Call Handling for Technology Enabled Care
This one day course explores in depth the role of good communication skills in achieving a positive outcome for the service user and sustaining good relationships with other services.
To build knowledge of the skills needed in the provision of consistent and effective good
quality call handling practices, improving staff confidence and ensuring a person-centred approach is taken to the safety of the service user at all.
Be able to describe how the role of a call handler in a TEC service supports the provision of safe, good quality services in line with TSA Quality Standards Framework, by analysing real customer stories, discussing risks and consequences and applying learning to identify best practise.
Explain the role of Technology Enabled Care services in supporting people to live independently with greater choice and control, managing their health and wellbeing needs, reducing risk, staying safe and achieving positive outcomes
Call Handling Techniques
Explain what good customer service and communication skills are in TECS, and how to use them to ensure a good outcome for the service user – A telecare monitoring centre is not a ‘Call Centre’
Discuss the role of the call handler in managing situations and reducing the risk of harm
Risk and Consequences
- Discuss the risks and the consequences when things go wrong
- Explain the steps required to minimise risks of things going wrong
- Explain the role of Ethics and keeping people safe in Technology Enabled Care Services
Presenter: Dawn Thornber PgCert / HND/ CGIA/ CIH Cert
Target Group: Suitable for all staff involved in the delivery of call handling services, within TEC monitoring services where call handling is a core provision, or partner agencies wishing to build knowledge to support partnership working.
Cost:£750 plus VAT for up to 12 delegates.
How to book:
Contact the training team on 0161-607-8200 or email email@example.com