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Evaluation factor - Contacts and relationships

This factor covers the contacts and relationships that are typically required in order to carry out the responsibilities of the role. It measures the requirement for a role to communicate, establish and maintain relationships.

Work value description Points
  • Provide a basic customer service in relation to a specific area of work.
  • Be responsive to requests and liaise with stakeholders on routine matters.
  • Provide and receive routine information based on clearly defined practices and procedures.
  • Liaise with stakeholders in relation to a specific area of work, deliver an effective customer service.
  • Respond to routine enquiries or straightforward matters.
  • Provide general information, advice and guidance based on established agency procedures.
  • Liaise with stakeholders, deliver specific services and assist to resolve straightforward matters.
  • Apply standard procedures to meet stakeholder requirements and offer assistance to solve stakeholder problems.
  • Deliver an effective customer service and provide quality accurate and consistent advice.
  • Represent the work area at internal meetings.
  • Communicate with and provide information and advice to a range of stakeholders.
  • Liaise with stakeholders and assist to resolve moderately complex issues.
  • Provide quality advice to stakeholders and deliver a responsive service within area of expertise.
  • Represent the work area at internal and external meetings and conferences.
  • Communicate with and provide advice and recommendations to a wide variety of customers and external stakeholders.
  • Liaise with stakeholders on moderately complex to complex policy, project or operational issues responding to stakeholder’s needs and expectations.
  • Interpret and explain policies and procedures providing advice and assistance.
  • Represent the work area or agency at meetings, conferences or seminars.
  • Manage relationships with stakeholders to achieve work area goals.
  • Liaise with a range of stakeholders in relation to difficult or sensitive issues.
  • Consult and advise internal and external stakeholders, anticipate and respond to their needs and expectations.
  • Represent the agency by promoting its interest at community and cross-agency levels and undertake a representation or presentation role on behalf of the immediate work area.
  • Develop and manage relationships with stakeholders, engaging and collaborating to achieve outcomes and facilitate cooperation.
  • Present the agency’s position in the context of very complex or sensitive issues to key stakeholders within and outside the agency.
  • Represent and explain the views of the agency at cross-agency meetings and other forums.
  • Initiate, establish and maintain strong relationships with a broad range of stakeholders, promoting the agency’s business objectives and communicating the strategic vision of the agency.
  • Present the agency’s position in the context of highly complex or sensitive issues or contentious information with a range of audiences.
  • Provide a high level of responsiveness and resolve complex stakeholder issues.
  • Represent the agency in cross-agency, inter-jurisdictional, international and other forums.
  • Engage and manage stakeholders through change, resolving conflict and managing sensitivities.
Last reviewed: 
29 March 2018