Change of learner address

Overview

Process automation helps you reduce the amount of administrative effort in managing learners and helps you ensure compliance.

The change of learner address process automation automates the tasks associated with the change of a learner's address to eliminate the possibility of errors in re-keying and reduces the associated administrative effort in updating the relevant areas of the system. This tracker allows the following details to be updated; Postcode, Address 1, Address 2, Town/City, County, Country. The automation also includes an approval process that involves an administrator reviewing the learner request. This ensures that you have complete control over changes made to your learners' data.

Please note that this process automation is limited to delivery programmes and learners with an 'Active' programme status only, as this is where funding rules require changes to be monitored.

Configuration

The change of learner address process automation can be turned on or off at the tenant level. This provides administrators with complete control over this feature.

By default, this configuration is set to OFF. Administrators with the Manage Tenant Settings permission can navigate to Settings>General to configure their process automation tracker settings. For more information, see: Configure Process Automation settings for your tenant.

Workflow

The following steps describe the workflow for the change of learner address process automation.

• The learner initiates a change of address request via Account Settings > About You > Address > Edit

• • The learner can amend the following fields: Postcode, Address 1, Address 2, Town/City, County and Country. 

• Once fields are edited and 'Request Change' has been selected the learner will need to confirm the changes are correct and they wish to continue by selecting the 'Yes' option. 

• A tracker is created as a result of the change of address request. The tracker contains the details submitted by the learner and enables an administrator to view the request.
• The tracker created will have the following properties:
  • Status - New
  • Assignee - No Assignee
  • Description - Request to change address
• The contacts 'Edit' option will be hidden from Account settings > About you for the learner. This is to restrict creating another instance of the Change of Address tracker while there is one currently in progress. 
  • Instead a 'Pending Address Changes' label is shown for the learner. 
• The administrator views the tracker. The administrator can use the Tracker option to search for the change of address type. To edit the tracker, the administrator must click Edit.
• At this stage, the status of the tracker is new. The administrator updates the status of the tracker, and sets it to approved or rejected, and clicks Save.
• The learner is notified about the approval/rejection of the request. 
  
  • In case the tracker is rejected, the status of the tracker is set to rejected. No requested changes are applied to the learner address.  
    • The learner and the Tracker Assignee will receive a 'Tracker Rejected' notification authored by the Administrator who actioned the Tracker rejection. 
• In case the tracker is approved, the status of the tracker is set to closed.
  • This approval results in:
    • Updates the learner address throughout the platform
      • Associated ILR fields: AddLine1, AddLine2, AddLine3, AddLine4, Postcode
    • How long have you been at this address (years) is reset within the ILR > User details ensuring the field is no longer referencing the previous address.
    • Notifies the learner and tracker assignee that the address change request has been approved.
      • The learner will receive a 'Tracker Accepted' notification (authored by the Administrator who actioned the tracker approval)
      • Tracker assignee will receive a 'Tracker Updated' notification, in the case whereby the tracker has been approved by another Administrator. 
    • Creates a reminder to ensure the Administrators update any awarding organisations where appropriate on this change. 
      • This is completed through a new 'Awarding Organisation Notification' tracker being created for the learner. This will occur when the learner has at least one Qualification record in 'Registered' status (linked to their current programme). This tracker will have the following properties:
        • Status - New
        • Type - Awarding Organisation Notification 
        • Description - Originated from Change of Address Tracker Description
        • Assignee - No Assignee
    • ILR tracker is automatically created if all of the following conditions are met:
      • Country was changed
      • ILR token is enabled for the programme
      • ILR episode status is 'Newly submitted' or higher for the learner
      • Change of Address tracker approver does not have the 'ILR QA' role
      • ILR episode status may change to 'Pending'. 
        • This tracker will have the following properties:
          • Status - New
          • Type - ILR
          • Exclude from ILR batch:
            • Yes, if the default state of ILR tracker > exclude from ILR option is selected in the ILR token in the account programme. 
            • No - if above is false. 
          • Description - Address changed to [new address]
          • Assignee - No Assignee
      • Updates ILR status for the programme to 'Pending' if the above-mentioned ILR tracker was raised with 'Exclude from ILR batch: Yes'
        • To resolve this 'pending' status, Administrators should update all trackers of ILR type created for this learner - either setting ILR trackers status to 'Closed' or unticking the 'Exclude from ILR batch' option. 
  • Administrators will need to manually reset required compliance documents to gather new signatures as required. 
• The Change of Address tracker allows Tutors to read through the changes made to the Tracker. The History section reflects the actions taken and tracker properties that have been changed.