Client relationship management

The principles of effective Client Relationship Management (CRM) and resources to help with achieving this.

Principles of CRM

Client relationship management is based on the following principles:

  • The CRM monitoring process is facilitated through positive working relationships, honest and open communication, positive feedback and constructive criticism
  • Effective CRM monitoring and review will occur in partnership with organisations and users of the service
  • The CRM Monitoring Framework is designed to support organisations in the earlier identification of issues and appropriate intervention to address these
  • CRM monitoring and review is a process that provides organisations and the department with an opportunity to review expectations of one another and examine performance against these expectations
  • Effective monitoring and review includes respect for the independence and governance arrangements of organisations.

Service agreement requirements

Service agreement requirements is a streamlined contract document. This document replaces the Service agreement information kit and the Policy and funding guidelines. 

The Service agreement requirements outlines the departmental responsibilities and the policies and obligations that all funded organisations must comply with.

To meet the terms of the service agreement, funded organisations must ensure they comply with the:

  • service agreement
  • standard policies and obligations in the service agreement requirements
  • specific policies and obligations in each relevant activity description.

For more information, see Service agreement on the Funded Agency Channel website.

Client Relationship Information System for Service Providers (CRISSP)

The Client Relationship Information System for Service Providers (CRISSP) is a modern and flexible client information and case management system. Developed by the Department of Human Services for the non-government community services sector, the system provides an extensive range of functions for recording client information, assisting case management and enabling electronic reporting of data required by the department.

CRISSP is offered to community service organisations that are funded to provide services in:

  • Placement and Support
  • Disability Services
  • Youth Justice and Youth Services
  • Early Childhood Intervention Services
  • Family Services

For more information on CRISSP support, visit the Systems page on the Funded Agency Channel website.