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Queen Margaret UniversityCONSUMER INSIGHT CENTRE
would like to invite you to apply to study for the following qualification:
B3124PROFESSIONAL CERTIFICATE IN OMBUDSMAN AND
COMPLAINT HANDLING PRACTICE
Approved by the Ombudsman Association
The course will be held at The Parliamentary and Health Service Ombudsman Training Room, Millbank Tower, Millbank, London, SW1P 4QP on 21 to 24 May 2013
Contact: Carol BrennanDirectorConsumer Insight CentreSchool of Arts, Social Sciences and ManagementQueen Margaret University, EdinburghEH21 6UUt 0131 474 0000f 0131 474 0001e [email protected] www.qmu.ac.uk
Table of Contents
INTRODUCTION.................................................................................2
AREAS OF STUDY................................................................................
LEARNING OUTCOMES, COURSE CONTENT & TIMETABLE.....................3
Day 1 The principles of effective remedy……………………………..................................................3
Day 2 Ombudsman and complaint handlers: history, policy, challenges ……………………………..5
Day 3 Appropriate dispute resolution: theory & practice..................................................7
Day 4 Human rights and Equality for ombudsmen and complaint handlers………………………..9
COURSE LEARNING EXPERIENCES, PRE & POST COURSE WORK............................14
ABOUT QUEEN MARGARET UNIVERSITY ......................................................................16
INFORMATION ABOUT THE COURSE TEAM...................................................................17
BOOKING FORM.................................................................................................................19
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IntroductionThe Consumer Insight Centre at Queen Margaret University (QMU) is delighted to be running the Professional Certificate in Ombudsman and Complaint Handling Practice, as approved by the Ombudsman Association. This course is aimed primarily at those working in the assessment and investigative functions of ombudsman and other second-tier complaint handling organisations. Its purpose will be to equip assessors and investigators with the practical skills and background knowledge necessary to discharge those functions to a high level of competence. To ensure maximum effectiveness, places will be limited to 20 delegates.
The Professional Certificate course is based on four days of training plus some pre-course work and a post-course assessment (which together total 150 learning hours). Areas of study are structured as follows:
Day 1 Tuesday The principles of effective remedy Day 2 Wednesday Ombudsmen and complaint handlers: history, policy,
challengesDay 3 Thursday Appropriate dispute resolution: theory and practiceDay 4 Friday Human rights and Equality
The learning outcomes, course content and timetable for each area of study are set out in this information. On completion of the assessment, a participant will gain the Professional Certificate in Ombudsman and Complaint Handling Practice (15 credit points at Scottish Credit and Qualifications Framework (SCQF) level 9 (or Degree Level).
The Certificate course will run in London and we are extremely grateful to colleagues at the Parliamentary and Health Services Ombudsman for arranging the training facilities for this course. The Certificate will run as a non-residential course between 21 and 24 May 2013 at The Parliamentary and Health Service Ombudsman training room in Millbank Tower, London. .
The course hours will be 9.15 to 16.45 with a 16.15 finish on the Friday.
The cost per delegate is £1,300 and includes all course material, registration as a student of QMU, access to the Hub learning platform, tutor support, course
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assessment, quality assurance, refreshments and lunch on the course. As a matriculated student of QMU, you will enjoy the usual benefits of access to an extensive range of electronic library resources, many other University resources and, if you apply for a student card, student discounts.
The registration deadline for the Professional Certificate course in London is 6 May 2013 and the booking form is at the end of this promotional material. It would be helpful if you could indicate your interest prior to this date if possible.
Learning Outcomes, Course Content and Timetable
The principles of effective remedy
Learning Outcomes
On successful completion of this area of study, the participant will be able to:
L1: Understand the legal principles of individual remedy
L2: Understand the options for extra-legal remedy, including options for systemic remedy
L3: Apply knowledge in investigations
Introduction to RemedyPresenter led overview of legal and extra-legal remediesIntroduction to case study
What are complainants looking for?Presenter led overview of relevant researchPresenter led discussion related to the above
Preparation for Group DiscussionSmall group work preparing for the discussion to take place
Group DiscussionSmall groups have 10 minutes to present their views on the discussionFollowed by whole group consideration
ApologyPresenter led overviewSmall group exercise – producing an apology
Systemic Investigations and Remedies
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Presenter led overview of systemic investigations/remedies with examples
Learning from ComplaintsWhat second tier complaint handlers can do to promote learning from complaintsConsideration of what works and why (not)
Exercise – the application of RemedyApplication of theory related to remedy
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Timetable
09.15 – 09.30 Outline of the Day
09.30 – 10.15 Introduction to Remedy
10.15 – 10.45 What are Complainants Looking for?
10.45 – 11.00 Coffee Break
11.00 – 11.30 Preparation for Group Discussion
11.30 – 12.00 Group Discussion
12.00 – 12.30 Certificate Assignment
12.30 – 13.30 Lunch
13.30 – 14.15 Apology
14.15 – 14.45 Exercise – the application of Remedy
14.45 - 15.00 Coffee break
15.00 – 15.45 Systemic Investigation and Remedies
15.45 – 16.30 Learning from Complaints
16.30 – 16.45 Review and Close
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Ombudsmen and complaint handlers: history, policy, challenges
Learning OutcomesOn successful completion of this area of study, the participant will be able to:
L1: Understand the historical and comparative development of ombudsman and other complaint handling schemes
L2: Understand the relationship of domestic ombudsman and complaint handling schemes with the broader administrative justice landscape
L3: Use knowledge to analyse and assess the current challenges facing ombudsmen and other complaint handling schemes
ContentOrigin & Development: IntroductionPresenter-led introduction to world-wide history of Ombudsmen and complaint handling organisations - Includes a quiz and small group work
Developments in the UK & IrelandPresenter led introduction and individual and small group work
Links with Courts & RegulatorsConsideration of a number of case studies.Individual and small group work + whole group discussion
The wider context: dispute resolution and administrative justicePresenter-led introduction and small group work
Public and private sector schemes: similarities, differences, links Presenter led introduction and consideration of a number of case studies.Individual and small group work + whole group discussion
Current challenges and opportunities Consideration of a number of case studies.Individual and small group work + whole group discussion
What next? Possible future developmentsPresenter-led overview and individual/ small group work
Preparation for Group DiscussionSmall group discussion of scenarios
Group Discussion
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Small groups have 10 minutes to present their views on scenarios followed by group discussionTimetable
09.15 – 9.30 Outline of the Day
09.30 – 10.00 Origins and development: Introduction
10.00 – 10.45 Developments in the UK and Ireland
10.45 – 11.00 Coffee Break
11.00 – 11.45 Links with Courts and Regulators
11.45 – 12.15 The wider context: dispute resolution and administrative justice
12.15 – 13.15 Lunch
13.15 – 14.00 Public and private sector schemes: similarities, differences, links
14.00 – 14.45 Current challenges and opportunities
14.45 – 15.00 Coffee break
15.00 – 15.30 What next? Possible future developments
15.30 – 15.45 Preparation for group discussion
15.45 – 16.30 Group discussion
16.30 – 16.45 Review and Close
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Appropriate Dispute Resolution: theory and practice
Learning OutcomesOn successful completion of this area of study, the participant will be able to:
L1: Understand the principles of appropriate dispute resolution
L2: Explain the different models, including negotiation, mediation and arbitration
L3: In appropriate circumstances, resolve complaints without full investigation
Content
About ConflictDiscussion relating to pre-course work
What is Appropriate Dispute Resolution?Presenter led introduction to Appropriate Dispute ResolutionIncludes small group work
Resolving Disputes without InvestigationConsideration of a number of case studies to decide whether they are suitable for resolution, without investigation.Individual and small group work + whole group discussion
Arbitration and Adjudication – exerciseShort exercise to illustrate arbitration and adjudication - small group work
Consensual Dispute Resolution SkillsPresenter led consideration of the communication skills to consensual dispute resolution - some practical exercises to illustrate
Negotiation Theory and PracticePresenter led overview of how negotiation worksWith practical examples of application to second tier complaint schemesGroup negotiation exercise Whole group debrief and discuss
Mediation Theory and PracticePresenter led overview of how mediation worksWith practical examples of application to second tier complaint schemesSmall group mediation exercise Whole group debrief and discuss
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Timetable
09.15 – 9.45 Course Purpose and Overview
09.45 – 10.15 About Conflict
10.15 – 11.00 What is Appropriate Dispute Resolution?
11.00 – 11.15 Coffee Break
11.15 – 12.00 Resolving Disputes without Investigation
12.00 – 12.30 Arbitration and Adjudication – exercise
12.30– 13.30 Lunch
13.30– 14.30 Consensual Dispute Resolution Skills
14.30 – 15.15 Negotiation Theory and PracticeExercise – role play
15.15 – 15.30 Coffee break
15.45 – 16.30 Mediation Theory and PracticeExercise – role play
16.30 – 16.45 Review and Close
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Human rights and Equality for ombudsmen and complaint handlers
Learning OutcomesOn successful completion of this area of study, the participants will be able to:
L1: Understand the basic elements of human rights, equality and other relevant law
L2: Explain the relevance of rights and equality principles to complaint handling
L3: Adopt a rights and equality sensitive approach to investigation and remedy
ContentOmbudsmen, human rights and equality: what’s the connection?
Presenter-led overview of legal and policy contextReview of pre-course work – participants will have been asked to consider examples of use (or non-use) of rights and equality in their own schemes
The legislative framework
Presenter-led discussion and introduction of key rights and equality instruments.
Preparation for group discussion
Small-group discussion of case studiesCase study materials circulated in advance
Group discussion
Small groups have 10 minutes to present their views on case studies
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09.15 – 9.30 Outline of the Day
09.30 – 10.00 Ombudsmen, human rights and equality: what’s the connection?
10.00 – 10.45 The legislative framework
10.45 – 11.00 Coffee Break
11.00 – 11.30 Preparation for group discussion
11.30 – 12.15 Group discussion
12.15 – 13.15 Lunch
13.15 – 14.00 ‘Enforcing’ rights and equality
14.00 – 14.45 Barriers and challenges: recognising and overcoming them
14.45 – 15.00 Coffee break
15.00 – 15.30 Rights and equality in investigation and remedy
15.30 – 16.30 Exercise – rights and equality in practice
16.30 – 16.45 Review and close
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PROFESSIONAL CERTIFICATE IN OMBUDSMAN AND COMPLAINT HANDLING PRACTICE
Course Learning ExperiencesCourse learning experiences include lectures, case studies, workshops, directed study, DVDs, practical exercises, role play exercises, group exercises, quizzes and structured discussions.
The Hub, the QMU Virtual Learning Environment (VLE), will enable course participants to remotely access course materials, useful websites and publications. This provides a very useful set of educational tools to facilitate learning, communication, collaboration and assessment. These tools include an assignment drop box and the ability to display course materials for students. The platform can be used to share student outputs such as information about colleagues’ roles and experience and these become a useful resource for learning and knowledge exchange.
Professional Certificate Pre-Course Work
Course participants each prepare a 500 word summary on their scheme/their complaint handling experience to date - to be submitted in advance and shared with other course participants. There is also some pre-course reading.
Professional Certificate Post-Course Work
The Professional Certificate in Ombudsman and Complaint Handling Practice is assessed by a post-course 3,000 word assignment. Within the framework of the learning outcomes set out for each day of the course, participants will produce an essay or report on a subject relevant to their interests and connected to their own work. The aim of the assignment is to provide participants with an opportunity to demonstrate their competence in the application of learning from the Professional Certificate course. Participants will do this through a combination of the learning experiences from the course, their own experience and guided research support from the course tutors.
Participants have an eight-week period during which to complete and submit the assignment. Tutor support is available during this period. Tutors will assist participants with their selection of appropriate topics and help them to frame the learning outcomes for their assignment. They will also help participants to decide on the suitability of their topic for a report or essay and offer further guidance as they progress their assignments to completion.
Guidance on the use of our electronic and other library resources is available from the School liaison librarian. There is a section of our library resources dedicated to ‘Ombudsman and Complaint Handling’.
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QMU also has an Effective Learning Service to assist colleagues with various study skills such as active reading, critical thinking, making effective notes, planning and writing essays, writing and structuring assignments. All documents are accessible online.
Assessments for the Professional Certificate in Ombudsman and Complaint Handling Practice are subject to moderation by QMU academic staff and by an external examiner. Marks are ratified by a Board of Examiners. Quality is overseen by the School Academic Board which requires periodic reports on the effectiveness of the arrangements for learning, teaching and assessment.
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ABOUT QUEEN MARGARET UNIVERSITY
QMU is a leader in relation to the application of IT to teaching, and was recently nominated for a Times Higher Education Management and Leadership Award for its use of technology to support students, staff and research. Features of the IT provision include remote access which provides web access to email, files and software from anywhere in the world and the WebCT Virtual Learning Environment.
The University learning resource services are designed to meet the needs of all students whether they study on or at a distance to the campus. By making full use of e-Learning, we can design courses that support students who have work and other life commitments. The university library holds 111,000 books, 590 print journals and provides access to over 130 electronic databases and 10,300 electronic journals.
QMU has over 70 staff in the School of Arts, Social Sciences and Management and is committed to providing training courses tailored to client needs. QMU has unique expertise in consumer insight developed over 20 years, experience of research, CPD training and consultancy in customer service, complaint investigation, complaint handling, consumer regulation, marketing and consumer policy.
Quality Assurance
For all aspects of learning, teaching and research, Queen Margaret University operates its own policies and procedures for the management of academic quality and standards, within a framework of published guidelines and periodic external review conducted by the Quality Assurance Agency for Higher Education (QAA). The QAA monitors our adherence to codes of practice for the sector, covering activities such as research and consultancy.
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Queen Margaret University has a proud history of achievement and progress extending for over a century. Founded in 1875, the institution has always been driven by the highest ideals and purposes, focusing on contributing in practical ways to improving the quality of life and serving the community. Colleagues are dedicated to delivering vocational and professional learning and specialising in research which is of value to the community and enhances people’s lives.
INFORMATION ABOUT THE COURSE TEAM
CAROL BRENNAN is the Director of the Consumer Insight Centre at Queen Margaret University, Edinburgh and is the Module Co-ordinator for the Professional Certificate in Ombudsman and Complaint Handling Practice. Carol is an experienced academic and has provided leadership for several research and commercial projects, including the Financial Ombudsman Service, the Legal Ombudsman, the Ombudsman Association, the Scottish Public Services Ombudsman (SPSO) and the Police Complaints Commissioner for Scotland , the International Ombudsman Institute, the African Ombudsman Research Centre, Directorate General Health and Consumers, (DG SANCO), National Endowment for Science, Technology and the Arts and the Care Inspectorate. Her research interests are mainly in the field of consumer policy with particular reference to consumer empowerment, complaint handling and customer service. Carol is researching complaints as a driver for innovation in public services for Nesta and the outcome of complaints for the Care Inspectorate.
CHRIS GILL is a Lecturer in administrative justice at QMU. Chris has extensive experience of working in oversight, investigative and regulatory agencies. Prior to joining the university, he worked for the office of the Scottish Public Services Ombudsman (SPSO) where he delivered training in complaint investigation skills to the NHS and local authorities; conducted quality assurance audits, monitored trends and suggested improvements; and dealt with appeals against caseworkers’ decisions. Chris has worked in advertising regulation at the Advertising Standards Authority (ASA) and in quality assurance at the Scottish Funding Council (SFC). His academic interests include public sector decision-making, administrative justice and ombudsmen. He is studying for a PhD at Glasgow University.
MARGARET DOYLE is a consultant in appropriate dispute resolution (ADR) and has worked with several voluntary-sector organisations involved in access to justice, including the Public Law Project, Advice Services Alliance and Consumer Voice. On behalf of Advice Services Alliance she manages ADRnow, an information website which covers all ADR schemes in the UK. Margaret is also an independent mediator specialising in disability discrimination, education and consumer disputes, and she adjudicates on complaints against an inner London local authority. She is a non-executive director of the new Legal Ombudsman for England and Wales and the Office of the Independent Adjudicator for Higher Education (also England and Wales). Margaret is an individual associate member of the Ombudsman Association.
ERIC DRAKE is a former Deputy Ombudsman and Director of Investigations with the Scottish Public Services Ombudsman, posts which he held from the formation of this Office in September 2002 until May 2009. At the SPSO he took a particular interest in nurturing good complaint handling and learning from complaints in the NHS. He was a member of the Scottish Executive Working Party responsible for revision of NHS Scotland’s complaint process in 2005. He also took the lead on legal issues, including judicial review. He worked extensively with the British and Irish Ombudsman
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Association, among other things as first Chair of the Training Accreditation Working Group. Eric is a Visiting Fellow at QMU, Edinburgh where he has designed and co-delivered: the Professional Award and Certificate in Ombudsman and Complaint Handling Practice; the Police Complaints Commissioner for Scotland Certificate in Complaint Handling Practice, the Certificate in Dispute Resolution and Complaint Handling Practice at the Financial Ombudsman Service and a substantial package of Accredited Ombudsman skills training for staff of the new Legal Ombudsman for England and Wales.
CAROLYN HIRST has expertise in dispute prevention, management and resolution. She is a Visiting Lecturer at QMU where she has provided leadership for the content and delivery of the new Professional Award and Certificate in Ombudsman and Complaint Handling Practice, and had strong involvement in the development and delivery of the Foundation Award in Ombudsman Practice for the new Legal Ombudsman for England and Wales. She also contributed to the development and delivery of the Police Complaints Commissioner for Scotland Certificate in Complaint Handling Practice. Carolyn is a former Deputy Scottish Public Services Ombudsman, a post held from the formation of this Office in September 2002 until 2007. During this period she developed well regarded guidance on Apology and Dealing with Unacceptable Actions. Before that she worked in Social Rented Housing for nearly 20 years, latterly as a Deputy Director of a Housing and Care Organisation. Carolyn is an accredited and practising Mediator and an Associate Trainer for the National Housing Federation. She is also a member of the Scottish Legal Complaints Commission Mediation Panel and a member of the Edinburgh Sheriff Court Mediation Panel.
DR NICK O’BRIEN qualified as a solicitor in 1987. After a period in private practice he was appointed Legal Adviser to the Legal Services Ombudsman for England and Wales where he became Deputy Ombudsman in 1999. In 2000, Nick took up the post of Legal Director at the Disability Rights Commission where he had responsibility for the litigation, strategic enforcement, casework, conciliation, best practice and telephone advice services. He was a member of the senior management team and convenor of the Legal Committee. He also represented the DRC on the DTI Task Force to set up the Equality and Human Rights Commission, the Attorney General’s Equality Advisory Panel, and the Public Legal Education Task Force. Since 2007, Nick has worked as part-time Legal Policy Adviser to the Parliamentary and Health Service Ombudsman. He is also a part-time Judge in the Mental Health Review Tribunal and an Honorary Research Fellow in the Law School at Liverpool University. Nick has published several articles in academic journals on ombudsmen, human rights and disability rights. He has been a member of the editorial board of The Ombudsman since 2000 and has regularly contributed articles. Nick has delivered training on human rights and disability rights for the Parliamentary Ombudsman, the Local Government Ombudsman and the Northern Ireland Ombudsman. He has also regularly represented the Parliamentary Ombudsman on the Administrative Justice and Tribunals Council and at Council of Europe and European Ombudsman events.
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BOOKING INFORMATION FOR B3124 THE PROFESSIONAL CERTIFICATE IN OMBUDSMAN AND COMPLAINT HANDLING PRACTICE
To reserve a place please provide the following information by email to: [email protected]
Name of organisation ………………………………………..………………
*Surname of delegate …………………………………………………………
*Forename of delegate …………………………………………………………
*Gender of delegate ………………………………………………………..
*Date of birth of delegate ……………………………………………………….
*Dietary requirements ………………………………………………………(e.g.. vegan, vegetarian, gluten free etc.)
Work telephone number of delegate…………………………………………….
*Email address of delegate………………………………………………….…………..
All fields marked * are mandatory for course enrolment purposes.
Payment
The cost for the Professional Certificate in Ombudsman and Complaint Handling Practice is £1,300.
If the organisation would like to pay by invoice, please provide the following information:
Name, Position and address for invoice: …………………………………………………
…………………………………………………
…………………………………………………
…………………………………………………
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Purchase Order Number (If known) …………………………………………………
2. If you or your organisation would like to pay by credit/debit card
When you apply for the course, you will be given instructions to follow the matriculation process; you will be provided with a user name and password that will allow you to enter the QMU Portal where there is a link to pay online by credit/debit card.
Payment can be made over the telephone by contacting QMU’s Finance Department on 0131 474 0000 and asking for Finance via the automated service.
If your organisation is paying for the course, please provide the relevant information on the screen headed “Summary of fee due and sponsorship” which will appear during the matriculation process.
3. If you or your organisation would like to pay by cheque
Please make it payable to QMU and include the name of the course participant and matriculation number of the back of the cheque.
4. Other alternatives for payment
Please also contact our Finance Department if you wish to make a payment into the QMU account. Email [email protected] or phone 0131 474 0000 and ask for Finance.
Our Administrator for the ombudsman courses, Norma Diack, can also help with enquiries about payment. She can be contacted on [email protected] or by telephone on 0131 474 0000.
Please note that payment must be made prior to the start of the course.
SubstitutionsNamed substitutions will be accepted. Requests should be made in writing to [email protected]
Cancellation/Postponement by Queen Margaret University (QMU)QMU reserves the right to postpone or cancel any programme due to an insufficient number of delegates. QMU also reserves the right to cancel any programme due to any reason beyond its control. In the event of postponement or cancellation by QMU, delegates will be offered the choice of a full refund or a place on the next available course.
If you have any questions about the course, please do not hesitate to contact Carol Brennan at [email protected] or phone 0131 474 0000 and, as this is voice activated, ask clearly for Carol Brennan.
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