#dontarriva Scheduling
Coordinating our Patchwork Quilt of Stars!
As we grow (we started the project in November 2023), we are looking to be able to quickly answer telephone calls and 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. 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. Schedule Supporters are at the heart of ensuring that we fill slots and provide Supporter cover across #dontarriva.
Who We Are Looking For
We are looking for empathetic, patient Volunteers, over the age of 18, who enjoy speaking and corresponding with others and would describe themselves as logical people.
As there can be no legal committment from those that donate their time, unlike employment, there will be a significant element of attempting to fill cancelled slots by contacting reserve Supporters that have agreed to be contacted at short notice.
How We Do It
We route calls through the use of a free smartphone app that you can download called a "softphone". Everybody that supports us needs this centrally, alongside an official Email address.
We also correspond with people by Email.
Data collected by telephone is input using the #dontarriva website. This generates forms, we collate this information onto spreadsheets. Information from spreadsheets is then input onto our website. This then provides the catalyst at the centre of our campaign for improvement.
Our Supporters are, in turn, supported by IT Supporters that are on hand to support those that support us centrally with any configuration and technical issues.
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!
Some people prefer Email and completing forms. This is a vital channel of data collection where we might otherwise lose vital data.
Who We Are Looking For
We are looking for empathetic, patient Volunteers, over the age of 18, who enjoy speaking and corresponding with others and would describe themselves as logical people.
As there can be no legal committment from those that donate their time, unlike employment, there will be a significant element of attempting to fill cancelled slots by contacting reserve Supporters that have agreed to be contacted at short notice.
How We Do It
We route calls through the use of a free smartphone app that you can download called a "softphone". Everybody that supports us needs this centrally, alongside an official Email address.
We also correspond with people by Email.
Data collected by telephone is input using the #dontarriva website. This generates forms, we collate this information onto spreadsheets. Information from spreadsheets is then input onto our website. This then provides the catalyst at the centre of our campaign for improvement.
Our Supporters are, in turn, supported by IT Supporters that are on hand to support those that support us centrally with any configuration and technical issues.
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!
Some people prefer Email and completing forms. This is a vital channel of data collection where we might otherwise lose vital 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 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 and Emails are recorded. 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 callers and to our Supporters.
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.
A positive can-do approach to filling our patchwork quilt with Supporter cover across Administration, IT Support and other Schedulers.
How does #dontarriva Manage Quality of Service?
All calls and Emails are recorded. 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 callers and to our Supporters.
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.
A positive can-do approach to filling our patchwork quilt with Supporter cover across Administration, IT Support and other Schedulers.