Teaching the importance of Identity Proofing with a systematic process to follow during any transaction.
Developed in conjunction with and for Service BC, this online training course is designed to build awareness of the importance of identity authentication.
During any official transaction that requires a person to provide proof of identity, the customer service representative (CSR) providing the service needs to authenticate the identity claim. This process is called Identity Proofing. Identity Proofing Awareness Training is a self-paced flexible online course for CSRs that provides basic information on the importance of identity proofing and introduces a systematic process to follow during any transaction that can help ensure customers are who they say they are.
This training covers four main sections:
- Introduction to Identity Proofing
Provides instruction on the impact of fraud in BC, a CSR’s responsibility and authority related to identity proofing, and how to collect and handle personal information.
- Identity Proofing Process Model/Evaluating Customers
Reviews customer service essentials, introduces the identity proofing process model and how to evaluate customers' actions and reactions, provides appropriate identity verification questions and guidance regarding common red flags, and stresses the importance of trusting one’s instincts.
- Evaluating Identification
Teaches how to evaluate identification documents.
- Handling Suspected Fraud
Provides instruction on the steps to follow if a CSR suspects a customer of fraud.
Case Study: R.O.L.E.
The following video shows a customer service representative processing a transaction that requires the examination of identification. Watch the video to see if the service representative remembers to follow all the steps in the R.O.L.E. process.
(Requires Adobe Flash Player and speakers or headphones)
After completing the Identity Proofing Awareness Training, employees will be able to:
- Define "identity proofing."
- Identify their responsibilities and authority in the identity proofing process.
- Identify the consequences of accepting fraudulent identification.
- Identify the components of the identity proofing process.
- List characteristics of potentially suspicious behaviour.
- Identify the appropriate way to request personal information from a customer.
- List the four steps used to examine identity documents.
- Outline the process they should follow if they suspect fraud.
Course Delivery
This course is delivered through Open School BC’s Online Hosting Service, a state-of-the-art learning management system that provides a secure environment for online learning. The Online Hosted Service is also being used to deliver the Freedom of Information and Protection of Privacy Act training and Protection of Information Awareness training, currently being offered to BC public sector employees. These online courses allow individuals to work at their own pace anywhere there is Internet connection, stopping and starting the training as needed.
The Identity Proofing Awareness online training offers the following features:
- Instructor independent
- Written to support self-paced learning through the 4 modules of instruction in a choice of time frames (from several 20- to 30-minute blocks to one complete 90-minute session)
- Integrated mix of text, graphics, and media
- Extensive use of video including CSRs’ testimonials and “case studies” based on real-life situations
- Hyper-linked glossary
- Interactive self-test quizzes throughout the training
- Certificate awarded upon completion of the training
This online training is available for $45 per employee and takes approximately 90 minutes to complete. For more information on this Identity Proofing Awareness Training course please contact info@openschool.bc.ca or call our customer service representatives at 1-888-883-4766 |
