
- Communicate relevant sections of guidelines to clients, including client rights, performance standards and complaint procedures, and display information where appropriate
- Implement and monitor operational guidelines
- Establish client service to meet requirements in operational guidelines
- Establish reporting and monitoring procedures for range of services including research, client service, transactions, collection and processing of payments and receipts, legislative and regulatory reporting requirements, ongoing services, and professional and ethical practices
- Identify breaches in operational guidelines and take appropriate actions