Elements and Performance Criteria
- Elements define the essential outcomes
- Receive request for service
- Answer promptly incoming requests for service
- Establish details of the situation using effective communication skills, techniques and resources
- Record complete details of the request accurately and in a timely and efficient manner
- Respect confidentiality at all times
- Assess quickly and accurately any potential danger to the caller
- Respond to request for service
- Apply strategies to manage the call
- Refer and finalise request