Elements and Performance Criteria
- Assess the need for government services
- Self-introduction is made in accordance with organisational protocols.
- Applicant circumstances and needs are assessed for complexity, urgency and eligibility so that priorities for service delivery can be identified.
- Barriers are identified and assessed.
- Professional rapport and mutual respect are established and maintained.
- All relevant information is provided about the range of services available.
- Identify government service delivery options
- Personal details and relevant information about circumstances and environment are obtained, recorded and validated, within established guidelines.
- Statutory or legislative provisions related to government services are identified and explained.
- Accepted practice, duty of care obligations and the code of conduct of the organisation are followed and explained as required by organisational procedures.
- Internal expectations about how the team plans to deliver government services are identified and reflected when interacting with the public.
- Service options that match documented needs are identified.
- Match service delivery to needs
- Documented needs are used to identify the service option of best fit.
- Individual differences, safety and diversity issues are identified and addressed.
- Consent to receive services and exchange personal information is obtained in accordance with organisational policy and procedures.
- A service offer is made based on up-to-date information on available options, consistent with entitlements under legislation, internal policy and guidelines.
- Own roles and responsibilities and the rights and obligations of those receiving government services are communicated in accordance with organisational requirements.
- Address concerns/issues
- Questioning and conversation is conducted in a manner which promotes positive participation.
- Active listening is employed to encourage open expression of thoughts and ideas.
- Negotiation is undertaken when necessary and differences in views are accepted and considered in a way that values individual difference and encourages continuing dialogue.
- Advice about communication difficulties is obtained from supervisor/appropriate officer and implemented.
- Strategies to deal with aggression are applied in accordance with organisational policy and procedures.
- Make referrals
- Where there is a complexity of needs or there are issues outside the area of responsibility, support is obtained and referrals are made in accordance with organisational policy and procedures.
- Networks are established and maintained, to ensure referrals to appropriate services.
- Assistance is provided with access to services from within and outside the organisation in accordance with identified needs.