In this journey

1. Opens an interaction with a service user in the right order: greets them, introduces themself and asks the purpose of the visit or call, then restates the request in a short summary and confirms it is understood, all before giving any information or starting the procedure.
2. Distinguishes between an explanation of the procedure, required documents and expected timeframe that follows the approved service guide in plain language, and one that relies on internal jargon or personal guesswork, and recognises that unclear or conflicting information calls for referral to the supervisor.
3. In a work situation, refers a request outside their authority to the responsible unit and tells the service user that unit's name, the next step and the reference number.
4. Closes an interaction with a short summary of what was done and what happens next. Before ending, records in the system a summary of the interaction and any commitment made to the service user, and promises only what falls within their authority and the approved procedure.