Service Provider FAQs

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

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 (Monday-Friday 9am-5pm)

1. Check the schedule. Which library should be staffing?
2. If you're comfortable, contact the local coordinator and politely ask if someone can log on
   • Each library's policy page has contact information for their local coordinator (scroll to the bottom)
3. If you're not comfortable or you don't get a response from the library, contact the Admin Centre by phone or email
4. If no one is available and the service is overwhelmed, use the Swamped button to request help from service providers
5. Always let the Admin Centre know if an institution is missing so we can follow-up

Evening or weekend shift (Weekday after 5pm, 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]"
2. If you don't receive a response quickly, move to the next step
3. 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)
4. 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
5. 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?"