Webinar: HMCTS are introducing their new ‘HEAR’ communication framework
HMCTS are holding a webinar on the 26th February 12:30 - 2:00pm to present and discuss their new 'HEAR' framework.
HMCTS research found there was a need to improve the way they identify and respond to service user’s needs over the phone. People who interact with HMCTS can have multiple and complex needs and staff did not always understand these need to ensure their services were tailored. To improve this situation, HMCTS have identified a range of improvements and tools for staff, including the need to design a communication framework - ‘HEAR’ - to help staff identify and respond to user needs.
The key discussion points of the seminar will be:
- Will this model help HMCTS staff provide a user-centred service for your organisations client group?
- Are there any issues with our suggested approach?
- Is there any learning from your organisation you could share to help us train staff in the steps of this approach?
The first 15 minutes will be used to run through how to use the webinar tool. Register here.