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Course Aim: Contact Centre teams can identify survivors/victims at the earliest opportunity over the phone and meet their needs as part of a safe and coordinated multi-agency response to domestic abuse.
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:
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:
Module Two: Identifying domestic abuse in a contact centre/over the phone
By the end of this session, delegates will be able to:
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)
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.
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