Training public-facing staff to deal with enquiries

You should provide updated face-to-face briefings or written information to local authority staff who deal with the public to ensure they have the information they need to be able to respond to any queries they may receive.

This means thinking about likely queries and developing scripts and lines to help employees responding to enquiries to answer questions or refer callers to the right place. 

We have provided an FAQ resource to support you. 

Staff will also need to be prepared to deal with queries from, and relating to the registration of 14-17 year olds and qualifying foreign citizens, who may have no experience of the registration system.

To inform your planning, you should consider the level and type of enquiries you received during the last canvass and at Senedd and local council elections, and the channels through which these were received.