Ontrak – 1770 – Calculating Infinity

Caller type(Required)

Candidate running late

Candidate calling in sick

Client requires shift cover

Client has a complaint

Candidate has a complaint

Candidate wants to swap shifts

Client's name

First Last

Name of candidate who wants to swap

First Last

Establish with the caller the following:

Have the office roster team been informed? If yes, the office will deal with in the morning

Is this shift swap request in the next 24 hours or can the office deal with it?

The shift is for starts before the office opens

The shift swap – part II

They have agreed with a fellow candidate to cover their shift, the office and station oncall need to be call – Norango to action

They have not agreed for someone to carry out the swap

Name of candidate

Encourage the candidate to stay on shift, but use primary email address to take details of their complaint and Aimee/Ashley will pick it up in the morning.

Which client is it?

AGA

GTR Southern

Southeastern

What service do they want covered?

Gateline

Customer Service

Ticket office

Train dispatch

Revenue protection

FOR GTR CLIENTS ONLY – Is this a GTR client looking to cover Train Dispatch?

Yes – Continue looking for GTR train dispatch cover

No – Apologise to the GTR caller and advise that new shift requests can only be fulfilled when their is a written request made to our roster team who are available M-F 9-5pm.

N/A – It is AGA or Southeastern

Please end the call and update the log

Name of station

What is the complaint about?

Attitude – see if the employee can stay on shift?

Safety – Do they need to remove them from shift?

Other

Date of shift

Start time of shift

Shift end time

Now end the call and attempt to find cover

Politely ask if they are sure they cannot work the shift, as it will be very difficult to get cover at this stage

Candidate will carry on with the shift

Candidate claims they are too unwell to work. Details of sickness have been given to Norango

Caller is too sick to work

Ask if which client they work for (AGA/GTR/Southeastern)

Ask what is the name of the station?

What is their shift start and end time?

What are they doing there, i.e. Gateline

End the call. Go to the Google doc on CRM, and filter on Employee details tab for suitable candidates to replace this person

Now check the rosters to see if these potentials are eligible to work

Call all potential candidates 3 times, leave vm for first call only

If no response in 15 mins, call Ontrak oncall

Steps to take when calling candidates

Filter on Employee details on google doc in CRM, so you can see all candidates for the “client base”, the “location”, and the “trained in”

Compare these filtered results against the rosters, to make sure they are not already working

Check the vacation list to see if they are on holiday

For each candidate now remaining, call them 3 times. First time leave a VM, call 2 and 3, do not

15 minutes later, if no response, call the Ontrak on call armed with your updates and ask for the any further instructions

Follow the oncall’s instructions, and update log

Will the candidate be more than 15 mins late?

Yes

No – Update log and thank them for letting us know.

Now end the call and update call log

Have you found someone to cover the shift?

Yes – Update log and call station on call, details found on the CRM google doc

Not yet – Call the Ontrak oncall to update them with your actions so far, and ask for further advise

No – Call the Ontrak on call who will advise if we can contact the station oncall

Candidate will be more than 15 mins late(Required)

Establish where the caller is working, station and service (i.e. what are they doing, Gateline)

When should they be starting

What is their ETA

Hang up with caller, update the call log and go to Station on call sheet on CRM, and update the station oncall with the above information

Update the call log

Agents Comments