Encompass Family & Community – First Up! Client response training for administration staff

A full-day in person workshop for administration staff providing ‘first up’ responses to clients in crisis

Encompass Family & Community presents First Up! Client response training for administration staff

Administration workers are often the first persons with whom a client or potential client of your agency will have contact. When that initial contact is by an upset, highly anxious or angry client, it is not easy to find the right response. This workshop equips and supports administration workers in their role of providing ‘first-up’ responses to clients and members of the public who present in person at reception or over the phone. We consider how to interact calmly and safely with people who are presenting in a state of crisis or affected by alcohol or drugs, including how to convey empathy while encouraging the client to contain their anger or upset or behaviour. A workshop for all admin workers who may be ‘first-up’ in responding helpfully in difficult situations or helping to de-escalate potential crises.

Date: Thursday, 8th August – 9.30am to 4pm

Venue: TBA

Cost: $385 per person