Mandatory Complaints Handling Training

Good afternoon Everyone

As you may already be aware, the Corporate Complaints Service are currently providing mandatory training to staff in public facing services who interact with dissatisfied parents. Training is being provided to three different groups (1) Front line Staff (2) Specialist Staff and (3) Management Staff.   You are required to attend this mandatory training because you were either unavailable to attend the first session, or you are a new employee.  This training will take place on Friday 4th June 2021 at 10.30am - 11.30pm

The aim of the training is to raise an awareness of the new Complaint’s Handling Procedure (CHP) and associated policy and procedure documents. It aims to instil confidence in EA staff so that you are equipped to handle complaints and to provide reassurance that staff have the support of the Corporate Complaints Service for advice and guidance at any time. It will introduce you to the new Online Complaint’s form which you will be required to complete when dealing with a complaint.  This form will improve the capture of complaints received within the Education Authority.  This training will also improve how we manage customer’s expectations and ensure we advise them correctly on the Complaint’s Handling Procedure. 

During the training, we will look at the role of the Corporate Complaint’s Service and the overarching policy, procedures and legislation governing complaint’s management within this organisation.  We will define what is a complaint and what is not a complaint and provide examples of both.  We will share with you the role of the Northern Ireland Public Services Ombudsman (NIPSO) in the EA’s Complaint’s process and NIPSO’s point of contact in the EA. We will look at the new process which now involves only two stages, Stage 1 – Front-Line Resolution and Stage 2 – Investigation and also how to log these complaints. We will then cover aspects of the EA’s Customer Service Charter and its link to complaints, and finally the importance of confidentiality and data protection when handling complaints. 

Please do not hesitate to contact me if you have any queries.

Kind Regards

Mark