- How to provide outstanding services to parents seeking child care referrals and consumer education.
- Both new and experienced staff can benefit.
Lesson 1: Consumer Education and Referral - 2 Hours Basic Level
The Referral Specialist will learn how to effectively interact with families as they help them find quality care and provide them with enhanced referrals.
Lesson 2: 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.
Lesson 3: 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 4: Individualized Consumer Education - 1 Hour Advanced Level
The referral specialist learns how to offer parents the individualized consumer education they need to make informed child care choices for their children.
Lesson 5: 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 6: 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.
One-hour individualized telephone consultation with a NACCRRA Quality Assurance Consultant for an additional fee.