Contact Officer Training
One of VECCI’s Business Excellence courses
Why we developed this program
A user-friendly internal complaints system is the best way for your business to prevent issues of harassment and bullying from escalating into costly external legal processes. And it is more likely to be used, and succeed, if staff can initially speak informally to a 'contact officer' - someone who can explain their choices in addressing their issues of concern.
The contact officer's primary role is to help the staff member resolve their issue for themselves, not to investigate complaints or resolve problems. If that fails to manage the situation, however, the contact officer can help the staff member to explore other options, which may include issue resolution or to formalise a complaint.
A contact officer must also promote their role actively, to ensure all staff members know the opportunity exists to discuss issues of concern confidentially.
With an emphasis on practical skill building, this program will enable your contact officers to successfully implement their role and actively contribute to your organisation's commitment to a respectful, equal opportunity workplace.
Who should attend
Staff members at any level in any organisation, who have been selected to provide colleagues with an avenue to discuss issues of concern relating to claims of unlawful discrimination, sexual harassment, harassment and/or bullying complaints.
What will be covered
- Being aware of what constitutes unlawful discrimination, harassment and bullying
- Understanding the internal complaints process
- Reviewing and unpacking relevant internal polices and procedures for addressing informal and formal complaints, and issues of concern
- Understanding the role of the contact officer within the internal complaints process
- Carrying out the role of a contact officer
- Exploring the skills required for successful consulting, including note taking and basic coaching skills to assist a person with 'self resolution' options
- Being aware of issues related to documentation, confidentiality and privacy
- Providing feedback to HR to support your organisations proactive and preventative function in supporting a fair, equitable and respectful workplace
- Actively promoting the contact officer role
This course can also be tailored to your exact requirements and can be delivered onsite at your premises. For more information call VECCI on 03 8662 5333.
Current scheduled course dates are as follows: (click on the course code to register online or call 03 8662 5333).