BTEC Foundation Award in Call Handling for Reports of Anti Social Behaviour

Introduction

For handling initial and ongoing reports of anti social behaviour, a range of organisations use a variety of telephony solutions, from formal call centres to office based call handling functions or a mixture of the two.

This qualification is designed to qualify the student to understand what is anti social behaviour and to acquire the skills needed to support victims. The qualification also accounts for and supports the Home Office best practice guidance for handling complaints of ASB.

We can also incorporate into the tutorial day learning any specific organisational procedures and policies that you may wish to include.

Overview

Understand the basics of call handling reports of anti-social behaviour.

• An overview of the types of ASB
• Dealing with angry / upset callers
  
• How to cope personally with an upsetting call
  
• Crucial information it is vital to get from the caller

Understand the basic skills needed by call handlers to support victims

• Vulnerability and risk from the caller
  
• Advice that could be given as very early intervention or similar approaches

Qualification Structure

The course consists of 10 hours of guided learning, made up as follows:

- 1 tutorial training days - 6 hours
- Home / Work based assignment - 4 hours

Who should enrol

There are no entry or learning requirements for this qualification.

This qualification is intended for individuals or teams who receive calls from members of the public relating to or reporting Anti Social Behaviour & neighbourhood nuisance.

This includes housing providers, local authorities or any other organisation who may receive calls from members of the public about anti social behaviour.

This qualification was developed and piloted in partnership with Merlin Housing Society.

To view a full list of the organisations who have studied with us visit the clients section of our website.

Learning Outcomes

This qualification is a BTEC Foundation Award, learning accredited at this level will reflect the ability to:

Employ a narrow range of applied knowledge, skills and basic comprehension within a limited range of predictable and structured contexts, including working with others under direct supervision, but with a very limited degree of discretion and judgement about possible action.

National Occupational Standards - Skills for Justice (www.skillsforjustice-nosfinder.com)

Where relevant, our BTEC qualifications are designed to provide some of the underpinning knowledge and understanding for the National Occupational Standards (NOS), as well as developing practical skills in preparation for work and possible achievement of the learning outcomes.

The following National Occupational Standards will be used within the content of this Unit:

1B9 - Provide initial support to individuals effected by Anti Social Behaviour and assess their needs for further support.

3A5 - Contribute to the handling of incidents and resources

3A1 - Address the needs of callers

Assessment criteria

In order to pass this qualification, the evidence that the learner presents for assessment needs to demonstrate that they have met all the learning outcomes for the unit these are:

Cost

The cost to enrol a student to this qualification is £295 + VAT. This includes:

Tutorial Dates and Venues

This qualification can be delivered "in house" to your organsiation network or partnership please contact us for further information. To find our more about "in house" courses please click here.

This course is also available at the following open programme dates and venues across the country:

London - Click here to view specific venue and timetable information

20th February 2012

Cardiff - Registration Closed

29th February 2012

Birmingham - Registration Closed

1st March 2012

Manchester - Registration Closed

2nd March 2012

Coming Soon

We are currently in the process of developing a full programme of training and qualifications in this area please contact us for further details.

Associated Qualifications and Training

People who are interested in or have studied this qualification may also be interested in the following qualifications or training (click for details, opens in new window):

BTEC Advanced Award in Neighbourhood Nuisance and Anti Social Behaviour Case Working.

BTEC Intermediate Award for Community Safety Practitioners

BTEC Professional Award Neighbourhood Nuisance and Anti-Social Behaviour Case Work Supervision as a Senior Investigating Officer.

BTEC Advanced Award Operational use of powers contained in the Regulations of Investigatory Powers Act 2000 (RIPA) for Covert Human Intelligence Sources and Directed Surveillance.

BTEC Advanced Award in Practitioner Training for Restorative Approaches

BTEC Advanced Professional Diploma Neighourhood Justice

Conflict Management and Resolution Training

Problem Solving Training

Understanding and Responding to Stalking