Merlin Housing Society leads the way for ASB Call Handling

Published by Press Office for Safety Net Associates Limited in Housing and also in Central Government, Communities, Education, Environment, Health, Local Government

Members of staff from Merlin Housing Society have become the first in the country to take a qualification for anti-social behaviour call handling.

The groundbreaking “BTEC Foundation Award in Call Handling for Reports of Anti Social Behaviour” has been developed in partnership with Merlin Housing Society and the CSP Academy (www.cspacdemy.ac.uk), part of the Safety Net Associates Group.

The Merlin Housing Society staff will become the first qualified ASB call handlers in the UK, leading the way for other organisations to follow.

Their studies included:

Understanding the basics of call handling reports of anti-social behaviour.
•    An overview of the types of ASB
•    Dealing with angry / upset callers
•    How to cope personally with an upsetting call
•    Crucial information it is vital to get from the caller

Understanding the basic skills needed by call handlers to support victims
•    Vulnerability and risk from the caller
•    Advice that could be given as very early intervention or similar approaches

Merlin Housing Society is the largest social landlord in South Gloucestershire, owning or managing 8,300 homes in the area, employing more than 300 staff to deliver their services.

Speaking in January James Brokenshire, Parliamentary Under Secretary for Crime and Security at the Home Office said:

"Antisocial behaviour ruins lives, damages our communities and, at its worst, can have tragic consequences. It is essential those who raise the alarm and ask for help are listened to and their complaints acted upon promptly"

The new qualification is designed to qualify the learner to understand what is anti social behaviour and to acquire the skills needed to support victims.  The qualification also accounts for and supports the Home Office best practice guidance for handling complaints of ASB.

Kathryn Perks, Anti Social Behaviour Manager for Merlin Housing Society said:

"Our customer service advisors are the first point of contact for our residents when they report ASB. It is really important that they are well equipped with the skills to do this important role and provide the best possible service for our residents. We are really pleased to have been involved in the pilot for this course and are already seeing the benefits from it."

A member of staff who took part in the pilot for the qualification said:

"The course was well delivered and very interactive, the course materials were excellent"

Bob Kennett, Chairman of the Safety Net Associates Group said:

"It is essential that best practice and guidance is shared with, and understood by front line staff in order for them to be put to operational use.  It is to the benefit of individuals and organisations to have formal qualifications in ASB call handling to ensure quality of service delivery for victims of ASB"

To assist organisations and individuals take full advantage of this new qualification the cost to enrol will be held at the launch price of £295 per student for 2011.

Further details about the qualification including the full learning outcomes and course content can be found at http://www.cspacademy.ac.uk/BTECASBCallHandling.htm

This qualification is just one of the qualifications in the CSP Academy national programme of training and qualifications for those who work in communities to tackle crime, ASB or disorder.

Around 3,000 practitioners from over 900 organisations have already engaged in the programme. To find out more please visit www.cspacademy.ac.uk, email learning@cspacademy.ac.uk or call 0845 299 7144.