Common queries

Solution: Clear your scouts.org.uk cookies for all time, from your browser or use direct links to the digital tools:

membership.scouts.org.uk

learn.scouts.org.uk

volunteeringopportunities.scouts.org.uk

Solution: Contact the Awards Team at UKHQ who will send you a nomination form to complete and return. The nomination will be processed manually. 

Status: Ongoing

A change is scheduled for the December release to remove review requirements from roles that do not need them.

As a temporary measure, review dates for these roles can be rescheduled into the future. These roles have also been excluded from the Reviews query on Data Explorer so the data shown is accurate and relevant.

Query: Why are there duplicate expired, or required disclosure records appearing in My Membership?

Answer: These are as a result of historic data entry issues, and will be resolved in the release during June. 

Status: Ongoing

We are working on a solution to this with our suppliers.

Query: When the Nights Away Notification (NAN) is not submitted by the Permit Holder, the Event Leaders details don't appear in the compliance checker during approval. 

Solutions: 

• The Event Leader should add themselves as attending the Nights Away if they're not the Permit Holder or
• The Nights Away Approver needs to manually check the compliance information for the Event Leader if they're not the Permit Holder

Query: Learning requirements showing as 'NA' on the Nights Away Compliance checker, even though members have learning to complete. 

Solution: If learning is showing as NA, check what learning is required for those members. 

Query: First Name and Last Name show up in place of Preferred Name and Last Name in some places on My Membership. This impacts some elements of the Nights Away Notification form, as well as Accreditations on Team pages, and other areas.

We are working on a solution to this with our supplier.

Solution: Make sure you're accessing the Nights Away Notification via the Unit where it was submitted for. 

Query: There is a bug meaning that once opened, some role holders don't see the full detail on the NAN. 

Query: The delete button is visible but cannot be used to delete actions.

Solution: We're working with our developer to fix this.

Query: Some members see inconsistent and intermittent publish failures across a range of membership-related actions and submissions.

This means that although users are successfully submitting updates, the changes are not always being published or fully processed. This does not happen for everyone or for every action or every time.

Solution: Users will get an error message asking them to try again and contact the Support Centre if the error appears again.

Impacted areas:

Submitting Nights Away Notifications, Requesting References, Completing the Declaration, Adding Qualifications, Completing Reviews, Updating Units, Updating Visibility, Submitting Award Nominations, Sending Bulk Communications and Updating your Profile.

Query: Actions, Notifications, and some Emails don't go to each person when roles are shared. This broadly impacts Lead Volunteers. 

Solution: The tasks can still be completed, even if the Action/Notification isn't received - navigate to the task normally to complete it. 

More info:
When Actions, Notifications and Emails only go to one role holder where a role is shared, these are sent to the person who was first appointed - if two people were appointed at the same time, they will be sent to the first alphabetically. 

Solution: We are working on a solution with our supplier for inclusion in a future release. 

Query: In some instances, volunteer enquiries submitted through the Volunteering Opportunities tool are appearing under the wrong Unit. 

Solution: We are investigating and working on a solution with our supplier. 

Query: Migrated courses are showing, when learning has been completed.

Reason: Some volunteers were assigned to (migrated) courses when My Learning was launched, e.g. Safety (Migrated) Sometimes learners have also enrolled themselves into the 'other' version of the course e.g. Safety. Completing either version completes the course but the system does not tell the (migrated) version the learning has been complete and so it remains on the dashboard.

Solution: We regularly review completions and remove (migrated) courses, but please Contact the support centre if this is causing an issue.

Query: First Response (migrated) doesn't disappear when an new first response skill is added.

Reason: First Response (migrated) was created to bring people over to the new system., Sometimes it doesn't disappear when a new first response skill is added as it doesn't populate the field.

Solution: Learning is still recorded and valid 

Query: A member tells me they've completed a learning course, but My Membership hasn't updated, and I can see it as In Progress in My Learning. 

Solution: Learning courses are often made up of more than one module, splitting the learning content into bite-sized chunks. Sometimes, when a member completes a module, they close the window, assuming that they've completed the course, when in fact they still have modules for that course outstanding. 

Query: My Membership shows First Aid learning as complete and in date, but the My Learning dashboard shows First Response as outstanding. 

Solution: Use expiry dates in My Membership / Data Explorer. We are working on a solution that will prevent this from happening in My Learning in the future.

Query: When a volunteer changes role before their welcome conversation has been recorded, the Welcome Conversation can't be recorded against the new role because the boxes are 'greyed out'.

Solution: Contact the Support Centre to get the record re-set so you can record the Welcome Conversation. 

Query: When referring a Welcome Conversation, there are no system notifications or emails and the relevant Lead Volunteer does not have the ability to update the outcome.

Solution: The relevant Lead Volunteers should agree the outcome offline and contact the Support Centre who can make the update to the outcome.