#dontarriva Administration
Answering Calls From Our Telephone Line
As we grow (we started the project in November 2023), we are looking to be able to quickly answer telephone calls from Arriva Bus Customers who are calling to report their buses not turning up (we call these #dontarrivas) or late running (beyond 10 minutes late) services.
The information provided is then recorded and input into the Regional Information that we keep for 11 Counties that Arriva Bus Operate in. We then use this data to campaign for change. This is an opportunity to extremely practically support local communities where buses are often at the heart of people's ability to live quality lives.
Who We Are Looking For
We are looking for empathetic Volunteers, over the age of 18, who enjoy speaking to others.
Some of the people that call will be understandably freezing cold and extremely frustrated. We don't do zero tolerance beaurocracy. Instead, we empathise.
How We Do It
We route calls through the use of an smartphone app that you can download called a "softphone".
Data is input using the #dontarriva website.
Why Is It Important?
Our telephone line service is important because it allows #dontarriva to be fully accessible to those that would otherwise struggle with using the internet.
Many people will not be able to drive through disability or being older, it is therefore incredibly important that we don't create barriers for these vulnerable people where buses can be the difference between life and death and also those who just prefer to speak to a human being!
Who We Are Looking For
We are looking for empathetic Volunteers, over the age of 18, who enjoy speaking to others.
Some of the people that call will be understandably freezing cold and extremely frustrated. We don't do zero tolerance beaurocracy. Instead, we empathise.
How We Do It
We route calls through the use of an smartphone app that you can download called a "softphone".
Data is input using the #dontarriva website.
Why Is It Important?
Our telephone line service is important because it allows #dontarriva to be fully accessible to those that would otherwise struggle with using the internet.
Many people will not be able to drive through disability or being older, it is therefore incredibly important that we don't create barriers for these vulnerable people where buses can be the difference between life and death and also those who just prefer to speak to a human being!
What Do I Need?
A smartphone (and to be happy to download two free smartphone apps - one is assistance software where you stay in control and is solely there to get you up and running and offer tech support.
The other is a softphone app to take calls), a separate desktop computer or a laptop (with antivirus) or a tablet (such as an iPad) and a quiet, private space.
Where Can I Do It?
It is possible to help in any location that ticks the boxes! We do not have a physical office.
Time Commitment
Whenever you like - between 5am and 12am seven days a week - for practical reasons we ask you to reserve your time donation block at least two weeks in advance for a minimum of 2 hours.
Please let us know as soon as you can if you will be unavailable so that we can do our best to arrange alternative cover.
What Support is Available?
There will always be a helpline that you can call for free from your smartphone.
With your permission, we will share your screen and talk you through how to resolve any issues.
What Do I Need?
A smartphone (and to be happy to download two free smartphone apps - one is assistance software where you stay in control and is solely there to get you up and running and offer tech support.
The other is a softphone app to take calls), a separate desktop computer or a laptop (with antivirus) or a tablet (such as an iPad) and a quiet, private space.
Where Can I Do It?
It is possible to help in any location that ticks the boxes! We do not have a physical office.
Time Commitment
Whenever you like - between 5am and 12am seven days a week - for practical reasons we ask you to reserve your time donation block at least two weeks in advance for a minimum of 2 hours.
Please let us know as soon as you can if you will be unavailable so that we can do our best to arrange alternative cover.
What Support is Available?
There will always be a helpline that you can call for free from your smartphone.
With your permission, we will share your screen and talk you through how to resolve any issues.
How does #dontarriva Manage Quality of Service?
All calls are recorded. We then use these call recordings in order to identify any support needs that may arise and to ensure that we offer the best service that we possibly can to callers.
Data Protection
It is super important to understand the importance of data protection. Please do not make handwritten notes and be cautious of your desktop computer, laptop or tablet being seen by others.
Please always ensure that your device can be locked when it is unattended and that antivirus is installed, updated and regularly run.
Training
Training is provided through Zoom. There is, of course, no cost.
Basic Skills Needed
The ability to read and write to a high standard, empathy and basic IT skills.
Some experience with Google Calendar would be advantageous but not essential as training will be provided.
How does #dontarriva Manage Quality of Service?
All calls are recorded. We then use these call recordings in order to identify any support needs that may arise and to ensure that we offer the best service that we possibly can to callers.
Data Protection
It is super important to understand the importance of data protection. Please do not make handwritten notes and be cautious of your desktop computer, laptop or tablet being seen by others.
Please always ensure that your device can be locked when it is unattended and that antivirus is installed, updated and regularly run.
Training
Training is provided through Zoom. There is, of course, no cost.
Basic Skills Needed
The ability to read and write to a high standard, empathy and basic IT skills.
Some experience with Google Calendar would be advantageous but not essential as training will be provided.
Responding to Emails From Our Email Addresses
As we grow (we started the project in November 2023), we are looking to be able to quickly respond to Emails from Arriva Bus Customers who are calling to report their buses not turning up (we call these #dontarrivas) or late running (beyond 10 minutes late) services. The information provided is then recorded and input into the Regional Information that we keep for 11 Counties that Arriva Bus Operate in.
Who We Are Looking For
We are looking for empathetic Volunteers, over the age of 18.
Some of the people that Email will be understandably freezing cold and extremely frustrated. We don't do zero tolerance beaurocracy. Instead, we empathise.
How We Do It
We route Emails through the use of free (Open Source) software called Mozilla Thunderbird using the IMAP protocol.
Data is then taken from our General Enquiries Email address and input using the #dontarriva website to ensure that we capture all relevant information.
Data from completed forms is input into spreadsheets (Either Microsoft Excel or the free Libre Office Calc). A smartphone and a separate desktop computer, laptop or a tablet are therefore needed.
Why Is It Important?
The purpose is twofold - Firstly, to ensure that we offer lines of communication that are the most suitable to those that contact us.
The second is that we need to ensure the thorough and accurate collation of data
Who We Are Looking For
We are looking for empathetic Volunteers, over the age of 18.
Some of the people that Email will be understandably freezing cold and extremely frustrated. We don't do zero tolerance beaurocracy. Instead, we empathise.
How We Do It
We route Emails through the use of free (Open Source) software called Mozilla Thunderbird using the IMAP protocol.
Data is then taken from our General Enquiries Email address and input using the #dontarriva website to ensure that we capture all relevant information.
Data from completed forms is input into spreadsheets (Either Microsoft Excel or the free Libre Office Calc). A smartphone and a separate desktop computer, laptop or a tablet are therefore needed.
Why Is It Important?
The purpose is twofold - Firstly, to ensure that we offer lines of communication that are the most suitable to those that contact us.
The second is that we need to ensure the thorough and accurate collation of data
What Do I Need?
A smartphone (and to be happy to download two free smartphone apps - one is assistance software where you stay in control and is solely there to get you up and running and offer tech support.
The other is a softphone app to make and take internal calls), a separate desktop computer or a laptop (with antivirus) Microsoft Excel (or the free (open source) Libre Office Calc) and a quiet, private space.
Where Can I Do It?
It is possible to help in any location thaty ticks the boxes! We do not have a physical office.
Time Commitment
Whenever you like - between 5am and 12am seven days a week - for practical reasons we ask you to reserve your time donation block at least two weeks in advance for a minimum of 2 hours.
Please let us know as soon as you can if you will be unavailable so that we can do our best to arrange alternative cover.
What Support is Available?
There will always be a helpline that you can call for free from your smartphone.
With your permission, we will share your screen and talk you through how to resolve any issues.
What Do I Need?
A smartphone (and to be happy to download two free smartphone apps - one is assistance software where you stay in control and is solely there to get you up and running and offer tech support.
The other is a softphone app to make and take internal calls), a separate desktop computer or a laptop (with antivirus) Microsoft Excel (or the free (open source) Libre Office Calc) and a quiet, private space.
Where Can I Do It?
It is possible to help in any location thaty ticks the boxes! We do not have a physical office.
Time Commitment
Whenever you like - between 5am and 12am seven days a week - for practical reasons we ask you to reserve your time donation block at least two weeks in advance for a minimum of 2 hours.
Please let us know as soon as you can if you will be unavailable so that we can do our best to arrange alternative cover.
What Support is Available?
There will always be a helpline that you can call for free from your smartphone.
With your permission, we will share your screen and talk you through how to resolve any issues.
How does #dontarriva Manage Quality of Service?
All Emails sent and received are monitored. We then review these in order to identify any support needs that may arise and to ensure that we offer the best service that we possibly can to those Emailing us.
Data Protection
It is super important to understand the importance of data protection. Please do not make handwritten notes and be cautious of your desktop computer, laptop or tablet being seen by others.
Please always ensure that your device can be locked when it is unattended and that antivirus is installed, updated and regularly run.
Training
Training is provided through Zoom. There is, of course, no cost.
Basic Skills Needed
The ability to read and write to a high standard, empathy and basic IT skills.
Some experience with Microsoft Excel or Libre Office Calc and Google Calendar would be advantageous but not essential.
How does #dontarriva Manage Quality of Service?
All Emails sent and received are monitored. We then review these in order to identify any support needs that may arise and to ensure that we offer the best service that we possibly can to those Emailing us.
Data Protection
It is super important to understand the importance of data protection. Please do not make handwritten notes and be cautious of your desktop computer, laptop or tablet being seen by others.
Please always ensure that your device can be locked when it is unattended and that antivirus is installed, updated and regularly run.
Training
Training is provided through Zoom. There is, of course, no cost.
Basic Skills Needed
The ability to read and write to a high standard, empathy and basic IT skills.
Some experience with Microsoft Excel or Libre Office Calc and Google Calendar would be advantageous but not essential.