Category: Uncategorized

Time to Say Goodbye – Shelley moving on to ‘new’ pastures

Today is Shelley’s last day with the Digital Inclusion Alliance after 7 years; ‘new pastures’ is probably not the right phrase as she plans to spend more time in her family horticulture business – blueberries. David, Shelley’s partner, is no doubt secretly delighted to have her back, especially at pruning time!

But Shelley also has other things in mind – she is pursuing further study in sustainability and environmental management. Next time you catch up with her, ask about the UN sustainability goals and how blueberries fit in.

So what is this going to mean for the chatty, friendly voice always willing to help Jump partners and customers solve their problems? Sue and I will do our best to keep everyone happy; I’ll still be posting to this blog and responding to jump@diaa.nz inquiries and Sue will be answering our 0800 phone.

We will be juggling a few extra balls, but that’s not new to either of us. While we’ll miss having Shelley on the team, we know the world doesn’t stand still, so we just have to adapt. However, this is probably a timely reminder to all partners about our we split our Jump workload:

Sue is responsible for Jump training and communications; this includes onboarding new Jump delivery partners, training and supporting staff in Jump processes as well as managing the preparation and distribution of promotional material.

Laurence is responsible for Jump operations (not the technical stuff – Skinny has a whole call centre of people who do this); our primary role in DIAA is to manage the distribution of modems to partners and the recovery of faulty units.

Anyway, enough about us – we’ll leave the last ‘visual’ word to Shelley as she embraces new opportunities with her blueberry business. Go Shelley!

Jump training for new staff

I had a call this week from a staff member in one of our Jump partners who had been asked to take over managing the Jump programme because the person who had been managing this had left. Not surprisingly, she had a number of questions about our processes.

Staff changes in our Jump delivery partner network are not unusual. We met with the Skinny Jump team this week and spent some time discussing the on-boarding process for new Jump partners. But what we quickly realised that everything we were discussing applied equally to new people joining the Jump delivery network.

We have some excellent resources for supporting new Jump delivery staff, but the challenge is to work out how to engage with them and let them know what is available. So here are a few questions for you – if you are reading this, then you are probably an experienced Jump delivery partner and can help connect us with Jump newbies.

  1. Do you know that there are three types of Jump delivery partner?
    • Jump referral partner, knows about Jump but is not involved in the issuing of modems;
    • Jump connector, issues modems and helps customers set up their Skinny Jump accounts and understand the top-up process;
    • Jump specialist, understands all the Jump processes, including modem supply and recovery of returned modems.
  2. Have you completed a Jump Partner Pathway online course?
    • Course 1 is for everyone involved in the Jump delivery process (referral, connector and specialist);
    • Course 2 is for everyone involved with the issue of modems (connectors and specialists);
    • Course 3 is for at least one person in each delivery partner organisation (specialists)
  3. Do you know who to contact for support with Jump processes?
    • Sue for training and promotion,
    • Shelley for day-to-day operations, and
    • Laurence for modem supply and recovery
  4. How should you contact the Skinny Jump team?
    • As a delivery partner, you shouldn’t contact the Skinny team directly
    • Partners should contact the DIAA team for any support required (jump@diaa.nz for modem supply issues; 0800 463 422 for other day-to-day operational issues; sue@diaa.nz for training and promotional resources)
    • Customers should be encouraged to contact Skinny directly if they have a problem using their modem, topping up their accounts and for reporting faults
  5. What are the most important tools for Jump partners?
    • Jump Partner how-to guide and FAQ, February 2023 edition
    • Skinny Jump Partner Resources, incl Partner Pathway training modules
      • Jump Profile Form, to be completed for every modem issued (except replacements for faulty modems)
      • Modem Returns Form, to be completed for every returned modem or when partners encounter a problem during the modem setup process
      • Partner Google Sheets, activity record for each partner (key document for managing supply of modems); contact Laurence or Shelley if you can’t access your GSheet.

And a final word – if you are planning to move to a new role, please let the team at DIAA know (contact Laurence, Shelley or Sue) so that we can update our records and help the team member replacing you get up to speed with Jump.