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.)