Informative documents for a "Non-face-to-face Attention” Model

2022

Informative documents for a "Non-face-to-face Attention” Model

The situation of isolation that we have experienced due to the COVID-19 health crisis has affected information services and young people in particular. In the Regional Center for Youth Information and Documentation, CRIDJ, of the Community of Madrid, a "Non-Face to Face Attention" model has been adopted quickly and has required major adjustments in some of the services we had been offering to young people for the last years.

In particular, our guidance service helps youth submit their application to register as beneficiaries in the National Youth Guarantee File and manage their profiles on its platform. This service, which we have been offering since September 2015, has been transformed into a Non-Face-to-Face Attention service, using telephone and/or email as communication channels. 

This change in the attention model has required informative tools that enable us to continue providing the guidance service for young people when submitting their application to register as beneficiaries in the National Youth Guarantee File.

The new informational materials with graphic explanations combine text, images (screenshots), symbols, etc. They should help the young person to get to know and become familiar with the Youth Guarantee platform, showing the sequence of screens that they will have to display to fulfil the process successfully without errors: activate their profile, submit the application for registration as a beneficiary, generate the certificate, request to modify data.

It is essential to mention that most of the queries we receive from young people, regardless of their academic background and computer skills, are related to incidents with the platform. It is a simple procedure, but the lack of knowledge of the platform, the importance and urgency of the management, its necessity for accessing a job offer, scholarship or course of particular interest to the young person can become a problem to complete the procedure successfully.

We have developed the content in two related documents: "Graphic Explanation to Register in Youth Guarantee" and "How to generate the Youth Guarantee Certificate". These documents are intended to explain the whole process step by step and include relevant aspects to be taken into account to successfully complete the procedure that the young person needs to perform.