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<p>All Child Maintenance Caseworkers receive 5 days of Child Maintenance Service (CMS)
Gateway learning in the classroom, regardless of which part of the business they will
be working in. This includes core digital skills, management of customers security,
management of unacceptable customer behaviour and how to recognise and respond appropriately
to domestic abuse.</p><p> </p><p>CMS colleagues then receive up to 15 days of technical
learning in the classroom, dependant on the role they will undertake. This includes
management of customer information and queries on the telephone, in writing and digitally.
Learning is also provided to recognise, manage and signpost customers with complex
needs, for example living costs or threats of suicide or self-harm.</p><p> </p><p>In
addition, learners receive workplace support to embed learning. This is interspersed
with the classroom learning and is completed by dedicated coaches who use live work
to enhance the classroom theory. The ratio is 1 day classroom learning to 3 days workplace
support.</p><p> </p><p>Both classroom learning and workplace support can be flexible
and extra time or support can be provided if learners have any additional needs. Classroom
learning is normally completed in a ratio of 1 learning delivery officer to 12 learners.
Workplace support is a ratio of 1 workplace support coach to 6 learners.</p><p> </p><p>Learners
also undertake the DWP Fundamental Learning Journey (FLJ) which is a standardised
approach to learning that ensures you have the right level of skills and knowledge
to deliver excellent service regardless of your role within DWP Service Delivery.
The journey emphasises skills alongside technical knowledge required, making our service
more consistent for customers. All the learning in the FLJ is expected to be completed
within 26 weeks of the start date. The learning is flexible, to fit around any technical
learning that is undertaken.</p>
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