5. Managing relationships with learners and clients
5.1 Instructor Members All members are responsible for establishing and maintaining a professional relationship with learners and clients, based on confidence, integrity, respect, and trust. Members must prioritise early communication, effectively manage learner and client expectations, and provide clarity on the contents and requirements of the course. It is also expected that independent Instructor Members will ensure that learners and clients are provided in a timely manner with relevant business terms and conditions which include payment terms for course registrations, postponements, cancellations and refunds at the time of registering onto the course. Safeguarding employees When delivering to organisations, either as an in-house or independent Instructor Member, members must enquire about the safeguarding and protective provisions made by the employer to support the role of the Mental Health First Aider. Where required, refer employers to the resources on the MHFA England website: – Implementation guide for employers – Role guide for Mental Health First Aiders Marking learners as complete Instructor Members must mark all learners who complete the course as ‘complete’ in a timely manner to confirm attendance. It is good practice to mark relevant learners as 'complete' either within the final break during the last session of the course delivery, or as soon as the course concludes. This will help ensure that learners receive the opportunity
to provide feedback on the course to MHFA England and receive their certificate. Where there are repeated instances of learners not being marked as complete or significant delays in marking learners as complete, MHFA England will contact Instructor Members directly to follow up on this as a quality related concern. For further information and guidance about managing disruptive learners, please see section 4.9 of this handbook Dealing with incomplete attendance A learner must not be marked as having completed the course if they have missed a significant amount of the course. Missing parts of sessions will mean their learning is incomplete. Learner or client feedback If a learner or client provides feedback or raises a concern to you, we expect you to take this into consideration. When applicable, you should adapt the rest of the course delivery to improve the learning experience. 5.2 Associate Instructors The Training and Consultancy Directorate arranges an introduction between the client and the Associate Instructor around two weeks before the first course delivery. After the introduction, the Delivery Consultant gives the Associate Instructor guidance on the next steps. When communicating directly with the client, it is a good opportunity for the Associate Instructor to ask any questions you may have, offer yourself as a resource to the client, and answer any of the client’s questions.
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