5. Operating Instructions: Hours of Operation
Contents
1. 5 Operating Instructions Hours of Operation 1 The integrated adult careers service will be available through the telephone face to face and web channels as follows Telephone channel 2 The hours of operation for the telephone channel core service will be 08 00 to 22 00 Monday to Sunday with the following exceptions in 2010 11 Friday 24 December 8 00 am 4 00 pm Christmas Day Saturday 25 December Boxing Day Sunday 26 December Friday 31 December 8 00 am 4 00 pm New Year s Day Saturday 1 January ea Sunday 2 January 8 00 4 00 pm Language Lines 3 The Language Lines will be available 09 00 to 17 00 Monday to Friday with the exception for Punjabi and Urdu which will be available 9am 8pm See Service Offer section of Operating Instructions for further details of Language Line support 4 Telephone numbers for the Language line service are in the Service Offer section of these Operating Instructions and the Next Step website Face to face channel 5 The face to face channel will put in place flexible hours of operation to meet demand and customer need This includes operating at times to meet the needs of external organisations including employers in redundancy Situations 6 Prime Contractors must ensure arrangements are in place to receive calls through a single contact point from the telephone channel so there is a seamless transfer of customers wanting to book a face to face session Asa minimum t2. hese arrangements should be available Monday to Friday 09 00 hours to 17 00 hours excluding bank holidays 7 In instances where customers contact the telephone channel for a face to face appointment and the office is closed then calls will be queued in the CRM for the Prime Contractor to follow up on the next working day European Union European Social Fund Investing in jobs and skills 8 The Prime Contractor will inform the contact centre of the main delivery hours of the face to face channel 9 The Prime Contractor will hold details of the operating hours for service delivery of all of their service delivery outlets including outreach centres The opening hours for delivery of the service should also be displayed at the centre location delivering the service Web channel 10 The web channel will be available 24 hours a day 7 days a week with very occasional exceptions where the system needs update or maintenance and will clearly state the main operating hours of the Telephone and Face to face service European Union European Social Fund Investing in jobs and skills
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