Unit of competency Outline

Date retreived
22/07/2026 8:19 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Maintain relationships with personal injury clients

Maintain relationships with personal injury clients

Unit of competency
National Code
FNSPIM419
State Code
ODK10
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
02/02/2021
View on TGA
State Implementation and Classification
Approved Date
22/04/2021
Field of Education
080501 - Sales
Original Release Date
22/04/2021
Nominal Hours
25
Description
This unit describes the skills and knowledge required to maintain ongoing relationships with and retain the business of clients within the personal injury management sector. It involves using organisational and interpersonal skills in one-to-one interactions to retain and enhance the client relationship.The unit applies to those who use personal injury sector specific knowledge and communication skills and techniques to network, build business and implement organisational strategies.Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Users are advised to check with the relevant state and territory regulatory authorities to confirm those requirements.
Notes
Elements and Performance Criteria
1. Establish client interaction requirements
  • 1.1 Determine client needs and establish follow up required based on claim information and existing case management records
  • 1.2 Establish communication methods and frequency with client
  • 1.3 Confirm level of communication is appropriate to client requirements and adheres to organisational policies and procedures
  • 1.4 Conduct initial client interaction
2. Provide client service
  • 2.1 Review previous interactions with client based on case management records and claim information, and determine client requirements for follow up
  • 2.2 Contact client based on preferred method and frequency as noted in previous case management records
  • 2.3 Seek feedback from client to determine satisfaction levels with service provided
  • 2.4 Resolve problems within scope of own role and escalate as required
3. Maintain records of client interaction
  • 3.1 Confirm client information is current and update as required
  • 3.2 Document client interactions according to organisational policies and procedures, and legislative and regulatory requirements
No information
No information
Replaces
State Code National Code Title Type
AUS55 FNSPIM409 Maintain customer relationship Unit of competency