Power NI is the first Northern Ireland electricity supply company to announce that it is JAM Card friendly.
Almost 100 members of staff from across their three sites in Antrim, Omagh and Belfast have received training for the initiative.
The JAM card allows those with a communication barrier to be discreetly identified, allowing Power NI team members to adapt their conversation to personalise it to the customer’s needs. Customers can declare they are a JAM Card user over the phone, via social media or in person to let staff know they may require ‘Just A Minute’ to communicate effectively.
Power NI’s Energy Services Manager, Gwyneth Compston who co-ordinated the training, praised staff who have undertaken JAM Card training;
“I am delighted that almost 100 staff from across our business have received JAM Card training. We are proud to be a supplier for all by enhancing our staff knowledge, delivering communication in the most relevant and effective way to suit individual customer needs. I commend our outstanding frontline staff who manage thousands of calls in such a personalised and caring manner.”
The ‘Just a Minute’ card was developed by NOW Group Participants in response to a need for a way of communicating to others that they needed more time or assistance in certain situations. Commenting on Power NI as the latest JAM Card Friendly business, Leeann Kelly, Business Development Manager at NOW Group;
“We are delighted to have Power NI as part of the JAM Card Family. Staff members have completed training that enables them to provide excellent service to customers with learning and hidden disabilities. Our utility sector plays a vital role in providing essential services. By completing this training, Power NI staff will be confident that they can support all their customers to access the help they need simply and easily.”
Power NI is taking steps to make their electricity and associated products accessible and easy to understand for all customers. The JAM Card training has been carried out in tandem with the introduction of a new look, easy to read bills and customer communications which aim to make understanding and paying for your electricity easier than ever. Moreover, vulnerable customers can also be flagged via the Customer Care Register to allow customers to feel safer and better catered to by the provision of larger print, talking and braille bills.
For more information on the Power NI Customer Care Register visit https://powerni.co.uk/ccr/