Y/601/8825 Interact with and Support Individuals Using Telecommunications.

Interact with and Support Individuals Using Telecommunications

Learning outcomes

1 Understand the legal and local requirements relating to the use of telecommunications when supporting individuals

1.1 Describe the legal and local requirements and policies relevant to the functions being carried out

1.2 Explain the rights of the individual being supported using telecommunications

2 Be able to use telecommunication technology

2.1 Use different types of telecommunication technology

2.2 Explain how interactions may differ depending on the type of telecommunication technology used

2.3 Respond to individuals according to organisational policies

2.4 Record details of interactions in the appropriate system

3 Be able to engage with individuals using telecommunications

3.1 Engage with the individual without face-to-face interaction including:

Providing opportunities to sustain the interaction.

Providing reassurance of continued interest.

Encouraging individuals to share their concerns.

Responding to the individuals immediate requirements at each stage during the interaction.

Recognising where anonymity may encourage them to respond.

3.2 Provide information about the service and confirm its appropriateness to the individual.