A service for everyone
Accessible, bilingual and digitally inclusive.
- Level
- Bitesize
- Learning time
- 1 hour 15 minutes
- Where
- Resident and Customer Experience
- Price
- £39
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms
Certificate of Completion
Overview and Outcomes.
Overview
Is the way into your service open to everyone, whatever their language, abilities or confidence with technology? This module covers the active offer of Welsh from the framework More than just words, the Welsh Language Standards for communication, the layers of digital exclusion, and the difference between digital only and assisted digital. It also explains designing for the edges, WCAG 2.2 and the accessibility regulations, and five tests for an inclusive front door. Front-line staff deliver almost every moment of truth, and they cannot give what they lack. This module draws on Benjamin Schneider's service climate, Heskett's service-profit chain, Hochschild's emotional labour and Michael Lipsky's street-level bureaucracy to show why staff and resident experience move together. It explores discretion, a discretion and support matrix, neighbourhood coaching at Bromford and Hafod, Amy Edmondson's three moves for psychological safety and five moves to support the front line.
What you'll develop
In this Bitesize, you will develop the ability to:
- Explain the active offer of Welsh and identify the Welsh Language Standards most relevant to communication, websites, social media, correspondence and signs.
- Distinguish digital only from assisted digital approaches and identify the layers of digital exclusion that can leave people out.
- Apply the five tests for an inclusive front door, including WCAG principles and accessible formats, to a service you lead.
- Explain how service climate, the service-profit chain, emotional labour and staff voice connect staff experience to resident experience.
- Describe Lipsky's coping patterns of rationing, routines and categorising, and assess where your front line sits on the discretion and support matrix.
The Modules.
1 hour 15 minutes of learning.
- 06Accessible, Bilingual and Digitally Inclusive ServiceIs the way into your service open to everyone, whatever their language, abilities or confidence with technology? This module covers the active offer of Welsh from the framework More than just words, the Welsh Language Standards for communication, the layers of digital exclusion, and the difference between digital only and assisted digital. It also explains designing for the edges, WCAG 2.2 and the accessibility regulations, and five tests for an inclusive front door.36 min
- 07The Frontline: Culture, Discretion and Staff ExperienceFront-line staff deliver almost every moment of truth, and they cannot give what they lack. This module draws on Benjamin Schneider's service climate, Heskett's service-profit chain, Hochschild's emotional labour and Michael Lipsky's street-level bureaucracy to show why staff and resident experience move together. It explores discretion, a discretion and support matrix, neighbourhood coaching at Bromford and Hafod, Amy Edmondson's three moves for psychological safety and five moves to support the front line.35 min
Keep going.
Part of the Resident and Customer Experience topic, also sold whole as Through the resident's eyes.
Go deeper, and pay only the difference
- You are hereBitesize, 1 hour 15 minutes, £39
- Next stepFocus, Every voice heard, 2 hours 30 minutes, £69. Already own the Bitesize? You pay £30.
- The whole topicExplore, Through the resident's eyes, 5 hours 30 minutes, £129. Already own the Bitesize? You pay £90.
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Prices per person. Read the full terms
Also part of: Leading homes and communities, Through the resident's eyes