First point of contact

CHCCOM001 Provide first point of contact

This unit is about greeting clients and exchanging routine information to prioritize their needs, and to respond to immediate needs. It applies to all community services and health contexts.

 

How you will be assessed

You will be assessed through:

 

Practical

CA RE

You will be assessed in the workplace with suitable facilities, equipment and resources:

  1. interactions with people and co-workers from a range of diverse backgrounds
  2. interactions with people displaying aggression, distress and cognitive impairment
  3. typical workplace reporting processes

You need to show that you have:

  1. given information to at least three people presenting with multi-faceted needs
  2. collected and documented identifying information for three people accessing the service
  3. communicated and solved problems to respond appropriately to these behaviours at least once:
    1. a person demonstrating aggressive behaviour
    2. a person who is distressed
    3. a person with a cognitive impairment

 

Interview/assignment questions

RK

  1. Explain how to evaluate and respond to each of these factors when providing information and service:
    1. cultural background
    2. language spoken
    3. literacy levels
    4. disability
  2. Explain two strategies or techniques for dealing with the following:
    1. aggressive behaviour
    2. distressed behaviour
    3. people with a cognitive impairment.
  3. What is assertive communication? How is it different from being pushy or bossy?
  4. Explain five ways to avoid conflict when in the role of first point of contact.
  5. Specific organization or sector:
    1. What kinds of client needs does your organization address?
    2. What is the effect of multi-faceted needs on service delivery?
    3. Explain the role of the organization: what it does, what it does not do, the demographic that it serves.
    4. If your organization is unique in any way, describe what makes it unique.
    5. How is information recorded and stored? Explain the systems.
    6. What information needs to be immediatley available for anyone in the role of first point of contact?
    7. What kinds of information do you need to be ready to provide when in the role of first point of contact?
    8. What links with other service providers does your organization have?
    9. What is the procedure for referring someone to a service that is internal to your organization?
    10. What is the procedure for transitioning someone to another service outside your organization?
    11. What is the procedure for handling someone to leave your service?
  6. In the role of first point of contact, what are the legal and ethical considerations for:
    1. collection and storage of personal information
    2. privacy, confidentiality and disclosure
    3. duty of care?
  7. In the role of first point of contact, what is your duty of care for someone who comes onto the property needing urgent help that you and your organization cannot provide?

Note: Your assessor may also ask you a variety of what if questions.

 

Detailed requirements

Note: Your organization's procedures should cover most requirements (e.g. confidentiality and referral).

1. Greet and observe people El 1/PC, RS O,In

  1. Listen to and greet people accessing service in a pleasant, respectful and accepting way.
  2. Respond to distressed people in a relaxed and calm manner and ask for help as required.
  3. Respond appropriately to diverse people and behaviour in line with organization requirements.
  4. Discuss any concerns or problems with your supervisor.

 

2. Collect routine client information. El 2/PC, RS O,In

  1. Collect and document identifying information.
  2. Discuss their reasons for contacting the service.
  3. Explain and uphold their rights and responsibilities and check they understand.

 

3. Identify priority of need El 3/PC, RS O,In

  1. Identify urgency and nature of their need and refer them according to organization guidelines.
  2. Identify and respond to issues of personal safety for yourself, clients and others according to organization procedures and scope of your role.
  3. Recognise situations beyond the scope of your role and ask for help.

 

4. Give people service information El 4/PC, RS O,In

  1. Give people current, relevant and culturally appropriate service information.
  2. Help people to contact other agencies or services as appropriate to get further information.
  3. Ask people if their information needs have been met and give further help if required.

 

5. Other.

  1. Manage tasks and contingencies on the job.
  2. Comply with legislation (duty of care).
  3. No applicable industry code of practice.

 

Code for unit reqts:
CA: Conditions of assessment
El/PC: Element & criteria
RE: Required evidence
RK: Required knowledge
RS: Required skills

Code for Foundation skills:
L: Learning
Id: Identify beliefs & thinking
R: Reading
W: Writing

N: Numeracy
O: Oral communication
N: Navigate world of work
In: Interact with others
G: Get work done