Starting your shift

• Fill out date and start time on your Activities Record.


• Put your name tag on
.

• Check in with volunteers leaving their shift about problems or work they need to pass on
.

Ending your shift

• Fill out end time on your Activities Record and details of your activities.


• Leave your name tag in the basket.


• Tidy up: loose bits of paper, take recycling cans, bottles to outside of kitchen door.


• Make any changes to your schedule on the whiteboard calendar.

Duties

Your first priority is to help people who come into the office:

• Be aware and willing.
• If you are on the phone, acknowledge the person waiting and tell the person you are on the phone with that you will call them back shortly.
• Do not answer the phone when you are in the middle of helping someone in the office.

Your second priority is to log voicemail messages into Request Tracker.

Your third priority is to work on resolving problems with the oldest LastAction date in the Request Tracker.

Your fourth priority is to answer incoming telephone calls and log your activities in Request Tracker.

Co-ordinate these activities with your co-workers to ensure all bases are covered, especially greeting walk-ins!

Be aware of sudden or developing systems problems: if several people call in with a similar problem within a short period of time, it may be a sign that we have a problem with the server, and you should make a staff person aware of the details.

Volunteer Manual Table of Contents