Customer Servicing and Appointments
Explain SMART goals
Specific
Measurable
Achievable
Realistic
Time-bound
Who can obtain access to Workskil case notes?
Workskil staff, The Department, Customers, Legal services, Third parties
What are the 5 steps in case management?
Start
Assess
Plan
Action
Achieve
How do we get feedback about CARE?
Through the INSIGHTS Customer Experience Survey
Explain the between Caseload Management & Case Management?
Caseload Management- Administrative tasks, Reports, Caseload reviews
Case Management- SMART Goals, Personalised service, Collaboration
What point of view do we record case notes in? Why?
Third Person - allows the writer to be less emotional and biased, giving more credibility to the case note.
Explain what is the purpose of a Job Plan and what’s in it for the customer?
The strategy that Workskil and the customer are putting into place.
The activities and assistants that are being provided to the customer to move them into education or employment.
What theory helps us understand how, and why we need to prioritise customer needs?
Maslow’s Hierarchy of Needs
What are the 2 main assessment tools?
CAT & JSSS
What should every case note include?
Beginning, Middle & End
What is Think Time and what happens if the customer would like to use this?
Up to 2 business days to consider the requirements before signing, can approve online or make appointment to come back and sign
What does CARE stand for?
Connect
Active Listening
Respect
Exceed Expectations
Explain the ABCD's of jobs
A - any job
B - a better job
C - a career
D - dream job
What are 3 golden rules for case notes?
Stay factual, tell a story & record all interactions
Can you contact RTO's and employers to discuss customer progress?
RTO - Yes
Employer - NO, Centralised employer Support Team only,
What are some considerations in the customer journey around Booking and Traveling to the appointment?
When and where the appointment is & to know what the appointment is about
Plan travel ahead of time & how they will travel
What are the must do's in an initial appointment?
POP, Site Induction, Service brochure, Explain the rights and consequences, Check mygov, JSSS & CMT, CAT, Voc Bio, Job Plan, Book FA, Case Note
What are 3 things to avoid for case notes?
Directly quoting, leave out important details & make assumptions
Name 5 considerations when setting requirments?
Age, Skills, Personal Barriers, Vocational Barriers, Cultural Factors, Caring Responsibilities
What was the lesson in the Power of Change activity?
While we might value change on paper, our bodies and minds resist it because it's uncomfortable