Community Advice and Law Service: Strengthening Client Engagement and Staff Confidence 

Implementation

The process of implementing CPI training at CALS began with an initial inquiry and conversation between Gareth and CPI, where CALS outlined their needs and budget.

CPI stakeholders then met internally to provide tailored training to fit the specific scenarios encountered by CALS, focusing on the distinct roles within the organisation, including both frontline advice workers and managerial staff.

A survey played a crucial role in gathering information and shaping the training content to meet the organisation's specific needs. The survey was designed to be anonymous to ensure candid feedback and was tailored to resonate with the staff, particularly in identifying behaviours that challenge.

The feedback gathered from the survey helped customise the training scenarios, making them directly applicable to the roles of the staff, particularly the frontline advisors. This approach ensured that the training was relevant and beneficial, especially for those regularly dealing with challenging client interactions.

Upon analysis of the survey, two in-person courses were built and delivered for frontline staff, followed by a virtual session for those who couldn’t attend and for other staff with more administrative roles.

CALS made the training mandatory for client-facing roles, while offering it as an option for other staff, recognising that the skills learned were highly transferable but more critical for those in direct client engagement.

The implementation process is currently ongoing, with additional provisions being made for staff who missed the initial training sessions to access the material online, ensuring comprehensive coverage across the team.

Outcomes

Following the CPI training, the CALS has observed several positive outcomes. Experienced staff found the training to be a valuable refresher, bringing de-escalation techniques back to the forefront of their minds, while newer staff gained crucial tools and insights into managing challenging client interactions.

The training has notably boosted the team's confidence, providing a clear framework for handling clients who are anxious, frustrated or exhibiting heightened emotional responses. This has been particularly beneficial in managing client behaviour during phone calls, where staff now feel better equipped to de-escalate situations effectively. The tailored case scenarios provided by CPI in both training programmes especially helped staff envisage themselves in the typical situation they would face while at work.

Although it’s still early days, the organisation has not experienced any significant client outbursts on their premises since the training, which, while possibly coincidental, suggests an improvement in handling such scenarios. Additionally, staff have started to shift their language and approach, focusing more on what they can offer clients rather than highlighting service limitations, which has improved the overall client experience.

Future Perspectives

Following the successful training of 23 staff members in Safety Intervention™ with Disengagements and 17 in Verbal Intervention™, CALS is now confident in the current skillset of their team. Given their small size and low staff turnover, large-scale training sessions are not required in the immediate future. However, the organisation is committed to maintaining these high standards and will explore options for periodic refresher courses, targeted group sessions and/or e-learning solutions to ensure continued excellence in behaviour management as needed.