Domestic Abuse Training for Contact Centre Teams

This 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.

Module 1 (half day) will give delegates an in-depth awareness of what coercive control is and how the patterns of abuse impact the survivor/victim. Module 2 (half day) enables contact centre teams to ask if the caller is safe at home, validate them and pass concerns on, whether the caller discloses domestic abuse or not.  

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. Both modules are highly interactive and use Mentimeter, case studies, quizzes, videos and breakout room discussions to engage the delegates. 

This course covers:

• Definition and prevalence of domestic abuse
• Dynamics of coercive control
• Impacts of abuse and understanding leaving
• The indirect ways domestic abuse can be identified in a contact centre
• Safely asking if customers are safe in their relationships (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”

Module 1: Domestic abuse awareness: A Foundation in coercive control

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

• Recognise survivor/victims who do not fit the stereotypes of domestic abuse
• State who is at the highest risk when in an abusive relationship and why this issue is a housing issue
• Describe the dynamics of domestic abuse and identify coercive and controlling behaviours
• Explain the impact a perpetrator’s tactics have on survivor/victims

Module Two: Identifying domestic abuse in a contact centre/over the phone

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 

Live online training delivered via Zoom using Mentimeter

This course contains 2 Modules and is 7 hours long (split over 2 sessions)

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
  
  
• A copy of the slides 

Public Sector/Statutory Local Authorities: £2000

DAHA Member cost: £1800

All fees are for up to 20 delegates (minimum 6 delegates to run a course).

DAHA prefer to cap attendance at 20 to ensure all delegates feel able to fully engage. However, we can accommodate a maximum of 5 additional delegates upon request at a cost of £100pp.

DAHA training courses are exempt from VAT

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

Are you a DAHA member?

DAHA membership discount on Group Bookings = 10% Accredited/Accreditation Members and 5% Affiliated Members

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

Find out more about DAHA membership HERE