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Elements and Performance Criteria

1. Identify client needs and expectations
   • Current and potential clients are identified
2. Public Safety needs and expectations are discussed and clarified with clients
3. Range of possible organisational responses are communicated to the client in a timely manner
4. Client is informed of options for further action, in accordance with organisational procedures
5. Determine and implement response to client needs
   • Appropriate decision making processes are established with client and pertinent stakeholders
6. Options are identified, in accordance with organisational procedures
7. Decision making criteria is identified taking into account client needs and organisational context
8. Decision making criteria are applied to options to identify a range of relevant outcomes
9. Appropriate response is selected and implemented, in accordance with organisational procedures
10. Client needs are recognised, in accordance with anti-discrimination and other organisational policies and procedures
11. Manage client expectations
    • Courtesy, consideration and sensitivity are applied to all clients
12. Documentation is obtained, completed and processed, in accordance with organisational policies and procedures
13. Organisational policy and procedures relating to confidentiality are implemented
14. Assistance is sought to manage clients' expectations, in accordance with organisational procedures
15. Clients are referred, where appropriate, to other personnel to ensure their needs are managed

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment. Non-essential conditions may be found in the Companion Volume Implementation Guide.

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