- How to provide outstanding services to parents seeking child care referrals and consumer education
- Both new and experienced staff can benefit
Lesson 1: The Elements of Family Centered Customer Service - 1 Hour Advanced Level
This course provides in-depth information, including specific techniques and audio examples of how to use customer service skills in their contact with parents.
Lesson 2: Managing the Call - 1 Hour Advanced Level
This course examines methods and techniques for managing a high-quality child care referral call and uses examples of experienced referral specialists conducting calls with actual families.
Lesson 3: Individualized Consumer Education - 1 Hour Advanced Level
Using audio examples from real calls, this course teaches how to offer parents the individualized consumer education they need to make informed child care choices for their children.
Lesson 4: Next Steps: Helping Parents Organize the Search for Care - 1 Hour Advanced Level
This course deals with the final phases of a referral call: giving parents specific options and resources and helping them organize their search for child care.
Lesson 5: Challenging Situations - 1 Hour Advanced Level
This course uses audio examples and interviews with experts on techniques for responding to parents in challenging situations where there are no easy answers.
What the Trainee will receive:
- A complete bibliography to expand on information presented in the lessons.
- Certificate of completion.
- Continuing Education Units (CEUs)
One-hour individualized telephone consultation with a NACCRRA Quality Assurance Consultant for an additional fee.