NIE Networks commits to providing excellent customer service to people with learning difficulties and communication barriers through the JAM – Just A Minute - initiative.
Employees from NIE Networks, such as meter readers and planning and wayleave officers, will soon begin JAM Card awareness training to provide them with the knowledge to support customers who may need some more time.
The JAM Card is a social innovation from NOW Group an organisation that supports people with learning difficulties and autism into employment. It was their service users who said they would like a discreet way of telling people that sometimes they need a little extra time and patience. The JAM Card was created first as a credit card sized card and has recently been developed into an app for smartphones.
Speaking at the launch of the new partnership David Keys, Customer Service Manager at NIE Networks, said: “We’re proud to be introducing the JAM card to our organisation. At NIE Networks we work around the clock, 365 days per year to make sure the power is flowing to all customers in Northern Ireland. Our front line staff speak to customers on a daily basis, from reading customers’ meters to engineers repairing electricity faults. The JAM card awareness training will enable our staff to provide more support to vulnerable customers. Those who have been trained will be identified by the JAM card pin they will be wearing on their clothing. We’re excited to be rolling the training to our front line staff right across Northern Ireland in the coming months.“
Diane Hill, Head of Business Development at NOW Group, comments, “We are delighted to have NIE Networks on board as a JAM Card Friendly Organisation. They are the first utility provider to take part in the training and are leading the way for inclusion in the sector – we hope to see other utility providers follow their lead.
“There are now over 9000 people in Northern Ireland using the JAM Card. Research shows that users feel reassured and more confident with the card but want to know that businesses understand what it is for and that they will receive good customer service. This is why it is so important that organisations such as NIE Networks is taking part in the training and becoming JAM Card Friendly.”