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Helpline Induction Programme

  1. Description of the programme
  2. What are the outcomes?

Description of the programme

The Helpline Induction Programme is designed to be completed by all new client facing staff in the Helpline Role.

This course comprises of ten training days covering the following modules:

  • Who are Payplan (and our clients
  • Consumer Duty
  • Client Journey
  • Benefits
  • Legal Action Overview
  • Soft Skills
  • Types of Debt
  • Secured Lending
  • Payplan Process

New staff are required to complete a proof of learning assessment per module, three case studies, three role plays and a final online assessment. The final online assessment must be completed and a pass mark of 80% gained before staff can interact with live clients.

 

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What are the outcomes?

Staff who have completed the programme will receive a certificate of attendance to certify they have completed the Helpline Induction Programme which has been accredited by the Money & Pensions Service Debt Advice Quality Framework for Initial Contact.

Staff will also have the completion of the Helpline Induction Programme logged onto their individual learning record in Cascade. This can be accessed by staff at any time.

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