Being an operator: step by step

Check what you need to do to be a support line operator

Step 1 – Check you can do training

Step 2 – Register as a support line volunteer

Your Red Cross manager will contact you about becoming a support line operator

Step 3 – Read before your training

Read these pages before your training session:

Step 4 – Training over video call

Your training session will be led by BRC experienced operators.

The sessions will take place over Zoom video calls:

And – Read information from your training

This is the information covered in training:

Step 5 – Sign up for shifts

You can only sign up for shifts when you complete training.

Sign up for shifts

Step 6 – Before your shift

Prior to each shift you need to:

  • Check the Pages Update and Briefings Update pages in the Operator Manual for any updates
  • Unmute the Official NSL WhatsApp group (click on three dots top right of mobile phone screen)
  • Attend the briefing via zoom – joining details in the Operator Manual – Shift Briefings page > Briefing and Debriefings.
    If you join partway through a shift the Supervisor may brief you over the phone (Mitel) rather than in Zoom.
  • From your favourites (little star on top right of your screen) you will need to:
    – Log into the Mitel phone system (some operators log into this prior to the briefing and show themselves as – yellow “busy meeting” and change to available – green after the briefing)
    – Log into OneLogin to access the Dynamics 365 tile on the OneLogin homepageĢ¶
    – Have the Operator Manual tab visible

Step 7 – Set up your phone ready to answer calls

Step 8 – Answer calls to the support line

Step 9 – Take a break, if you need one

Work of this nature has the potential for being upsetting and stressful. Take breaks, rest and talk to others.

Step 10 – Record information from calls

Information from calls will help in getting people further support, if needed.

Step 11 – After your shift

  • Log out of the Mitel phone system
  • Log out of Dynamics 365
  • Log out of OneLogin
  • Attend the de-briefing via zoom – joining details in the Operator Manual – Shifts and Briefings page > Briefing and Debriefings.
    If you join partway through a shift the Supervisor may debrief you over the phone (Mitel) rather than in Zoom.
  • Destroy any notes you may have taken
  • Delete any numbers that may show in your phone history
  • Delete messages in the official WhatsApp group and mute the group