Week 39 (26th April — 2nd May)
This week would be dedicated to training our new video adviser. Our new video adviser will be in Tuesdays to Fridays, 10–1pm as this is the time our drop in is open and we could manage appointments requests around this.
On our first day we had a video appointment, so our new video adviser got to sit in on a live video appointment.
Then we looked at Attend Anywhere and the different features the video adviser could use, we practiced with that for a bit and then moved onto showing the new video adviser how we receive the video appointment submission forms and the process of booking the appointment and sending out the email confirmation to client.
This did highlight to me that I didn’t have instructions for this process like i did with everything else, so I spent some time after our video adviser finished just creating this, so they could use to ensure the process remained the same and they included everything they needed to.
We then moved on to learning about our document signing and document sharing platforms. We again had a few hours of practice with our video adviser running through the process themselves and just getting me to check it.
The next day I showed our video adviser how to book an interpreter, as well as run through the whole booking process with a few live client submission forms we’d had through in the last day or so.
When our video adviser had finished I had video appointments booked for most of the afternoons, so this is where I mostly spent my time. However I also looked at the VAAC newsletter for any funding we could acquire to purchase the equipment for the video advice hubs.
