Page 27 - Group Leader Handbook

Frequently Asked details for you to pass on to your group. Your students activities please see the Activity
Manager
Please note that we require at one weeks'
Questions notice if you would like to book an op-tional Your student’s bedrooms, meals, time at the
as arranging transport is difficult, and we centre please see the Centre Manager.
reserve the right to cancel optionals if we
Can I use a phone to call a student’s parent? don’t reach the required numbers of book- Complaints Procedure
ings.
You will be able to use the office phone to call Whilst we hope that you and your students
a student’s parent in an emergency. When am I able to go offsite on my own? are happy and content with the course, we
understand that sometimes this is not always
How can I get a SIM card for my mobile After your daily meeting with the managers the case. In the case of a student not being
phone? and whilst students are in class you will have satisfied with their stay, please ask them in
some free time until lunch. This is the perfect the first instance to speak with you and then
You can buy a SIM card from most supermar-
opportunity for you to go shopping/see the you can take it up with the correct Manager.
kets, corner shops, news agents or specialist
local area. For example:
mobile phone shops such as Car Phone Ware-
 If the student is unhappy with their
house. However, check which network re- Is transport arranged for me to go offsite?
class/level, you can speak with the
ceives a good signal at the centre. If you can
At specified times in the week, transport will Director of Studies.
receive a strong Vodafone signal, Lebara offer
be arranged to take a group of group leaders 
a good SIM card and it allows cheaper inter- If the student is unhappy with the
to a local area where you will be able to spend activities, you can speak to the Activi-
national calls. The Centre Manager will be
some time. At other times, not pre-arranged, ty Manager.
able to tell you the best place to get one.
we will be able to assist you in call-ing a taxi to
 If the student is unhappy with the
I have a dietary requirement. Can this be get there but payment and ar-ranging to get accommodation/food, then you can
catered for? back will be your responsibility. take it up with the Centre Manager.
Please tell the Centre Manager if you or any
When is my laundry done? The Centre Manager also oversees all that
of your students have a dietary requirement. the DOS and AM do. Please do mention any
We offer a weekly service for small items at
Ideally this information will have been passed areas you are unhappy with at the time of
the centre. You will need to put your clothes
on before you have arrived at the centre as it your stay and it gives us the opportunity to
into a bag, each item labeled and given to the do our best to solve the problem whilst you
can take time to arrange, but if this infor-
centre on the designated laundry day. Please are there.
mation wasn’t passed to us, please let the
remember that the individual is responsible
Centre Manager know the exact details of the If you feel the need to escalate the complaint
for sorting their own bag and we aren’t re- to Head Office, please write to:
dietary requirement or allergy and they will
sponsible for lost/damaged items The Centre summer.support@churchillhouse.co.uk
inform the Catering staff immediately to see
Manager will be able to tell you the days and
what can be done. Important Telephone Numbers:
times laundry is collected.
If my student is sick or needs medical atten-
One of my student’s is unhappy with their
tion, what do I do? 
room. What can be done? Emergency services (Ambulance/
Police/Fire Brigade): 999
We have members of staff that are first aid We have a strict no moving policy within the
trained. If your student is from the EU, they first 24 hours of anyone’s stay. This is because  Churchill House Emergency Number:
may be able to receive free medical treatment future bookings may be disrupted if one per- PLEASE SEE YOUR CHSC ID BADGE
but you should check with their travel insur- son moves and we need to have a correct fire  Churchill House Airport Transfer
ance before taking them to any medical pro- Emergency Number: 07419 373983
list in case of emergency. If you highlight the
fession. If your student is from outside the EU,
issue to the Centre Manager, they can speak
you must check their travel insurance before Head Office Contact Details
to the Bed Bookings Manager at Head Office
making an appointment. Some insurers re-
who assigns all students (and GLs) their 42 Spencer Square, Ramsgate, Kent C11 9EQ
quire you to take your students to a designat- rooms. Once the BBM has been consulted, the
ed doctor; others allow you to go to the near- CM will act as swiftly as possible. Due to Telephone (Main Switchboard): (01843)
593630
est doctor’s surgery. If your student needs to numbers and all requests by all parties it may Head Office Department Email
see a doctor, you must accompany them to not be possible to move immediately and we General Enquiries
the doctors and their travel is to be paid by appreciate your patience and understanding. summer.support@churchillhouse.co.uk
them. Sometimes this can also be claimed Occasionally, to accommodate all requests,
back on their insurance if you keep a receipt. we reserve the right to move you or your Sales Department
salesdept@churchillhouse.co.uk
I want to book my group an optional excur- students to another room throughout your
sion. What are my choices and how do I do stay.
this?
Who do I see if I would like information on
If you speak with the Activity Manager, they teaching, activities or about accommoda-
will be able to tell you the available optional tion/meals?
excursions for that week and a price each
Our managers are always available to help
student in your group needs to pay. The Activ- you. If you have any questions regarding:
ity Manager will give you all the necessary
Your students classes please see the Director
of Studies
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