First point of contact

Provide first point of contact CHCCS308B

This unit is about following your organization's guidelines for:

  • exchanging routine information with clients,
  • establishing a priority of needs, and
  • identifying their immediate needs and responding to them. This includes giving them information about services available.



Your organization should have a procedure and guidelines for this.

  1. Greet clients and observe them.
    1. Listen to them and acknowledge them in a pleasant and accepting way. Don't be judgmental.
    2. If they're distressed, respond in a relaxed and calm manner.
    3. Be culturally sensitive
    4. If they are aggressive, calm them down and negotiate with them. Recognize when a situation could become violent
    5. Report observations about the client to your supervisor or co-worker as appropriate.
  3. Collect routine information from them.
    1. Get their identifying information and write it down, and discuss their reasons for contacting your service.
    2. Explain their rights and responsibilities to them, observe them yourself, and maintain client confidentiality.
  5. Identify the priority of the client's need for service.
    1. Refer the client to the appropriate people according to the urgency of the problem and the kind of need.
    2. Within your role, assess the personal safety of yourself, your client and others.
    3. Ask for help if you need it.
  7. Give clients information.
    1. Give the client information on the service, other relevant services, and what each service provides. The information needs to be current, relevant and culturally appropriate.
    2. Help clients to contact other services to get more information as appropriate.



Also assessed in Work within a relevant legal and ethical framework (CHCCS400A):
- Clients rights and responsibilities in the organization
- Workers' rights and responsibilities in the organization



Your assessment

You will be assessed in your workplace. Start by taking your assessor on a walk around and show him/her what you do. Your assessor may ask you any questions necessary to understand what you do.

  1. Answer the questions below. (The assessor can also ask follow-up questions if necessary.)
  2. Your assessor will also get a reference from your supervisor.

Interview questions

Your organization

  1. What is the main kind of service that your organization provides?
  2. Considering the kinds of needs that community services workers handle, what kinds of needs do you mostly face in your local community?
  3. Who is the main target group to which your organization provides services?
  4. Where is the border-line between the services that your organization provides and those that it doesn't?
  5. How long are waiting times for your service?
    • What happens if the waiting time is much longer than normal?
    • When does your organization notice that a long waiting is poor service?
  6. If a potential client makes contact with your organization for the first time, what are the procedures and policies for what you do for them?
  7. What are the requirements for a person to register to become a client?
  8. Explain your organization's relationships with other service providers and networks (e.g. collaboration, referrals in, referrals out, etc.)
  9. What is your organization policy on confidentiality.
  10. Explain your organization's system for recording and storing information. How would you improve it?
  11. Explain your organization's activities and timetables.
  12. How does your organization monitor services and/or attendance?

Different kinds of people

  1. People from other cultures have specific behaviours that are different from your culture. Explain at least two cases where you have had to help people who have shown culturally specific behaviour. How do you provide a service to them correctly?
  2. People who speak only another language may need your services. Explain what you did in at least two cases where you have had to help them. How do you provide a service to them correctly?
  3. What are the effects of stigma and prejudice on client behaviour?
  4. What should you do if you suspect someone is at risk of self-harm?
  5. How do you tell the difference between:
    • normal behavior,
    • unusual behaviour, and
    • behaviour that is caused by cognitive impairment?