Every voice heard
Inclusive services and closing the feedback loop.
A short, focused look at whether everyone can reach and be heard by your service: the Welsh active offer, digital inclusion, frontline culture and complaints.
- Level
- Focus
- Learning time
- 2 hours 30 minutes
- Where
- Resident and Customer Experience
- Price
- £69
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, or Certificate of Completion and Assessment with a short assessment
Overview and Outcomes.
Who It's For
Leaders of front-line, contact and complaints services in public bodies
Overview
Every voice heard asks whether everyone can reach, use and be heard by your service. It looks first at the front door: the active offer of Welsh, the Welsh Language Standards, digital exclusion, assisted digital and accessibility under WCAG 2.2. It then turns to the frontline, drawing on Schneider's service climate, Hochschild's emotional labour and Lipsky's street-level bureaucracy to show why staff and resident experience move together. It treats complaints as experience data with a name on it and sets out how to close the loop. Three cases, Grenfell, Trivallis and Tell Us Once, ask one question: were people heard?
Aims
This programme aims to help leaders build services that are open to everyone and that genuinely listen, by designing an inclusive front door, supporting front-line staff to use discretion well, and turning complaints and feedback into organisational learning that reaches the board.
In summary, you will be able to:
- Assess how inclusive your service is across language, disability and digital confidence, using the Welsh Language Standards and accessibility requirements.
- Explain how staff experience, discretion and psychological safety shape resident experience, and plan practical support for your front line.
- Design a cycle that turns complaints and feedback into learning and closes the loop from the individual to the board and the public.
What you'll develop
Through this Focus course, you will build 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.
- 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.
- Explain why a low complaint volume can hide dissatisfaction, using the complaints iceberg and Hirschman's idea of voice.
- Explain what the Grenfell, Trivallis and Tell Us Once cases show about voice, records, respect, leadership attention and learning.
Built from 2 parts.
2 hours 30 minutes of learning.
- 01A service for everyoneAccessible, bilingual and digitally inclusiveBitesize2 modules
- 02Closing the loopComplaints learning and customer case studiesBitesize2 modules
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 hereFocus, 2 hours 30 minutes, £69
- The whole topicExplore, Through the resident's eyes, 5 hours 30 minutes, £129. Already own the Focus? You pay £60.
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