New hire guide
Walk the console before you sign in
Everything a new colleague needs on day one: what your role can see, what each page in the permit console is for, and exactly what every button does before you use it on a real traveler. No account needed to read this.
Training module
Five lessons, then you're ready
The console, Ava, applications, trip deposits and the branch portal. About 50 minutes in total, with 11 checks along the way. Your place is kept on this device, so you can stop and come back.
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- 1
Your role decides your console
Everyone works in the same console, but the menu only shows the pages your role covers, and every page only loads your own region's travelers, money and documents. A national admin sees all eight regions; a regional manager sees one; counter staff see day-to-day work with no finance or settings. Typing an address you don't have access to shows a short note instead of the page — that is normal, not a fault.
Do this: Read your own role's page list below and note which pages you will not have.
- 2
The four menu groups
Daily work is the queue, approvals, search and dashboards. Permits & shipping is photo review, issued permits, booklet printing and the shipping desk. Money is the till, postage and finance. Region & team is your region's details, staff, roles and history. If you cannot find a page, it belongs to one of those four groups or to a role above yours.
Do this: Say out loud which group you would open to record cash taken at the counter.
- 3
Order history is the truth
Every status change, document decision, payment, print, label and email is written to the order's history with who did it and when. Before you act on an order, read the last few entries — most 'something looks wrong' questions are answered there. Nothing is ever deleted, so a mistake is corrected by a further recorded action, never by hiding it.
Do this: Plan to open the history on the first order you are given and read it top to bottom.
- 4
Cover and handover
If work sits unattended — the person assigned is away, nothing has happened for a day, or nobody has claimed it — it appears on Cover & handover. You may always take your own work on. Only a regional manager may hand someone else's work to a third person.
Do this: Note that marking yourself away is how the team knows to pick up your orders.
Knowledge check
Pick the answer you would give a traveler or a colleague.
You open a page address a colleague sent you and see a note saying it isn't part of your role. What has happened?
Before you change anything on an order, what should you read first?
Confirm the record
Match the traveler, order number and region before taking action.
Stop when unsure
Leave the item unchanged and ask a manager rather than guessing.
Read the history
The order history shows what happened, who did it and what comes next.
Walk the console by role
Each role sees only the pages needed for its work and region.
Counter staff (branch agent)
Serves travelers at the counter and by phone: takes applications, checks documents, approves, prints and posts.
Find an applicant
Start with a traveler, order number, email or permit number.
Try this: Search for a known training record and open it.
Order queue
See the daily permit workload for your club.
Try this: Filter by status and identify the next safe action.
Photo review
Approve usable documents or explain what must be replaced.
Try this: Check framing, clarity, identity match and expiry before deciding.
Approval queue
Complete review after payment and documents are ready.
Try this: Read the traveler details and every document status.
Branch till
Record cash or card received at the counter.
Try this: Confirm the order number, amount and payment method before saving.
Booklet batch print
Send issued permit records to the branch printer.
Try this: Check printer, order count and permit numbers before printing.
Shipping desk
Create postage and record dispatch or handover.
Try this: Match the label and permit before marking it as left the office.
Customer service
Reply to traveler enquiries and manage their status.
Try this: Read the full conversation before assigning or replying.
What each action means
Read this before pressing an action on a live order.
Ready for supervised work?
Get your access, then ask your manager to watch your first decision. Nobody makes a live approval alone on day one.