Learning Materials

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Week one

Welcome letter

Week one Induction

IT Information

The Learning Programme

Observation guidance

Confidentiality policy

BMIS guidance on storing, sharing and deleting data

Learn account instructions

Induction unit

Induction end of unit assessment

Week two

Week two Casebook

Set up your Casebook account

Changes to Casebook ahead of GDPR

Guidance on consent for face to face clients

Case recording unit

Introduction to the law unit

Week three

Week three Reception

Reception skills unit

Reception end of unit assessment

Discrimination unit

Discrimination end of unit assessment

Guidance: reception processes

Reception Guide

Role of receptionist

Reception open and close checklist

Week four

Week four walkabout with links

Research & campaigns unit

Negotiation unit

Week five

Week five Research & information

Signposting exercise

Research & information exercise

Research & information unit

Consumer unit

Week six

Week six Gateway process

Gateway process presentation

Interview skills unit

Week seven

Week seven Introduction to benefits

Week 7 Benefits overview exercise

Which Benefit? Study pack

When to offer a benefits check e-learning

Benefits end of unit assessment

Week eight

Week eight Adviceline

Client care presentation

Negotiating by telephone

Telephone skills: Questioning and listening

Adviceline guidance

Family and personal unit

Week nine

Week nine introduction to debt advice

Presentation: The Debt Advice Process

Debt study pack

A systematic approach to debt advice

Identifying and dealing with debt emergencies

Debt end of unit assessment

Week ten

Week ten Housing

Housing case study

Housing resources

HRA Flowchart

Applying as homeless flowchart

Housing unit

Week eleven

Week eleven Benefit entitlement

Benefits entitlement exercise

Immigration unit

Week twelve

Week twelve Housing

Housing case study

Housing resources

HRA flowchart

s21 flowchart

Housing unit

HRA presentation notes

 

 

 

 

Week thirteen

Week fourteen

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