Contact Centre Skills Training for Identifying Domestic Abuse Over The Phone

We have created a new half day skills course specifically for Contact Centres. We know it is hard to release your whole team for training on one day – so now you can book small groups onto our Open Course that will be scheduled through the year

This 3.5 hour skills course explores the complexities of identifying indirect disclosures of domestic abuse and is aimed at contact centre/customer service teams who work on the phone. The course gives delegates the skills, tools and confidence to act on professional curiosity and safely ask about domestic abuse.

It is strongly recommended that delegates have already received domestic abuse awareness training prior to attending this skills course to understand the definition, prevalence, dynamics and impact of coercive control.

 All delegates will receive a ‘Conversation Kit’, a bespoke tool to support contact centre teams to identify and respond to domestic abuse over the phone. This module is highly interactive and use case studies, quizzes, videos and breakout room discussions to engage delegates. 

This course covers:

• The indirect ways domestic abuse can be identified in a contact centre (including neighbours complaints, repair requests and trusting that feeling that something is not right)
• How to put safety measures in place before discussing domestic abuse over the phone
• Asking if customers are safe in their relationships and validating (Using the Conversation Kit)
• Responding, recording, and sharing concerns (whether the customer discloses domestic abuse or not)
• Understanding the role of specialist domestic abuse services

Delegate Feedback: “It helped me consider the type of language used when talking with customers to create a safe space for them… what sort of questions to ask and not to ask to encourage them to open up. [Also] how to take down good case notes/make referrals & what to look out for”

By the end of this session, delegates will be able to:

• Recognise the indirect ways domestic abuse can be identified over the phone in a contact centre
• Act on professional curiosity and feel confident to safely ask if customers are safe in their relationships
• Give a helpful response when survivor/victims disclose domestic abuse and record and share all concerns safely

Phone-based customer service teams who take calls from your customers on a wide range of issues (including noise complaints, repair requests, tenancy changes, etc)

• Phone-based customer service teams
• Contact centre teams
• Out of hours responders
• Phone based reception teams who triage calls

Please note: This course has been designed for those phone-based teams who work in contact centres/customer service teams and is not suitable for housing practitioners who do casework over the phone

If you have any questions about who should attend this training, please reach out and we can arrange a training needs chat with our friendly team. 

Beginner/Refresher 

Ideally, delegates will have attended basic domestic abuse awareness training to understand the dynamics and impact of coercive control. This is a beginner course to support Contact Centre teams to identify domestic abuse.

Live online training delivered via Zoom using Mentimeter

This course contains 1 module and is 3.5 hours long 

This includes comfort breaks, space for questions and time for the delegates to evaluate and reflect after the delivery

• DAHA Delegate Pack (Includes activity workbook, key messages from training, links to films shown in the course, domestic abuse directory and toolkits)
• ‘Conversation kit’ for safely asking customers about domestic abuse
• CPD Certificate 

Cost: £90 per Delegate

Cancellations post-agreement
Please refer to the terms and conditions before you book

If you are interested in a Group Booking for your Contact Center teams, we highly recommend the Domestic Abuse Training for Contact Centre Teams as this will build on awareness, what is domestic abuse and coercive control, through to providing teams the skills to safely ask and respond to disclosures of domestic abuse. 

This course supports DAHA Members to meet the Staff Development & Support Priority Area

Standard 2: Relevant staff receive domestic abuse training that enables early identification of domestic abuse

Learn more about DAHA membership HERE