Frequently asked questions
Note: Please follow this link to find out how to book and attend online advice sessions.
What is the Online Adviser Service?
This innovative new service lets you get advice and information, in real-time, from an experienced local adviser. You can get advice in the following way:
- By booking and then attending a private advice session. This is similar to telephoning or visiting an adviser in person.
The sessions are delivered online using a simple web-conferencing tool called Communicate (external website), so you can access an adviser wherever there is a computer with an internet connection.
I can't join an Online Advice Session / I can't get Communicate to load properly
You need to have Flash Player installed on you computer. You can download Flash Player (external website) for free from Adobe's website.
If you have booked a private advice session, make sure you are using the correct details to login - see below: Do I need to register with Communicate to attend an online advice session?
Who can use the Online Adviser Service?
Advice sessions are limited to people who live, or who are homeless, in the City of Manchester (UK). We use local advisers who may not be able to fully help people from outside the area.
Does it cost anything?
AdviceKit Manchester is a free service. If you use your own computer to access AdviceKit Manchester, your normal usage and internet expenses will apply.
Do I need any special equipment?
You need access to a computer with an Internet connection but do not need any other special hardware to use the Online Adviser Service. If you have a web camera you can use this so that the adviser can see you and, with a headset, you can talk to your adviser. If you have neither of these, or prefer not to use them, you can still communicate with your adviser by typing.
You need to have Flash Player installed on your computer to attend online advice sessions. This is a free piece of software that you can download from Adobe's website. Download Flash Player (external website).
I don't have a computer and / or an Internet connection. Can I still use the Online Adviser Service?
Yes. You can use the (free) service at any public access computer point. This includes libraries, UK Online Centres, Internet Cafes (you may need to pay for Internet access at one of these) etc. You can also use the Advicekit service at the following centres where the staff will be able to help you:
- Barlow Moor Community Centre, 23 Merseybank Avenue, Chorlton
- Benchill Community Centre, Benchill Road, Wythenshawe
- CAB Plus, 28 Chaddersley Walk, Beswick
- Gorton Gateway, Garratt Way, Gorton
- Harpurhey Neighbourhood Project, Carisbrook Street, Harpurhey
- Having a Voice, Venture Centre, Mill Street, M11
- Mosscare Housing Association, 101 Great Western Street, Moss Side
- Northmoor Community Centre, Northmoor Road, Longsight
- Royal Oak Community Centre, Brookcot Road, Royal Oak Estate
- Womens Action Forum, 97 Princess Road, Moss Side
Who are the AdviceKit Manchester advisers?
AdviceKit Manchester uses experienced advisers from Manchester Advice (external website) and the Manchester Citizens Advice Bureau (external website).
What kind of advice do you give?
Manchester Advice offers specialist advice sessions on benefits, debt, housing and consumer rights. The Citizens Advice Bureau offers advice on all aspects of social welfare law including benefits, debt, housing, consumer, education, employment, community care and immigration.
Advice is given about issues in accordance with the law in England (United Kingdom) only.
Is the Online Adviser Service secure / confidential?
AdviceKit Manchester uses a piece of software called Communicate (external website) to deliver its online advice service. For the most part, there are no extra security measures, such as encryption, added to Communicate, however, it is very unlikely that someone will try and hack into your advice session. Communicate does contain a secure feature that will allow you to send ‘sensitive’ or ‘private’ details to your adviser. At the top of the text display you can select ‘chat’, then select ‘send secure message’. Follow the instructions to send information to your adviser such as a national insurance number or your address etc.
If you are attending a private session you will be given a unique password. This password is used to allow you access to the advice session. Nobody else, except for your adviser, will be able to attend that session.
If you have any concerns about security, you may wish to be cautious about sending any financial or identifying details to your Online Adviser.
If you book an online advice session you can give details of your email address. With your permission we will email you after the advice session and ask for feedback. If you share an email address at home or at work, or if your own email account is not secure, then other people may be able to read your emails including our request for feedback. Also, the AdviceKit Manchester email address may be automatically recorded in your email address book and others may have access to this. If you are worried about these issues, you may want to get a private Webmail system with a provider such as Hotmail or Yahoo. (Please note: we are not able to recommend a particular Webmail provider.)
If you do not want to receive an email from us then please do not give us your email details.
Do I need to register with Communicate to attend an online advice session?
If you book a private advice session we will register your details with Communicate so you don't need to register yourself. We will use your first name plus the first three letters of your surname as your username (we use the names you used when you filled in the booking form). Your password will be the password that appeared on your booking confirmation. All you need to do to attend your private online advice session is to login to Communicate using these details (username and password). If you have problems logging in please ring us on 234 4020.
How do I download a document?
Your adviser may want to give you some information. This is made possible by using the ‘documents’ window. Select the document you want to download and follow the instructions to either save or print it.
My headset and / or camera is not working properly
For help with the sound and image quality, use this external link to the Manchester Digital Development Agency's website for some useful hints and tips on using headsets and cameras in Communicate (the name of the piece of software that provides the Online Adviser service).
Note: you do not need to have a camera and headset to use the Online Adviser service.
Problems
If you encounter a problem with the Online Adviser Service you can get help on 0161 234 4020 (office hours only).
Comments and complaints
AdviceKit Manchester welcomes comments about its services. Please help us to get better by letting us know what you think about our online advice service, especially if you think it could be improved. Send us your comments, feedback or complaints by using this link.
Please read our terms and conditions.
Need more help? Live in Manchester? Send us an email
Information Provider:
Manchester Advice
Date Reviewed:
30 August 2006
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