Nick O’Brien and Carol Brennan Professional Award in Ombudsman and Complaint Handling Practice Professional Certificate in Ombudsman and Complaint Handling Practice Approved by the British and Irish Ombudsman Association Nick O’Brien and Carol Brennan

BIOA Criteria The criteria How the criteria relate to BIOA expectations of ombudsmen/complaint handlers BIOA Areas of Study and Learning Outcomes

Professional Award Areas of Study Managing the complaint journey Complaint diagnosis and Investigation Decision-making and remedy Principles of customer service Effective oral and written communication

Professional Certificate Areas of Study Day 1 Monday Human rights for ombudsmen and complaint handlers Day 2 Tuesday Proportionate dispute resolution: theory and practice Day 3 Wednesday The principles of effective remedy Day 4 Thursday Ombudsmen and complaint handlers: history, policy, challenges Day 5 Friday Access: equality and diversity in practice

Professional Award 4 Days 10 Credit Points 9.15 – 16.45 Some pre-course work WebCT Virtual Learning Environment Clickers to encourage participation Complete a course work assessment Assessment: Pass or fail

Professional Certificate 3 Days – choice from 5 15 Credit points 9.15-16.45 Pre-course work WebCT Virtual Learning Environment Clickers to encourage participation Complete assessment Assessment: Pass or fail

Level of credit SCQF7 for the Award - equivalent to the first year of a degree programme SCQF9 for the Certificate - roughly equivalent to degree level

What the student receives QMU will issue a transcript showing the credit points QMU will issue a ‘Record of Achievement’ (similar to a certificate)

Why are the qualifications attractive? Unique qualifications for Ombudsmen schemes in the UK and Ireland Recognition of competence Skills based Good for career progression Transferable between Ombudsmen schemes and associate organisations

Training Team The team is... And together we are... Carol Brennan Carolyn Hirst Eric Drake Nick O’Brien Susanna Reece Margaret Doyle Senior Ombudsmen Academics Trained mediators Lawyers Board members Training consultants Consumer specialists

Cost £1050 for the Professional Award £1300 for the Professional Certificate Discount of £100 per person for bookings of 5 or more participants CPD opportunity - £350 per day for Certificate course Includes student matriculation; tutor support; registration for WebCT; refreshments in the morning and afternoon; lunch; assessment and quality assurance Payment will be made in advance of the training

When and where will the training take place? Phase 1 Professional Award: 28 June to 1 July 2011 Professional Certificate: 11 to 15 July 2011 Parliamentary and Health Service Ombudsman, Millbank, London Phase 2 Professional Award: 4 to 7 October 2011 Professional Certificate: 14 to 18 November 2011 Ombudsman Services,Warrington

Closing date for applications Courses at PHSO, London 10 June 2011 Courses at Ombudsman Services, Warrington 2 September 2011

How can you sign up? Complete the booking form and make payment as soon as possible The first 22 people to complete the application process will participate in the programmes

Questions and comments welcome ?