The role description outlined below comes from the work of Digital Glasgow's Participation work stream
provide initial customer care
create a good first impression
- Establish good customer communication skills at the first point of contact (face to face) e.g. warm welcome and introduction.
- Clearly Identify of initial customer support needs.
- Explain the service available for the customer.
support registration
- Support the customer to complete the registration process.
- Explain any Data Protection implications to the customer.
- Create a user account (if required) for the customer using appropriate centre systems and procedures
provide guidance for initial customer ict use
provides initial customer support
- Demonstrate how to and support the customer to switch on a PC
- Demonstrate who to and support the customer to log in
- Support the customer to change their password
provide initial safety guidance
- Establish any specific health related needs
- Demonstrate essential Health and Safety Guidance to customer (seating and Screen adjustment)
- Explain requirement to take regular breaks away from the PC
- Provide and explains Acceptable ICT Use Policy to customer
- Explain how to report any issues with any problem websites or request access to sites
- Explain requirement to work safely and anonymously online
support essential input skills
support selection and navigation with mouse pointer or fingers
- Support the customer to gain familiarity with Mouse or Touch Screen pointer movement
- Demonstrate selection and execution of options
support keyboard use
- Support the customer to gain familiarity with Essential Alphabetical Keys on a Keyboard (physical or touchscreen)
- Support the customer to gain familiarity with Essential Numerical Keys on a Keyboard (physical or touchscreen)
- Support the customer to gain familiarity with Essential Function Keys on a Keyboard (physical or touchscreen)
support the development of essential browser skills
support essential browser navigation
- Support the customer to select and follow appropriate navigational options e.g. hyperlinks
- Support the customer to open a link in a new tab or window
- Support the customer to move between tabs
- Explain to the customer the use of the “back” button and support the customer to understand the importance of this browser option
supports form-based information submission
- Complete and electronically submit accurate information in an online form (e.g. customer satisfaction questionnaire)
support printing a selection of information from a web page
- Support the customer to print a selection of text or pages from a web page (sustainable use)
support the development of essential email skills
develop essential email communication skills
- Support the customer to compose email
- Support the customer to send email
- Support the customer to open email
- Support the customer to reply to email
works with document attachments
- Support the customer to attach a file to an email
- Support the customer to download an attachment from an email and save in an appropriate location
- Support the customer to upload a file to a website e.g. CV
print email
- Support the customer to print an email
encourage further skills development
demonstrates a range of local information services
- Demonstrate online Housing Services (if appropriate)
- Demonstrate online Council Services
- Demonstrate online information about Local Retail Services
- Demonstrate online information about Educational Services
identifies key areas of interest
- Ask the customer about personal interest and show them how to search for information relating to this
- Ask the customer about vocational interest and show them how to search for information relating to this
signposts to further skills development opportunities
- Show the customer a variety of self-supported skills resources and let them know about other places to develop skills (training programmes, colleges etc.)