ROBINS FREQUENTLY ASKED QUESTIONS

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1 Table of Contents A) Initial Set Up and Logging In, including Password Issues... 2 B) Browser Problems/Filters... 6 C) Income Viewing and Reporting... 7 D) Ordering Stock... 9 E) Managing Box Sites F) Managing Box Minders and Areas Page 1 of 12 Last Updated: 1 st July 2016

2 A: Initial Set Up and Logging In, including Password Issues 1) How do I set up my Password? The URL is Please go to that site and create your password so you can start using ROBINS. 2) I set my password up according to the rules, but it won t t be accepted by ROBINS. ROBINS Why? Make sure you don t use any Special Characters such as -! $%^&*()~#@ :;?/>.<, - itt seems not all keyboards return the same code for these. The simple rule is the password needs to be a minimum of 8 characters, a mix of upper and lower case and contain at least one number, e.g. TryThis7 would work perfectly well (but please don t copy it!). 3) I ve forgotten my User Name. Why is it so complicat complicated? The User Name structure is part of the security for the site and it cannot be changed. You will need to know your VMS number to know your User Name and this should have been advised to you in the letter first sent when you joined ROBINS. Please talk tto your Area or Regional co-ordinator ordinator to be reminded of your User Name. 4) I ve ve lost the ROBINS URL and can t log back in again. What is it? The URL is Please add it to your favourites or bookmark it in your browser so you can always find it again. To avoid any potential confusion it will be saved as ROBINS Log In. 5) The Password reset isn t working and I can t get in to ROBINS. How do I get this to work? A Password reset is requested by clicking on Forgotten your password? on the Log In screen. That will take you to this screen: Enter your User Name, click on Recover and, provided the correct e mail address is recorded against you within ROBINS, you will be sent an . Page 2 of 12 st Last Updated: 1 July 2016

3 You will get an that looks like this: Click on Reset Password and you will be taken to another ROBINS screen that looks very like the first one, but merely confirms that another has been sent to you containing your new password. Note that there is a time limit on doing this so once you start the process you should seee it through to the end or you will have to start again. Page 3 of 12 Last Updated: 1 st July 2016

4 That second looks like this: Go back to the normal Log In page and enter this Password just sent to you don t worry that it doesn t match the normal criteria. You will then be able to Log In OK. Please change your password straightaway to something that you can remember using the format of a mix of Capitals and numbers. You do that by clicking on your User Name near the top right hand corner of any ROBINS screen after you have logged in. If you hover the mouse over your name you will see it says Manage. Clicking on your name takes you to the following screen: Page 4 of 12 Last Updated: 1 st July 2016

5 Enter the password you used to Log In, enter the new password you want to use from now on twice, click Change password and the task is complete. Remember the password you choose must obey the following rules. Page 5 of 12 Last Updated: 1 st July 2016

6 B. Browser Problems/Filters 1. Why can t I see the reported income graphs in Internet Explorer 8? IE8 has a number of known problems working with the ROBINS website as detailed below. IE8 is now a very old browser and, along with Windows XP, the Operating System on which it works, is no longer supported by Microsoft. Consequently these issues will not be fixed because we expect the vast majority of users to be on a more modern browser such as IE9, 10 or 11, Google Chrome, Safari or Firefox. Issue Manage Box Sites Page Edit Users Page and Edit Income Page Comments Clicking on the sparkle line graph under Banked goes to a blank page. No graphs and no message when there is no money to show. Back button falls over with following message: ERROR. An error occurred while processing your request. Can carry on using the site by clicking on the menu tabs instead. 2. Why don t the Filters in Chrome and Firefox work? In Chrome some Users may find the filters work the first few times they use them and then suddenly stop working for no obvious reason. This is due to the way these programmes operate as a security feature. 3. Why aren t the Filters on each page retained after I look in more detail at an item on that page? It s time consuming and annoying having to put the filters back in again every single time. This issue will be reviewed in 2016, however the feasibility to see if a solution can be found is likely to be quite expensive. Attempts have been made, e.g. on the Order Page, to reduce the need for filters but it is still an issue, especially on the Manage Box Sites page. Page 6 of 12 Last Updated: 1 st July 2016

7 C. Income Viewing and Reporting 1. Can an indication be put on the Manage Box Site page to say when Income has been added or amended for a box? The best way to see what income has been added against any box is to look at the Reports / Income Per Box option. 2. Not all of the income I ve reported appears on the Order page. What s happened to the missing money? Income from one-off special events, Archived boxes and from collecting tins does not contribute to the income allowing you to order more badges. 3. Not all of my boxes are listed in the income I ve reported that appears on the Order page (when I click on + sign next to Total Income Logged in last 213 days ). What s happened to the other boxes? The income displayed on the Order page only includes income reported in the last 213 days. If you haven t reported any income against one or more of your boxes in that time then those boxes will not be displayed here. However, all your boxes will always be visible from the Manage Box Sites page. According to Charity Commission Guidance every box should have its income collected at least every 4 weeks so as long as that is done all your boxes will always appear here. 4. I can t see any of my boxes or income in the Income per Box report. All I can see is a total. How can I see my detailed data? The Income per Box report contains small + and -" boxes (for expand and contract) which need to be used to expand the information to see the individual Box Minders income per box. Click on the + sign next to your name. A similar + sign at the top of the report allows you to see the totals each month. 5. I banked my money at the weekend and now it doesn t match the reporting? If you bank money at a weekend AND its the end of the month, then the UK banking system doesn t record it as arrived until the Monday. So if you have money to bank at the end of the month, try and report/bank in the week or report the income as of the Monday instead. 6. What happens if I don t report my income on ROBINS? Every month the RSPB loads up the report we get on money banked using your PayPoint card and that data is compared with the income reported in ROBINS. Any User who has a discrepancy of greater than 10% between what they have Banked via PayPoint and what they have reported in ROBINS risks being put On Hold and so will be unable to order any badges. Similarly if Users don t Bank any income for 3 months they could also be put On Hold. The Area and Regional Coordinators will be sent a list of people On Hold so the situation can be resolved. Charity Commission Guidance expects that each site should be reported at least once a month. If that cannot be achieved then the sites may need to be closed or be handed over to a new minder who is able to bank the money more frequently. If the site genuinely isn t raising any money then the box needs to be moved. Whilst On Hold you can still access the website to add missing income, or to correct errors in the reported income. Once these problems have been resolved your Regional Coordinator will then be able to make you Active and you will again be able to place orders. 7. Why is the Add Income page pre-populated with a 0.00 entry? This is simply to make clear the format required when entering the income. The 0.00 is very easily over written with your actual figures. Page 7 of 12 Last Updated: 1 st July 2016

8 8. What is the Receipt Number for in the Add Income page? Do I have to use it? This is not currently a compulsory field but will become so in the future. When money is collected from a site, the person at the site should be handed a Site Receipt to confirm how much has been taken. Standard receipt books generally run from 1 to 100 so there will be inevitable duplication of the numbers, however the receipt will have been used at one site on one date so it should be possible to uniquely identify the required one if ever that becomes necessary. 9. What should I do with my Receipts? Keep all Site Receipts and PayPoint Receipts safe at home. They will provide the audit trail in the future if there is ever a query over what s been collected and reported. The RSPB is required to undertake random audit checks a number of times each year. If you are chosen then we will ask you to provide the receipts which we will match against the records on ROBINS and the information the sites are holding. 10. The collection tin isn t full when I visit, what happens if I don t bank income for collection pots for 3 months? Whilst the collection tins might not fill up in 1 month the money in them should still be collected just as frequently to minimise the risk of loss and to ensure every site is reported on every 4 weeks. If a box is left too long the site may think its been abandoned. 11. In some places income is described as banked, logged or reported. What do these different descriptions mean? Banked refers to money which has been paid in using your PayPoint card. Reported or logged both refer to money you add to the ROBINS system using the Add Income page. On the Manage Box Sites page we have a column called Logged and a sparkle line graph under it which you can click on to see what money was reported against that box. This graph is made up from the money you have Added to ROBINS, not from the banked, PayPoint data. Page 8 of 12 Last Updated: 1 st July 2016

9 D. Ordering Stock 1. I have a new box site and need a box and stock for it but obviously don t have any income yet. How can I order what I need? Just contact your local RSPB office and they will order you a starter kit (English or Welsh/English bilingual). This comes as a box, chain, and a pack of the most popular RSPB badges to get you started. 2. I have a Special Event coming up and need extra stock for it but can t order any because I haven t logged enough income. How do I get the badges I need? Badge stock is calculated on the income logged within ROBINS. However, orders for special events can be requested by the RSPB Regional Community Fundraiser to HQ. HQ will then place the order on your behalf. Please make sure you let the teams know in good time. 3. I placed an order on behalf of another user but haven t had any confirmation. What s gone wrong? When you place an order and select the delivery address the last field to enter is the address you want the order confirmation sent to. If that is left blank no can be sent. 4. I ve placed an order on behalf of another user but the number of badges I can order for myself now seems to have gone down. What s gone wrong? When ordering for somebody else you must use the View Users page and the Order button in the same row as the person s name. If you simply use the main Order Stock menu tab and then change the delivery address to the person on whose behalf you are placing orders, the badges you order will be allocated against your own permitted allocation based in the income you have reported. Only by using the View Users page and the Order button will the order total be allocated against the person on whose behalf the order has been placed and the number of badges you can order for them will be calculated from the income that THEY have reported. 5. An order I placed has been sent to the wrong address. What s gone wrong? When you get the confirmation of the order you have placed please double check that the delivery address detail is correct. If it is wrong please flag this up immediately so the reason can be investigated and the order sent to the right address. If the says one address but it was delivered to another please also flag that up immediately as it will indicate a major system fault needing immediate investigation. It is helpful to provide the order number when ing ROBINS as it is easier for us to find the exact order. 6. Why aren t there any images of the bags of 30 badges? These are mixed bags whose contents have been carefully selected to have a wide appeal and will change with the seasons. The contents of the packs will be available as a list in the FAQ section in case you want to check what is in them. All of the badges in the bags of 30 should be used in your boxes, so please dont take out any you dont personally like as you could be making it difficult for collectors to find the ones they want. We do not operate a credit system for any returned badges. Page 9 of 12 Last Updated: 1 st July 2016

10 7. How is the number of badges I can order calculated? The bottom line is that the more income you report in ROBINS the more badges you can order. It is expected that every box should raise a minimum of 25 every 7 months (213 days) and that each badge should raise, on average, a minimum of 60p. Using those figures, the number of "Active" boxes you currently have and how much income you have reported in the last 213 days ROBINS automatically calculates the number of badges you can have and rounds it up to the nearest 30. Thus even if the calculation says you can only order 1 badge you will be allowed to order a pack of 30. Please note that this is a ROLLING 213 day period and includes any income logged on the same day you place the order. ROBINS gives us the ability to identify poorly performing and enables quick and transparent decisions to be made about moving such boxes. Income from 214 or more days ago is not included in this calculation; similarly badges ordered 214 or more days ago aren t taken account of in the number of badges left that you can still order. For seasonal boxes the 213 day calculation means that income reported at the end of the previous season will be able to be used to order more badges, of the right types, at the start of the next season. It is strongly recommended that you place orders regularly after reporting your latest income to avoid losing that income. However, you should still only order the badges you really need, not just place orders because you can. The RSPB will keep a close eye on the amount reported vs amount of badges banked to ensure that these figures match. We also analyse the amount of stock ordered per person, per month to ensure that the average income per badge is kept above a set level. If your average income per badge is lower than expected then we will contact you to see if the box is in the right place or whether there is another issue to take into account. Page 10 of 12 Last Updated: 1 st July 2016

11 E. Managing Box Sites 1. I need to delete a site. How can I do that? To avoid losing valuable data no Box Site can be deleted from the ROBINS database. However it can be made Box Removed and a short explanation entered as to why. If a box has been set up by accident and will never have any useful data logged against it e.g. it is simply a duplicate of a box that already exists then let HQ know the details and they can ask Ark-H to remove the record entirely. To avoid such boxes getting in the way of the genuine boxes change the postcode to start ZZ and that will always put them at the bottom of the list shown in the Manage Box Sites page. Once a year we will arrange to archive any boxes without any reported income. 2. I have a box which is only put out for the summer season, is there anything I should do on ROBINS to show this? If you have a seasonal box or a box that is only used occasionally ie personal/friend donations, then please change the status of the box to Temporarily Inactive. When the site re-opens, or you have the event again you change the status back to Active. Leaving the box active but without any income for 3 months means this box would appear on that report and we would spend time trying to find out why. 3. I have a lot of box sites and don t find the order in which they appear helpful. How can I change this? It is recommended that no minder looks after more than 10 boxes and ROBINS has been designed around that number. Boxes are listed in order of Postcode which will group together ones in the same smallish area. The Filters can be used to identify a particular box if required (although see FAQ 8 on losing filters after each use). 4. Before we had ROBINS I used to use the Box Number to keep track of my boxes but this isn t available any more. Can the numbers be put back in? Before we had a single database for all the pin badge scheme regional variations meant Box numbers were not consistently used and there was no guarantee that the same number wasn t re-used in different Regions. For that reason ROBINS does not include the pre 2014 Box Number as a standard field. The ROBINS database itself now fulfils the Institute of Fundraising requirements for each site to be uniquely identifiable and to know exactly how much income was raised from each site 5. A Minder is giving up some or all of their boxes and I need to transfer them to a new Minder. What is the best way of achieving this without getting large discrepancies in the reconciliation reports of Banked vs. Reported Income? This is a CHANGE of advice to that previously given prior to 24/11/14. The existing boxes should be updated to status Box Removed, the date entered and the reason given as Transferred to new minder s name. New boxes at the same address then need to be created against the new minder. This is necessary to ensure we know who was minding which boxes when, to provide a clear audit trail. This approach also means that income logged against each box always stays with the person who originally reported it - it no longer moves when a box has been taken over by a new minder. Although it is more work to have to do it this way it also ensures there are no reconciliation report problems created by moving boxes to new minders. Page 11 of 12 Last Updated: 1 st July 2016

12 F. Managing Box Minders and Areas 1. I m an Area Coordinator and one of my team has changed their contact details. Why can t I change those details myself within ROBINS? Every ROBINS User also has to be on the RSPB Volunteer Management System (VMS). In an ideal world the two would be linked so a change in one updates the other. VMS is the Master system, consequently we need to manually update VMS FIRST and only then update ROBINS. Only RSPB offices can access VMS. 2. As an Area Coordinator it would be useful to see what badges my team have been ordering. Is that possible? This report is available from your Regional Community Fundraising Officer. 3. I need an existing Area Coordinator to take over another team as well. However when I change the name of the Area Coordinator to be that person they can t see any of the people or boxes in that Area, only the ones from their original Area. Why is this? ROBINS has been designed for each Area Coordinator to only run one Area, the Area that they themselves are part of. In this situation there are two possible solutions: Re-assign all the members of the second Area to the Area already run by the existing Area Coordinator. This is best when there is no intention of finding another Area Coordinator to take on the original one. Give the Area Coordinator a second log in using a fictitious VMS number which relates to their real one. E.g. if their real number is , make the second number (this number is so large it is highly unlikely ever to appear as a real VMS number in the future). For that second log in they can be put in the same Area as the second Area they are taking over and will then be able to see everyone in it. This is best when a new Area Coordinator will be found in the future, making it very easy for them to take over the retained Area structure. Once that happens the second Log In for the temporary Area Coordinator should be made Inactive. 4. Two existing Areas have been combined under one Area Coordinator but I can t delete the Area now no longer used. Can this be fixed? Please contact HQ who will organise this with the suppliers IT team. 5. A volunteer is going to be away for a while do I need to re-assign their boxes? The same rules apply as before. If it is up to a month then there is no need to do anything other than ensuring the volunteer catches up with their boxes as soon as possible after they return. Page 12 of 12 Last Updated: 1 st July 2016