Elements and Performance Criteria
- Deal with initial service offer
- Profile needs and assess entitlement eligibility, outcome and compliance risk.
- Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.
- Record personal information.
- Research applicant options and obtain advice when necessary.
- Negotiate handover of applicants’ accounts with other staff.
- Establish and/or update accounts of service recipients
- Provide personalised service
- Provide initial encouragement to those identified as having a participation requirement.
- Communicate adverse decisions.
- Employ motivational interviewing and questioning.
- Make referrals to external service providers and broker services relevant to the life event.
- Undertake liaison with other staff to ensure the best service commencement outcome.
- Deal with initial service offer
- Profile needs and assess entitlement eligibility, outcome and compliance risk.
- Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.
- Record personal information.
- Research applicant options and obtain advice when necessary.
- Negotiate handover of applicants’ accounts with other staff.
- Establish and/or update accounts of service recipients
- Provide personalised service
- Provide initial encouragement to those identified as having a participation requirement.
- Communicate adverse decisions.
- Employ motivational interviewing and questioning.
- Make referrals to external service providers and broker services relevant to the life event.
- Undertake liaison with other staff to ensure the best service commencement outcome.