Complaints & Allegations Introduction

Course overview

This course is designed for anyone wanting to improve their skills and reach their potential as a practitioner. The course is fully interactive and prompts you to assess your own approach to supporting young people who are in care or education. The course covers key topics such as the definitions of a complaint, allegation and representation, examines the systems for handling complaints and allegations, investigates the reasons young people may make allegations or complaints, establishes good practice methods in order for staff to protect themselves against allegations, outlines support for staff if alleged against and aims to explain some of the impacts both at work and personally for carers and their extended network if the subject of an allegation. The training also describes handling complaints and the associated timelines within the care standards. The course also includes a downloadable PDF workbook that you can fill in as you complete the training, so that you can develop your skills as a leader or manager and get the most out of the course content.

Aims and objectives

• Know the difference between a Representation, a Complaint and an Allegation
• Identify the How’s, Who’s, Why’s, Where’s and When’s of handling a complaint or allegation and supporting a young person throughout the process
• Investigate some of the reasons a child might make a complaint or an allegation
• Establish areas of good practice and how to minimise risks of complaints & allegations
• Outline some of the ways carers can gain help and support if they are subject to a complaint
• Understand some of the possible impacts of an allegation or complaint on carers and their extended network