21. Next Step Operating Instructions: Terminology
Contents
1. 21 Next Step Operating Instructions Terminology Customers take up of education training or employment ome form of interaction has taken place with the ustomer Please see Appendix B for details of how an activity is recorded in the CRM Usually a longer and more in depth interaction than the giving of information It may be spontaneous or pre arranged and may be offered on an individual or group basis via face to face or contact centre advisers Avoid areers guidance hose employed directly by the Prime Contractor Contractor for the Telephone channel or sub contractor to sive information and or advice on careers and skills This activity may form all or part of their usual work roles and overs all channels in the service Always to be written as dviser avoid advisor Please note just the term adviser an be used if used in context with careers e g Book now or a careers advice session Your adviser will help you he service is available to all adults in England Any adult ged 19 and over or 18 and over for Jobcentre Plus ustomers or those in custody will be able to receive personalised help and support Adults who are not in receipt of benefits but who are not orking and who are interested in returning to the labour market Personal or practical barriers which hinder a customers bility or willingness to participate in education training or employment An appointment booked by the customer or by the JCP adviser or Next2. ctr 2n D eJ D D o 0 o O lt Q OD gt 0 ray aD Q D O Go S a Bi h TA N fap 5 on D 5 1 T 2 5 gt c ojl 3 s z D g at 5 Q c Q O S S 2 O O 9 go Q cr D h Q ot O v a 0O S 3 8 8 z3 5 oO gt N g WN ap 5 Wn Cc O Z o O z G M rap gt o e gt e vV O 0 T 5 o 3 Q g O w lt 5 3 75 S GB r O oa g 2 s ctr gt 7 between words Next Step C A D Q 72 Oo D x et O A Q WY D 5 et D 5 O O D ga D O a 5 3 D Oo lt O et g O lt O s x lt c Nn a MO O Z M lt O gt M x lt a Nn a MO O L L Y lt lt m xe xe lt gt D27 ra 5 5 gt 2 2 2 OD 0 T Q Q O WN 7 3 oS O x L 3 Oo amp wi O a gt Q gt 5 3 on ra fa fom cl lt c O et fg v 5 ra O 5 cr o J Z O et O 5 D L C lt Nn O a gt D O om 0 rap t gt a ao 6 O jei 0P N O gt ma a gt 72 gt 0 a gt a 5 N Also use financial circumstances to describe financial position Better than situation Not audio file European Union 1 0 European Social Fund Investing in jobs and skills Not Career Development Loan oo business like use industry field or nothing at all
3. Relationship Management system Activity Is used to record the fact that some form of interaction has taken place with the customer An Activity record within CRM can be seen as a Phone Call Email Task Service Activity Letter or Fax For example if Joe Bloggs were to call the contact centre about his intervention Getting back into work as described above anew Phone Call activity would be created within CRM which is linked to the original Intervention record If Joe then gets referred to the face to face team then a Service Activity would need to get created which has a service type of Face to Face Appointment outlining the start and end time of the appointment and which adviser he will be seeing Customer An individual who accesses the service This is recorded as a Contact within the CRM system and describes the details held about an individual including contact details address details and demographics This is a container for all other records within the CRM System specific to this person Intervention A problem enquiry or case for which a customer has requested support from the Next Step service This is recorded as an Intervention within the CRM System A customer could have many Intervention records open at one point in time relating to each different issue they may have however most of the time they will have only one For example an intervention could be cr
4. eg in inancial services Not Summit Skills Summitskills ourse subjects in lower case apart from English which is a proper noun General terms such as university courses in engineering in lower case too unless talking about a specific ourse of a specific university such as Biochemistry at Durham University Always capitalised NOT UK online Centres or UK online Practical or work related would get the point across better in the context Not voluntary work Note spaces and bold European Union European Social Fund 1 1 Investing in jobs and skills Legacy terms NOT TO BE USED Use telephone channel contact centre as appropriate or in eb copy avoid using any descriptor and for example say Call us or Call an adviser Use adviser careers adviser Use advice session Use advice careers advice Use telephone channel contact centre as appropriate or in eb copy avoid using any descriptor and for example say Call us or Call an adviser Use adviser careers adviser Use adviser careers adviser Use Language lines language service Use Next Step course directory Use Next Step personal online space Use skills health check tool refer to the process as a skills health check European Union European Social Fund 1 2 Investing in jobs and skilis Operating Instructions Terminology Appendix B Definitions relating to the Customer
5. ithin England he vision is articulated as Our vision is for millions of people to enjoy more rewarding lives We want to create a ulture where career development and acquiring new kills is the norm This will improve individuals lives ociety as a whole and in turn increase productivity and boost the economy he web channel for the service comprises the customer ebsite i e the virtual adviser with a range of tools and apabilities to support advisers and customers Ensuring that the workforce has the skills and capabilities European Union European Social Fund 8 Investing in jobs and skills required to deliver the service both for Destination 1 and beyond Additional words terms for web copy Not 30 per week Not A level or A Level onsider whether theoretical would get the point across better in the context NOT National Certificates National Tests Online Tests NOT Adult certificates for numeracy and literacy Always capitalised But apprentice or apprentices would be lower case Use get your fees paid Not G C S E European Union European Social Fund 9 Investing in jobs and skills eneral terms all lower case Not accredited Always lower case unless at the start of a sentence Avoid eb unless in relation to the web channel Always lower case except at beginning of a sentence C Z 5 gt C gt n O T lt Z o OD a c ct O oO H fa lt
6. A degree Diploma in Translation BTEC Advanced Professional Diplomas Certificates and Awards Masters degree Specialist Awards PhD A formal process takes place when a customer is referred o or from one organisation to another with a booked ppointment e g to Jobcentre Plus To support the referral there will be a sharing of customer information A specific example used to test the customer experience by providing a real life sequence of events A service level is a measurement of performance which relates specifically to a channel or region A document which sets out from a customer perspective hat they want from the service and then demonstrates and measures how we will deliver this to them his can be a completed activity with a face to face adviser or an interaction between a customer and adviser at the ontact centre Please see Appendix B for details of how a ession is recorded in the CRM his is a less formal process than a referral A customer is old or given a leaflet about the service or another organisation that could help i e if specialist advice is required A written record of an interaction which lists the main points discussed and the actions which the customer and he adviser have agreed to carry out This will be recorded in the CRM If used in mid sentence in web copy all European Union European Social Fund 7 Investing in jobs and skill
7. Step adviser he facility to request a call back from an adviser via the ebsite If used in mid sentence in web copy all lower ase he web capabilities e g to build a CV which the service ill provide to support the delivery of skills based advice A carer spends a significant proportion of their life providing unpaid support to family or potentially friends European Union European Social Fund 1 Investing in jobs and skills his could be caring for a relative partner or friend who is ill frail disabled or has mental health or substance misuse problems This definition is subject to review and onsultation by the Dept of Health Agencies offering specialist support for example in ounselling housing assistance or debt management to hich contractors or subcontractors refer customers he inspection framework for all publicly funded learning provision administered by the Office for Standards in Education OfSTED he contact centre is run by the Contractor that provides information and advice via the telephone email and orums Avoid using the terms call centre advice line helpline Customers wishing to engage in learning are able to search or the course which is right for them through the use of he new Next Step Course Directory which will support hem in making the decisions which are right for them If used in web copy it is possible to also use the course directory he facility to s
8. earch for a course via the course directory available on the web channel If used in web copy in mid entence use course search Avoid Course Search An individual who accesses the service Not citizen caller lient or enquirer Please see Appendix B for details of how a customer is recorded in the CRM hat a customer hears sees and feels when interacting ith the service Linked to the Customer Experience Framework which describes how the service provides a blend of capability and tools to personalise the interaction based on the customer profile and needs See Service tandards A customer want or need and the fulfilment of that need hich enables us to understand how the service will respond The customer s experience differs depending on he customer profile and the desired outcome Attributes personal data e g age characteristics e g skill level and attitude to describe the customer and allow us o personalise the service they receive based on who they A solution which enables a single view of the customer across the channels enabling the capture of contact European Union 2 European Socia Investing in jobs lt Fund history and the management of Skills Action Plans Of working age and not employed not claiming benefits not self employed not actively seeking work or in full or part time education A group that has different national or cultu
9. eated within CRM to record the fact that Joe Bloggs is looking to get back into full time employment after being unemployed for 18 months This intervention could remain open indefinitely as the adviser may never find out if and when Joe Bloggs gets back into work Interventions will not be used for counting customers and customer sessions they are used to understand why a customer is contacting the service and manage them through the service Session Face to Face Is a completed activity with a face to face adviser In CRM this is recorded as a Service Activity of type Face to Face Appointment In order to be paid for the Service Activity must be marked as Completed within the CRM system Session Telephone Information Is an interaction between a customer and a first information tier adviser at the contact centre This is recorded in the CRM as a phone call activity European Union 1 3 European Social Fund Investing in jobs and skills Session Telephone Advice Is an interaction with a second advice tier adviser at the contact centre with an associated action plan This could be recorded within CRM as a phone call activity if the call is transferred immediately OR as a service activity of type careers coach call back if a call back is scheduled European Union 1 4 European Social Fund Investing in jobs and skilis
10. nd tools to provide an ppropriate outcome based on the customer profile and needs Advisers work with customers to ensure that they achieve one of the following a enter learning or training b progress in work or c move into sustainable employment see definition below Entry level Other qualifications below level 1 Levels 1 through to 8 Other qualifications Not known not provided No qualifications Priority groups identified for Next Step low skills adults without a level 2 qualification especially omen locked in low skilled low prospects jobs young adults aged 19 24 without a level 3 qualification adults facing redundancy newly redundant or at a distance from the labour market Adults aged 50 plus Jobcentre Plus customers in receipt of out of work benefits people with learning difficulties or disabilities including hose with mental health issues offenders in custody and in the community under the upervision of probation services and ex offenders people from ethnic minority communities European Union European Social Fund 5 Investing in jobs and skills carers as defined by Department of Health he contract holder responsible for the delivery of the areers and skills information and advice offer The term Prime Contractor includes the contractor leading on the delivery for the contact centre A series of steps activities to doc
11. nority language service his is classified into the following headings less than 6 months 6 11 months 12 23 months 24 35 months over 36 months not known not provided adults who lack a level 2 qualification and or will be in low skilled low prospects jobs adults who experience barriers within the labour market adults lacking employability skills and those needing more in depth support to enable them to progress into raining or sustainable employment unded careers skills and advice services letter or text SMS for all service offers European Union European Social Fund aq in iobs and skilis 4 Investing in jobs and skills Formerly Skills Accounts Part of the Next Step customer ebsite where the customer registers to access information and tools to help them progress in life and ork Offender Learning amp Skills Service Not in scope currently but will come into scope beyond A focus to ensure that every interaction has a clearly ommunicated outcome which will support customers in progressing in work and life An outcome payment that is payable when individuals enter learning and or skills training or sustainable employment For face to face prime contractors documentary evidence is required to claim the outcome payment Learning which is below 16 hours per week Based on the Customer Experience Framework the service ill use a blend of capability a
12. ral traditions rom the majority of the population and who may be ata disadvantage because they are given unequal treatment mid sentence in web copy all lower case Employment The total number of employees self employed participants in government training schemes and people doing unpaid family work Employees Those who work for an employer under the erms of a contract of employment whether it is written down agreed orally or implied by the nature of the relationship Self employed Earning one s livelihood directly from one s own trade or business rather than as an employee of another Employed In full time part time paid work or self employment Registered Unemployed In receipt of Job Seekers Allowance JSA or Employment and Skills Allowance ESA Funding bodies other providers and other organisations ith which providers or contractors interact for the benefit of customers other users and the adult careers ervice he face to face channel consisting of advisers in a range of locations across England Use hyphens Never bbreviate f2f or similar Face to face advice but advice ace to face A customer who has either received notice of redundancy or has concerns that they are in danger of being made redundant he formal follow up process is when customers are ontacted for customer service purposes and to find out if hey have entered learning training or wo
13. rk Follow up ill commence after one month of inactivity of the ustomer from the date of the last advice session and then further two months after that earning which is 16 hours or more per week L A defined set of rules that will shape how the service is European Union European Social Fund 3 Investing in jobs and skills designed and delivered he provision of information about learning or work A joint DWP SFA and BIS initiative to more closely align he provision of skills to the ability to progress in work A single touch point or experience between a customer and the service An enquiry case or problem for which the customer has requested support from the Next step service Please see Appendix B for details of how an intervention is recorded in the CRM obcentre Plus is a government agency supporting people of working age from welfare into work and helping employers to fill their vacancies Avoid JobCentre Plus or A set of measures that demonstrate the achievement of he service against defined National Targets National regional and local information and analysis bout current and future labour markets In copy use labour market information but if abbreviated use LMI he provision of information and advice in eight languages Gujarati Punjabi Sylheti Urdu Farsi Polish French and Somali In copy use language lines mid entence Avoid mi
14. s lower case Can also be referred to as action plan lower ase O BE USED FROM THE LAUNCH OF THE NEW WEBSITE ONWARDS This is a universal skills diagnostic tool designed to provide a coherent and flexible approach to kills assessment and personal action planning The outcome of the assessment is a report which a customer ould act on by themselves or go onto discuss the report ith an adviser In web content use skills health check to describe the process and skills health check tool when referring directly to the tool oft outcomes refer to achievements for a customer which aren t measurable such as increased confidence self awareness and motivation the ability to overcome barriers to participation the identification of clear goals and knowledge of opportunities and sources of support deliver the service on their behalf Employment of a minimum of 13 weeks duration is required for Face to Face outcome payment for ustainable employment The Jobcentre Plus the definition is staying in work for 6 months i e for individuals to leave and remain off benefits for 6 months or more he telephone channel delivered by advisers in two his relates to the internal handover of a customer between the three service channels he universal service describes the core offer Information support and advice to support progression in ork and life of the service which is available to all adults
15. ument a workflow and derive an appropriate outcome A customer moving forwards in work and life either by inding employment receiving training or progressing in heir existing job A specific type of activity These are programmes for the unemployed Apprenticeships Informal Adult Learning IAL non accredited learning Further Education FE Jobcentre Plus funded provision Learndirect provision Higher Education HE UnionLearn A framework which breaks all qualifications into manageable units and credits which are recognised by providers learners and employers Entry level certificates GCSEs grades D G BTEC Introductory Diplomas and Certificates OCR Nationals Key Skills level 1 NVQs Skills for Life 5 GCSEs grades A C BTEC First Diplomas and Certificates OCR Nationals Key Skills level 2 NVQs Skills for Life A levels Advanced Extension Awards GCE in applied subjects International Baccalaureate Key Skills level 3 NVQs BTEC Diplomas Certificates and Awards European Union European Social Fund d skills 6 Investing in jobs and skills BTEC Nationals Key Skills level 4 NVQs BTEC Professional Diplomas Certificates and Awards 1st year BA degree HNCs and HNDs NVQs BTEC Professional Diplomas Certificates and Awards 2nd year BA degree National Diploma in Professional Production Skills BTEC Advanced Professional Diplomas Certificates and Awards 3rd year B
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