Welcome Script

Before you start, open Casebook, AdviceLine (July 2018) and www.citizensadvice.org.uk,

Use this script for F2F Intial Checks and all telephone Gateways

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Hello, you’re through to Adviceline, my name is …. How can I help you today?
(Give the caller a chance to explain in their own words).

• If I was to give you information or a fact sheet, could you read and understand it? If not, is there anyone else who can support you with this?
• Do you have access to the internet and can you use it?
• Is this the first time you have contacted us about this issue? (Check if more than 6 months ago and if it’s a new issue).

Does the enquiry fit the criteria for a Simple Query?

• Has to be client’s first contact about an issue.
• No time limits or emergencies.
• A stand-alone issue – not linked to other enquiry areas.
• Must not be debt or benefit issues – they will always be info / advice and need written up as such.
• The client must not be in dispute.
• It must be a simple issue and not complex.
• Further exploration is not required.

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If YES, record as a Simple Query

• We have information that I can send you that will help you sort out your issue. Just to let you know that there will be no written record of this conversation so we will not have details of this query if you have to ring us back. Is that OK?

Provide information, signpost or transfer client and record as a Simple Query.

If you send a follow up email after a Simple Query, you should delete the email from the sent folder by pressing shift and delete and then selecting yes. This is because we will not have captured consent to keep personal details on our system.

Closing the call

• Please call us back if you have any questions or need additional help. Please stay on the line to complete our short satisfaction survey.

5 short questions, client can remain anonymous and still complete the survey.

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If NO, information / brief advice needed

• Thank you, before we carry on I need to take a few contact details. Is that OK?
• We record information about you and your problem so we can help you and so that my colleagues can check later in case we’ve missed anything. It will also help if you need to come back to us.
• We keep what you tell us safe and confidential and you always decide what you share with us. Please tell me if you’d like to know more about how we’ll use your information.

The National CA Privacy Policy can be found here and Privacy Notice here.

If NO: create anonymous record, give client their reference number and do not ask the next question.

We will need your explicit consent to keep some information and use it for the purposes I’ve already explained, for example, where relevant, your:

• Ethnicity,
• Health conditions,
• Religion,
• Sexual orientation,
• Trade Union membership.

Where relevant, request and record explicit consent for each category above.

• One more thing, we may wish to contact you to ask for your feedback on the service you have received. To do this we need your permission to transfer your contact details to a trusted research partner. Are you happy for us to do this?
• Please can I take your full name, address, postcode, telephone number and email address? (Record full client details, check if we can call back, leave message on telephone, send SMS or email and ask profile questions).

With the appropriate script, conduct any necessary exploration, assist the client and record on Casebook with full notes using the template.

Closing the call

• Please call us back if you have any questions or need additional help. Please stay on the line to complete our short satisfaction survey.

5 short questions, client can remain anonymous and still complete the survey.

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