#dontarriva IT Support
IT Support
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 by supporting those that donate their time with remotely configuring their softphones, Email, using Google Calendar and spreadsheets.
Who We Are Looking For
We are looking for empathetic, patient Volunteers, over the age of 18, who enjoy speaking to others.
The challenge, that the ideal IT Supporter will enjoy, is the varying levels of knowledge that people that support us will have.
On one call, you might be supporting someone in taking some of their first steps, on others, you may learn quite a bit yourself!
How We Do It
We route calls through the use of a smartphone app that you can download called a "softphone". Everybody that supports us centrally needs one of these and an official Email Address. They are, of course, free.
We run a small virtualised call centre. IT Supporters are on hand to help with configuring softphones and Email Addresses remotely using Mozilla Thunderbird. We make a lot of use of G Suite too and this is also supported.
Data collected on telephone calls is input using the #dontarriva website. This generates completed forms, we then collate these into spreadsheets for publication on our website that is at the heart of #dontarriva.
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!
IT Supporters make it all possible!
Who We Are Looking For
We are looking for empathetic, patient Volunteers, over the age of 18, who enjoy speaking to others.
The challenge, that the ideal IT Supporter will enjoy, is the varying levels of knowledge that people that support us will have.
On one call, you might be supporting someone in taking some of their first steps, on others, you may learn quite a bit yourself!
How We Do It
We route calls through the use of a smartphone app that you can download called a "softphone". Everybody that supports us centrally needs one of these and an official Email Address. They are, of course, free.
We run a small virtualised call centre. IT Supporters are on hand to help with configuring softphones and Email Addresses remotely using Mozilla Thunderbird. We make a lot of use of G Suite too and this is also supported.
Data collected on telephone calls is input using the #dontarriva website. This generates completed forms, we then collate these into spreadsheets for publication on our website that is at the heart of #dontarriva.
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!
IT Supporters make it all possible!
What Do I Need?
A smartphone (and to be happy to download three 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 second is remote management software so that you can share the screen of the Supporters, you, in turn, are supporting. They have to grant you permission, on each occasion, to see their screen.
The third is a softphone app (to take calls), a separate desktop computer or a laptop (both with antivirus) 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/or talk you through how to resolve any issues.
What Do I Need?
A smartphone (and to be happy to download three 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 second is remote management software so that you can share the screen of the Supporters, you, in turn, are supporting. They have to grant you permission, on each occasion, to see their screen.
The third is a softphone app (to take calls), a separate desktop computer or a laptop (both with antivirus) 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/or talk you through how to resolve any issues.
How does #dontarriva Manage Quality of Service?
All calls and Emails are recorded and monitored. We then use these call recordings and Emails in order to identify any support needs that may arise and to ensure that we offer the best service that we possibly can to both Callers and those that support 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 and the willingness to learn.
Some IT experience with Spreadsheets, Softphones, Mozilla Thunderbird and Google Calendar would be advantageous but not essential as training will be provided.
How does #dontarriva Manage Quality of Service?
All calls and Emails are recorded and monitored. We then use these call recordings and Emails in order to identify any support needs that may arise and to ensure that we offer the best service that we possibly can to both Callers and those that support 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 and the willingness to learn.
Some IT experience with Spreadsheets, Softphones, Mozilla Thunderbird and Google Calendar would be advantageous but not essential as training will be provided.