What it is
A one day
skills course on investigating complaints in social services developed
and delivered by experienced LGO investigators. Participants can
draw on a fund of knowledge gained from our experience of over
three decades of complaints investigation. The course presenter
will be familiar with the complaints regulations and with
the authority’s
complaints procedure.
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Who it is for
For social services complaints officers, social services managers
and other senior officers who investigate complaints at stage two
of the statutory complaints procedures, and for independent persons
and independent investigators.
For those receiving and dealing with the earlier stages of complaints
the Good complaint handling in social
services course
is recommended.
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What it does
The aim of the course is to help participants to develop their
skills in:
- defining and analysing complaints
- planning investigations and making the best use of sources
of information
- evaluating information and making sound decisions
- communicating those decisions effectively
- resolving and learning from complaints
- overcoming common problems
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How it is done
The
course is interactive using a variety of activities and materials
including:
- participants’ experience of making complaints and our
experience of what can go wrong
- research findings on what contributes to customer satisfaction
and trust in service providers
- a troubleshooting exercise to consider the problems staff encounter
and possible solutions
Participants work on a social service case study. Using their expertise
and drawing on the experience of the investigator, they define,
investigate and reach a conclusion on a complaint. The presenter
explains the principles applied by the LGO for resolving complaints
and this is applied to the case study.
The presenter offers guidance and insight throughout the day on
applying the LGO’s principles of good practice in investigating
complaints.
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Prices
One-day course for
a group of up to 15, with one presenter: £975
One-day course for a group of up to 30, with two presenters: £1,650
No extra charge made for trainer’s travel and expenses. Prices
assume you will supply the venue for the course. Full details of
venue requirements and of our terms and conditions for supplying
training provided on request.
Smaller authorities with fewer than 15 staff to put forward for
training may wish to get together with neighbouring authorities
to hold a regional LGO training event, and so share the costs.
Duration
10am to 4:30pm
Contact
Training Administrator
01904 380226
training@lgo.org.uk
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