Quality Contact Framework quality checking 111-22010000

Element

Question and Criteria

Examples of what to look for in the evaluation

Helpful reference links

Communication management is demonstrated through effective communication skills

Did the staff member manage the communication effectively?

• Using appropriate greeting
• Using tailored professional language
• Demonstrating empathy
• Remaining objective
• Clear and effective messaging using plain English principles
• Ascertaining reason/s for contact
• Active listening
• Assessing the need for and appropriately engaging an interpreter (where required)

• Use of best practice greetings
• Use of inclusive and respectful language
• Using an active voice (where possible)
• Engaging in respectful conversations
• Active listening without judgement to customers presenting circumstances
• Demonstrating empathy and using simple, everyday words and inclusive language, without jargon
• Maintaining an even volume during discussions with customers
• Speaking at a moderate pace, not too fast and not too slow
• Having correct platform open and ready for contact
• Appropriate use of hold and advising of expected wait time, including returning to customer at regular intervals to inform of the new time frame
• Followed the First Contact Resolution principles
• Remained calm and did not become defensive and/or emotional during interaction
• Acknowledged customer concerns/comments
• Reflect on what customer said by paraphrasing
• Applied de-escalation techniques where required
• Keeping the conversation focussed without sounding dismissive
• Transferring customer to appropriate line/person to assist with enquiry where required

• Answering calls in Centrelink
• Contact with Child Support customers
• Telephone standards for Medicare and Health Delivery
• Customer aggression - Prevention and management

Contact management is demonstrated through effective handling of an interaction efficiently from beginning to end

Was the contact handled efficiently from beginning to end?

• Preparing for the contact
• Managing the length of the contact without compromising outcomes
• Maintaining composure in difficult situations
• Managing expectations of the contact
• Structuring the contact with logical flow
• Resolving the enquiry at first contact where possible and pre-empted future needs
• Summarising actions at the conclusion of the contact
• Controlling the conversation

• Having correct platform open and ready for contact
• Appropriate use of hold and advising of expected wait time, including returning to customer at regular intervals to inform of the new time frame
• Followed the First Contact Resolution principles
• Remained calm and did not become defensive and/or emotional during interaction
• Acknowledged customer concerns/comments
• Reflect on what customer said by paraphrasing
• Applied de-escalation techniques where required
• Keeping the conversation focussed without sounding dismissive
• Transferring customer to appropriate line/person to assist with enquiry where required

• Answering calls in Centrelink
• Contact with Child Support customers
• Telephone standards for Medicare and Health Delivery
• First Contact Resolution (FCR)

Information management is demonstrated by understanding the circumstances and providing tailored information

Did the staff member demonstrate an understanding of the circumstances and provide tailored information?

• Delivering clear and succinct information
• Answering questions in relation to decisions
• Effectively question to confirm and clarify
• Taking into account individual circumstances
• Confirming understanding
• Paraphrasing throughout the contact

• Giving clear and direct instructions and/or information
• Tailor support based on a customers’ individual needs.
• Asked clarifying questions and confirming information
• Addressing concerns/issues raised during the interaction
• Not interrupting customer and not speaking over the top of the caller

Element

Question and Criteria

Examples of what to look for in the evaluation

Helpful reference links

Technical quality is demonstrated by accurately providing and/or updating information

Was the information and/or update accurate?

• Utilising system tools and appropriate resources effectively
• Providing accurate information as contained in Operational Blueprint or branch approved resource
• Updating information accurately as outlined in Operational Blueprint or branch approved resource
• Identifying and offering services relevant within the interaction
• Seeking technical advice through the approved channels

• Followed processes in Operational Blueprint for the relevant enquiry or work type
• Followed procedures when required. This includes using the relevant agency system when a relevant process is available
• Required updates in relation to contact were updated during the interaction where required
• Completing transactions accurately includes gathering information and making relevant decisions when required
• Identified possible payments or services applicable to customer and connecting them to payments and services in a timely manner
• Providing options and connect customers to internal and external supports based on their individual need
• Followed Technical Support Model where required

• First Contact Resolution (FCR)

Contact ownership is demonstrated by taking ownership of the interaction and ensuring the contact was kept informed

Did the staff member take ownership of the contact?

• Providing the contact with everything they need to know to make an informed decision
• Explaining factors contributing to a decision
• Explaining obligations
• Explaining review and appeal rights
• Following appropriate hand off procedures
• Following feedback and complaints process
• Acknowledging and correcting mistakes, without placing blame

• Understood decision and implications, then clearly explained the reason and documented the discussion with the customer
• Discussed the decision using information on the customer’s record and/or by use of Local Peer Support (LPS)
• Explained review and appeal rights, including options, relevant processes and expected completion timeframes (can relate to decisions that have already been made and/or decisions that were made during the call)
• Took ownership of contact, acknowledged and corrected any mistakes located, without blame

• First contact about a decision and the internal review process
• Review objection
• First Contact Resolution (FCR)

Digital Streaming is demonstrated by transitioning to digital channels at every opportunity unless they are not eligible, or the staff member deems it to be inappropriate based on their circumstances

Were the staff expectations listed in Operational Blueprint in relation to self service met?

• Transitioning to digital channels at every opportunity where possible and appropriate
• Educating about the self service options available to them
• Troubleshooting digital channel dropouts and access issues
• Appropriately escalating self service issues

• Set up customer for self service
• Appropriately escalated any issues that could not be fixed
• Educated customer about self service, including how to use the platform/s
• Troubleshooting problems and assisted customer back to self service channel where applicable

• Accessing and using self service

Element

Question and Criteria

Examples of what to look for in the evaluation

Helpful reference links

Maintaining privacy and secrecy is demonstrated through appropriate handling of personal information

Was privacy and secrecy maintained throughout the interaction in accordance with relevant legislation?

• Following authentication and identification processes
• was asked all Category A mandatory questions
• was asked and correctly answered the correct amount of Category B questions
• was authenticated or identified
• Requesting personal information
• Accepting, using and disclosing personal information
• Requesting protected information
• Accepting, using and disclosing protected information
• Following nominee or representative arrangements

• Followed the authentication process correctly
• Read the privacy message before proceeding with outbound contact or if/when third party entered conversation
• Asked correct authentication questions, customer answered all authentication questions correctly
• Checked for and asked password after authentication process
• Did not disclose any information before completing authentication
• Followed the authentication steps in myGov linking application in addition to the Authentication process.
• Understanding Authentication process for Agency contact versus myGov line contact

• Authenticating a Centrelink customer
• Authenticating a Child Support customer
• Authenticating a Medicare customer
• Using the myGov Linking Application
• Troubleshooting myGov

Risk identification and referral is demonstrated by identifying, supporting and appropriately referring where child safety concerns are held or who may be affected by family and domestic violence

Was child safety, abuse of older Australians or FDV risks identified and acknowledged, and appropriate actions taken?

• Identifying threats to the safety and welfare of a child or older person
• Applying de-escalation techniques
• Acknowledging and clarifying information about threats to child safety
• Proactively identifying family and domestic violence concerns at interaction points or identifying FDV cues at non interaction points
• Identifying appropriate referrals, including opportunities for prioritisation
• Documenting the nature and outcome of discussions
• Returning to initiating interaction point or discussion

• Established rapport, demonstrated empathy during interaction
• Guided the customer through actions to protect their privacy and safety
• Identified any privacy related to safety concerns
• Followed correct procedure after risks to a customer's safety have been identified
• Worked collaboratively with the customer
• Responded compassionately to the person in distress

• Family and domestic violence
• Separating safely - protecting personal details
• Referral to external support services

Criteria

Scenarios

Authenticating or identifying a customer

• Service Officer fails to confirm password
• A caller was not authenticated using the IVR or voice biometrics. Service Officer asked questions, however the information was not on the caller's record to cross check. Service Officer continued with the call and released personal information
• A caller has phoned the agency many times before and knows the proof of record ownership questions that are generally asked. The caller goes straight into 'my name is x, my address is x and my last payment was x'. The Service Officer uses this information to authenticate the customer without asking any questions
• A Service Officer assessing a claim with the customer, accesses the customer's record and updates details provided by the customer without establishing record ownership
• Medicare customer was only able to provide full name and date of birth (two of the Category A mandatory questions) and two of the Category B questions. Service Officer proceeds to assist the customer without completing authentication

Requesting personal information

• Service Officer asks customer to provide personal information on a customer's ex-partner, where this information is not required

Accepting, using and disclosing personal information

• Service Officer discloses Medicare information about a child over 14 where consent has not been given

Criteria

Scenarios

Requesting protected information

• Service Officer requests protected information not required to assess a claim

Accepting, using and disclosing protected information

• At the commencement of a call, a caller is advised 'Before proceeding with this call, I need to inform you that this call may be recorded, monitored or listened to for quality, coaching, security and integrity purposes.' After initial discussion the caller introduces a third party to the call, the statement is not read to the third party
• Service Officer discloses information about a parent to another parent where the disclosure of such information was not required. For example, a customer’s reference number

Following nominee and representatives' arrangement

• Service Officer failed to identify the nominee/representative correctly prior to disclosing information
• Service Officer provided information to a partner where Permission to Enquire had not been given
• The customer has applied for Unreasonable to live at home (UTLAH) payment and requested not to contact one of their parents as this would put them at risk. The Service Officer failed to identify this and contacted the parent putting the customer at risk

Term

Definition

Personal information

The Privacy Act 1988 defines 'personal information' as information or opinion about an identified individual, or information that an individual can be reasonably identified by, whether or not it is true or has been recorded.

Privacy breach

A privacy breach occurs where there is unauthorised collection, use, disclosure, access or loss of personal information which the agency holds, in accordance with the Privacy Act 1988 (Cth) or the Australian Privacy Principles.

Procedural breach

A procedural breach occurs where there is a failure in following the agency's approved processes (for example not following the Operational Blueprint) This may or may not involve a privacy breach.

Protected information

Protected information is generally defined as information about a person collected under the relevant legislation that is or was held in the records of the agency.

Sensitive information

Sensitive information is defined in section 6 of the Privacy Act 1988 as:

• (a) information or an opinion about an individual's:
• (i) racial or ethnic origin, or
• (ii) political opinions, or
• (iii) membership of a political association, or
• (iv) religious beliefs or affiliations, or
• (v) philosophical beliefs, or
• (vi) membership of a professional or trade association, or
• (vii) membership of a trade union, or
• (viii) sexual orientation or practices, or
• (ix) criminal record
  that is also personal information, or
• (b) health information about an individual, or
• (c) genetic information about an individual that is not otherwise health information, or
• (d) biometric information that is to be used for the purpose of automated biometric verification or biometric identification, or
• (e) biometric templates