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Customer Care Best Practice
Accreditation of Training Courses
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Customer Care Best Practice Guide

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Section 3 - ACCREDITATION PROCESS

Accreditation process Schedule FAQs

3.1 Accreditation process

The accreditation process will be administered by The College of Estate Management acting as the appointed independent consultants on behalf of BCSC.

The process will start with the initial accreditation procedure followed by on-going monitoring during the delivery of the courses, with a re-accreditation procedure being conducted every 12 months.

Initial accreditation

The initial accreditation process is based on the following stages:

  • Submission of application
    The potential training provider, or applicant, is required to provide documentation related to the delivery of the proposed course and fill in the Self-Assessment Application Form, which details how the course framework meets the Core Competencies and subsequently the anticipated training outcomes outlined in Table 3. Details of the required documentation are explained here. This submission will be reviewed by the independent consultants.
  • Interview
    After reviewing the submission the independent consultants may invite the applicant for an interview to discuss various aspects of the course resourcing and delivery that require more clarification.
  • Award
    Following the submission reviews and interviews the independent consultants will make recommendations to the BCSC for issuing the accreditation certificate, valid for one year, or refusing the application.

On-going monitoring

After delivering the course, training providers are required to produce course feedback forms, which are to be completed by the course attendees.

Training providers are required to review the feedback forms which along with a sample of the feedback form, will form part of the BCSC’s on-going monitoring of the courses and providers. This documentation is to be included in the submission for the re-accreditation.

The BCSC reserves the right to audit training providers during the accreditation year to ensure standards are maintained.

Re-accreditation

The re-accreditation procedure will apply to course providers already accredited and has delivered their courses successfully. The stages in this procedure are similar to the initial accreditation: submission, interview and decision.

  • Submission of application
    The training provider is required to submit an annual course report for each accreditation year within 4 weeks of the end of that year and provide other relevant documentation.
  • Interview
    The independent consultants will review the re-accreditation submission and it is possible that the training providers will be invited for interview to clarify some aspects in the report.
  • Award
    Recommendation then will be made to the BCSC to issue a re-issue the accreditation certificate, valid for one year, or to discontinue accreditating the course.