Page updates

Check new and updated pages in Operator Manual (2020)

Monday 21st December

NEW: NHS Volunteer Responders added to Signposting section

NEW: COVID Tiers information added to Signposting section

Wednesday 9th December

Updated: Calling people back section
(Training and advice > Practical tips)

Friday 4th December

New Category: Asylum Seekers category added in Signposting section

Tuesday 1st December

UPDATED: Hardship Fund information page (only change is to add in referral organisations for Northern Ireland)

Search for the page in the search bar on the top of the page by typing ‘Hardship Fund’.

Thursday 19th November

NEW: DRIM guidance in Training and advice section (Technical Support)

Friday 13th November

UPDATED: Mitel – Language line procedure updated in Training and advice section (Technical Support)
*no major changes to this only revised wording for clarity of understanding

Saturday 7th November

NEW: Signposting video added to Training and Advice section (Dynamics training videos)

Wednesday 4th November

NEW: information about Zoom drop-in meetings
added to Training and advice section

NEW: TESCO customer service phone line
added to the Signposting section

NEW: Wales Private Rented Sector Debt Helpline
added to the Signposting section

Monday 2nd November

NEW: government advice for international travel added to the Signposting section
* type ‘travel’ to find links to government guidance for England, Northern Ireland, Scotland and Wales

Friday 30th October

NEW: the BRC online gift shop added to the Signposting section
* queries about Christmas cards can be directed to the website, the listed email address or phone number

Tuesday 27th October

From today, all shift briefings and debriefings will be held under the same Zoom link (originally used as the morning briefing). Link is also available in Shifts and briefings section.

Monday 26th October

NEW: services added to the signposting section :

  • Long COVID information and advice
  • End Furniture Poverty

Wednesday 21st October

NEW: Mitel – Consultation Call

NEW: Consultation Call video

Sunday 18th October

Updated Operator information: Hardship Fund

Tuesday 13th October

NEW: Local COVID Alert levels Table Comparison

Wednesday 30th September

Updated Operator information: Hardship Fund

Thursday 24th September

NEW: Case note guidance (Updated 24/09)

Wednesday 23rd September

NEW: Tesco Vulnerable Customers

Wednesday 9th September

NEW: Language Line Process – UPDATED

Friday 4th September

NEW: Dynamics 365 Training Platform

Wednesday 2nd September


Wednesday 19th August

NEW: Printable Consent Scripts from Dynamics

Tuesday 18th August

NEW: Dealing with Voicemails

Friday 14th August

NEW: Refugee Services

Thursday 6th August

NEW: Repeat Caller Guide

Thursday 30th July

NEW: Language Line procedure V3

Wednesday 15th July

NEW: Mitel Outbound and Transfer User Guide

Thursday 9th July

UPDATE TO PAGE: Digital Champions – FAQs for Dynamics

Thursday 9th July

NEW: Guidance for Case Notes

Friday 3 July

Update: Glasgow West Scotland Covid 19 service overviewRevised offer

Friday 3 July

Update: About the Support Line Mitel workaround

Wednesday 1 July

New: Whatsapp Group – Supervisor’s Group

Wednesday 1 July

New: Whatsapp Group Official Guidance for C19

Monday 15 June

New: Safeguarding categories

Friday 12 June

New: Complaints & Compliments

Tuesday 2 June

New: Guidance for Support Line staff working with Children and Young people during the Coronavirus crisis

Thursday 28

Tuesday 26 May

Monday 18 May

Tuesday 28 April

Thursday 23 April

Monday 20 April

Thursday 16 April

Monday 13 April

Friday 10 April

Thursday 9 April

Wednesday 8 April

Tuesday 7 April

Monday 6 April

Friday 3 April

Thursday 2 April

Wednesday 1 April

Monday 30 March

Sunday 29 March

Friday 27 March