Interact with and Support Individuals Using Telecommunications

Learning outcomes

1 Understand the legal and local requirements relating to the use of telecommunications when supporting individuals

1.1 Describe the legal and local requirements and policies relevant to the functions being carried out

1.2 Explain the rights of the individual being supported using telecommunications

2 Be able to use telecommunication technology

2.1 Use different types of telecommunication technology

2.2 Explain how interactions may differ depending on the type of telecommunication technology used

2.3 Respond to individuals according to organisational policies

2.4 Record details of interactions in the appropriate system

3 Be able to engage with individuals using telecommunications

3.1 Engage with the individual without face-to-face interaction including:

Providing opportunities to sustain the interaction

Providing reassurance of continued interest

Encouraging individuals to share their concerns

Responding to the individual’s immediate requirements at each stage during the interaction

Recognising where anonymity may encourage them to respond

3.2 Provide information about the service and confirm its appropriateness to the individual

3.3 Identify the significance of the circumstances the individual is in

3.4 Encourage callers to provide additional information about their situation or requirements

3.5 Maintain the confidentiality of the individual, self, and colleagues according to the procedures of the service

3.6 Comply with legal and organisational requirements and policies relevant to the functions being carried out

4 Be able to identify and evaluate any risks or dangers for individuals during the interaction

4.1 Identify the types of risks or dangers different individuals might face

4.2 Evaluate the implications of any risk or dangers facing an individual, including:

The circumstances in which the interaction is being made

The types of problems which could occur

The significance of any signs of increased stress during interactions

Whether there are any constraints on individuals

The appropriate action to deal with any risks, dangers or problems

5 Be able to terminate the interaction

5.1 Demonstrate how to end interactions including:

Identifying when to close the interaction

Providing clear information to the individual on the reasons for ending the interaction

Operating to the guidelines and procedures of the organisation

Explaining what further action may be taken

5.2 Identify situations where it would be dangerous or disadvantageous to the interest of the individual to terminate the interaction

5.3 Record and check the individual’s demographic details

5.4 Identify why recording and checking details might be required before ending/transferring the call