This article provides an overview to help onboard and train volunteers on making phone calls using the Call of Service (COS) system.
It contains relevant information about the process and serves as a reference for staff who have questions about best practices and procedures. The article outlines the necessary tools and software requirements for each volunteer to successfully begin making calls.
Volunteer System Requirements:
- Desktop or laptop computer
- High-speed internet (preferably hardwired)
- Google Chrome
- USB headset
- OpenSimSim: https://opensimsim.com/
- Slack: https://slack.com/
Scheduling:
Scheduling volunteers is quick and easy with https://opensimsim.com/. This user-friendly platform has both a desktop site and smartphone app, with a free version available. Administrators can easily add and delete volunteers and shifts, while sending notifications to volunteers via push notifications and/or email. Volunteers can also self-select shifts, and the system displays daily hours to show how many are scheduled at any given time. Volunteers can be organized into groups, allowing administrators to send schedules to specific groups for multiple projects.
To get started:
- Go to https://opensimsim.com/
- Set up work groups
- Add volunteers to work groups via telephone or email address
- Post shifts for appropriate dates and times
- Send invites - volunteers can accept via email or SMS
- Administrators will receive notifications for accepted or declined invites
Communication:
Effective real-time communication is key when managing a group of volunteers. Slack (https://slack.com/) enables group or individual chatting. To add a new volunteer, simply enter their email address and name. Volunteers can use the desktop or mobile app to stay informed, ask questions, and request assistance. The user-friendly interface allows the group to collaborate on shared documents in real-time.
Dialer System:
Before volunteers can start making calls, each must be assigned a unique username and password. Under the management tab, select the "agent users" option to complete this setup.