The Liaison unit receives approximately 11,000 calls per annum. We liaise with contacts from police services, the justice departments, hospitals, pharmacies, general public and other clients that the laboratories at FSS are working within.
We ensure the caller gets the best information available and is directed to the correct contact area.
One of the major tasks for the unit is to prioritise incoming police matters to ensure analysis is complete for the courts and to ensure that the correct copies of certificates and statements are available for court appearances. We will alert our analysts of urgent matters and negotiate time frames with the courts; we also coordinate court appearances for scientists.
Our staff help to rectify discrepancies and investigate queries or questions a scientist might have, leaving the 'run around' to us to get the answers they require. We are able to connect to the justice application to update court information, enabling the most up to date and accurate information to support each case.
We take a large range of general queries from the public and direct these to the correct laboratory. Overflow calls from the laboratory are directed to us, to ensure all calls are answered.
Our emergency preparedness plan enables us to act quickly when an emergent situation occurs, supporting laboratory staff so that administrative and other calls are taken via the client liaison call centre.
Our aim is to make sure that callers are fully informed and satisfied with the service they have received.
email: fss@health.qld.gov.au
phone: 1800 000 377