Topic 2 - Follow organisational procedures to collect routine client information

In providing first point of contact, it is important to collect information in accordance with the policies and procedures of the organisation. The specific types of information collected will vary depending on the work role and the organisational context.

Types of information to be collected can include:

• Basic information such as name and address details of client.
• Basic assessment.
• Time attended, time departed.
• Client profiles.
• Client numbers.

Information is kept for various reasons including the day-to-day gathering and recording of client data and meeting quality assurance standards.

Information is collected from multiple sources including:

• Via communication with clients.
• Via communication with other parties.
• Via written sources, i.e. case notes, enrolment forms.
• Via observations.
• Via external sources.

Once a client contacts your service it is important to identify:

• their needs;
• if your service offers what the client needs;
• if they meet the assessment requirements of your service;
• if a referral is required.

The way in which you gather the information from the client will vary according to your service's policies and procedures.

Always remember the client's right to confidentiality.