Service Provider FAQs

I'm unable to staff my AskAway shift. What should I do?

If you're unable to staff your AskAway shift, please find coverage either at your library or from among AskAway service providers.

If you're unable to staff on very short notice, for example due to an unplanned network outage or sudden illness, please contact your local coordinator or the Admin Centre. The Admin Centre will do our best to notify service providers via Campfire and/or put a message out to the list.

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

1. Work with your local coordinator to see if someone at your library can cover for you.
2. If no one is able to cover, put the request out to the service providers list (serviceproviders@askaway.org) to ask if someone at another library can cover or trade the shift.
3. Once your shift has been covered, it's good practice to send a follow-up message to the list, so that folks don't continue to contact you

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

Please see the shift trade protocols for evening and weekend service providers.

Note for institutional queue staffing: For additional support for students, an institution may choose to staff their institutional queue in addition to their shifts on the collaborative service. These shifts do not count towards AskAway staffing commitments. If you require coverage for shifts staffing your institutional queue (but not the collaborative AskAway service) please communicate with your local coordinator or other service providers internally.