This unit of competency involves the skills and knowledge required to interact with internal and external clients. It includes identifying and determining client needs and expectations and managing their expectations.

The unit is applicable to personnel who have a requirement to communicate with clients as part of their public safety role. This may include personnel who have a specific client contact role, as well as those in operational roles who meet members of the public as part of their duties.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Identify client needs and expectations

1.1

Current and potential clients are identified

1.2

Public Safety needs and expectations are discussed and clarified with clients

1.3

Range of possible organisational responses are communicated to the client in a timely manner

1.4

Client is informed of options for further action, in accordance with organisational procedures

2

Determine and implement response to client needs

2.1

Appropriate decision making processes are established with client and pertinent stakeholders

2.2

Options are identified, in accordance with organisational procedures

2.3

Decision making criteria is identified taking into account client needs and organisational context

2.4

Decision making criteria are applied to options to identify a range of relevant outcomes

2.5

Appropriate response is selected and implemented, in accordance with organisational procedures

2.6

Client needs are recognised, in accordance with anti-discrimination and other organisational policies and procedures

3

Manage client expectations

3.1

Courtesy, consideration and sensitivity are applied to all clients

3.2

Documentation is obtained, completed and processed, in accordance with organisational policies and procedures

3.3

Organisational policy and procedures relating to confidentiality are implemented

3.4

Assistance is sought to manage clients' expectations, in accordance with organisational procedures

3.5

Clients are referred, where appropriate, to other personnel to ensure their needs are managed

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

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.

Public Safety

Communication