CPC5 Victims Of Crme And Customer Service

Question 1

What can victims of crime expect from the NSWPF

Answer 1

• comply with the charter of victims rights
• Comply with NSWPF customer service model
• victim focused
• use support persons
• provide victims with victim cards

Question 2

What are the Customer Service Commitments (EARERE)

Answer 2

Easy to Access
Act with empathy
Respect my Time
Explain what to expect (court)
Resolve the situation
Engage the community.

Question 3

Key points with dealing with a difficult customer?

Answer 3

• calm, polite and professional
• Listen and Acknowledge their enquires
• Tell the customer when no further action can be taken and why.

Question 4

Process of on-the-phone

Answer 4

• Event No. Where appropriate
• Ensure messages are followed up
• Use interpreter when necessary
• Trying to resolve customers matter at first contact. 1st

Question 5

Key actions with front counter enquiries

Answer 5

• Victim cards and event numbers
• interpreter/disability services
• victim follow ups occur
• resolve matter at first POC
• greet with courtesy and professionalism
• Personal approach
• be flexible.

Question 6

What is a Victim of Crime (s5 Victims rights and Support Act 2013

Answer 6

Someone who has sustained physical, mental or emotional harm, or property is stolen/damaged due to a criminal act committed.

Question 7

What legislative body sates coroners roles and reportable deaths.

Answer 7

Coroners Act 2009 (NSW)
S10

Question 8

What is a reportable death?

Answer 8

Coroners ACt 2009 s6
Violent or unnatural
Sudden
Suspicious
Not reasonably excepted of a health procedure
From temporally absent from mental health facility.

Question 9

What types of fires or explosions are reported

Answer 9

Deceased,
Criminally suspected of starting it
Fire has significant impact on community or public health and safety risks.
Further investigations
Destroyed 500,000 dollars.

Question 10

What is duty of care

Answer 10

Talking all REASONABLE steps to avoid acts or omissions that could be REASONABLY FORESEEN to harm a person/s