Elements and Performance Criteria
- Communicate appropriately with clients
- Ensure participation in work team is constructive and collaborative and demonstrates an understanding of own role
- Identify and use communication strategies and techniques to achieve most effective client service outcomes
- Respond to and deal with complaints in line with organisation policy to enhance service to clients
- Access interpreter services as required
- Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel
- Establish and maintain an appropriate relationship with clients
- Establish rapport with client and ensure the service is appropriate to and in the client's best interest
- Use effective listening skills to ensure a high level of effective communication and quality service provision
- Correctly identify client concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
- Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to clients when required
- Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best client service outcomes
- Act in a respectful manner at all times
- Positively, actively and consistently demonstrate respect for differences in all work
- Maintainconfidentiality and privacy of clients
- Demonstrate courtesy in all interactions with clients, their visitors, carers and family
- Provide assistance with the care of clients with challenging behaviour in accordance with established procedures
- Use appropriate techniques to manage and minimise aggression
- Evaluate own work to maintain a high standard of client service