People reach Nexus resources in different ways and have different needs and preferences. Good support starts by asking, not assuming.
The electronic resources people use
- the intranet — policies, forms, the directory and guides
- the knowledge base — how-to guides
- the shared drive and the records register
- online forms and the Service Desk
Start by understanding what they need
- Ask what they’re trying to do and which resource they need.
- Ask how they prefer to access it — device, format, or any adjustments that help them.
- Confirm you’ve understood before you act.
Don’t assume someone’s needs, preferences or skill level from how they look or where they’re from — ask and listen. Everyone deserves the same respectful, patient support.
Cultural safety and respect
Support people in a way that’s inclusive and culturally safe — this includes Aboriginal and Torres Strait Islander colleagues and customers, and people from all backgrounds.
- Be respectful and patient; let the person guide what works for them.
- Consult rather than assume, and check you’ve understood.
- Be aware that some information may have cultural considerations — if someone raises one, take it seriously and ask how they’d like to proceed.
- If you’re unsure how best to help, ask the person, or check with your supervisor.
Privacy
Only help with access the person is entitled to, and only handle their information as needed. Follow the Privacy Policy and the Information Security policy. Don’t share logins.
If access is needed
Access to systems and shared drives is granted on a work-need basis with approval — raise an IT access request. For a technical problem, log a Service Desk ticket.
The simple rule
Ask, listen, and don’t assume. Confirm what the person needs and support them respectfully to get there.