Elements describe the essential outcomes.

Performance criteria describe what needs to be done to demonstrate achievement of the element.

1. Establish the support needs of internal and external customers and clients.

1.1 Determine support needs of internal and external customers and clients.

1.2 Outline own role and confirm processes for referring clients to appropriate colleagues when support needs are not within scope of own role.

1.3 Maintain professional ethics and confidentiality according to agency policy and procedures.

2. Communicate with clients to support needs.

2.1 Apply techniques to create, build and maintain internal and external communication channels.

2.2 Determine features and benefits of active listening and effective questioning.

2.3 Respond to the preferences, needs and expectations of internal and external clients.

2.4 Prepare written communication according to agency protocols.

2.5 Select and apply communication techniques to seek feedback on sufficiency of information provided.

3. Assist with client issues and complaints.

3.1 Assist clients to fully describe issues and complaints according to agency policy and procedures.

3.2 Resolve simple issues or complaints, or to refer to others, according to agency policy and procedures.

3.3 Record issues, complaints and outcomes according to agency policy and procedures.