How to Take an Offsite Shift

Prerequisites

A space where you can focus and have your resources ready
Web browser to use Zoom contact center
Your Whatsapp for communication
An approved shift schedule via our schedules spreadsheet:
- Practicumers: https://docs.google.com/spreadsheets/d/15IKJrj4Xr_5paeJtGwjHnFYrkvB4Olsd81z8K6YAr2U/edit?pli=1&gid=146338756#gid=146338756
- Volunteers and Interns: https://docs.google.com/spreadsheets/d/17A6KBo-IrT2a9_KPZc4B8GQy9U7TwkQ7CR-9TUYgGFM/edit?gid=2105696839#gid=2105696839

Zoom Contact Center - VOLUNTEER Guide

Let us know that you're ready to take calls!

Send a message in the Whatsapp GC.
You can say something as simple and straightforward as "logging in, can I ask for the code?".

Shift etiquette

When needing to step away from your computer for a quick break, no need to log out of the app. Just leave a comment on your Sling login post to give us a heads up, and update us as well once you're back. (This helps us keep track of missed calls.)
Report all calls received to help us gather accurate data for our monthly statistics.
Integrate with the In Touch community! Reach out to fellow responders to secure and share support.

End-of-shift reminders

Double-check the details of your calls through call history.
Log out of your Zoom Web App and close it to ensure that you are completely logged out.
Send a message in the group chat to let us know you've logged out, including the number of calls you received. For example:
- "Logged out. Received (2) Helpline Support calls, (1) Info call, (1) Missed call"
If you have anything to endorse to your fellow responders, don't forget to send a message in the GC or to a staff responder.
Submit all intake reports for regular calls within 24 hours. For escalated calls, submit the report as soon as possible.
Debrief or practice self-care afterwards!

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