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Learner Support Service Portals – An Introduction

Learner Support Service Portals – An Introduction. Objectives of the Seminar. 1. Background to the Learner Support Service . 2. The Learner Journey. 3. The Learner Portal. 4. The Learning Provider Portal. 5. Ongoing Help and Support. 6. Questions and Answers. 7. Contact information.

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Learner Support Service Portals – An Introduction

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  1. Learner Support Service Portals–An Introduction

  2. Objectives of the Seminar 1 Background to the Learner Support Service 2 The Learner Journey 3 The Learner Portal 4 The Learning Provider Portal 5 Ongoing Help and Support 6 Questions and Answers 7 Contact information 8 Evaluation 9 Agenda

  3. Explain the operation of the Learner Portal and the Learning Provider Portal 1 Highlight the key differences between EMAsys, the ALG system and the Learning Provider Portal 2 Reinforce the availability of new application channels (online and telephone) 3 Objectives

  4. Who are the Liberata Consortium? • Lead partner in consortium • Back office processing – applications and payments • Operation of Contact centres • Delivering implementation and ongoing field support through the Field Force • Project managing the development of the Learner Support Service • Supporting LSC on Communications and Engagement strategy – including training • Leading on future development for the Learner Support Service • Building the new system – both Learner and Learning Provider Portals • Authoring supporting documents – training pack

  5. Assess Enrol Pay Apply Attend Aware 1 2 3 4 5 6 Learner Support Service Learning Provider Learner Introducing the Learner Journey Makes Payment Determine Eligibility & Entitlement Process Application Receives Added Learners Receives Payment Decision Adds learner on LPP Makes Payment Decision Understand Learner Schemes Enrol Attends Apply Receive Notice of Entitlement (NOE) Receives Payment Learners can apply using 3 major channels: Online, over the phone or using a paper form

  6. Introducing the Learner Portal • This section provides an overview of the Learner Support Service (LSS) Online Learner Portal • Learners can still use paper forms for Learner Support applications and all NOE’s will still be issued in paper format • Learners can also access the Learner Portal via telephone

  7. Learner Journey: Apply using the new Learner Portal Assess Enrol Pay Apply Attend Aware 1 2 3 4 5 6 Makes Payment Determine Eligibility & Entitlement Process Application Receives Added Learners Receives Payment Decision Learner Support Service Adds learner on LPP Makes Payment Decision Learning Provider Understand Learner Schemes Enrol Attends Apply Receive Notice of Entitlement (NOE) Receives Payment Learner

  8. The Learner Portal: 4 key stages Account updates Creating your account Applying online Eligibility checker 1 2 3 4 Login Communication via text/email User Registration 3.1 4.1 2.1 Select Scheme Text if non-payment 3.2 4.2 Personal Details Learner mini-statement 3.3 4.3 Learning Details 3.4 Current Qualification Details (ALG only) 3.5 Bank Details 3.6 Learner Income Details (ALG) Adult Income Details (EMA) 3.7 Application summary 3.8

  9. The Learner Portal Stage 1: Eligibility Checker Account updates Creating your account Applying online Eligibility checker 1 2 3 4 Login Communication via text/email User Registration 3.1 4.1 2.1 Select Scheme Text if non-payment 3.2 4.2 Personal Details Learner mini-statement 3.3 4.3 Learning Details 3.4 Current Qualification Details (ALG only) 3.5 Bank Details 3.6 Learner Income Details (ALG) Adult Income Details (EMA) 3.7 Application summary 3.8

  10. The Learner Portal Stage 1: Eligibility Checker Eligibility checker 1

  11. The Learner Portal Stage 1: Eligibility Checker (ctd) Eligibility checker 1

  12. The Learner Portal Stage 2: Creating Your Account Account updates Eligibility checker Creating your account Applying online 1 2 3 4 Login Communication via text/email User Registration 3.1 4.1 2.1 Select Scheme Text if non-payment 3.2 4.2 Personal Details Learner mini-statement 3.3 4.3 Learning Details 3.4 Current Qualification Details (ALG only) 3.5 Bank Details 3.6 Learner Income Details (ALG) Adult Income Details (EMA) 3.7 Application summary 3.8

  13. Creating your account 2 2.1 User Registration

  14. Creating your account 2 2.1 User Registration

  15. The Learner Portal Stage 3: Applying Online Account updates Eligibility checker Creating your account Applying online 1 2 3 4 Login Communication via text/email User Registration 3.1 4.1 2.1 Select Scheme Text if non-payment 3.2 4.2 Personal Details Learner mini-statement 3.3 4.3 Learning Details 3.4 Current Qualification Details (ALG only) 3.5 Bank Details 3.6 Learner Income Details (ALG) Adult Income Details (EMA) 3.7 Application summary 3.8

  16. Applying Online Applying online 3 Login 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8

  17. Applying online 3 3.1 Select Scheme 3.2 3.3 3.4 3.5 3.6 3.7 3.8

  18. Applying online 3 3.1 3.2 Personal Details 3.3 3.4 3.5 3.6 3.7 3.8

  19. Applying online 3 3.1 3.2 Personal Details 3.3 3.4 3.5 3.6 3.7 3.8

  20. Applying online 3 3.1 3.2 Personal Details 3.3 3.4 3.5 3.6 3.7 3.8

  21. The Learner can click on this to get an explanation and online help with this question. Applying online 3 3.1 3.2 3.3 Learning Details 3.4 3.5 3.6 3.7 3.8

  22. 3 Applying online 3.1 3.2 3.3 3.4 Qualification Details 3.5 3.6 3.7 3.8

  23. 3 Applying online 3.1 3.2 3.3 Clicking on this will print off a pre-populated paper form for completion 3.4 3.5 Bank Details 3.6 3.7 3.8

  24. 3 Applying online 3.1 3.2 3.3 3.4 3.5 3.6 Income Details 3.7 3.8

  25. 3 Applying online 3.1 3.2 3.3 3.4 3.5 3.6 Income Details 3.7 3.8

  26. 3 Applying online 3.1 3.2 3.3 3.4 3.5 3.6 Income Details 3.7 3.8

  27. Applying online 3 3.1 3.2 3.3 3.4 3.5 3.6 Income Details 3.7 3.8

  28. Applying online 3 3.1 3.2 3.3 3.4 3.5 3.6 Income Details 3.7 3.8

  29. Applying online 3 3.1 3.2 3.3 3.4 3.5 3.6 Income Details 3.7 3.8

  30. Applying online 3 3.1 3.2 3.3 3.4 3.5 3.6 Income Details 3.7 3.8

  31. Applying online 3 3.1 3.2 3.3 3.4 3.5 3.6 Income Details 3.7 3.8

  32. 3 Applying online 3.1 3.2 3.3 3.4 3.5 3.6 3.7 Application summary Application summary 3.8

  33. The Learner Portal: Account Updates Account updates Creating your account Applying online Eligibility checker 1 2 3 4 Login Communication via text/email User Registration 3.1 4.1 2.1 Select Scheme Text if non-payment 3.2 4.2 Personal Details Learner mini-statement 3.3 4.3 Learning Details 3.4 Current Qualification Details (ALG only) 3.5 Bank Details 3.6 Learner Income Details (ALG) Adult Income Details (EMA) 3.7 Application summary 3.8

  34. Account Updates: Communications and Alerts • Advising of application status and prompting action • Alerting to non-payment on a weekly basis 4 Your application for EMA has been assessed. Please log onto gavinsmith-myaccount@lss.com for further details 4.1 4.2 4.3

  35. Account Updates: Learner’s Mini-Statement (illustrative) 4 4.1 4.2 4.3

  36. Summary of the 4 key stages of the Learner Portal Account updates Creating your account Applying online Eligibility checker 1 2 3 4 Login Communication via text/email User Registration 3.1 4.1 2.1 Select Scheme Text if non-payment 3.2 4.2 Personal Details Learner mini-statement 3.3 4.3 Learning Details 3.4 Current Qualification Details (ALG only) 3.5 Bank Details 3.6 Learner Income Details (ALG) Adult Income Details (EMA) 3.7 Application summary 3.8

  37. Introducing the Learning Provider Portal This section provides an overview of: • The structure of the Learning Provider Portal (LPP) • The 3 key operational stages of the LPP: • Site Administration • Learners • Payments • The transitional plans for Summer 2008

  38. Learner Journey: Enrolment to Payment using the Learning Provider Portal Assess Enrol Pay Apply Attend Aware 1 2 3 4 5 6 Makes Payment Determine Eligibility & Entitlement Process Application Receives Added Learners Receives Payment Decision Learner Support Service Adds learner on LPP Makes Payment Decision Learning Provider Understand Learner Schemes Enrol Attends Apply Receive Notice of Entitlement (NOE) Receives Payment Learner

  39. Learning Provider Portal: Introducing the structure of the screens

  40. The Main Navigation buttons to key LPP functions

  41. Current Logged-on User

  42. Current Screen / Function

  43. Last 5 learners accessed / amended

  44. Context specific help

  45. Materials available for Download

  46. Working / Input area (eg. payment decisions)

  47. Super Users and Standard Users Super Users Only Learner Provider Portal: 3 Key Operational Stages Learners Payments Site Administration 1 2 3 Login Adding Learners Weekly Payments 1.1 3.1 2.1 Contact us Bonus Payments 1.2 Finding Learners 3.2 2.2 Checking Provider Details Quick Pay 1.3 3.3 2.3 Managing Learners Study Patterns/Start and End Dates 1.4 Creating Locations & Groups 1.5 Creating/Editing Users 1.6

  48. Super Users Only LPP Operational Stage 1: Site Administration Learners Payments Site Administration 1 2 3 Login Adding Learners Weekly Payments 1.1 3.1 2.1 Contact us Bonus Payments 1.2 Finding Learners 3.2 2.2 Checking Provider Details Quick Pay 1.3 3.3 2.3 Managing Learners Study Patterns/Start and End Dates 1.4 Creating Locations & Groups 1.5 Creating/Editing Users 1.6

  49. Site Administration: Log in Site Administration • Receive Log on and password from LSS • Access the URL for the LPP • Use the LSS log on for the first time • Change password on first time • Change password on regular basis for security 1 Login 1.1 1.2 1.3 1.4 1.5 1.6

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