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I'm alone on my shift or someone is missing. What should I do?

1943 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jun 10, 2025    Staffing

 

There should always be at least one other person on AskAway with you. If you're alone or short-staffed, your colleagues and the Admin Centre are here to help.

Daytime shift during the week
Evening or weekend shift
No one has arrived for the next shift

 

Daytime shift during the week (Monday-Friday 9am-5pm PT)

  1. Send out a call for help using the Daytime Short-staffed button on the AskAway staff site.

    • ​​This button can be used to send a message to the service providers listserv to let your colleagues know you are alone or short staffed

    • To send out the message, click on the button, enter the email address associated with your account on the AskAway website, and hit the 'Send!' Button to send out a call for assistance to the list.

      • The message will read: “"Hello, AskAway is currently short-staffed. Is anyone available to log on and assist? Thanks! [Your name]"

  2. If nobody jumps on to help, reach out to the Admin Centre for additional support.

  3. If these steps don't work out or if at any time you're overwhelmed, use the Swamped button to request help from the service providers list.

  4. Always let the Admin Centre know if an institution is missing so we can follow-up.

 

Evening or weekend shift (Weekday after 5pm PT, Saturday, Sunday)

  1. Use the Short-staffed (evenings and weekends) button to send a message to the evenings-weekends@askaway.org list to let them know you're alone or short-staffed

    • Click the button, enter the email address associated with your account on the AskAway website, and send out a call for assistance to the list

    • The message will read: "Hello, AskAway is currently short-staffed. Is anyone available to log on and assist? Thanks! [Your name]"

    • Note: You must be subscribed to the evenings-weekends list to use this button and send a message to the list

  2. If no one jumps on to help, call or text the Admin Centre (Note: use Evenings & Weekends Emergency contact – Admin Centre email is not checked after office hours)

  3. If these steps don't work out or if at any time you're overwhelmed, use the Swamped button to request help from service providers

  4. Always let the Admin Centre know if an institution is missing so we can follow-up

For strategies to manage chats while you wait for help to arrive, see the FAQ "How can I make my shifts easier during busy times?".

 

No one has arrived to staff the next shift

If your shift is ending and no one has arrived to staff the next shift, follow these steps:

  1. When you end your shift, try your best to call for help and notify the Admin Centre before you sign out:

    1. Use the appropriate short-staffed button (either Daytime or Evenings and Weekends) to send a message to the list to let them know the service is short-staffed
    2. Contact the Admin Centre to notify them (use the appropriate contact information depending on day and time of day)
       
  2. When your shift is over, there is no expectation for you to stay on until another service provider has arrived. You can sign out.

    • ​It is up to you if you stay past the hour. Ask your local coordinator if you have questions about this.