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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
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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:
- digitalbridge@we-are-digital.co.uk - Lloyds Banking Group booking enquiries (not to be contacted for equipment queries)
- DI@we-are-digital.co.uk - for any remote lesson queries (excluding Lloyds Banking Group and Assisted Digital (Home Office))
- logistics@we-are-digital.co.uk - for any equipment or sim card related queries
- trainers@we-are-digital.co.uk - 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.
Administration
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
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Defence Works Training
I would like to remind you of the free training WAD Provide on GDPR and Cyber Security via The Defence Works. It really is vital that you stay up to speed with GDPR and Cyber Security best practices. Each module is very short, taking no longer then 10 minutes, and covers a variety of topics such as: Working from Home in COVID-19, perfecting passwords, insider threats and social engineering.
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Lesson Reminders and "No Show" Process
Please ensure you are following the correct “No Show” process in the event you cannot reach a learner for an appointment.
• Call the learner 24hrs in advance to introduce yourself and confirm the appointment
• If learner does not show for an appointment, try contacting them for 15 minutes
• If you are unable to reach the learner within the 15 minutes, contact WAD and inform us of the situation
ATTENTION! If you do not contact WAD after 15 minutes of the lesson start time to advise the learner is a “no show”, payment cannot be given for that session.
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Surveys Update
From 01/08/2020, how we use surveys will be changing. All our surveys have been reviewed and amended recently to better assess our business requirements and to demonstrate our Social Return on Investment (SROI). For this reason, I’m sure you can understand the importance of both yourselves and our learners completing these surveys. The following rules will apply moving forward:
- The Trainer End of Session Survey will need to be completed at the end of every session, including NO SHOW sessions. The only exception will be cancellations.
- For every session attended by a learner there will be a survey to complete. This can be one of the following;
- The Learner End of Session Form – used for all sessions except the final session of a course (a course is when it is planned that there will be more than 1 session and can relate to both 1-to-1 or group sessions)
- An End of Course Feedback Form – to be completed on the final session if part of a course (as defined above), at the end of the session if it has been scheduled to only be one session (even if another session is required/requested to complete training), or if the learner informs you that they do not intend to complete all sessions for the course (e.g. they drop out after 2 sessions when 3 sessions have been scheduled).
- Links to all appropriate surveys will be included in either the booking email, or the associated Trainer Brief – both of which will be linked to in the booking email.
It is your responsibility as a trainer to ensure that surveys are completed, both by yourselves and learner as appropriate, to ensure we can provide effective feedback to clients, to help assess and implement improvements to our processes and to assess our Social Return On Investment.
We Are Digital reserve the right to with-hold pay if we do not receive completed surveys from learners or trainers, if a learner doesn’t complete one, the relevant team needs to be informed why.
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Face-to-face Training Aid
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Learn My Way (LMW) - Make it Click
Learn My Way is an excellent resource to direct your learner too, either during their sessions, or at the end of their final session as a place they can go to further develop their IT skills. Please note – ALL learners MUST be shown Learn My Way, quite often it is a key objective of the training (Lesson Briefs do state the teaching of LMW) and feedback shows that not all learners are being shown how to access and sign up to this resource and several of our clients have passed comments on why this topic is not being trained.
Please refer to the following URL: https://makeitclick.learnmyway.com/directory
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Digital Bridge Equipment
All customers should now receive a printed equipment guide accompanying their gifted equipment. Please ask the learner if they have their equipment guide on hand before you start helping them to set up their equipment, as these are the steps both you and the learner need to follow. Equipment guides can be found here - https://www.we-are-digital.co.uk/equipment-guides/
Digital Bridge customers will receive either a Samsung Galaxy Tab A or a Samsung Galaxy Tab A6
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Digital Bridge Sessions - Video Training Platform
8x8 is the only platform you can use to deliver training for Digital Bridge sessions. Our client has stipulated that we cannot use Zoom, or any other video training platforms for this service. During the training, you can however deliver a session on how to use Zoom to enable communication with friends and family, as long as the session is delivered on 8x8.
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Digital Bridge Helpline Update
Lloyds Banking Group have agreed to extend learner sessions from 90 minutes to 2 hours as of the 13th July. Customers are now allowed a maximum of three 2-hour sessions. Please ensure that you call the Digital Bridge Team if your learner requires more than one 2-hour session, as we need to ensure that booking processes are followed. If you carry out a session without following the correct booking processes, these sessions will not be paid.
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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: trainers@we-are-digital.co.uk |
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