LO 1 - Greet and observe clients

1.1. What does it mean to provide first point of contact?

Providing first point of contact refers to the first person who is most likely to meet and greet the
client. It is important to consider the context in which any worker and client interaction occurs,
as the environment or circumstances surrounding. This contact can affect the client’s behavior.
For example, if you were visiting a family and the parent insisted the child join the discussion,
then the child may be resentful and resistant. Similarly, if you were speaking with an adult client
of a disability service about their sexual relationships and the person’s mother or father insisted
on joining the conversation, then the client may become very unwilling to answer further
questions or make comments.

Hence understanding the context in which the behavior takes place helps you gain an
appreciation of the motivations behind some actions or responses. Contacting with clients gives
you an opportunity to learn more about your client; hence your communication should
demonstrate respect for a client’s opinion. You can achieve this by listening to their ideas and
points of view, accepting that you will have differences of opinions and values and not
overreacting to a client’s behavior or statements. Be genuinely interested in how that client
acquired those beliefs; this helps in understanding the client holistically.
Regardless of job title, the first point of contact is the public face of the organization.

The role may include a range of responsibilities, and characterized 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.

Listen and Acknowledge clients

Listening is very different from hearing.