Example: communication protocols and lines of authority

Kathryn works with people with disabilities. Her job focuses on working with, and brokering the funding for, people with support needs. Kathryn is visiting the Simmonds family who have a child with a disability. Kathryn books a car and documents that it is for a home visit, but doesn’t include the family’s details. Kathryn updates the out-of-office function on her computer. She knows that she needs to comply with her workplace’s policy regarding giving out information, and therefore takes the approved information fact sheets to give to the family.

Kathryn ensures that she complies with her workplace’s code of conduct through presenting herself in a professional manner, using transparent communication and assisting the Simmonds’ to make informed decisions. When she arrives home she sends a text to her team leader, who is the next person in her organisation’s line of authority.

The next day Kathryn scans the paperwork from the home visit and emails it to her team leader. She then enters her notes about the visit into the work database to ensure they are accurate. Kathryn’s team leader reviews and approves Kathryn’s paperwork. She prints three copies and sends one to the funding provider, one to the family, and places one in the family’s file as per her workplace’s documentation requirements.