Receive and provide information within communities

1. ​deal with community members in a fair, polite and open way in line with your organisation’s policies and procedures 2. maintain your appearance and behaviour to the standards required by your organisation 3. clarify information you receive using techniques identified in organisational guidelines and training 4. manage situations where community members are distressed or anxious in line with organisational guidelines and training you have undertaken 5. deal with complaints in a constructive manner in line with your organisation’s policies and procedures 6. give information to community members at a level and pace which is suitable to them in line with organisational guidelines and training you have undertaken 7. provide information to community members which is clear and relevant to them 8. seek assistance from appropriate people when required to help community members to seek or receive information  9. deliver information at a time and  location that is appropriate for the nature of information being provided 10. agree realistic timescales to provide information with community member where an immediate response for information cannot be given 11. refer community members to other relevant individuals or organisations for information which you cannot provide yourself 12. disclose information to people who are authorised to receive it  13. maintain confidentiality of information in line with your organisation’s policies and procedures and in accordance with community members’ needs  14. maintain accurate, clear and complete records of information received and provided, in line with your organisation’s policies and procedures and the requirements of partner organisations

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