Elements and Performance Criteria
- Establish relationship with the client
- Identify client information needs
- Provide specific information
- Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer
- Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry
- Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required
- Make appointments for clients
- Provide prepared information to promote access to services
- Identify the range of services available
- Provide prepared information or details of a range of services to clients when required
- Where appropriate, seek specialist information, advice and assistance from supervisor on behalf of client
- Manage communication difficulties appropriately
- Refer problems relating to providing information about services to supervisor