Trainer Newsletter

I hope you are all safe and well. 

I’d like to take this opportunity to thank you all for your positive approach to adapting to training remotely. We’ve had new projects such as Lloyds Banking Group (Digital Helpline) starting, a big spike in equipment orders, and a very good performance from the Digital Inclusion team converting everything to remote training; considering the team had to totally switch off group training given the lockdown it was amazing to see how fast we turned things around – and it’s testament to the hard and creative work of everyone in the We Are Digital (WAD) business that we could pull something like this off. WAD have not furloughed any staff through a difficult period of trading – which shows just how much digital and financial skills is in the spotlight right now, and how needed our service is.

We also saw the launch of our first ever app as a business – the Negotiate It App – now live on Google Play – to aid our Financial Inclusion work, to help people use tried and tested scripts to negotiate their bills and finances. It’s a neat piece of kit!

Useful Contact Numbers

WAD Office
0333 344 4019
  • Press 1 - Enquiries for Digital Inclusion training and equipment queries
  • Press 2 - Enquiries for Financial Inclusion training and debt advice appointments
  • Press 3 - Speak to Accounts team
  • Press 4 - Speak to Sales team
  • Press 5 - Speak to Tutor & QA team
  • Press 6 - For all other enquiries
Digital Bridge Helpline (Lloyds Banking Group)
0345 222 0333
EU Settlement Resolution Centre (SRC)
0300 7900 566
June 2020

TIP: VAT - Remember to include your VAT number when claiming VAT on your invoices.

Regular Reminders
Contacting We Are Digital
Please ensure that you are directing your emails to the department relevant to your query or booking, this ensures your email is being picked up and handled by the right team:
  • - Lloyds Banking Group booking enquiries (not to be contacted for equipment queries)
  • - for any remote lesson queries (excluding Lloyds Banking Group and Assisted Digital (Home Office))
  • - for any equipment or sim card related queries
  • - your main point of contact for anything else
If your email relates to a session or equipment, please mark as 'URGENT'. Emails to direct inboxes may be delayed so we strongly advise using the contact details above.

The following administration is imperative to ensure we are feeding back to clients, taking onboard trainer feedback and ensuring invoices are correctly billed to clients, and paid to our trainers:
  • Notifying the relevant booking team of changes to appointments i.e. you or your learner has changed the appointment date/time, or a learner has cancelled the appointment, or the learner has not turned up for an appointment
  • Completion of the relevant trainer and learner surveys after EVERY session
  • Notifying the relevant team if a feedback survey has not been completed and the reason why
Connecting with WAD - Follow us on LinkedIn, Twitter and Facebook for more updates.
Survey Links

Please note that survey access is no longer available through the survey page previously hosted on the WAD website. Links to the relative surveys will only be provided via the booking emails you receive, and the lesson plans provided for each client. Failure to complete the relevant surveys may result in your pay for that session being withheld.
Page Marker App

Page Marker

It has recently been brought to our attention of a handy browser extension for the Google Chrome web browser that allows users to ‘draw’ or annotate on webpages. This has proven to be an effective tool when delivering remote training sessions and we advise everybody to follow this link and try it out.
8x8 Frequently Asked Questions
Please see below recently raised questions and their respective answers with regards to the 8x8 (8 by 8) video training system:
Q: Is the 8x8 download different between Windows devices and Mac devices?
A: Yes, there is a different download for those, so one for Windows and one for Mac

Q: 8x8 appears to not work on devices with old Android OS’s on them. The version mentioned was V4.4.2 – is this correct?
A: It may be possible as the app is regularly updated and may not work on the old Android devices.

Q: Regardless of the age of the device the learner is using, am I right in thinking that if they’re only accessing a meeting via the link, we/booking agents send them, this won’t be an issue and they can still attend the meeting?
A: To join the meeting, as you don’t need the app, then through a browser it should be fine, but some older devices may not be able to manage, and the quality could be quite low.

Q: Does the customer have to download the 8X8 app or desktop app to access a meeting?
A: No download is needed as they should be sent a link which they can click to access the meeting or a number to dial in.

Q: Are there particular web browsers 8X8 has problems with?
A: Safari is the only web browser 8x8 has problems with
Digital Helpline Sessions

Due to the sensitive nature of Digital Bridge sessions, booking confirmation emails will now contain all specific customer information - it can no longer be recorded on GCal. Remember to thoroughly read the booking emails to make sure you are fully appraised of the session details.  
Missing Remote Session Appointments

The following guidance clarifies the correct process to follow in the event a customer misses a remote appointment.

Remote session missed appointment process:
  1. Trainer calls customer on number provided at booked appointment time – no earlier or later
  2. If customer does not answer, leave a voicemail (if possible) advising the customer of their booked appointment and to contact the Digital Bridge team to re-schedule on 0345 222 0333
  3. Please wait 10 minutes and try the above steps again
  4. If the customer has not answered the second call, or called you (the trainer) back within 15 minutes of the booked appointment time, then you (the trainer) must inform the Digital Bridge Team of the failed appointment by calling: 0345 222 0333
  5. The appointment will go down as a missed session, and you (the trainer) will still be paid (you will only be paid for a missed appointment if you have followed the above process)
New Projects

Royal Borough Kensington Chelsea (RBKC)
RBKC are an existing WAD client. Following successful delivery of the pilot project, we will now be delivering a new project comprising of three courses:
  • Digital Inclusion Basic IT Group Course
  • Digital Inclusion Introduction to Excel - One Day Group Course
  • Digital Inclusion Introduction to PowerPoint - One Day Group Course
Lloyds Banking Group (LBG)
The project is called Digital Helpline (aka Digital Bridge). This project is open to Lloyds Banking customers however LBG have also opened the project up to charities that they work with, so you may see sessions booked for customers who are not a member of LBG. Although an element of the training will be around banking, banking is not the soul focus of the project. There are many other topics customers may wish to focus on. Please see this guide which will assist you in delivering these sessions.

Sovereign Housing Association
Sovereign Housing Association are an existing WAD client who are running a new project targeting learners based in the South West and Isle of Wight. Learners are to receive training in their own homes (remotely during COVID-19). Sovereign's main aim is to increase the digital and financial skills of their residents. 

Stonewater Housing
This is a new client who we are working with to deliver basic inclusion skills and/or financial skills training in their homes (remote during COVID-19).
If you have had any experience with the Essential Skills Funding Agency (ESFA), or know of anybody who has, please pass on our details and get in touch with us at:
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We Are Digital · Level 2 Friars House · Manor House Drive · COVENTRY, Warwickshire CV1 2TE · United Kingdom

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