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Customer and Service Guidance & Customer Security

Structure Type: Study unit
Code: SA00BC79
Curriculum: SA 2022 / 2022V
Level: Bachelor of Social Services
Year of Study: 2 (2023-2024 / 2024)
Semester: Autumn / Spring
Credits: 4 cr
Responsible Teacher: Weber, Susanna
Language of Instruction: Finnish

Courses During the Academic Year 2023-2024

Impl.Group(s)Study TimeTeacher(s)LanguageEnrolment
3003SA2022-2A2023-08-01 – 2023-12-31Heidi BlomFinnish2023-08-01 – 2023-09-06
3004SA2022-2B2023-08-01 – 2023-12-31Heidi BlomFinnish2023-08-01 – 2023-09-06

Learning Outcomes

The student is able to work purposefully in customer and service guidance.
The student understands theoretical definitions of customer and service guidance. The student knows the customer´s rights and legal security.
The student masters the customer and service management process.
The student is well-oriented with customer safety and understands it´s importance in customer and service guidance.
The student understands the field of social work and legislation.
The student is well-oriented with digital customer work and data protection.

Student's Workload

4 x 27 h

Contents

Customer and service management
* definition of customer and service management
* customer confluense and interaction in customer situations
* the subjective expertise of the client
* customer process: initial mapping, customer plan and documentation
* interprofessionalism and networking
* effectiveness of customer work


Customer safety
* safe organisation, production and implementation of services
* comprehensive social care
* customer safety in social welfare legislation
* good customer treatment, customer rights and legal protection
* data protection
* digitality and electronic services in customer work

Recommended or Required Reading and Other Learning Resources/Tools

Material provided by the teacher.

Assessment Criteria

Grade 1
The student can identify the process of customer and service guidance. The student can understand the meaning of customer safety and is able to take them into account in its operations.

Grade 3
The student understands the meaning of customer safety in customer and service guidance. The student can promote customer safety in their work.

Grade 5
The student can act and develop customer and service guidance on multi-professional way. The student understand theory and can develop its own expertice with it.

Further Information

Spark-feedback system is used to collect course feedback.


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