National practice standards for the mental health workforce 2013

Standard 11: Communication and information management

Page last updated: November 2013

A connection and rapport with people with lived experience and colleagues is established by mental health practitioners to build and support effective therapeutic and professional relationships. Practioners maintain a high standard of documentation and use information systems and evaluation to ensure data collection meets clinical, service delivery, monitoring and evaluation needs.

The mental health practitioner:


  1. Establishes a positive rapport with people, families and carers, adapting a communication style and using age-appropriate mediums to facilitate engagement
  2. Uses culturally appropriate non-verbal communication, including eye contact and body posture
  3. Demonstrates active listening skills and advanced interpersonal skills
  4. Communicates verbally and in written documentation in a well-formulated, concise and clear way
  5. Provides timely written feedback or correspondence to people, families/carers, referrers and other appropriate, involved professionals

Information management

  1. Informs the person, families and carers about information exchanged related to their care
  2. Fulfils reporting requirements in a timely manner
  3. Legibly and thoroughly completes designated forms for documentation and reporting
  4. Uses current available technology to facilitate timely communication and effective service delivery
  5. Maintains contemporary skills in using information technology and related practices, for example, electronic records
  6. Adheres to professional and ethical requirements when using social media
  7. Treats personal information obtained in a professional capacity as private and confidential