Good Practice in Complaints Handling for Adoption and Fostering Services

Who this is for

Adoption and fostering CEOs, directors, practitioners and managers (Voluntary Adoption Agencies, Regional Adoption Agencies, Local Authorities, and independent social workers), front of house staff, children’s social care services, children and family social workers and other professionals working with children and families.

Details

Complaints in adoption and fostering services may not happen as often, but when they do arise they can feel complex and challenging to manage. This expert-led training session will explore good practice in complaints handling, helping practitioners understand how to respond with clarity, confidence and professionalism. Developed in response to requests from members, the session will provide practical guidance on managing complaints appropriately while maintaining constructive relationships with families and stakeholders.

As a CEO of an adoption agency I worked with Barbara on a complex complaint which has been escalated to her as Chair of Trustees. Barbara treated the complaint with care and compassion and used polices, procedures and regulations to guide her analysis and this meant a fair outcome to the complainants and a clear one to the agency. – Satwinder Sandhu

The training is delivered by Barbara Hudson, an experienced social work consultant with many years of expertise supporting organisations through sensitive and complex cases.

Learning 0utcomes

• Be confident your complaints policy is fit for purpose
• Know how to respond proportionately and calmly
• Feel less isolated when complaints arise
• Have clearer routes for advice and peer support
• See complaints as a governance tool, not just a threat

About the trainer

Barbara Hudson

Barbara is an independent social work consultant based in Edinburgh. Her career in social work has included time as a hospital social worker in Norfolk, a children and families worker in Leeds and Service Manager for Adoption, Fostering and Residential Services in Bradford. Barbara’s belief in creating opportunities for children separated from their birth families, to join and grow up within adoptive or foster care inspired her to take up the post of Director of BAAF Adoption and Fostering Scotland. She was responsible for developing policy, devising and delivering training across Scotland and Northern Ireland and was part of a major review of adoption in Scotland. Currently Barbara works with a number of local authorities and with Scottish Adoption and the Dean and Cauvin Young People’s Trust, alongside her role as chairperson of Coram IAC.

Instructions

A member of staff will be in touch with attendees one week prior to the event to share a pre-event delegate pack.

If you have any questions regarding this webinar, please contact us at [email protected]. We will aim to answer your query within two working days.

CVAA accept online payments only. In case you do not have instant access to your company card, we suggest using your personal card instead to book a training event and claim it back with your agency in your expenses. Requesting an invoice to pay for our standard practice events is not possible.