This program will equip your Contact Officers to understand their role and responsibilities and develop the core competencies and skills required.
Upon completion of this program, participants will be able to:
- Identify the duties and responsibilities of a Contact Officer in your organisation, particularly in relation to complaint handling
- Define discrimination, harassment (including sexual harassment) and bullying and explain the impact of it in the workplace
- Outline the options to take action and resolve concerns in your organisation
- Explain the legal protections afforded to workers complaining of unacceptable workplace behaviour (protections against victimisation and adverse action) and workers accused of it (procedural fairness)
- Meet with a person one-on-one and demonstrate effective communication and listening skills
- Determine when a grievance or complaint should be escalated to a manager or HR
- Maintain records of conversations and meetings held in their capacity of Contact Officer
Note: The role of a Contact Officer is not defined by legislation and often varies from organisation to organisation. This program is designed for Contact Officers who have been appointed to provide information and support to colleagues. It is not designed for managers and supervisors responsible for resolving complaints.
