voices learning prospectus

VOICESOFINDEPENDENCECHANGE &EMPOWERMENT INSTOKE-ON-TRENT

LEARNINGPROSPECTUSListening, Learning and Leading with theLived Experience of Local People



“Stoke on Trent will show the world how a city can learn, change and develop as a result of listening to the

voices of its citizens who have had some of the toughest experiences”

___

“Services will learn and develop from regular and sys-tematic testing & evaluation by expert citizens”

___

“We will share through master classes, communities of practice, blogs, online webinars

and videos”

- Expert Citizens of Stoke on Trent

OUR AIMS


This prospectus has been developed for you to access a variety of learning opportunities that will enhance awareness, skills, knowledge and qualifications.

If you work (including volunteering) within a Stoke on Trent service that supports people experiencing homelessness, mental ill health, re offending and / or addictions these courses are FREE for you to attend.

The opportunities have been mapped to meet your needs and to re-spond to suggestions that have been identified from a survey conduct-ed by VOICES, as needs identified within our Communities of Practice and also discussions from our partnership meetings.

The prospectus includes events that respond to changes in legislation and systems, thus providing you with up to date knowledge. Of key changes. Within each section there are a variety of courses available to provide flexibility of options to best suit your roles.

Throughout the duration of the VOICES programme there will be regular updates and additions to the prospectus in response to further surveys and your future needs.

INTRODUCTION


To register your interest for any of the courses contactthe Training Lead within your own organisation.

They will be able to discuss actual course dates and venues with Sha-ron Sharman, Learning and Evaluation Manager at VOICES.

If you have any recommendations for additions to this prospectus please contact Sharon directly at:

Sharon Sharman

VOICESFloor 1Federation HouseStation Road, Stoke on Trent, ST4 2SA

Tel 01782 450760Mob 07766 294793

[email protected]

CONTACT

VOICESOFINDEPENDENCECHANGE &EMPOWERMENT INSTOKE-ON-TRENTTYPES OF

LEARNINGOPPORTUNITIES

MasterclassA masterclass is a learning opportunity facilitated by someone who has significant expert knowledge or is a ‘best practitioner’ within the subject area and who may have national recognition.

Accredited CourseThese courses provide officially recognised and approved qualifica-tions that can demonstrate your professional competence and enhance your CV, career prospects and personal progression.

SeminarA seminar if often facilitated by one or more specialists who may in-clude formal presentations within the session. Group discussions and activates are organised to support attendees to learn from one another.

Training CourseA single session or a series of sessions offering tools and techniques to enhance skills in a particular subject or profession, often leading to a certificate of attendance that evidences your competence.

Awareness Sessions These non-accredited sessions include introductions to and updates of an issue or subject and can include changes to laws and legislation.

VOICESOFINDEPENDENCECHANGE &EMPOWERMENT INSTOKE-ON-TRENTCONTENTS

Section 1: EXPERT CITIZEN TRAINING

The opportunities in this section are delivered by Stoke Expert Citizens who are using their skills and experience to educate and inform oth-ers. The facilitators continue with their professional development and, as they progress through their engagement plan, they will be develop further opportunities for services, volunteers and customers to become better informed of lived experience of multiple needs in the city of Stoke on Trent.

Preparing for INSIGHTAwareness Session

INSIGHT Evaluator TrainingTraining Course

Expert Citizen Educator TrainingAwareness Session


Section 2: HOUSING & HOMELESSNESS

Homelessness VulnerabilityMasterclass

Housing First ApproachMasterclass

Preventing Evictions and ExclusionsAwareness Session

Homelessness LawAwareness Session

Allocation of Housing Accommodation LawAwareness Session

Housing Options and Rights Awareness Session


Section 3: MENTAL HEALTH & WELLBEING

Psychologically Informed EnvironmentsMasterclass

Stress ManagementAwareness Session

Understanding PsychosisAwareness Session

Understanding Self InjuryAwareness Session

Understanding Suicidal CustomersAwareness Session

The Function and Experience of AddictionAwareness Session

Building Self esteemAwareness Session

Understanding Grief and LossAwareness Session


Section 4: SOLUTION FOCUSED TECHNIQUES

Solution Focused PracticeMasterclass

Certificate in Resource Based Therapies (BPS Approved) Accredited Course

Motivational Interviewing and Solution Focused PracticeAwareness Sessions

Solution Focused Practice Foundation CourseAccredited Course

Solution Focused Practice and Substance MisuseAccredited Course


Section 5: SOCIAL CARE

Section 6: OUTCOME BASED ACTION PLANNING

New Care ActSeminar

Train the Trainer: Outcome Star ChampionAccredited Course – Licensed Trainer

Outcome Star and Support PlanningMasterclass


Section 7: COMMUNITY INVOLVEMENT & CUSTOMER SUPPORT

L1 Progression: CitizenshipAccredited Course

L2 Peer MentoringAccredited Course

L2 Customer Service (includes L1 Work Skills andEmergency First Aid) Accredited Course

VOICESOFINDEPENDENCECHANGE &EMPOWERMENT INSTOKE-ON-TRENTSECTION 1

EXPERTCITIZENTRAINING


PREPARING FOR INSIGHT DURATION: 2 Hours

OVERVIEW:This session will provide you with understanding of:• Coproduction and the value of Expert Citizens• Golden Ticket Service Standards• What the INSIGHT process involves• Appreciative Enquiry• INSIGHT logos and meanings

The session is delivered by two Expert Citizen Evaluators and includes a brief presentation

Attendees will have the opportunity to participate in a Question and Answer session to clarify understanding of the programme.


PROFESSIONAL DEVELOPMENT:Services who are considering or have committed to taking part in the INSIGHT programme will be better informed of the process and aims of INSIGHT, enabling the service to prepare for and effectively communicate the evaluation to customers, partners and service staff.

WHO SHOULD ATTEND:• Organisational and service leads of VOICES partners• Employees of organisations and services who work closely

with VOICES and who may choose to participate in the INSIGHT programme

• Organisations and businesses who are considering adopting the INSIGHT programme as part of their service evaluation procedures


COURSE TITLE:INSIGHT Evaluator Training

DURATION:4 x 3hr sessions

(Minimum)

OVERVIEW:This course is designed to equip Expert Citizen volunteer evaluators with the skills needed to work on INSIGHT visits and service interviews. INSIGHT report writing is also included in the training sessions. The course is divided into a variety of learning methods including presentations, group discussions, reflective practice and role plays.


PROFESSIONAL DEVELOPMENT:The course provides skills and awareness in the following areas:• Appreciative Enquiry• Sharing Good Practice• Interview Skills• Ethics• Golden Ticket Service Standards• Tools and Methods of Evaluation

WHO SHOULD ATTEND:This course is delivered by Expert Citizens to Expert Citizen volunteers who wish to engage in the INSIGHT programme and participate in local service reviews.


COURSE TITLE:Expert Citizen

Educator TrainingDURATION:1 Day

OVERVIEW:This course is designed to equip Expert Citizen volunteer evalu-ators with the skills needed to work on INSIGHT visits and ser-vice interviews. INSIGHT report writing is also included in the training sessions. The course is divided into a variety of learning methods including presentations, group discussions, reflective practice and role plays.


PROFESSIONAL DEVELOPMENT:The course provides skills and awareness in the following areas:• Understanding the Core Group aims• Telling your own story• Sharing examples of lived experience to raise awareness and

influence change• Ways to capture customer and colleague stories• Presentations and Public Speaking• Social Media Basic Tips• Golden Ticket Service Standards

WHO SHOULD ATTEND:This course is delivered by the Expert Citizens Core group members to Expert Citizen volunteers who wish to engage in educational and awareness raising activities and to contribute to 1001 stories.


HOUSINGANDHOMELESSNESS


MASTERCLASS:HomelessnessVulnerability

DURATION: 3.5 Hours

OVERVIEW:This Masterclass will offer information about recent changes in legislation in relation to homelessness vulnerability criteria. The session provides a summary of 4 major case studies and also includes:• What the changes mean for people making homeless

applications• Working through the homelessness journey: eligibility;

establishing whether or not someone is homeless; priority need; intentionality; local connection – out of borough placements

• Attendees participation in a discussion exercise to raise awareness of the constraints of individuals and organisations


PROFESSIONAL DEVELOPMENT:The Masterclass enhances knowledge and awareness in relation to making and processing homelessness applications and offers the opportunity for participants to understand each other’s challenges and constraints.

WHO SHOULD ATTEND:Anyone who may support people making homelessness applications and anyone who is involved in processing homelessness applications and / or contributes to organisational and departmental homelessness policies and procedures.


MASTERCLASS:Housing First Approach DURATION: 3.5 Hours

OVERVIEW:This Masterclass provides an introduction to Housing First and explains what this means in relation to assessments and support planning.

The method includes a presentation that demonstrate Housing First Approach in practice; a presentation of two case studies where housing was identified as the priority for the customer (VOICES) and an interactive session for participants.

The Masterclass also shares an example from a VOICES customer whose identified housing as his priority and who explains what a difference this has made to his life.


PROFESSIONAL DEVELOPMENT:• Understanding of Housing First Approach: ‘not for everyone’• Knowledge of how the approach can work in practice• Ideas for working with this approach that support us to

respect and meet the individual needs of our customers

WHO SHOULD ATTEND:Strategic Managers, Service Managers and frontline staff as well as any individual who is responsible for organisational procedures in relation to homelessness and housing.


Preventing Evictionsand Exclusions DURATION: 1 Day

OVERVIEW:A one day course to enable learners to appreciate the funda-mentals of preventing evictions.

PROFESSIONAL DEVELOPMENT:This course will prove guidance and best practice in supporting people with:• Avoiding rent arrears• Averting anti-social behaviour• Stopping neglect and damage• Effective use of exclusions• Anticipating abandonment

WHO SHOULD ATTEND:Service Practitioners and Managers who would benefit from developing new and effective techniques for supporting people with multiple needs to maintain accommodation.


Homelessness Law DURATION: 1 Day

OVERVIEW:Learners will understand what is required of local authorities when assisting homeless applicant households.

PROFESSIONAL DEVELOPMENT:This course will provide enhance your knowledge and understanding in relation to:• Homelessness legislation, including orders, regulations and

case law• Statutory guidance issued by the state• Statutory duties in force when assisting homeless applicant

households• Discretionary powers available when assisting homeless

applicant households• Rights of applicants

WHO SHOULD ATTEND:Service Practitioners and Managers who work within or with homelessness services.


Allocation of HousingAccommodation Law DURATION: 3 Hours

OVERVIEW:Learners will understand what is required of local authorities when allocating housing.

PROFESSIONAL DEVELOPMENT:This course will provide enhance your knowledge and understanding in relation to:• Housing allocations legislation, including orders, regulations

and case law• Statutory guidance issued by the state• Statutory duties in force when allocating social housing• Discretionary powers available to when allocating social

housing• Rights of applicants

WHO SHOULD ATTEND:Service Practitioners and Managers who work within or with homelessness services.


Housing Optionsand Rights DURATION: 1 Day

OVERVIEW:This course aims to provide an understanding of the features of a range of housing tenures.

PROFESSIONAL DEVELOPMENT:This course will provide enhance your knowledge and understanding in relation to:• The benefits and disadvantages of different housing options• Identifying a suitable housing solution,• Factors to consider when choosing a home• The rights of tenants and responsibilities of landlords

WHO SHOULD ATTEND:Service Practitioners and Managers who work within or with homelessness and housing services.


MENTALHEALTHANDWELLBEING


MASTERCLASS:What do we mean

by PIEs?DURATION: 3.5 Hours

OVERVIEW:This Masterclass will provide:• Definition of PIE’s (Psychologically Informed Environments)• Examples of organisations that develop and work in PIE’s• Opportunity to explore ways to create PIE’s• Examples of small changes we can make to contribute to a

PIE culture


PROFESSIONAL DEVELOPMENT:Attendees can enhance knowledge, awareness and skills that may support a culture that embraces reflective practice and considers the emotional needs and the psychological needs of customers.

WHO SHOULD ATTEND:Practitioners from any environment with any level of skill who engage in conversation, support planning and development of procedures as part of their role:

Administration, Reception, Peer Mentors, Frontline workers, supervisors, management.


Stress Management DURATION: 2.5 Hours

OVERVIEW:This course aims to provide an understanding of:• How stress impacts on us• Stressors• Responses to stress• Identifying ways to de-stress.

PROFESSIONAL DEVELOPMENT:This course will support you to:• Have a better understanding of what causes stress• Have a better understanding of the effects of stress• Identify your own stressors• Identify your own de-stressors.

WHO SHOULD ATTEND:Any staff member including volunteers who wants to understand ways to maintain their own mental health.


Understanding Psychosis DURATION: 2.5 Hours

OVERVIEW:This course includes:• An explanation of psychosis and signs of its development.• Theories of why psychosis develops.• An opportunity to explore a client narrative of psychosis.• Understanding of roles and agencies.

PROFESSIONAL DEVELOPMENT:This course will provide you with:• Greater understanding of psychosis including warning signs.• Increased awareness of own role and that of others in

supporting someone with psychosis.

WHO SHOULD ATTEND:Anyone with an interest or who is supporting customers who may already have or may develop psychosis.


Understanding Self-Injury DURATION: 2.5 Hours

OVERVIEW:This course will explain:• What is self-injury• Why people self-injure• Responses to self-injury – what helps

PROFESSIONAL DEVELOPMENT:This course will provide you with:• A greater understanding of the nature of self-injury• Greater awareness of how to support people who self-injure.

WHO SHOULD ATTEND:Anyone wishing to enhance their understanding or who is supporting customers who self-injure.


UnderstandingSuicidal Customers DURATION: 2.5 Hours

OVERVIEW:This course will explain:• The prevalence of suicidal thoughts/ attempts/suicides• Risk factors• Helpful responses• How to support clients• The role of other agencies

PROFESSIONAL DEVELOPMENT:This course will provide you with:• A greater understanding of why people consider suicide• The ability to feel better equipped to support clients• An awareness of role of other agencies.

WHO SHOULD ATTEND:Anyone supporting customers who wants to feel better prepared to work with those having suicidal thoughts.


The Function andExperience of Addiction DURATION: 2.5 Hours

OVERVIEW:This course aims to explain:• The functions of addiction in customers’ lives• Overview of the cycle of change model and what helps bring

about change• Appropriate responses to customers• A customer’s narrative and viewpoint.

PROFESSIONAL DEVELOPMENT:This course will provide you with:• Raised awareness of the functions of addiction• Understanding and techniques that will better equip you to

support people with addiction issues

WHO SHOULD ATTEND:Anyone working with customers who may have addiction issues.


Building Self-Esteem DURATION: 3 Hours

OVERVIEW:This course includes:• A definition of self-esteem with consideration given to caus-

es of low self-esteem• A look at how to identify the signs of low self-esteem and

how it can impact individuals• Exercises in how to build self-esteem for oneself and others

PROFESSIONAL DEVELOPMENT:• Attendees will have a better understanding of what self-

esteem is, and what can impact on it negatively and positively

• Attendees will know how to identify low self-esteem in themselves and others

• Attendees will experience exercises that can help to build self-esteem in themselves and others

WHO SHOULD ATTEND:Anyone who works with people who may have low self-esteem, or who have the potential to have it.


The Function andExperience of Addiction DURATION: 2.5 Hours

OVERVIEW:This course aims to explain:• The functions of addiction in customers’ lives• Overview of the cycle of change model and what helps bring

about change• Appropriate responses to customers• A customer’s narrative and viewpoint.

PROFESSIONAL DEVELOPMENT:This course will provide you with:• Raised awareness of the functions of addiction• Understanding and techniques that will better equip you to

support people with addiction issues

WHO SHOULD ATTEND:Anyone working with customers who may have addiction issues.


SOLUTIONFOCUSEDTECHNIQUES


MASTERCLASS:Solution Focused Practice DURATION: 3.5 Hours

OVERVIEW:This Masterclass provides a half day introduction to the theory and practice of Solution Focused Practice and aims to value delegates and their existing skills and provide take away skills for delegates.

The method includes an interactive approach with minimal didactic delivery and skills exposure using ‘Real play not Role play’.

PROFESSIONAL DEVELOPMENT:The Masterclass offers understanding of solution focused practice and brief tools that can be used ‘immediately’. It is an introductory session and is an excellent opportunity to begin to develop skills.

WHO SHOULD ATTEND:Practitioners from any environment with any level of skill who engage in conversation as part of their role:

Administration, Reception, Peer Mentors, Frontline workers, supervisors, management.


Certificate in ResourceBased Therapies(BPS Approved)

DURATION: 4 Days

OVERVIEW:This course consists of 3 modules and requires 4 days attend-ance to complete:• Motivational Interviewing & Beyond • Positive Therapy • Solution Focused Brief Therapy Delegates who attend will be awarded at the end with a Certifi-cate of Attendance. As an additional option delegates can take an assessment (comprising of additional reading and an online test) – success-ful completion of which will result in obtaining a Certificate of Assessed Academic Competence with 10 CPD hours attached to each day.


PROFESSIONAL DEVELOPMENT:• An understanding of the principles and techniques

contained within Solution Focused Brief Therapy (SFBT)• A toolbox of simple but effective strategies and tips for

working more successfully with your customers clients, no matter how challenging or stuck they are

• An approach for dealing with increasing work pressures more productively

• New insights into your customers and into solutions for their complex needs.

• Understand what “client (person) centred” really means• Techniques to prevent customer dependency• Increased confidence in working with your most complex

customers

WHO SHOULD ATTEND:Service Practitioners who would benefit from developing new and effective techniques for supporting people with complex needs within time constraints including: Housing Support Staff, Homelessness Workers, Substance Misuse Workers, Probation Officers, Service Coordinators, Outreach workers, Social Workers, Physical and Mental Health support workers (G.P’s / Counsellors / Psychologists / Occupational Therapists etc.)


Motivational Interviewingand Solution

Focused PracticeDURATION: 3 Days

OVERVIEW:An integrated MI and SFP course: 3 days over 3 weeks

Day 1: MI Theory, Practice and Application - How MI compli-ments SFPDay 2: Theory and Practice of SFPDay 3: Application to Practice

This course is aimed at organisations that wish to develop the skills and understanding of staff in a variety of roles, ensuring that techniques can be used to support customers from their first contact, hence creating a “Whole Organisational Ap-proach”.


PROFESSIONAL DEVELOPMENT:This course will provide you with enhanced awareness and skills in:• Motivational Interviewing Techniques• Solution Focused Practice• Understanding how MI / SFP can increase effectiveness of

conversations with customers• Resource based approaches to compliments and complaints

WHO SHOULD ATTEND:Employees and Managers who would benefit from developing new and effective techniques for supporting people with complex needs within time constraints including:

Reception Staff - Administration Staff - Support Staff - Managers


Solution Focused Practice Foundation Course DURATION: 2 Days

OVERVIEW:This course provides a thorough introduction to the principles and practices of Solution Focused Brief Therapy including:• The development of the approach• Theoretical underpinnings• The therapeutic process• A set of adaptable skills

Completion of this course enables participants to begin using solution focused practice when they return to work.


PROFESSIONAL DEVELOPMENT:This course will provide you with enhanced skills in:• Situations requiring rapid engagement and cooperation • Supporting customers to focus on a preferred future rather

than ‘regretted past’• Focusing on resources and assets rather than deficits• Solution Focused Listening• Creating motivation• Highlighting progress• Finishing solution focused conversations

WHO SHOULD ATTEND:Service Practitioners who would benefit from developing new and effective techniques for supporting people with complex needs within time constraints including:

Housing Support Staff, Homelessness Workers, Substance Misuse Workers, Probation Officers, Service Coordinators, Outreach workers, Social Workers, Physical and Mental Health support workers (G.P’s / Counsellors / Psychologists / Occupational Therapists etc.)


Solution Focused Practice and Substance Misuse DURATION: 2 Days

OVERVIEW:A practical and skills based course for service providers to in-crease techniques in supporting people to develop more satisfy-ing and productive lifestyles..

PROFESSIONAL DEVELOPMENT:This course provides an opportunity for learners to refresh their ideas and build on existing knowledge and skills through:• Learning about solution focused approach• Gaining practical skills with the aim of building competence• Exploring and building on existing skills• Looking at issues related to substance misuse• Building professional confidence

WHO SHOULD ATTEND:Service practitioners and managers who support people with multiple needs and whose role it is to facilitate change within customers.

This course is aimed at people who are already familiar with solution focused approach


SOCIALCARE


MASTERCLASS:New Care Act DURATION: 3.5 Hours

OVERVIEW:The aim of this event is to introduce the New Care Act, explain-ing recent changes and, in particular, the introduction of a stat-utory framework for safeguarding adults in England. The Mas-terclass explains and explores what this change means to local organisations and the requirements of statutory organisations.

PROFESSIONAL DEVELOPMENT:Delegates will be provided with an understanding of current legislation and be informed of the responsibilities of local organisations; in turn this will also provide support service managers and frontline workers with knowledge that may enhance confidence when there is a need to advocate on behalf of or support customers to challenge systems and overcome barriers.

WHO SHOULD ATTEND:Any individual who works in a role of responsibility in relation to the Care Act and individuals within a support role / service within or alongside Adult Social Care Services.


OUTCOMEBASEDACTIONPLANNING


Licensed TrainerOutcome Star

DURATION: 2 Days+ 1 Day Preparation

OVERVIEW:This course aims to ensure that participants are competent and confident to deliver Outcome Star training within their organisation and the VOICES partnership. Learning consists of a mixture of trainer delivery, reflective learning, discussion and questions, peer practice, observed practice, facilitator and peer feedback and self-assessment. Individuals who attend and pass this course will receive:• An annual licence to train staff internally in any version of

the Outcomes Star• The Outcomes Star Trainer manual, with trainers notes,

hand-outs and other guidance on running an Outcomes Star training day, which is reviewed regularly

• Access to an email/ring back support service - participants receive a rapid response either by e-mail or a telephone conversation

• A buddy system with a fellow Licensed Trainer from the same course


PROFESSIONAL DEVELOPMENT:On agreement with the course facilitator attendees will be provided with a license that allows them to deliver training relating to any star within their own organisation.

WHO SHOULD ATTEND:Ideally individuals should have some training / leadership experience; direct experience of working with people with multiple needs and experience of using the outcome star in the workplace.


MASTERCLASS: Outcome Star

and Support PlanningDURATION: 3.5 Hours

OVERVIEW:This Masterclass offers clear explanations of:• What is the Outcome Star and why it is used in support

planning• How to use all sections of the Outcome Star• Effective planning with customers• When to use the Outcome Star• When to review the Outcome Star


PROFESSIONAL DEVELOPMENT:Delegates will be provided with a thorough understanding of how the Outcome Star, when used effectively, supports and contributes to support planning and progress reviews.

For delegates who attend but who do not directly use the Outcome Star within their own organisations this Masterclass enhances awareness and understanding of the importance of engaging with those who do in order that the customer can best achieve their goals.

WHO SHOULD ATTEND:Any individual who works for an organisation that adopts the Outcome Star as part of their support planning tools and any individual who works alongside these within the VOICES partnership and who will benefit from learning about the Outcome Star. This session is also highly appropriate for any organisations who are considering the use of the Outcome Star as part of their own service(s).


COMMUNITYINVOLVEMENTMENTORINGANDEMPLOYABILITY


Level 1 Diploma inProgression: Citizenship

DURATION: Portfoliodeveloped at own pace

OVERVIEW:Diploma in Progression offers a comprehensive range of knowl-edge and skill units to enable learners to meet their personal development and employment-related learning needs. The qual-ification is flexible, with a level of choice available to the learner to select units that reflect their individual needs and aspirations. There are a combination of mandatory units that learners must achieve to gain the qualification.


PROFESSIONAL DEVELOPMENT:Learners will have the opportunity to gain skills in many areas including:• Health and Safety• Team working• Communication Skills• Individual rights and responsibilities• Personal budgeting and managing money• Drug and Alcohol Awareness• Developing interpersonal skills• Developing confidence and self-awareness• Improving assertiveness and decision making• Understanding equal opportunities• Speaking and listening skills• Time management• Understanding personal and interpersonal conflic• Introduction to drug awareness • Understanding diversity within society• Managing social relationships• Skills for employability• Recognising own skills for personal development

WHO SHOULD ATTEND:Adults seeking to enter employment for the first time and those returning to learning: the qualification is also appropriate for learners who may have felt disengaged from learning and/or employment in the past.



Level 2 Mentoring Skills DURATION:24 Hoursof Taught Sessions

OVERVIEW:Learners will gain skills and knowledge relevant to the role of the mentor, and explore personal requirements for successful mentoring.

PROFESSIONAL DEVELOPMENT:Learners who complete the course will:• Understand the stages of the mentoring relationship• Understand a range of techniques to enable customers to

feel comfortable and at ease with their peer mentor.• Understand the boundaries of a mentoring relationship• Understand when and to whom referrals should be made

To achieve the accredited Level 2 Award in Mentoring, there is independent study required to complete short assignment tasks to demonstrate your understanding.

WHO SHOULD ATTEND:Potential mentors and professionals who have responsibility for mentoring within their organisation.



Level 2 Customer Service Skills inc. Level 1 work Skills

and Emergency First Aid

DURATION:12 Weeks x 3 Hours

Covering 3 Qualifications

OVERVIEW:

This course aims to ensure that learners:• Know the characteristics of customers and their

experiences• Understand how customer service is delivered within

organisations• Customer service practices and procedures• Legislation (external and internal) relating to customer

service• Know how to improve personal performance in customer

service• Know how to deliver reliable customer service• How to deal with queries, requests and issues

The course involves a variety of Work Skills options including:• CV writing• Job Search and Job Applications• Rights and responsibilities• Interview Skills• Working in a Team• Building relationships with customers and colleagues• Emergency First Aid qualification


PROFESSIONAL DEVELOPMENT:This course is designed to provide underpinning knowledge and understanding of customer service and to prepare individuals for the workplace

WHO SHOULD ATTEND:People who aspire to work in a customer focused environment and who wish to progress to voluntary or paid employment.

voices learning prospectus

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