Call Mapping by Katie Carey https://padlet.com/smedleykatie83/i7naq6hl1b1t Vanguard en-us 2017-06-28 13:26:15 UTC 2017-06-28 14:31:36 UTC hello@padlet.com Centre of Service? smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651202 Helpline]]> 2017-06-28 13:32:27 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651202 After going through IVR system client makes contact with Advisor. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651313 2017-06-28 13:33:26 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651313 Advisor asks client if has called before and asks a series of questions to create a record. Name, DOB, postcode, Tel Number, Email, If would like further contact from Shelter and where heard about us. Client gives all these details. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651433 2017-06-28 13:34:22 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651433 Advisor asks the client to tell them about the situation smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651611 2017-06-28 13:36:15 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651611 Client now informs advisor about his situation. He is being evicted from accommodation which is tied to his employment. His employment is ending and has been told he needs to leave the accommodation. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651647 2017-06-28 13:36:32 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651647 Advisor asks a series of questions to establish tenure, contract to which client responds with information. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651748 2017-06-28 13:37:52 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651748 Advisor asks the client what he is wanting from the call today. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651946 2017-06-28 13:39:02 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651946 Client informs the advisor that he is looking for options in securing new accommodation as he has no accommodation to go to. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651984 2017-06-28 13:39:29 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177651984 Client is placed on hold. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652319 2017-06-28 13:43:31 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652319 Advisor returns to the client. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652332 2017-06-28 13:43:35 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652332 Advisor provides advice on client's rights in the current property. He entitled to a court order and bailiff warrant should he out stay notice. Advisor also gives options on getting accommodation if evicted. Advisor returns to advising about the rights to remain beyond their notice. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652366 2017-06-28 13:43:58 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652366 Call ends smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652654 2017-06-28 13:47:23 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652654 Client calls back the Helpline the following day. Listens to the IVR and makes contact with an advisor. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652677 2017-06-28 13:47:34 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652677 Advisor asks if client has called before and establishing so, asks for clients name, dob, postcode to find a record and check DPA. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652719 2017-06-28 13:48:01 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652719 Client is placed on hold. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652857 2017-06-28 13:48:36 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652857 Advisor returns after having found the record and asks how he can help today after reading notes from previous call. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652943 2017-06-28 13:49:35 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177652943 Client informs the advisor he has found a term in his contract that confirms the previous advisor's thoughts that he does not have a tenancy. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177653467 C]]> 2017-06-28 13:55:02 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177653467 Client asked some questions about the situation that client provided in the previous call. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655047 2017-06-28 14:09:51 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655047 Client informs the advisor he has mental health issues. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655087 2017-06-28 14:10:10 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655087 Client is places on hold smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655176 2017-06-28 14:10:54 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655176 Advisor returns to the client smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655221 2017-06-28 14:11:13 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655221 Advisor informs the client of his right that the information provided in the first call still stands. Client offers a referral to CLA due to client being threatened with eviction and client's health issues. The CLA service is explained. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655284 2017-06-28 14:11:46 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655284 Client accepts referral. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655352 2017-06-28 14:12:24 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655352 Referral made and call ends. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655367 2017-06-28 14:12:30 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655367 Client will now await a call back from CLA. smedleykatie83 https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655391 2017-06-28 14:12:45 UTC https://padlet.com/smedleykatie83/i7naq6hl1b1t/wish/177655391