CAP Initial Contact and Support Course
Description of the programme
This course is CAP’s in-house training for new employees in their Service Delivery department. This includes Debt Advisors, Administrative Support Staff and Debt Coaches. The objective of the course is to equip staff to provide information and support to clients who are seeking help with their debts.
Pre Requisite Learning / Pathway / Accreditation for Prior Learning
Not required
Individual Certification
Not required
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What are the outcomes?
This is course is accredited to the debt activity sets described below. Initial contact activity will involve a member of staff as the first point of contact in the service for the client. They may explain the remit of the service, may gather basic personal information, provide information and/or signpost the client if appropriate.
Support work activity will involve a member of staff providing information relating to the remit of the service, collecting client information, identifying the client’s problem and any related issues, identifying any immediate or urgent priority matters, agreeing appropriate next steps, and signposting or arranging a referral for the client to other services where appropriate.
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