BSI Part 5 by Stephanie Lewis https://padlet.com/sclewis249/r5w27i56qu53wtlb en-us 2020-07-07 08:31:07 UTC 2025-10-09 15:50:47 UTC hello@padlet.com Factors causing vulnerability sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649013604 covered in debt induction]]> 2020-07-07 08:40:47 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649013604 Best practice sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649013773 Partners processes, carefund, your voice, for your benefit, calibration sessions]]> 2020-07-07 08:41:08 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649013773 Reg requirements sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649014597 Advice NI covered

]]> 2020-07-07 08:42:28 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649014597 Communication sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649014912 Your Voice, Consumer Coucil, Consumer parliament, focus groups for new bills and letters]]> 2020-07-07 08:43:02 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649014912 Testing & Trialing sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649015506 Consumer council, new website, your voice, Keypad+, Power NI bot, EV tariff]]> 2020-07-07 08:44:09 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649015506 Training sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649016022 Ennovate, JAM card, Mindwise, complaints training, FYB]]> 2020-07-07 08:45:07 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649016022 Systems sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649016404 PAR team flexible, name change for understanding. Vend lowered to £5 during COVID]]> 2020-07-07 08:45:54 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649016404 Audits sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649019077 Complaints process in place. Annual refresher training. Board level reporting. Puffin project removed issue with DD refund

]]> 2020-07-07 08:51:07 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649019077 Implementing Improvements sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649021197 Plenty of examples]]> 2020-07-07 08:54:43 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649021197 Consumer facing- REVIEW sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649021384 Website needs updated. Calls/complaints driven by APP. Webchat suspended. Email/letter/phone/social media team (Francesca feeding in). Adverts- changes during COVID. Field sales review*. Sponsorship

]]> 2020-07-07 08:55:07 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649021384 Is there difficulty understanding IVR phone options when you can in? https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649021585 2020-07-07 08:55:34 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649021585 PNI app is generating complaints https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649022489 2020-07-07 08:57:29 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649022489 List out customer facing systems and comms https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649022970 bills, 
phones, web, app, social media, field sales

Who
How
Why
Strengths and weaknesses
]]> 2020-07-07 08:58:23 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649022970 Characteristics sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649025447 Critical care register at COT.  Regular review of looking for signs of vulnerability. e.g. Keypad not suitable for some, what payment does suit?]]> 2020-07-07 09:02:45 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649025447 Care register sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649026038 Time at door, meter reading. CusCare register review in process.]]> 2020-07-07 09:03:52 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649026038 Is this for Domestic & Commercial? sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649028271 2020-07-07 09:07:43 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649028271 Signposting sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649028413 In place for PAR- not sure about Service Ops

Update Onenote with infographic

]]> 2020-07-07 09:08:05 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649028413 One Note process sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649029430 Vulnerability needs added in to One Note the same as PAR]]> 2020-07-07 09:09:38 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649029430 No feedback method from FYB https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649030277 stamped
envelope not use in past
]]> 2020-07-07 09:11:31 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649030277 Benefit signposting sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649031225 For agents GC
Support on how to speak about this
FYB referral

]]> 2020-07-07 09:13:20 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649031225 Performance indicators sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649032326 Measurement and reporting- in board report. Referals measured on FYB. adding reporting for missed signs]]> 2020-07-07 09:15:13 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649032326 KPM https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649033561 KPM +
Hardship vend
reducing recovery rate
suspend the vends

]]> 2020-07-07 09:17:49 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649033561 DHSS customers sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649034359 keep for as long as possible- customers on it who maybe don't need to be]]> 2020-07-07 09:19:22 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649034359 Customers who pay by cheque https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649034655 experience
disadvantaged when it becomes less common
time it takes to process
draw on C19 experience

]]> 2020-07-07 09:19:57 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649034655 keypad example sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649035761 Keypad benefit to us but not to customer so we put customer first. Staff awareness good]]> 2020-07-07 09:21:53 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649035761 Introduce annual refresher training sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649036373 2020-07-07 09:23:03 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649036373 draw on C19 experience https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649036617 how we flexed for customers

We put customers first

]]> 2020-07-07 09:23:23 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649036617 Staff empowerment sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649036898 Payment holidays, hardship vends. Refresher of referrals to care partners]]> 2020-07-07 09:23:52 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649036898 Customer circumstances sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649039169 Ensuring groups aren't discriminated against- potentially KPM removal example. case by case basis

]]> 2020-07-07 09:28:52 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649039169 Discounts causing discrimination sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649040785 DD/keypad discounts causing discrimination and not rewarded, especially for those paying instantly on bill received]]> 2020-07-07 09:32:01 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649040785 Customer service sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649041338 Equal for all]]> 2020-07-07 09:33:25 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649041338 Guidance of what to expect sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649041428 COT letters, DD welcome letters, codes of practice]]> 2020-07-07 09:33:39 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649041428 Information sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649041829 Needs to be all documents available. Take more note of literacy and language difficulties. Should we be more proactive in what we ask? explore other languages*. What is the back up?]]> 2020-07-07 09:34:29 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649041829 Explore Energias process sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649045446 follow up call after registration?]]> 2020-07-07 09:41:41 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649045446 Be more proactive at registration sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649046413 Send welcome pack and care reg,
Review care register on call?

]]> 2020-07-07 09:43:34 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649046413 Cover off d&e sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649047155 2020-07-07 09:44:54 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649047155 Moving to Energia model sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649047533 give customer time to reflect and follow up. CoT calls. Follow up after COVID]]> 2020-07-07 09:45:21 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649047533 contact outside opening hrs https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649049737 how
Automatic replies

]]> 2020-07-07 09:49:36 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649049737 Complaint handling process https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649050361 Bill
website - 2 clicks - can this be improved?
told on phone
details for consumer council]]> 2020-07-07 09:50:59 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649050361 Where is help located on other suppliers sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649051769 help etc]]> 2020-07-07 09:54:30 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/649051769 Flexible procedures sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658326096 flexible based on customer scenario we are flexible]]> 2020-07-20 11:45:44 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658326096 Online processes sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658327530 Maybe there's some things that can't be done not online- DD? Some flexible processes due to covid may be able to remain- move out via email]]> 2020-07-20 11:49:37 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658327530 Audits sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658328527 Internal and external complaints audit ]]> 2020-07-20 11:52:01 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658328527 Using and managing records sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658328782 don't proactively gather vulnerability information. Not clear that there is a consistent method of recording accurately. No easy way to indicate that a customer didn't understand]]> 2020-07-20 11:52:32 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658328782 Need to promote alternate contact sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658330326 2020-07-20 11:56:38 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658330326 Customer care register sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658330798 Review customers for up to date information. Should there be a campaign?]]> 2020-07-20 11:57:54 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658330798 Alert types may need to change sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658332641 e.g. language barrier. First language is hidden. Need a uniform method to make sure recording is done accurately]]> 2020-07-20 12:02:58 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658332641 Check which questions are asked sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658333436 Checking One Note]]> 2020-07-20 12:04:26 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658333436 Data protection sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658333687 OK'd after GDPR ]]> 2020-07-20 12:05:10 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658333687 Don't disclose full details sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658334207 Only ask for what we need ]]> 2020-07-20 12:06:42 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658334207 Third parties sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658334314 Advice NI protocols. There is a third party process. HMRC, PSNI. Process calls for third party to come straight to customer realtions. SLA signed with FYB. Can share examples]]> 2020-07-20 12:07:00 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658334314 Third party sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658335308 Alternative contact- change DD amount/date. POA separate]]> 2020-07-20 12:09:20 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658335308 Obtaining bill in the right format sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658337082 Is it on the website easy to find?]]> 2020-07-20 12:13:49 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658337082 Signposting & third party sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658337599 Energy Efficiency etc]]> 2020-07-20 12:15:02 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658337599 Puffin feedback sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658337725 Focus group feedback]]> 2020-07-20 12:15:22 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658337725 Language barrier sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658338845 Do we need to proactively record first language to create library of languages for welcome pack. Need to agree key documents across all CC to have translated. Look into other utilities and suppliers]]> 2020-07-20 12:17:59 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658338845 Goods and services sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658343276 Payment methods and keypad+]]> 2020-07-20 12:29:26 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658343276 Accessibility sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658343885 Payment holiday is not explained. Conversation would be clear and jargon free. Codes of practice- does it cover all? ]]> 2020-07-20 12:30:56 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658343885 Pricing sheets sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658345148 Not clear. Follow up with marketing]]> 2020-07-20 12:34:03 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658345148 Carefund refresher sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658350794 2020-07-20 12:44:56 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658350794 Customer care register review sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658350866 if not complete can highlight it has started]]> 2020-07-20 12:45:05 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658350866 Plain English campaign sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658352703 2020-07-20 12:48:42 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658352703 Care register is stereotypical sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658361635 2020-07-20 13:02:56 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658361635 Code of practice sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658362145 Energy saving leaflet directs to website]]> 2020-07-20 13:03:39 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658362145 We don't target customers for perks eg sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658364158 2020-07-20 13:07:09 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658364158 Look at if cancellation can be accepted by every medium. 5.8.1 c sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658366418 2020-07-20 13:11:10 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658366418 No penalties. but there is a discrimination to vulnerable customer who can't make use of discounts sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658367543 2020-07-20 13:13:08 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658367543 Follow up with Jim Doogan sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658368830 Field sales covering 5.9.1. Are there checks for best practice? (calibrations)]]> 2020-07-20 13:15:27 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658368830 Calibrations with sales teams sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658370532 2020-07-20 13:18:16 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658370532 5.10.1 follow up Jim Doogan sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658371508 2020-07-20 13:20:00 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/658371508 5.10.4 sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663228787 - struggling to pay line
Clear communication. Lengthy process
Visits by PAR team (e)
Texting service - failed pay plans (e)
Failed DD- letter and call- then collection process- letters etc- help and struggling to pay
(f) Advice NI- the reasons why aren't clear- struggle to get agents to ask why- don't explore why the payment has failed - no reasonable attempt? Need to align PAR with CC Ennovate principles
(g) no feed added ]]> 2020-07-27 11:37:41 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663228787 5.10.4.2 sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663237896 Network issue. Critical care register for priority. Customers details are correct]]> 2020-07-27 11:59:37 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663237896 5.10.4.3 sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663238233 For Your Benefit, Advice NI. Struggling to pay line needs highlighted. Update code of practice for sign posting]]> 2020-07-27 12:00:31 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663238233 Language documents sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663244614 Library of languages available- 13 on charter]]> 2020-07-27 12:13:48 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663244614 5.10.4.4 sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663245060 Clearer steps.  Examples of what we can do Craig looking at it.]]> 2020-07-27 12:14:32 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663245060 Debt collection sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663248067 Connexus- ? ? don't increase the debt- take a % of the debt. Craig to get info and process- find SLA CG.

Deceased- Phillips Cohen - don't do debt collection work for us]]> 2020-07-27 12:21:16 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663248067 Small claims process sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663252367 Steve Bingham- removed accounts. Small claims is charged for. Potentially £39-£130]]> 2020-07-27 12:29:37 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663252367 5.11.1 sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663253980 We aren't directly asking for feedback GAP.  More than likely they are the customers on the care register and we don't survey them. Needs to become regular. Annual audit perhaps? Amanda contacting Sophie for survey responses with customers on care register. Review going to happen- build in surveys]]> 2020-07-27 12:32:34 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663253980 5.11.2 sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663259568 Code of practice with timescales- on the website. Different contact options. Social media too. Check with Eamon if a customer will get straight through if they cant understand the options AM]]> 2020-07-27 12:43:00 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663259568 Self-service systems sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663263155 Has to be due to compliance. Can suggest other ways to pay- e.g. paypoint]]> 2020-07-27 12:49:35 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663263155 Complaints training sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663263832 All staff go through complaints induction and then annual refresher training]]> 2020-07-27 12:50:57 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663263832 5.11.3 sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663265879 ok]]> 2020-07-27 12:54:54 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663265879 5.12.1 resources needed sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663266547 Recruitment, set up, training records, access to One Note for procedures and docs]]> 2020-07-27 12:56:09 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663266547 5.12.2 Training plans sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663267224 Specific trainers. Complaints training sessions. Service Ops don't do refresher training unless it's something new. Different competencies between PAR and CC. (d) QMPs reviews. Monthly updates are reviewed]]> 2020-07-27 12:57:14 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663267224 Provision of training sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663268224 (a) Review what we have in Advice NI training. Part of Advice NI vulnerability training (brief).  UR outlined. CG & GC
(b) fine
(c) fine]]> 2020-07-27 12:59:05 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663268224 Explore required legislation to be trained out sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663272950 Teresa. Ask Advice NI as well GC. What are the required legislation ]]> 2020-07-27 13:06:49 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663272950 sclewis249 https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663279081 Complaints procedures, audit, reporting, trends, customer service feedback. Continuous improvement team (quality team). Ennovate providing subjects for improvements. Bluetooth Keypad, Powerbot. PAR & CC awards]]> 2020-07-27 13:16:26 UTC https://padlet.com/sclewis249/r5w27i56qu53wtlb/wish/663279081