This FAQ will support you in responding to questions from reporters who contact you outside of the SpeakUp platform:
Q. What can I do for a reporter who has lost their report number and can't check back on their case?
A. Report numbers are unique and cannot be retrieved. Advise the reporter to submit a new message, including as much detail as possible from the original.
When reporters click 'Forgot login' in SpeakUp when checking back on their message, they are informed here that it cannot be retrieved and to raise a new report. Reporter login details are unique to them, we do not store this information and therefore it can't be retrieved.
Q. Can a voice report be switched to a web report?
A. Voice and web reports cannot be accessed interchangeably. To continue online, advise the reporter to submit a new web report and include a reference to their original voice report.
When leaving a web report, the messenger must create a unique password. When leave a phone message, they must create a 4 digit PIN. These credentials can't be user interchangeably.
Q. A reporter has shared their report number with you, and you cannot find it in the system. Why?
A. The SpeakUp system uses different types of report numbers. The number shown to reporters is not the same as the Issue ID . Therefore it is not possible to identify a case using the reporter number.
In your SpeakUp communications, remind reporters to carefully note their case number and password, as these credentials cannot be recovered.
Without them, access to their case and the ability to respond may be lost.If a reporter opens multiple reports, Issues in SpeakUp can be linked to maintain a consolidated overview.
Q. The reporter selected a different language from the one used in their message. Can this be translated by a translator or through machine translation?
A. If a translator receives the report and can identify the correct language, they will adjust it and proceed with translation. However, if machine translation is used, the message will not be translated. In that case, please ask the reporter to submit a new message and select the correct language.
In either scenario, if the reporter has selected a wrong language, it is best practice to ask them to raise a new report, selecting the correct language. This will ensure a more efficient and effective conversation.