This half day course is for front line staff who may be the first point of contact for clients. It will look at the skills and interview structure needed for the best client outcome and is designed to help staff establish the facts required for giving full benefits advice. This is not a course about the details of the benefit system.
The aim of the course is for delegates to understand the basics of the benefit system; to know what information is required if their client needs a benefit check or believes an award or decision is incorrect, and how to structure an interview.
By the end of the course delegates will have improved understanding and acquired skills in the following: