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 receive complaints
and resolve complaints under stage 1 of the statutory
complaints procedures.
For those dealing with the later stages
of complaints the Effective
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:
- identifying complaints
- 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
identify at what point a concern becomes a complaint, decide what
action to take to resolve it and communicating the decision. The
presenter explains the principles applied by the LGO for resolving
complaints.
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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