Topic 1 - Greet and observe people
What does it mean to provide first point of contact?
Simply, it refers to the first person who is most likely to meet and greet the client.
Regardless of job title, the first point of contact is the public face of the organisation.
The role may include a range of responsibilities, and can generally be characterised as follows:
- Staffing reception area.
- Meeting and greeting clients and visitors.
- Answering phones.
- Handling initial enquiries.
- Collecting information.
- Referring the client to the most appropriate staff member, or service.
- Administrative tasks that include filing, photocopying, faxing, typing.
Your job description will outline what your responsibilities are and your supervisor will provide you with information on policies and procedures in relation to providing information and services to clients.
First point of contact can be characterised by a broad range of roles. We may be doing anything from photocopying and filing through to taking messages for staff members. All of what we do is important but nothing is more important than our work with clients. We are the first point of contact. First impressions count and in most cases, the first impression is you.
Remember it is important to:
- greet and observe the client in a respectful and empathetic manner;
- allow the client to feel they are not being judged, and
- allow the client to be open and honest about why they are accessing the service.
Important points to consider:
- Listen to and greet clients in a pleasant, respectful and accepting way.
- You will need to respond to distressed clients in a relaxed and calm manner and seek assistance as required.
- You will need to be able to report observations about the client to the appropriate person within the organisation. Remember to follow your organisation’s policies and procedures manual if you have any questions relating to how to do this.
- Prioritise the need for service - Remember it can often take a lot of courage for a client to access your service and therefore we want to make it a positive experience. You will need to prioritise the client's needs. For example, ask them if they have somewhere to sleep for the night, ask them if they have access to food? Once you have prioritised their needs you can then work with the client in a more holistic manner which may involve service provision and referral.