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Postmaster support
policy
Version 4.1
“ POST
OFFICE
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Post Office is determined to reset its relationship with
postmasters and has introduced policies that set out guidelines
on how Post Office should support postmasters, specifically for
use across twelve areas.
The policies stand on their own but should be reviewed in
conjunction with each other. Support teams should have an
awareness of all twelve policies and how they link together.
The twelve Postmaster Support Policies are listed in section
2.2 of this policy and can be found on the hub, here.
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Contents page
1 Overview
1.1. Introduction
1.2 Purpose
1.3 Core principles...
14 Application ...
15. Therisk
2 Risk appetite and required operational standards.
2.1 Risk appetite...
2.2 Policy framework...
2.3. Who must comply?
24 Roles & responsibilities ...
2.5 Policy required operational standards
3 Procedures...
3.1 Operational training...
3.2 Knowledge articles ....
3.3. Scheduling of operational training.
3.4 Training exception
3.5 Process of raising an exception to the training package...
4 Where to go for help.
41 Additional policies.
4.2 How to raise a concern...
4.3. Who to contact for more information
5 Governance
5.1 Governance responsibilities...
6 Document control...
6.1 Document version control ..
6.2 Oversight committee...
6.3 Company details
7 Appendices.....
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1 Overview
1.1 Introduction
The Retail Engagement Director has overall accountability to the Post Office Board of Directors for
the design and implementation of a comprehensive operational Training package for postmasters*
and their teams. These training packages support branches in carrying out Post Office? transactions
via Horizon and associated operational processes accurately and confidently.
This policy is a non-contractual document provided for information. It does not form part of the
contract between any postmaster and Post Office.
1.2 Purpose
This policy is part of a framework established to capture the minimum operational training standards
required relating to: (i) the initial onboarding of postmasters and their teams; and (ii) ongoing
reinforcement and embedding of training procedures to enable proficiency in operating a branch /
operating Horizon.
It is one of a set of policies which provide a clear framework for Postmaster Onboarding. Compliance
with these policies supports the Post Office in meeting its business objectives and reponsibilities to
postmasters.
As many postmasters are limited companies or partnerships (and as individual postmasters may
appoint managers to operate a branch on their behalf) any steps that need to be taken by a
postmaster under this policy can be taken by someone authorised to act on that postmaster's behalf
(such as a director, partner or manager).
1.3 Core principles
Post Office are committed to providing comprehensive operational training to branch staff and are
committed to ensuring they feel confident when they conduct Post Office transactions and processes
using Horizon.
Post Office will provide training in good faith with fairness, transparency, and professionalism (being
the underpinning behaviours of Post Office). The training delivery team are trained, accredited and
quality assured to deliver Post Office operational training, compliantly and competently. No other
Post Office employees are authorised to complete any element of the Post Office Postmaster
Operational training.
1 In this policy, “postmaster” refers to a limited company, partnership, limited liability partnership, other entity or individual that
contracts with Post Office for the operation of a Post Office® branch.
? In this policy “Post Office” means Post Office Limited.
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* Post Office will offer a variety of training opportunities to postmasters, including eLearning
modules, in branch training and/or face to face classroom sessions, and will provide
additional support to postmasters in the form of operational guides, work aids and ‘How To’
demonstration videos available on Branch Hub and our Learning Management System,
access to an On-line help functionality on Horizon, and access to a Postmaster Operational
Training Catalogue for ongoing training and support needs.
* Postmasters are responsible for ensuring that branches are operated in accordance with all
applicable laws and regulations. To assist postmasters in remaining compliant and protecting
their customers, Post Office will monitor and review regulatory changes to products and
services so it can provide regular training to applicable branch staff.
* Allnew postmasters will receive the full blended training package incorporating online e-
Learning to introduce them to the basics of Post Office products and services available in
their branches; Classroom training to consolidate learning gained and introduce the learners
to the Horizon system itself; and a variety of other key operational processes including, Post
Office accounting processes, cash management, security and compliance. Customer
conversations will also be covered. The In-branch training will build on and further embed the
learning from previous stages providing on the job training when new postmasters and
assistants start to complete live transactions for the first time.
* Absentee postmasters are responsible for ensuring the Officer in Charge/Manager/Nominee
receives the full training package.
* Post Office appreciates that a new Postmasters onboarding journey may be delayed or
postponed for a number of reasons. In these instances, the full training package will be
scheduled/re-scheduled to account for the delay and ensure the training is timely and the
Postmaster is not disadvantaged by knowledge/skill fade.
© Post Office will evaluate all training feedback received from postmasters and will take
relevant corrective action agreed.
1.4 Application
This Policy is applicable to all Post Office employees? and defines the minimum standards to control
financial loss, postmaster impact, regulatory breaches and reputational damage in line with the Post
Office's Risk Appetite. The policy sets out guidelines applicable to postmasters and their assistants
undertaking operational training.
3 In this Policy “employee” means permanent staff, temporary including agency staff, contractors, consultants and anyone else
working for or on behalf of Post Office and, for clarity, does not include postmasters or postmasters’ staff.
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1.5 The risk
Post Office is committed to providing comprehensive training to all branch staff who require it.
Failure to do so could create the risk, to both Post Office and postmasters, that branch training
requirements are not met.
Section 2.5 sets out the required operational standards that the Post Office has implemented to
control this risk.
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2 Risk appetite and required operational standards
2.1 Risk appetite
Risk appetite is the extent to which the Post Office will accept that a risk might happen in pursuit of
day-to-day business transactions. It therefore defines the boundaries of activity and levels of
exposure that Post Office is willing and able to tolerate.
Post Office takes its legal and regulatory responsibilities seriously and consequently has:
* Averse risk appetite to risks around service and support provided to postmasters.
e Averse risk appetite to being non-compliant with our statutory and regulatory obligations.
* Averse risk appetite towards risks around our core operational processes that impact
postmasters.
* Averse risk appetite for financial crime to occur within any part of Post Office or the network.
e Averse risk appetite in relation to unethical behaviour by Post Office employees.
* Averse risk appetite to risks around disputes and litigation.
e Cautious risk appetite towards the risk of service interruptions that would considerably
reduce branch availability across the network resulting in the inability to serve customers.
Post Office acknowledges however that in certain scenarios even after extensive controls have been
implemented a risk may still sit outside the agreed Risk Appetite/Risk Tolerance. Risks outside of
Appetite/Tolerance may be presented to the relevant governance forums for escalation/agreement of
the risk position.
If a risk is identified which is outside of agreed policy a risk exception note will be required, details of
which can be found here.
2.2 Policy framework
This policy is part of a framework of postmaster support policies that has been established to set the
minimum operating standards relating to the management of postmaster contract! risks throughout
the business and network in line with Post Office's risk appetite. The framework includes the
following policies:
e Postmaster Onboarding
Postmaster Training (this policy)
e Postmaster Complaint Handling
* Network Monitoring and Branch Assurance Support
4 In this policy, “postmaster contract” means contracts which relate to those branches not directly managed by Post Office
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e Network Cash and Stock Management
e Network Transaction Corrections
* Postmaster Account Support
e Postmaster Accounting Dispute Resolution
e Postmaster Contract Performance
* Postmaster Contract Suspension
« Postmaster Contract Termination
e Postmaster Contract Termination Decision Review
2.3, Who must comply?
Compliance with this Policy is mandatory for all Post Office employees.
Where non-compliance with this policy is identified by Post Office personnel, Post Office will carry
out an investigation. Where itis identified that an instance of non-compliance is caused through
wilful disregard or negligence, this will be investigated in accordance with the Group Investigations
Policy.
2.4 Roles & responsibilities
Audit, Risk and Compliance Committee — is the Committee of the Post Office Limited Board
which reviews and approves Postmaster Support policies.
Risk and Compliance Committee - is the standing committee of the Strategic Executive
Group who review and approve Postmaster Support policies for recommendation to the
Audit, Risk and Compliance Committee.
Retail Engagement Director — is the policy owner and is accountable for the implementation
of this policy. They must comply with the governance responsibilities set out at section 5.1
and will be involved in reviewing and making decisions on escalated training exceptions.
Head of Postmaster Training & Delivery — is responsible for the relationship between the
Post Office Counter Training Team (classroom trainers), onsite trainers and the postmaster,
for the production and maintenance of eLearning modules, operational guides and work aids
relevant to the learner journey, and for ensuring that such materials are accessible to the
postmaster and their assistants. They are also responsible for the line management of the
Regional Lead Training Managers and for reviewing and making decisions on escalated
training exceptions.
Learning Technologies Manager - is responsible for the maintenance and improvement of
the Learning Management System (LMS) used by postmasters and their assistants to access
the eLearning modules and also responsible for publishing of learning content onto Branch
hub.
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Learning Design Manager — is responsible for the design, production and maintenance of the
branch compliance learning, distance learning packs, eLearning modules, classroom courses,
operational guides, ‘How To’ demonstration videos and work aids relevant to the learner
journey, and for ensuring they are accessible to the postmaster and their assistants.
Additionally, they also maintain the Branch Operational Training Catalogue that details the
training offer available to branches.
Scheduling Assistant — is responsible for allocating eLearning modules to postmasters and
for scheduling classroom and onsite training.
Classroom Trainers — are responsible for providing classroom training to postmasters after
they have completed the required initial eLearning modules. They will also provide further
refresher classroom training to postmasters and assistants.
Regional Training Lead Manager ~ is responsible for the line management of the team
leaders of onsite trainers, classroom trainers, for observing and monitoring classroom trainers
ona regular basis and for ensuring classroom training and the facilities used in relation to
classroom training remain at a high standard.
Head of Branch Operations Engagement Team — is responsible to send out stakeholder
engagement updates detailing the changes to make sure they are engaged and informed of
any changes, this will enable the relevant teams such as training to review the change and
highlight any areas of concern. Regular stakeholder engagement updates will be provided
during the lifecycle of a change
Onsite Trainer Team Leader - will be responsible for delivering retail class training, on-site
within the Post Office network & leading and managing a team of onsite trainers. Observations
of the onsite trainers will be fundamental to ensure quality assurance is evidenced on both
content and delivery as well as ensuring onsite trainers are continually developing.
Onsite trainer — is responsible for delivering a comprehensive package of training and
delivering on site support for up to 6 days to new branch teams. They will also assist the
branch staff with the first cash delivery and monthly balancing procedure.
Business Support Manager (BSM) is responsible for supporting branches during the first 6
months after onboarding. They will reinforce and embed the on-boarding training delivered
by the Onsite trainer, to ensure postmasters are proficient in navigating Horizon, as well as
balancing and cash management.
Area Manager - is responsible for supporting the relationship between Post Office and the
postmaster.
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2.5 Policy required operational standards
A required operational standard defines the level of control that must be in place to manage inherent risks so that they remain within the defined Risk
Appetite statements. This section of the policy also sets out the Business Area(s) responsible for managing that risk through their controls, and all employees
must ensure that they comply with the policy requirements. There must be mechanisms in place within each business unit to demonstrate compliance. The
policy required operational standard can cover a range of control types, i.e., directive, detective, corrective and preventive which are required to ensure risks
are managed to an acceptable level and within the defined Risk Appetite.
The table below sets out the relationships between identified risk and the required policy operational standard in consideration of the stated risk appetite.
The subsequent pages define the terms used in greater detail:
Risk area Description of risk Required operational standard Business Control(s) Frequency
owners
Postmaster Branch training Detective control
Training requirements are not I Observations to be carried out by the Regional Head of Quarterly Quarterly
met Training Lead Managers, documented on a formal Postmaster observation and
observation form addressing any areas for Training product knowledge
development, to ensure classroom delivery by the testing of
trainers is carried out compliantly and to the required classroom trainers
standard.
Detective Control
Classroom trainers receive regular updates on Head of Quarterly Quarterly
system changes, products, and anything else which _I Postmaster observation and
impacts their training delivery. This is done through _I Training product knowledge
weekly updates, including regional conference calls, testing of
branch focus and any updates from the Learning and classroom trainers
Design team.
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Risk area Required operational standard Business Control(s) Frequency
owners
Detective control
To make sure the onsite trainers have the required Head of Quarterly Quarterly
knowledge and skills to be able to successfully Postmaster observation and
deliver the required training, every onsite trainer has_I Training product knowledge
a minimum of one training session observed by their testing of onsite
Onsite Team Leader every quarter. trainers
Detective control
The onsite trainers should maintain their knowledge I Head of Quarterly Quarterly
by reading Post Office communications and Postmaster observation and
attending relevant training/cascade sessions for large I Training product knowledge
changes that affect the training they deliver. testing of onsite
trainers
Preventive control
The Training Team make sure that all required Head of All individuals When
compliance training is designed, tested, signed off Postmaster working in branch compliance
and goes live at the required time throughout the Training complete initial training is
year. Necessary compliance training is assigned to compliance issued
everyone who will be working in a branch, for training, and
completion initially and then on an ongoing annual annually thereafter,
basis. All compliance training is uploaded on to with records
Horizon (and relevant LMS systems) for completion maintained on
by the postmaster and their assistants. If they do not Horizon.
successfully pass a required compliance test, their
Smart ID will not allow them to carry out transactions
of that type until the training has been completed.
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Risk area Required operational standard Business Control(s) Frequency
owners
Preventive Control
To support postmasters and branch staff with Post Head of Intervention When
Office systems, processes & products, requests can Postmaster requests requested
be made for further training. The onsite trainer team I Training
leaders will triage the request and speak to the ‘Investigating
postmaster to find the most suitable training and discrepancies'
information solutions to meet the postmaster's classroom training
requirements. This training includes an ‘investigating course availability.
discrepancies’ refresher training course.
Preventive Control
On Site Trainers will assist the branch staff with the Head of Assisting On the first cash
first cash delivery and monthly balancing procedure. I Postmaster postmasters and delivery and first
Where the onsite trainer is unavailable for the Training branch staff with monthly
monthly balance procedure, they make the Business the first cash balancing period
Support Manager aware so they can give further delivery and
support at the scheduled Trading Period balance. monthly balancing
procedure.
Preventive control
The Postmaster Training Policy should be reviewed, I Head of Annual review of As required (but
and if necessary updated. Postmaster the Postmaster reviewed at
Training Training policy least annually)
Preventive control
All members of the Postmaster Training team will be I Head of Annual refresher Once approved
provided with training on this policy following its Postmaster training for the or in the event
annual review or if any material changes are made to I Training Postmaster of material
the policy (if sooner). Training policy policy changes
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3 Procedures
3.1 Operational training
It is imperative that operational training is not confined to the initial onboarding of postmasters
and/or their assistants but that it is a continuous learning cycle. This will ensure that postmasters
and/or their teams continue to feel confident when conducting Post Office transactions and
processes using Horizon. In support of this, Post Office will provide comprehensive training packages
to support a blended learning approach, throughout the terms of the postmaster’s contract. There
might be occasions where the Area Manager feels the postmaster and/or their teams need further
training, this could be by accessing further eLearning modules, getting further support from an onsite
trainer or attending a refresher training course in a classroom environment. This would be a joint
decision with the postmaster.
The postmaster is responsible for ensuring branch staff put their learning into practice after the initial
onboarding training has taken place and is responsible for the branch staff's continuous learning
cycle. The postmaster may feel that they or their teams need further training on certain aspects of
the operation and if this is the case, the postmaster or branch manager can utilise the self-
registration option on Post Office online learning site or contact their Area Manager to discuss this
further. Alternatively, Area Managers or Business Support Managers may also identify a need for
further training and can arrange this by using the Microsoft form link which is sent each month by the
classroom trainers or by completing an intervention request.
A Post Office Operational Training Catalogue is available to postmasters and their staff via Branch
Hub and our Learning Management System which details all training options available. These options
include eLearning modules, classroom training, distance learning packs, ‘how to’ demonstration
videos and other additional training modules.
Should a Postmaster decide not to send their new branch staff on a classroom training course, then
the postmaster is responsible for ensuring the branch staff are inducted and trained. To support this,
Post Office would encourage postmasters to make use of learning resources available. We have
developed a ‘Postmaster guide to new starters’ document within the ‘helping you run your branch
folder’ which can be accessed on Branch Hub and provides guidance around areas to focus on.
Sections of the Operational Training Guide can also be downloaded to support with the in-branch
training of assistants. The helping you run your branch folder and the Operational Training Guide are
available to view and download from Branch Hub.
The learner process for new postmasters and (where requested) their assistants can be seen in
appendix one.
Post Office will offer the following training to new postmasters and their assistants, as needed. The
type of training differs depending upon the branch model type (Local or Main).
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The Local Branch model
Online eLearning (10 hours’ time commitment)
Introduction to Post Office and Learning:
¢ Mails
00000
°
Mails Basics
Royal Mail: Inland Mails
Parcelforc
Royal Mail: Collections & Returns
Royal Mail: International Mail
Inland Mail Redirections Services
: Inland Services
Travel Money Services
Banking Services and Automated Payments
Banking Services
PES: i-movo voucher services
Automated Payments
Postal Orders
MoneyGram
Physical Security
Compliance
°
°
°
°
°
Information Security and Data Protection
Anti-Money Laundering and terrorist Financing Awareness
Mails Compliance
Mails Prohibited and restricted items
Modern Slavery
Classroom training — 3 days
Basic transactions course, duration 2 days:
Practical training on the use of the Horizon system and day to day operations, covering:
* Security
«Introduction to Horizon
e Customer experience
e Banking Services
e Automated Payments
Inland Mail
e End of Day Activities
«International Mail
«Travel Money
« Dealing with difficult customers
Back-office course, duration 1 day:
Please note: If local assistants do not deal with weekly or monthly accounting, they do not need to
attend this course.
Practical training on the use of the Horizon system and day to day operations, covering:
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Completion of Horizon basic transactions
# Daily accounting activities
e Weekly (Balance Period) accounting activities
Cash Management
« Remittances
* Monthly (Trading Period) accounting activities
The Main Branch model
Online eLearning (15 hours’ time commitment)
Introduction to Post Office and Learning covering all elements detailed above in respect of the Local
branch model, with the addition of the following:
« Government Services
o DVLA Services
o Passport Services
Travel Services
o Travel Insurance
¢ Financial Services
o Savings Products
o Car and Home Insurance
o Life Products
Compliance
o Insurance
o Financial Services
Classroom training - 4 days
Practical training on the use of the Horizon system and day to day operations, covering all elements
detailed above in respect of the Local branch model, with the addition of the following:
Basic transactions part 2 course, duration 1 day:
Driver and Vehicle Licensing Agency (DVLA) Services
Parcelforce Worldwide International Mail
Travel Services
o Travel Money
© Travel Insurance
« Passport Check & Send
Introducing Post Office products:
o Financial Services Products
o Customer Referrals
¢ Information Security and Data Protection
« End of day activities
* Weekly Balancing
Training on the Portable Horizon Unit
The provision of classroom training via the Portable Horizon Unit in Highlands/Islands of Scotland,
remote parts of Devon and Cornwall and Northern Ireland, must be approved by the training delivery
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team at Suitability Assessment Stage. Due to the strict requirements in respect of using the portable
kit, any requests will be considered on a case-by-case basis.
Additional training available for all model types
On-site training support
Onsite trainers provide 6 days onsite training in the branch, starting on the first day of branch
operation. This training provides support to branches in the live environment and helps to embed the
knowledge and skills gained from the eLearning and classroom training.
They will also assist the branch staff with the first cash delivery and monthly balancing procedure. If
the monthly balance procedure falls outside the initial 6 days support, or scheduled follow up
balance, the on-site trainer will note this on the Branch Contact File and make the Business Support
Manager aware so that they can offer further support at the scheduled Trading Period balance.
Onsite trainers will also ensure that a demonstration of both inward and outward remittance
procedures (cash and stock) is completed as part of the training and the relevant Business Support
Manager will be informed of the need for additional early days support in these areas if any issues are
identified.
Additional eLearning:
The additional eLearning has been created to cover products and services that are not widely
available in all branches.
° ATM
0 Daily activities
0 Daily accounting
o Weekly accounting
0 Other ATM activities
o Frequently asked questions
=~ Monthly Branch Balancing
o The five key stages of a monthly Trading Period balance
o Stock Unit types and stock discrepancies
«MoneyGram
© MoneyGram send
© MoneyGram receive
o Other services
« Western Union
o Western Union send
o Western Union receive
o Other services
e = Teller Cash Recycler
o Introduction to Teller Cash Recycler
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0 Teller Cash Recycler transactions
o Top Tips
« Vulnerable Customers
o Definition of a Vulnerable Customer
o How recognise and help Vulnerable Customers
© The law and regulations
BAU learning - distance learning packs
Provide details on specific products and services and examples of conversations with customers.
They assist postmasters and/or their Assistants (as applicable) in confidently introducing these
products and services to customers.
¢ Savings
Life Protection
¢ Travel Insurance
* Travel Money
Motor & home insurance
e Everyday Banking Services
« Customer Referrals
Passport check and send
« DVLA services
# Self Service Kiosks
¢ MoneyGram
* Drop and Go
¢ Inland Mail
¢ International Mail
« Vulnerable Customers
« PCI DSS branch audit
Annual mandatory compliance training
The Compliance workbooks for the below are available via the One website, Branch Hub and
Horizon. The test is available on Horizon.
¢ Financial Services
«Insurance
e Anti-Money Laundering and Counter Terrorist Financing
¢ Prohibited and Restricted Items
¢ Information Security and Data Protection
* Mails Compliance
Additional support materials:
An Operational Training Guide which contains detailed information on how to process transactions
and undertake back-office procedures is provided to each postmaster, and/or their staff (as
applicable) during their classroom training.
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Work aids
To provide a reminder of key processes that need to be completed in branch.
Work aids are handed out at classroom training and are available as a PDF on Branch Hub.
o ATM
o Remittances
o Investigating Discrepancies
Also available as a PDF on Branch Hub are;
Tablet user work aids
o Tablet device
o DVLA
o Passport
SIA (Security Industry Authority)
‘How to’ videos
To provide practical demonstrations on key operational elements of running a branch. There are 23
videos providing guidance on transactions, processes and procedures
Further refresher training
Further classroom training courses are available to postmasters to further enhance their learning
journey. Postmasters can ask for support by contacting their Area Manager or Business Support
Manager.
3.2 Knowledge articles
Information is also available on Branch Hub to help branch staff enhance their training and boost
their knowledge. The following is not an exhaustive list but the information available on Branch Hub
includes:
e Help with Transaction Correction processes
Help with completing and monitoring reversals
e Help with weekly and monthly stock unit processes
e Help with IT issues
* Branch Operational Training Catalogue
e All Compliance Workbooks
« The Compliance Calendar
© Operational Training Guide
e Distance Learning Packs
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© = Work Aids
« How to Videos
3.3 Scheduling of operational training
Operational training will be organised as follows:
* Training dates will be mutually agreed and scheduled once the agreement between Post Office
and the postmaster is signed (ie., the time at which the contract/appointment is confirmed).
* Classroom/onsite training will be discussed with prospective postmasters or their staff (as
applicable) 6 weeks prior to go live for new branches.
e Incommercial transfer situations, the scheduling team will aim to contact incoming postmasters
within 7 days of receipt by Post Office of the signed contract.
¢ Atthe point of being booked onto the classroom training, attendees will be registered through
the Learning Management System to enable them to access the eLearning material online. This
should be at least 14 days before the classroom, to allow sufficient time for completion.
* The relevant branch learners will attend the classroom training as listed in section 3.1 (such
training is specific to the branch model).
* Once the classroom course is completed, the attendees will have a debrief session with the
classroom trainer to discuss learning outcomes.
e Branch learners will receive in-branch support and training from the Onsite trainer for 6 days
starting on the first day of branch operation.
3.4 Training exceptions
Post Office is committed to providing all necessary training and support to a new Postmaster
ensuring they are able to operate their branch to a high standard and can do so safely, legally, and
compliantly, therefore there are very few exceptions to the full training package. Permitted
exceptions are detailed below:
* Pluralist postmasters who have already completed all elements of training at their existing
branches do not need to complete the Online e-Learning or Classroom training when taking on a
new Post Office branch.
e It will not be necessary to complete relevant online e-Learning if it has been fully completed
within the preceding six months.
e Anew Postmaster will be able to bypass classroom and/or in-branch training before their Post
Office goes live where fully trained staff are transferring across to the new Postmaster and
he/she has fully completed all Online e-Learning. The new Postmaster will be required to attend
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his/her classroom training within 4 weeks of their Post Office go live and this must be scheduled
before the exception is raised.
All incidents of exceptions relating to this policy will be reviewed and monitored.
3.5 Process of raising an exception to the training package
The full training package is explained at Suitability Assessment stage and the Business Support
Manager captures the Potential new Postmasters commitment to this. This is documented on the
Office Information Sheet and submitted to the Onboarding/scheduling team.
If the Business Support Manager recognises that one of the three exceptions apply, they will raise the
exception to the Regional Lead Training Manager via email. The Regional Lead Training Manager will
consider each exception on a case-by-case basis and will respond by email providing an explanation
for any declined exceptions and an approval reference number for those approved.
The Business Support Manager will annotate the Office Information Sheet with details of the exception
and approval reference number.
The scheduling team will follow the instructions on the Office Information Sheet and schedule the
training accordingly.
Post Office appreciates that a Postmasters circumstance may change following the Suitability
Assessment and in instances where one of the three exceptions later applies the Business Support
Manager will seek approval from the Regional Lead Training Manager. If the exception is approved the
Business Support Manager will document this in an email and re-submit an updated Office Information
Sheet to the scheduling team. The scheduling team will schedule/re-schedule the updated training
requirements.
The Regional Lead Training Managers decision is final, and the Regional Lead Training Managers will
maintain records of all escalated exceptions, approved and declined.
In the absence of a Regional Lead Training Manager the Business Support Manager may escalate their
exception to the Head of Training and Delivery via email.
If there is an exception request outside of the three examples in 3.4, this will be escalated directly to
the Head of Postmaster Training and Delivery and the Retail Engagement Director, who will make a
decision and request a Policy Exception note should the exception be granted.
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4 Where to go for help
4.1 Additional policies
This policy is one of a set of policies. The full set of policies can be found on the SharePoint Hub
under Postmaster Support Policies.
4.2 How to raise a concern
Any postmaster, any postmaster’s staff or any Post Office employee who suspects that there is a
breach of this Policy should report this without any undue delay.
If a postmaster or any postmaster's staff are unable to raise the matter with the area manager of the
relevant branch or if a Post Office employee is unable to speak to her or his line manager, any person
can bring it to Post Office’s attention independently and can use the Speak Up channels for this
purpose. Any person can raise concerns anonymously, although disclosing as much information as
possible helps ensure Post Office can conduct a thorough investigation.
For more details about how and where to raise concerns, please refer to the current Speak Up Policy
which can be found on nThe Hub under Post Office Key Policies, accessed here, or report online at:
asi’ GRO
4.3 Who to contact for more information?
If you need further information about this policy or wish to report an issue in relation to this policy,
please contact the Retail Engagement Director at tracy.marshalI
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5 Governance
5.1 Governance responsibilities
The Policy sponsor, the Group Chief Retail Officer of Post Office, takes responsibility for policies
covering their areas.
The Policy Owner is the Retail Engagement Director who is responsible for ensuring that the content
is up to date and is capable of being executed. As part of the review process, they need to ensure
that the minimum controls articulated in the policy are working or to identify any gaps and provide an
action plan for remediation
Additionally, the Retail Engagement Director is responsible for providing appropriate and timely
reporting to the Risk and Compliance Committee and the Audit, Risk and Compliance Committee as
required.
The Audit, Risk and Compliance Committee is responsible for approving the Policy and overseeing
compliance.
The Board is responsible for setting Post Office's risk appetite.
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6 Document control
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6.1 Document version control
Summary
GE policy sponsor
Martin Roberts (Group
Chief Retail Officer)
Standard owner
Tracy Marshall (Retail
Engagement Director)
Standard implementer
Ranjeet Jouhal (Head of
Training Delivery)
Document rev
period
Annual
Revision history
0.1
0.2
1.0
+ Be
12
13
14
15
16
on Date
17th August 2020
25th August 2020
2nd September 2020
18th March 2021
22nd March 2021
30th March 2021
28th April 2021
25th May 2021
18" February 2022
INTERNAL
Policy — effective date
Standard approver
R&CC/ARC
Policy location
Postmaster Support
07/2024
Hub
hanges
Draft Version
Edits after review round
Signed off by Head of Retail Operations
Amendments to align with postmaster support
policies
Updates following operational review
Addition of Minimum Control Standards table
Final approved by ARC
Further references to branch staff included
Alignment with other postmaster support policies
Added linked policy statement to front page
Added reference to the Group Investigations Policy
to section 2.3 Who Must Comply?
Updated link to section 4.1
Annual review
1.2 Addition of section stating that a postmaster
may authorise someone to act on their/its behalf
1.3 Additional support for ongoing training needs
added
2.1 Updated risk appetite statements to include
Operational statements
2.4 Updated Quality Assurance and Training leads
to Classroom Trainers. Addition of compliance
learning, distance learning and “How To” videos to
Learning Design Manager role. Addition of Head of
Branch Operations Engagement Team role. Cash
remittance and balancing support added to Onsite
Trainer role.
Postmaster training policy V4.1
Policies on SharePoint
Updated by
Marie Pyatt
Marie Pyatt
Marie Pyatt
Jo Milton
Tracy Marshall
Tracy Marshall
Jo Milton
Jo Milton
Tracy Marshall
Ranjeet Jouhal
Page 23 of 27
2.5 Updating Classroom Trainers, observations by
Business Support Managers, accreditation and
regular updates to Onsite trainers and the ongoing
reinforcement and embedding of training
procedures for branch added
3.1 Additional paragraph on resources for training
new branch staff, if they are not sent on a
classroom training course. Updated content of
training courses. Addition of information on Work
Aids and ‘How to’ videos.
7. New image
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2.0 1% April 2022 Amended version number following approval Jo Milton
21 5% July 2022 1.1, 2.4, 4.3, 5.1, 6.1 Updated owner and sponsor —_Jo Milton
6.1 Updated Implementer
Font updated to Nunito Sans
22 14 November 2022 2.4 Addition of Onsite Trainer Team Leader role Ranjeet Jouhal
and adjustments to reflect the role of onsite
trainers
2.5 Addition of Quarterly product knowledge
testing
3.1 Increased focus on self-help and self-learning
Training duration and content updated throughout
3.1 and 7 Removal of reference to Online
assessment videos
23 30" November 2022 __ 2.5 Clarification and change of frequency for Ranjeet Jouhal
controls standard of trainer accreditation.
5.2 Added Speak Up contact details
3.0 27° January 2023 Updated to full version number following approval Jo Milton
at ARC
31 at December 2023 2.1 Amended risk exception statement Ranjeet Jouhal
2.2 Updated framework policy name — Contract
Termination Decisions Review
32 9" February 2024 Annual Review Ranjeet Jouhal
1.3 Clarification on accredited trainers
Additional information on how all new postmasters
(or nominee) will receive full training
Confirmation that training can be rescheduled if
Onboarding journey delayed
2.4 Additional responsibilities added to several
roles
3.1 Addition and removal of selected training
modules
3.4 and 3.5 — new sections explaining the reasons
and process for considering an exception to a
postmaster receiving the full training package
4.2 Added NFSP contact details
7.0 Updated appendices to show optional
shadowing
4.0 3! April 2024 Updated version number following ARC approval I Jo Milton
GE replaced with SEG
41 28" June 2024 1.5 Risks amended to reflect ServiceNow Jo Milton
2.4 GE replaced with SEG
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2.5 Minimum Control Standards changed to Policy
Required Operational Standards and updated to
reflect ServiceNow
6.2 Oversight committee
Oversight committee: Risk and Compliance Committee and Audit, Risk and Compliance Committee
Committee Date approved
POL R&CC 12 MARCH 2024
POL ARC 20 MARCH 2024
Next review: 31 MARCH 2025
6.3 Company details
Post Office Limited and Post Office Management Services Limited are registered in England and Wales. Registered numbers 2154540 and
084597 16 respectively. Registered Office: Finsbury Dials, 20 Finsbury Street, London EC2Y 9AQ.
Post Office Management Services Limited is authorised and regulated by the Financial Conduct Authority (FCA), FRN 630318. Its Information
Commissioners Office registration number is ZAO90585.
Post Office Limited is authorised and regulated by Her Majesty's Revenue and Customs (HMRC), REF 12137104. Its Information Commissioners
Office registration number is 24866081.
VAT registration number GB 172 6705 02. Registered office: Finsbury Dials, 20 Finsbury Street, London, England EC2Y 9AQ
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7 Appendices
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Appendix One: Learner
Process for new
postmasters and/or their
assistants (as applicable):
Before go-live Go- live After go-live
Online Additional L Optional ;
eLearning eLearning steering modules
modules: I__I Classroom I»! modules: I_I In-branch Optional
Products training If required eg. training puonal
Services ‘ATM, classroom training
Compliance MoneyGram etc.
H il Hy Annual Compliance
: :
¥ vy
ate Operational Optional Shadowing Scheme
‘9 Training Guide 1 day event either before or after go-live
optional
eLearning t Customer Experience
Monthly Work aids University
branch Distance Learning
balancing
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Packs
‘How to’ Videos
Annual Workshops
(Travel & Mails)
Business Support
Manager /
Area Manager
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