1. 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

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

3. 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

4. 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

5. 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

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

7. 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

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

9. 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

10. 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

11. 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

12. 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

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

14. 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

15. Questions and comments welcome?