#dontarriva Training Support
Training 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. Across our network of Administrator, IT and Scheduler Supporters, everyone needs some training. This is where you come in!
Who We Are Looking For
We are looking for empathetic Volunteers, over the age of 18, who enjoy speaking to others and seeing them develop.
We are looking for original thinkers and those that enjoy sharing their skills with others. You should be comfortable with creating presentations (perhaps slideshows), writing small training courses and showing your face in training sessions.
A commitment to equal opportunities and professionalism is very important as it sets the tone for our project. There's plenty of room for your brand of warmth too!
How We Do It
We route calls through the use of an free smartphone app that you can download called a "softphone". Everybody who offers central support needs one of these and an official Email address.
Data is input using the #dontarriva website by Administrators who also process Emails and spreadsheets. We use Google Calendar, Mozilla Thunderbird and spreadsheets.
Our patchwork quilt of Central Supporters is coordinated by Scheduling Supporters.
Technical Support is provided by our IT Supporters.
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.
Our Email service is important for people who prefer to communicate by these means and ensures that we do not lose this vital channel of data collection.
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!
Our Training Supporters are a vital part of the jigsaw in terms of bringing Supporters on board, offering continuing support to Supporters with questions and identifying support and development needs across #dontarriva.
Who We Are Looking For
We are looking for empathetic Volunteers, over the age of 18, who enjoy speaking to others and seeing them develop.
We are looking for original thinkers and those that enjoy sharing their skills with others. You should be comfortable with creating presentations (perhaps slideshows), writing small training courses and showing your face in training sessions.
A commitment to equal opportunities and professionalism is very important as it sets the tone for our project. There's plenty of room for your brand of warmth too!
How We Do It
We route calls through the use of an free smartphone app that you can download called a "softphone". Everybody who offers central support needs one of these and an official Email address.
Data is input using the #dontarriva website by Administrators who also process Emails and spreadsheets. We use Google Calendar, Mozilla Thunderbird and spreadsheets.
Our patchwork quilt of Central Supporters is coordinated by Scheduling Supporters.
Technical Support is provided by our IT Supporters.
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.
Our Email service is important for people who prefer to communicate by these means and ensures that we do not lose this vital channel of data collection.
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!
Our Training Supporters are a vital part of the jigsaw in terms of bringing Supporters on board, offering continuing support to Supporters with questions and identifying support and development needs across #dontarriva.
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. Also, to be happy to download Mozilla Thunderbird (if you don't use it already) for your Email.
The other is a softphone app to take calls), a separate desktop computer or a laptop (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 - seven days a week - it will become more obvious - as time goes on - the preferred time for training but not every Supporter will be available at the same time. As usual, the more of you there is, the better!
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. Also, to be happy to download Mozilla Thunderbird (if you don't use it already) for your Email.
The other is a softphone app to take calls), a separate desktop computer or a laptop (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 - seven days a week - it will become more obvious - as time goes on - the preferred time for training but not every Supporter will be available at the same time. As usual, the more of you there is, the better!
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, Emails and training sessions are recorded. We then use these 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 and 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
As Training packages is something that our Support Trainers develop, you will be in regular communication with the Director during the hours that you choose, when you choose.
Basic Skills Needed
The ability to read and write to a high standard, empathy and basic IT skills.
The ability to recognise training needs, sensitively and where appropriate discreetly address them and to be inclusive and approachable during the times that you are available.
Some experience with Google Calendar, presentations, public speaking and an interest in technology would be advantageous but not essential as support with developing training packages will be provided.
At least some knowledge of Data Protection would also be advantageous as would some knowledge of health and safety involving undertaking activities at desks and in screen use.
How does #dontarriva Manage Quality of Service?
All calls, Emails and training sessions are recorded. We then use these 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 and 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
As Training packages is something that our Support Trainers develop, you will be in regular communication with the Director during the hours that you choose, when you choose.
Basic Skills Needed
The ability to read and write to a high standard, empathy and basic IT skills.
The ability to recognise training needs, sensitively and where appropriate discreetly address them and to be inclusive and approachable during the times that you are available.
Some experience with Google Calendar, presentations, public speaking and an interest in technology would be advantageous but not essential as support with developing training packages will be provided.
At least some knowledge of Data Protection would also be advantageous as would some knowledge of health and safety involving undertaking activities at desks and in screen use.