Elements and Performance Criteria
- Identify nature and type of service requests
- Requests are assessed to establish if they are within the jurisdiction and ability of the building or planning area of relevant authority and are then referred as appropriate.
- Requests are assessed to establish necessity for compliance with statutory requirements.
- Time required to service requests is established to identify if an immediate response will satisfy requirements.
- Requests requiring additional research are prioritised and recorded to ensure important matters are finalised promptly.
- Research information relevant to service requests
- Accurate research and action are undertaken in priority order to obtain required information or result.
- Sources of relevant information are correctly identified.
- Information is collated to enable preparation of a satisfactory response to the request.
- Professional advice is identified and incorporated where appropriate.
- Affected relevant authorities are consulted.
- Determine suitable response
- Communicate information and advice
- Written information and advice provided are clear and concise to minimise the need for follow-up action.
- Verbal advice is presented clearly and in a courteous manner so that the need for follow up is minimised.
- Advice given is recorded according to council procedures.
- Discretionary advice on major issues is made available according to council policy and procedures.