FAQs Find out all you need to know in our FAQ section. If you can't find what you are looking for please contact us. You are here: Home Staff and volunteers FAQs General Questions I have a question about this website, what should I do? If you have a question about this mental health learning and wellbeing hub, please view the FAQ section below to see if we can help answer the question for you. If you can't find the answer, please contact us. Do I need to pay to access the mental health learning modules? No. This mental health and wellbeing hub has been developed by Barnardo's in partnership with PESI UK. It is free to use for all Barnardo's staff and volunteers once you have registered. That means that Barnardo's staff and volunteers do not need to pay to use the hub. Do I need to register for this mental health learning hub if I am already registered with PESI UK? Yes. If you are a Barnardo's staff member or volunteer, you will need to register to use the mental health learning modules on the hub. How do I register to access the mental health learning modules? You can register here or you can click on the top right hand button at the top of this page. You will need to fill in your details and answer the questions before you can get access to the online learning material. Registration Questions Do I need to register to access the online learning material? Yes. All Barnardo's staff need to register to access the online learning material. Do I have to be logged in to access the online learning material? Yes. You can only access the online learning material once you have registered and are logged in. I know I have an account, but the website is not allowing me to login. What does this mean? Most likely, your login information is incorrect. Please use the reset password facility. How do I update my email address on my account? To update your email address on your account, select the “Click here if your email address has changed since your last visit to the site” link on the registration account login page. Online Learning Module Questions What is an online module/ course? Online modules/ courses or digital recordings are a web-based, go-at-your-own pace courses. There are no set times that you must be logged into the course. The post-test(s) may be accessed by signing into your account. After you successfully complete the post-test online and fill out the evaluation, you will able to download or email your CPD certificate immediately. How do I access a digital recording or online module/ course? Please login to your account. Your courses will be accessible from your “My Account” page. Are CPD certificates available for the online training material? Yes. CPD certifcates are available on every online module/ course or digital recording that is part of this mental health and wellbeing learning hub. How do I get my CPD certificate? For the online training material please login to your account and complete the evaluation form and the test. The post-test(s) may be accessed by signing into your account, clicking the green "Launch Online Course" button, and clicking the "CPD Tests" or "CPD Certificate" tab. After you successfully complete the post-test online, you will be able to download or email your CPD certificate immediately. Can I share the platform with a colleague or friend? This platform is only to be used by Barnardo's staff and volunteers. You can therefore share the platform with a colleague who works for Barnardo's. The platform cannot be used by people who are not Barnardo's employees or volunteers. We reserve the right to withdraw your acess to the hub if you are found sharing content outside of Barnardo's. Technical Support Questions My video isn't loading, what should I do? Try refreshing your viewer by going to the Help tab in the viewer and clicking on the "Reload Viewer" button. This "Reload Viewer" button may also be located at the bottom of your video viewer page and looks like this: You may also want to try closing the viewer window and re-launch the viewer from your, 'My Account' page. Your Internet cache in your browser may need to be cleaned/cleared out. If you are unsure on how to clear your browser cache, an alternate and quicker option is to try switching to a different browser to continue viewing the program. If you're on Internet Explorer - try switching to view the program on Google Chrome browser. Other popular browsers such as Safari and Firefox are compliant with playback. Following this step resolves the vast majority of playback issues. If you are still having problems, please contact the Help Desk at firstname.lastname@example.org What do I do if I can’t hear the audio? Please click on the "Reload Viewer" button located with the blue buttons along the lower left corner of the video viewer page, it is also located under the Help tab in the video viewer page. If the issue continues: Please try the below suggestions to troubleshoot your audio issues. First, please open a new tab (CTRL + T in most browsers) in your browser and go to youtube.com and click on any video to confirm you're able to hear audio. This can confirm whether this lack of audio is an issue with your machine or with the program. If you are not able hear audio on a YouTube video the issue is with the audio settings on your computer/device. Try closing the viewer tab, returning to your online account and launching the viewer again by clicking the green Launch Viewer button under the title of the course. External Speakers Confirm speakers are plugged in and powered on. Confirm the volume is turned up on the speakers. Confirm that the speakers are plugged into the correct port on the back of the computer. Internal Speakers (Laptop) There often is a "mute" key on the keyboard for muting audio on laptops. Try clicking this and/or the volume UP key. System Volume There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers. If you click this icon you can adjust your overall system's sound settings. If none of these solutions work and you need assistance, do not hesitate to contact Customer Support at email@example.com or at 01235 847393. Who do I contact if I still have questions? If you still have questions, you can contact us on firstname.lastname@example.org. I am struggling to watch the videos on the Barnardo’s network? If you are struggling to watch the videos on the Barnardo’s network, please try using a different browser (eg Chrome) or contact the Barnardo's Helpdesk to see if they can see any problems with your connection. Can I share the platform with a colleague or friend? This platform is only to be used by Barnardo's staff. You can therefore share the platform with a colleague who works for Barnardo's. The platform cannot be used by people who are not Barnardo's employees. We reserve the right to withdraw your acess to the portal if you are found sharing content outside of Barnardo's.