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 information kit 

This kit is designed to provide organisations funded by the department and the Department of Education and Training (DET) with online information about service agreements, including:

  • The standard service agreement terms and conditions
  • Funding, payments and price indexation
  • Specific departmental and DET policies
  • Other information that may be useful when delivering services funded by the department and DET.

Organisations are required to comply with the applicable departmental policies contained in the kit, as well as any legislative requirements outlined in the terms and conditions of the service agreement.

For more information, see Service agreement information kit 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.