Client Orientation Workshop

Author: Kylie Davies
Version Date: 13/01/2003

Overview

This document is intended to be used as a handout and guide for workshops around client orientation. Volunteers that work with Computerbank clients are encouraged to attend a work shop on client orientation.

Context

Computerbank is an organisation that provides services to a range of individuals and community groups. As a volunteer worker at Computerbank, depending on what you do, you may have direct contact with our clients (or service users).

Volunteers working in the area of administration (even answering the phone), training and support will be required to do a client orientation workshop.

Who are Computerbank's clients?

Computerbank's clients can be categorised into two groups - low income individuals and community group representatives. Our clients come to us because they can not afford to buy a computer.

Client Characteristics

Individuals that apply for computers from Computerbank come from a range of backgrounds and circumstances. Our clients can include aged pensioners, school and university students, newly arrived refugees and migrants, people with a broad range of disabilities (brain injuries, mental health issues, hearing and visual impairments, amputees and etc), and people from a wide range of cultural backgrounds.

How are they referred? How do they hear about our service?

Computerbank clients can be referred in a number of ways. The most common way is self referral. If a client uses the self referral method to apply for our service, they will then be required to get an *approved agency to write them a letter of support.

Sometimes agencies will let their clients know about our service and will then refer them to us using one of our forms with their agency stamp on it.

*Approved agencies are organisations that can write referral letters for applicants. This can include schools, Centrelink and similar Government agencies, or by services set up to provide assistance to people who are unemployed, who have disabilities / health issues or come from non English speaking backgrounds (NESB).

Most people hear about our service through word of mouth and some are referred through agencies that we have ongoing ties with. As a general rule if Computerbank features in the media (paper, tv, radio) we will get an increase in applications and calls for a short time after the exposure.

How are client applications assessed?

Computerbank uses an application assessment criteria to assess all applications. This criteria provides a method to assign points based on answers to questions within the application form.

Generally where Computerbank has more computers than applications, all applicants will receive computers. Where we have less computers and more applications the number of points an applicant has will determine if they receive a computer. Generally those people who get 3 or less points fall off the list. On a positive note, we have not needed to use this system much.

Privacy issues relating to our clients and your work with them

Computerbank respects all individuals privacy, in doing this we expect volunteers and staff to keep all information about clients confidential.

Volunteers and staff are asked not to disclose identifying information about clients outside of Computerbank. Volunteers and staff should never give their (or other individuals) home telephone numbers or addresses to clients.

Computerbank has adopted a new Privacy Policy and Privacy Statement which sets out our commitment to new National Privacy Principles. 

Client training issues

It is important to be aware that Computerbank can not schedule the ideal class of trainees. Sometimes we may have to schedule advanced users with "never seen a computer before" users. If this happens, and you find it difficult to work with, you can always get the people having difficulties to come back for one on one training when it is available. No need to send them home (unless you think it is absolutely necessary), get them doing something they can cope with (play cards or Potato Guy).

Sometimes there might be another volunteer that can assist or it may be necessary to involve the referring agency case worker to help with a client and their training needs.

Volunteer / Client Relationships

At this time, current Computerbank policy with respect to client / volunteer relationships outside of Computerbank is to be interpreted loosely as being "don't go there" unless both parties have consented and are aware that the relationship outside of Computerbank is a private and personal one.

Computerbank volunteers and staff should not give their telephone numbers to clients as part of the working Computerbank relationship. For the purpose of "all round security and assurance" Computerbank requires that two volunteers attend when visiting clients on home support calls.

Incidents with volunteers,clients, staff and others

All incidents that involve clients, volunteers, staff and others should be reported to the State Coordinator or the Volunteer Coordinator. Incidents will be dealt with inline with our grievance policy which is currently being revised.

Strategies for dealing with difficult clients

If you find that a client is difficult for whatever reason and under whatever circumstances (telephone / in person) you have the right to respond in an appropriate manner. Sometimes this can mean having to say "time out", walk away and go and find someone who can help you deal with the situation.

If a client is unnecessarily rude on the phone, you do have the right to let them know or you can choose to hang up on them. It is important that you let someone know that you are experiencing difficulties with a client. The State Coordinator and the Volunteer Coordinator are the people who can help here.

Last thing. Respect all people

Above all it is important that we treat all people with equal respect and fairness. All people means everyone: you, volunteers, clients and others.

Questions and Feedback

Questions and feedback about this document are encouraged and can be directed to the author, Kylie Davies via email mailkylie@optushome.com.au