Contact Officer Certification / Recertification Refresher Online Program

COURSE OUTLINE

In this Online Program, participants will recognise the importance of the Contact Officer role and develop an understanding of the role’s responsibilities, particularly when dealing with allegations of bullying and discrimination. In this program, Diversity Australia’s online delivery gives them a strong understanding of knowledge and behaviours to help participants to develop effective techniques for solving a variety of common issues they may face in the workplace.

This comprehensive training program prepares participants to serve effectively as Contact Officers, key personnel who provide confidential support and guidance for workplace issues related to discrimination, bullying, and harassment.

Through 13 structured modules, the course covers:

• Core responsibilities and ethical requirements of Contact Officers
• Fundamental concepts of diversity, equity, and inclusion
• Legal frameworks and compliance requirements
• Essential skills in active listening and communication
• Practical approaches to handling complaints and investigations
• Methods for supporting both complainants and respondents
• Strategies for prevention and cultural change

COURSE CONTENT

Topics addressed include:

• Diversity in a changing World
• Parity, Equity, Inclusion and Unconscious Bias and how they play their parts
• the law and expectations we all have to manage against
• legislation/ case analysis
• unlawful discrimination and how to manage and report it
• harassment – multiple formats
• what constitutes harassment and bullying
• bullying in many contexts
• the new role of the Contact Officer
• record keeping and its key importance
• problems experienced by Contact Officers and how to resolve them
• attributes of a Contact Officer and how to deal with the stresses of the role
• conducting a one-on-one meetings and
• effective discussions and role plays based on key relevant organisational experiences