The 2 hour Complaints Handling Training e-learning programme gives Scottish public sector staff an opportunity to think about complaints and how they handle them. It also shows how complaints are used to improve services.
Speaking about the new programme, Kerry Barker, Training Co-ordinator at SPSO said: “SPSO had developed a standardised model complaints handling procedure (CHP) for local authorities and public sector organisations in Scotland. However we needed a cost effective way to train potentially every public service employee in Scotland in how to use the new guidelines and ultimately result in fewer complaints being escalated.
We worked in partnership with Aurion Learning to develop eight modules of learning content that take learners through the journey of properly identifying complaints, to recognising what customers want when they complain, through to finding the right solution.
The course includes real-life scenarios so learners are able to practice new knowledge and skills in a safe environment.”
Dr. Maureen Murphy, Managing Director of Aurion Learning said:
“Complaints Handling Training is designed to work both as a series of interactive e-learning modules and as PowerPoint presentations. Public sector staff in remote areas with limited internet access and those with limited computer literacy skills can access the training by downloading presentations, printing them for use in a classroom setting or for further reference throughout the year.
SPSO wanted to be able to host the e-learning course themselves and track and report on course completion so we also worked with them to develop a Moodle learning portal. They will be able to use this to deliver more e-learning courses in the future.”
The Scottish Public Services Ombudsman (SPSO) is responsible for looking at complaints made by members of the public about public services in Scotland including councils, the National Health Service, housing associations, most water and sewage providers, prisons, the Scottish Government and its agencies and departments, universities and colleges and most Scottish public authorities.
For more information on the Complaints Handling E-learning course, contact Kerry Barker Training Co-Ordinator at firstname.lastname@example.org