{"content":{"layouts":[{"type":"singleColumn","areas":[{"items":[{"type":"Promo","cta":"","body":"\u003Cp\u003EOn this page you\u0027ll find some of the most common queries we\u0027re getting about our digital tools:\u0026nbsp;\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003E\u003Ca href=\u0022#LoggingIn\u0022 data-anchor=\u0022#LoggingIn\u0022\u003ESigning In\u003C/a\u003E\u003C/li\u003E\n\u003Cli\u003E\u003Ca href=\u0022#TeamsRoles\u0022 data-anchor=\u0022#TeamsRoles\u0022\u003ETeams \u0026amp; Roles\u003C/a\u003E\u003C/li\u003E\n\u003Cli\u003E\u003Ca href=\u0022#Permits\u0022 data-anchor=\u0022#Permits\u0022\u003EPermits\u003C/a\u003E\u003C/li\u003E\n\u003Cli\u003E\u003Ca href=\u0022#NightsAwayNotifications\u0022 data-anchor=\u0022#NightsAwayNotifications\u0022\u003ENights Away Notifications\u003C/a\u003E\u003C/li\u003E\n\u003Cli\u003E\u003Ca href=\u0022#ActionsNotifications\u0022 data-anchor=\u0022#ActionsNotifications\u0022\u003EActions/Notifications\u003C/a\u003E\u003C/li\u003E\n\u003Cli\u003E\u003Ca href=\u0022#Learning\u0022 data-anchor=\u0022#Learning\u0022\u003ELearning\u003C/a\u003E\u003C/li\u003E\n\u003Cli\u003E\u003Ca href=\u0022#WelcomeConversations\u0022 data-anchor=\u0022#WelcomeConversations\u0022\u003EWelcome Conversations\u003C/a\u003E\u003C/li\u003E\n\u003C/ul\u003E","link":null,"colour":"#f1f1f1","title":"","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"gridType":"RichTextBlock","content":"\u003Ch4\u003E\u003Cstrong\u003E\u003Ca id=\u0022LoggingIn\u0022\u003E\u003C/a\u003ESigning In\u003C/strong\u003E\u003C/h4\u003E\n\u003Cp\u003E\u003Cstrong\u003EWho needs to know\u003C/strong\u003E: Volunteers experiencing issues signing into scouts.org.uk.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003ESolution\u003C/strong\u003E: Clear your scouts.org.uk cookies for all time, from your browser or use direct links to the digital tools:\u003C/p\u003E\n\u003Cp\u003E\u003Ca href=\u0022/umbraco/membership.scouts.org.uk\u0022\u003Emembership.scouts.org.uk\u003C/a\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Ca href=\u0022/umbraco/learn.scouts.org.uk\u0022\u003Elearn.scouts.org.uk\u003C/a\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Ca href=\u0022/umbraco/volunteeringopportunities.scouts.org.uk\u0022\u003Evolunteeringopportunities.scouts.org.uk\u003C/a\u003E\u003C/p\u003E","label":"Error showing when using scouts.org.uk or our digital tools. This includes messages that say \u0027400 and 524 Error\u0027."},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E Contact the \u003Ca href=\u0022##\u0022 title=\u0022Awards and recognition\u0022 data-anchor=\u0022#\u0022\u003EAwards Team\u003C/a\u003E at UKHQ who will send you a nomination form to complete and return. The nomination will be processed manually.\u00A0\u003C/p\u003E","label":"Roles that don\u0027t require a criminal record check can\u0027t be nominated for awards"}]},{"gridType":"RichTextBlock","content":"\u003Ch4\u003E\u003Cstrong\u003E\u0026nbsp;\u00A0\u003C/strong\u003E\u003C/h4\u003E\n\u003Ch4\u003E\u003Cstrong\u003E\u003Ca id=\u0022TeamsRoles\u0022\u003E\u003C/a\u003ETeams \u0026amp; Roles\u003C/strong\u003E\u003C/h4\u003E\n\u003Cp\u003E\u003Cstrong\u003EWho needs to know\u003C/strong\u003E: Lead Volunteers and Team Leaders.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EStatus: \u003C/strong\u003EOngoing\u003C/p\u003E\n\u003Cp\u003EA change is scheduled for the December release to remove review requirements from roles that do not need them.\u003C/p\u003E\n\u003Cp\u003EAs a temporary measure, review dates for these roles can be rescheduled into the future. These roles have also been excluded from the Reviews query on Data Explorer so the data shown is accurate and relevant.\u003C/p\u003E","label":"Reviews assigned to roles that do not require them"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery:\u003C/strong\u003E Why are there duplicate expired, or required disclosure records appearing in My Membership?\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EAnswer:\u003C/strong\u003E These are as a result of historic data entry issues, and will be resolved in the release during June.\u0026nbsp;\u003C/p\u003E","label":"Duplicate disclosure data showing against volunteer records"}]},{"gridType":"RichTextBlock","content":"\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\n\u003Ch4\u003E\u003Cstrong\u003E\u003Ca id=\u0022Permits\u0022\u003E\u003C/a\u003EPermits\u003C/strong\u003E\u003C/h4\u003E\n\u003Cp\u003E\u003Cstrong\u003EWho needs to know: \u003C/strong\u003ELead Volunteers, Permit Assessors, Permit Approvers.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EStatus: \u003C/strong\u003EOngoing\u003C/p\u003E\n\u003Cp\u003EWe are working on a solution to this with our suppliers.\u003C/p\u003E","label":"During the Permit Application process, historic permits can\u0027t be seen by Assessors"}]},{"gridType":"RichTextBlock","content":"\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\n\u003Ch4\u003E\u003Cstrong\u003E\u003Ca id=\u0022NightsAwayNotifications\u0022\u003E\u003C/a\u003ENights Away Notifications\u003C/strong\u003E\u003C/h4\u003E\n\u003Cp\u003E\u003Cstrong\u003EWho needs to know: \u003C/strong\u003ELead Volunteers, Volunteers submitting Nights Away Notifications.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: When the Nights Away Notification (NAN) is not submitted by the Permit Holder, the Event Leaders details don\u0027t appear in the compliance checker during approval.\u00A0\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolutions:\u00A0\u003C/strong\u003E\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003EThe Event Leader should add themselves as attending the Nights Away if they\u0027re not the Permit Holder or\u003C/li\u003E\n\u003Cli\u003EThe Nights Away Approver needs to manually check the compliance information for the Event Leader if they\u0027re not the Permit Holder\u003C/li\u003E\n\u003C/ul\u003E","label":"Event Leaders details don\u0027t appear in the compliance checker "},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: Learning requirements showing as \u0027NA\u0027 on the Nights Away Compliance checker, even though members have learning to complete.\u0026nbsp;\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution: \u003C/strong\u003EIf learning is showing as NA, check what learning is required for those members.\u0026nbsp;\u003C/p\u003E","label":"Learning requirements showing as \u0027NA\u0027"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery:\u0026nbsp;\u003C/strong\u003EFirst Name and Last Name show up in place of Preferred Name and Last Name in some places on My Membership. This impacts some elements of the Nights Away Notification form, as well as Accreditations on Team pages, and other areas.\u003C/p\u003E\n\u003Cp\u003EWe are working on a solution to this with our supplier.\u003C/p\u003E","label":"Preferred name doesn\u0027t show up in place of first name in all places"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003ESolution:\u0026nbsp;\u003C/strong\u003EMake sure you\u0027re accessing the Nights Away Notification via the Unit where it was submitted for.\u00A0\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EQuery: There is a bug meaning that once opened, some role holders don\u0027t see the full detail on the NAN.\u00A0\u003C/strong\u003E\u003C/p\u003E","label":"Some users struggle to find Nights Away Notifications that have been approved"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: When you attach documents to a Nights Away Notification (NAN) form and save the form, the attachments are deleted.\u003C/strong\u003E\u003Cbr\u003E\u003Cbr\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E If you need to attach a risk assessment or other documents to a NAN, attach them when you are ready to submit the form. Do not save the form after adding attachments, as this will remove them. Once all attachments have been added, submit the form.\u003C/p\u003E","label":"Documents attached to NAN form deleted"}]},{"gridType":"RichTextBlock","content":"\u003Ch4\u003E\u003Cstrong\u003E\u0026nbsp;\u003C/strong\u003E\u003C/h4\u003E\n\u003Ch4\u003E\u003Cstrong\u003E\u003Ca id=\u0022ActionsNotifications\u0022\u003E\u003C/a\u003E\u003C/strong\u003E\u003Cstrong\u003EActions/Notifications\u003C/strong\u003E\u003C/h4\u003E\n\u003Cp\u003E\u003Cstrong\u003EWho needs to know:\u003C/strong\u003E All Volunteers with actions.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: The delete button is visible but cannot be used to delete actions.\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E We\u0027re working with our developer to fix this.\u003C/p\u003E","label":"Unable to delete actions"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: Some members see inconsistent and intermittent publish failures across a range of membership-related actions and submissions\u003C/strong\u003E.\u003C/p\u003E\n\u003Cp\u003EThis means that although users are successfully submitting updates, the changes are not always being published or fully processed. This does not happen for everyone or for every action or every time.\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E Users will get an error message asking them to try again and contact the Support Centre if the error appears again.\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EImpacted areas:\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003ESubmitting Nights Away Notifications, Requesting References, Completing the Declaration, Adding Qualifications, Completing Reviews, Updating Units, Updating Visibility, Submitting Award Nominations, Sending Bulk Communications and Updating your Profile.\u003C/p\u003E","label":"Publish Fail Notifications"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: Actions, Notifications, and some Emails don\u0027t go to each person when roles are shared. This broadly impacts Lead Volunteers.\u0026nbsp;\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E The tasks can still be completed, even if the Action/Notification isn\u0027t received - navigate to the task normally to complete it.\u0026nbsp;\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EMore info:\u003C/strong\u003E\u003Cbr\u003EWhen Actions, Notifications and Emails only go to one role holder where a role is shared, these are sent to the person who was first appointed - if two people were appointed at the same time, they will be sent to the first alphabetically.\u0026nbsp;\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E We are working on a solution with our supplier for inclusion in a future release.\u0026nbsp;\u003C/p\u003E","label":"Where there are multiple role holders, messages don\u0027t always go to each person"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: In some instances, volunteer enquiries submitted through the Volunteering Opportunities tool are appearing under the wrong Unit.\u0026nbsp;\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u0026nbsp;\u003C/strong\u003EWe are investigating and working on a solution with our supplier.\u0026nbsp;\u003C/p\u003E","label":"Volunteering Enquiries appear under the wrong Group"}]},{"gridType":"RichTextBlock","content":"\u003Ch4\u003E\u00A0\u003C/h4\u003E\n\u003Ch4\u003E\u003Ca id=\u0022Learning\u0022\u003E\u003C/a\u003ELearning\u003C/h4\u003E\n\u003Cp\u003E\u003Cstrong\u003EWho needs to know:\u003C/strong\u003E Lead Volunteers, Team Leaders.\u00A0\u00A0\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: Migrated courses are showing, when learning has been completed.\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EReason:\u003C/strong\u003E Some volunteers were assigned to (migrated) courses when My Learning was launched, e.g. Safety (Migrated) Sometimes learners have also enrolled themselves into the \u0027other\u0027 version of the course e.g. Safety. Completing either version completes the course but the system does not tell the (migrated) version the learning has been complete and so it remains on the dashboard.\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E \u003Cspan\u003EWe regularly review completions and remove (migrated) courses, but please \u003Ca id=\u0022menur1j2r\u0022 rel=\u0022noreferrer noopener\u0022 href=\u0022https://www.scouts.org.uk/contact-us/\u0022 target=\u0022_blank\u0022 title=\u0022https://www.scouts.org.uk/contact-us/\u0022 class=\u0022fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn\u0022 aria-label=\u0022Link Contact the support centre\u0022\u003EContact the support centre\u003C/a\u003E if this is causing an issue.\u003C/span\u003E\u003C/p\u003E","label":"Migrated courses show, even though learning has been completed"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: First Response (migrated) doesn\u0027t disappear when an new first response skill is added.\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EReason:\u003C/strong\u003E First Response (migrated) was created to bring people over to the new system., Sometimes it doesn\u0027t disappear when a new first response skill is added as it doesn\u0027t populate the field.\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E Learning is still recorded and valid\u0026nbsp;\u003C/p\u003E","label":"First Response (migrated) doesn\u0027t disappear when a new first response skill is added"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: A member tells me they\u0027ve completed a learning course, but My Membership hasn\u0027t updated, and I can see it as In Progress in My Learning.\u0026nbsp;\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E Learning courses are often made up of more than one module, splitting the learning content into bite-sized chunks. Sometimes, when a member completes a module, they close the window, assuming that they\u0027ve completed the course, when in fact they still have modules for that course outstanding.\u0026nbsp;\u003C/p\u003E","label":"Members think they\u0027ve completed learning when there are still modules outstanding"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: My Membership shows First Aid learning as complete and in date, but the My Learning dashboard shows First Response as outstanding.\u0026nbsp;\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E Use expiry dates in My Membership / Data Explorer. We are working on a solution that will prevent this from happening in My Learning in the future.\u003C/p\u003E","label":"First Response shows as complete on My Membership, but outstanding on My Learning"}]},{"gridType":"RichTextBlock","content":"\u003Ch4\u003E\u0026nbsp;\u003C/h4\u003E\n\u003Ch4\u003E\u003Ca id=\u0022WelcomeConversations\u0022\u003E\u003C/a\u003EWelcome Conversations\u003C/h4\u003E\n\u003Cp\u003E\u003Cstrong\u003EWho needs to know: \u003C/strong\u003ELead Volunteers, Welcome Conversation accreditation volunteers.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: When a volunteer changes role before their welcome conversation has been recorded, the Welcome Conversation can\u0027t be recorded against the new role because the boxes are \u0027greyed out\u0027.\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution:\u003C/strong\u003E Contact the Support Centre to get the record re-set so you can record the Welcome Conversation.\u0026nbsp;\u003C/p\u003E","label":"Record Welcome Conversations"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cstrong\u003EQuery: When referring a Welcome Conversation, there are no system notifications or emails and the relevant Lead Volunteer does not have the ability to update the outcome.\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003ESolution\u003C/strong\u003E: The relevant Lead Volunteers should agree the outcome offline and contact the Support Centre who can make the update to the outcome.\u0026nbsp;\u003C/p\u003E","label":"Refer a Welcome Conversation"}]}]}],"config":null}]},"prev":null,"next":null,"allParts":[{"link":"/volunteers/volunteer-experience/digital-system-updates/common-queries/","title":"Common queries"}],"link":"/volunteers/volunteer-experience/digital-system-updates/common-queries/","id":84397,"nodeName":"Common queries","title":"Common queries","type":"codexPart","image":null,"assets":null,"headerOptions":{"headerTitle":"Common queries","headerSubTitle":null,"headerCta":null,"headerCtaText":null,"headerCtaLink":null,"headerBackgroundColour":null,"showSEOImage":false,"headerBackgroundImage":null,"quickLinks":null},"searchDescription":"","subHeader":"","browserTitle":null,"silktide":"eyJjbXMiOiJVbWJyYWNvIiwiZWRpdG9yVXJsIjoiaHR0cHM6Ly9wcm9kLWNtcy5zY291dHMub3JnLnVrLy91bWJyYWNvIy9jb250ZW50L2NvbnRlbnQvZWRpdC84NDM5NyJ9","canonicalUrl":"https://www.scouts.org.uk/volunteers/volunteer-experience/digital-system-updates/common-queries/"}