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Course Details


BTEC Level 2 Intermediate Award in Handling Reports of Anti Social Behaviour


Overview

Organisations use a variety of solutions for handling initial and ongoing reports of anti social behaviour. These may include call centres, office/field based report handling functions or a mixture of the two.

This course is designed to qualify the student to;

  1. Understand what anti social behaviour is
  2. Acquire the skills needed to support victims
  3. Risk assess reports of ASB and to collate & record the required information
  4. Close or develop at this stage initial investigative plans

The qualification accounts for and supports the Home Office best practice guidance for handling complaints of ASB.

We can also incorporate into the tutorial day learning any specific organisational policies, procedures and workflows.


Learning Objectives

This qualification covers the key skills and knowledge required by effective practitioners in the field.

Where relevant, our BTEC qualifications are designed to provide some of the underpinning knowledge and understanding for the National Occupational Standards (NOS), as well as developing practical skills in preparation for work and possible achievement of the learning outcomes.

The following National Occupational Standards will be used within the content of this qualification:

  • 1B9 – Provide initial support to individuals effected by Anti Social Behaviour and assess their needs for further support.
  • 3A5 – Contribute to the handling of incidents and resources
  • 3A1 – Address the needs of callers

 

Understand the differences for handling reports of anti-social behaviour

  • An overview of the relevant Legislation, National Occupational Standards and Best Practice
  • Appropriately understanding, risk assessing and effectively questioning victims with disabilities, if necessary with the assistance of carers.
  • Dealing with angry / upset callers
  • Strategies for identifying tactical and emotional methodology types of callers and call handlers
  • An overview of the types of ASB
  • Legal powers available to call handlers own organisation and others
  • How to cope personally with an upsetting call
  • How it effects personal performance and coping tools
  • Crucial information to gain from the caller
  • Presenting the generic risk assessment tool used for assessing ASB callers

Understand the skills needed by call handlers to support victims

  • An overview of the relevant Legislation, National Occupational Standards and Best Practice
  • Appropriately understanding, risk assessing and effectively questioning victims with disabilities, if necessary with the assistance of carers.
  • Dealing with angry / upset callers
  • Strategies for identifying tactical and emotional methodology types of callers and call handlers
  • An overview of the types of ASB
  • Legal powers available to call handlers own organisation and others
  • How to cope personally with an upsetting call
  • How it effects personal performance and coping tools
  • Crucial information to gain from the caller
  • Presenting the generic risk assessment tool used for assessing ASB callers

Cost & Delivery Options

This qualification is intended for individuals or teams who receive calls from members of the public relating to or reporting anti-social behaviour and neighbourhood nuisance.

This includes housing providers, local authorities or any other organisation who may receive calls from members of the public about anti-social behaviour.

The course consists of 10 hours of learning, made up as follows:

  • 1 tutorial training day
  • Home / Work based assignment

The cost to enrol a student to this qualification is £395 + VAT. This includes:

  • 1 x mandatory taught tutorial date
  • All required course materials
  • Access to Red Snapper Learning’s E-Learning portal (which includes any relevant updates to legislation, National Occupational Standards and best practice, enabling the student to maintain their learning and continuing professional development).
  • All certification and qualification costs.

 

This course can be fully adapted to meet both your operational and specific learning needs. It will be delivered “in house” to your organisation, network or partnership. To find out more about in house courses please click here.

 

Booking Information 

Please view the calendar for the dates of the next upcoming event.

For full delivery options and costs please contact us via email at learning@redsnappergroup.co.uk.


 

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