Team Workflow Management for Supervisors

Guide to monitoring real-time operations, managing staff, and ensuring optimal helpline coverage.

Real-Time Operations Monitoring

Accessing the Wallboard

Navigation: Click "Wallboard" in the left sidebar

What Is the Wallboard?
A real-time display showing current counsellor activity, call queue status, and team performance metrics.

Counsellors Online Section

Displays:

• Number of counsellors currently online (e.g., "6" counsellors)
• Individual counsellor status
• Call handling metrics
• Real-time activity

Table Columns:

• Ext. - Extension number
• Name - Counsellor name
• Caller - Current caller number (if on call)
• Answered - Total calls answered today
• Missed - Calls missed today
• Talk Time - Current call duration
• Queue Status - Current activity state
• Duration - Time in current status

Understanding Queue Status

Status Indicators:

🟢 OnCall (Green)

• Currently speaking with caller
• Duration shows how long on current call
• Monitor for unusually long calls

🟡 Wrapup (Orange)

• Completing post-call documentation
• Standard time: 2-5 minutes
• Watch for excessive wrapup time

⚪ Available (Gray)

• Ready to receive calls
• Waiting for next caller
• Idle time tracked

Status Colors Help You:

• Quickly identify who's busy
• Spot coverage gaps
• Monitor workload distribution
• Identify potential issues

Calls in Queue Section

Shows:

• Number of callers waiting
• Extension/number waiting for
• Caller phone number
• Wait status (Connected, IVR, etc.)
• Wait duration

Example:

Calls in Queue: 0  ← No one waiting (good!)
Calls in Queue: 3  ← 3 callers waiting (need to monitor)
Calls in Queue: 10 ← High volume (action needed)

Monitoring Team Performance

Key Metrics to Watch

Real-Time Indicators:

Metric	Green	Yellow	Red
Queue Size	0-2 callers	3-5 callers	6+ callers
Wrapup Time	❤️ min	3-5 min	>5 min
Available Counsellors	3+ available	1-2 available	0 available
Answered vs Missed	>95% answered	90-95% answered	<90% answered

Identifying Issues

Red Flags:

• Multiple counsellors on long calls simultaneously
• Consistently high missed call rates for one counsellor
• Extended wrapup times (>5 minutes repeatedly)
• No available counsellors during busy periods
• Growing call queue

Immediate Actions:

• Contact counsellor if issue is urgent
• Reassign tasks if someone needs backup
• Bring additional staff online if available
• Document patterns for staffing adjustments

Throughout the Day

Morning (Shift Start):

• Verify all scheduled staff are online
• Check extension assignments
• Review any handover notes from previous shift
• Brief team on priorities for the day

Mid-Day:

• Monitor queue levels during lunch breaks
• Ensure staggered breaks for coverage
• Check in with counsellors handling difficult cases
• Address any emerging issues

End of Day:

• Review day's metrics
• Note any incidents or concerns
• Prepare handover for next shift
• Ensure all counsellors complete documentation

Managing Staff

User Management

Navigation: Click "Users" in the sidebar (Admin access required)

User List Overview

Information Displayed:

• Username - Login ID
• First Name & Last Name - Full name
• Phone - Contact number
• Email - Email address
• Extension - Phone system extension
• Role - Permission level
• Is Active - Account status (Yes/No)
• Created On - When account was created

User Roles

Available Roles:

• Counsellor - Frontline operators
• Supervisor - Team leads (you)
• Case Manager - Case oversight
• Case Worker - Field staff
• Partner - External organization access
• Media Account - Communications team
• Administrator - System admin (full access)

Role Determines:

• What they can see
• What they can edit
• Who they can manage
• Reports they can access

Creating New User Accounts

When You Need To:

• New hire onboarding
• Temporary staff for busy periods
• Replacement for departed staff
• Role changes/promotions

Steps:

1. Click "+ New" button (top right)
2. Fill in user information:
   • Username (unique, no spaces)
   • First and Last Name
   • Phone number
   • Email address
   • Extension number
   • Role (select appropriate level)
3. Set temporary password
4. Mark as Active
5. Save

New User Checklist:

• [ ] Account created
• [ ] Login credentials sent securely
• [ ] Extension configured in phone system
• [ ] Added to team schedule
• [ ] Training completed
• [ ] Shadow shift completed
• [ ] First solo shift observed

Editing User Accounts

Common Updates:

• Change extension number
• Update contact information
• Modify role/permissions
• Activate/deactivate account
• Reset password

To Edit:

1. Click on user in the list
2. Modify necessary fields
3. Save changes
4. Notify user of any changes

Deactivating Users

When Staff Leave:

1. Open their user profile
2. Set "Is Active" to "No"
3. Save changes
4. User can no longer log in
5. Their data remains in system for records

Important: Don't delete users - deactivate them. This preserves:

• Case history
• QA records
• Performance data
• Audit trails

Staff Scheduling

Coverage Requirements

Minimum Staffing Levels:

• Peak hours (10am-6pm): 4-6 counsellors
• Off-peak hours: 2-3 counsellors
• Night shift: 1-2 counsellors (if 24/7)
• Always have supervisor available

Considerations:

• Call volume patterns
• Day of week (weekends may differ)
• Special events or campaigns
• Staff experience levels (mix experienced with new)

Creating Schedules

Best Practices:

• Post schedule 2 weeks in advance
• Rotate shifts fairly
• Consider counsellor preferences
• Plan for breaks and lunch
• Build in overlap for handovers
• Have backup staff identified

Schedule Format Example:

Monday, Oct 2:
8am-4pm: Maria (Ext 187), John (Ext 144)
12pm-8pm: Sarah (Ext 133), Lyn (Ext 239)
Supervisor: You (Ext 250)

Managing Time Off

Approval Process:

1. Counsellor requests time off
2. Check schedule coverage
3. Approve if adequate coverage
4. Update schedule
5. Notify team of changes

Balance:

• Staff wellbeing (approve reasonable requests)
• Service needs (maintain coverage)
• Fairness (equal opportunity for time off)

Handling Escalations

When Counsellors Need Help

Common Escalation Scenarios:

• High-risk case (immediate danger)
• Uncertain how to proceed
• Difficult or abusive caller
• Technical system issues
• Personal crisis during shift

How Counsellors Reach You

Methods:

• Internal messaging/chat
• Phone extension
• Emergency button (for urgent situations)
• In-person (if on-site)

Response Time Expectations:

• Emergency: Immediate (within 1 minute)
• High priority: Within 5 minutes
• Standard questions: Within 15 minutes

Responding to Escalations

Step 1: Assess Urgency

• Is child in immediate danger? → Call emergency services
• Does counsellor need immediate help? → Drop everything
• Can it wait 5 minutes? → Finish current task first

Step 2: Take Action

• Listen to counsellor's concern
• Review case if needed
• Provide clear guidance
• Take over call if necessary
• Document the escalation

Step 3: Follow Up

• Debrief with counsellor after
• Check if they need support
• Update case notes
• Report to management if needed

Supporting Staff Wellbeing

Recognizing Stress and Burnout

Warning Signs:

• Increased absenteeism
• Declining QA scores
• Short temper or irritability
• Disengagement from team
• Rushing through calls
• Mistakes in documentation

Causes of Stress:

• High call volume
• Difficult cases (abuse, death)
• Feeling helpless
• Lack of support
• Poor work-life balance

Providing Support

Daily Support:

• Check in with each counsellor
• Encourage breaks
• Create safe space to debrief
• Acknowledge difficult calls
• Celebrate successes

Structured Support:

• Regular one-on-ones (bi-weekly minimum)
• Team meetings (weekly)
• Debriefing sessions after traumatic cases
• Access to counseling services
• Team building activities

When to Refer for Professional Help:

• Persistent symptoms of depression or anxiety
• Significant changes in behavior
• Talk of harming self or others
• Inability to function at work
• Substance abuse signs

Team Meetings and Communication

Weekly Team Meetings

Agenda Template:

1. Metrics Review (10 min)

   • Call volumes
   • QA scores
   • Team achievements

2. Case Discussions (15 min)

   • Complex cases
   • Learning opportunities
   • Protocol updates

3. Team Updates (10 min)

   • Schedule changes
   • New policies
   • Training opportunities

4. Open Discussion (15 min)

   • Concerns or questions
   • Suggestions for improvement
   • Peer recognition

Best Practices:

• Start and end on time
• Create safe space for honest discussion
• Encourage participation from all
• Follow up on action items
• Rotate note-taking responsibility

Daily Huddles

Quick 10-Minute Stand-Up:

• Any high-priority cases to watch
• Staffing or coverage issues
• Quick wins to celebrate
• Questions or concerns

When: Start of each shift

Communication Channels

For Urgent Issues:

• Phone/extension
• Emergency alerts
• In-person

For Non-Urgent:

• Team chat/messaging
• Email for documentation
• Staff bulletin board

Managing Different Channels

Phone Calls (Primary Channel)

Monitoring:

• Real-time wallboard tracking
• Call duration alerts
• Missed call reports
• Peak time analysis

Optimization:

• Adjust staffing to call patterns
• Route calls efficiently
• Minimize hold times
• Ensure adequate coverage

Other Channels

Navigation: Click "Other Channels" in sidebar

Available Channels:

• SMS/Text messages
• Email inquiries
• Social Media (Facebook, WhatsApp)
• Chatbot interactions

Your Role:

• Monitor response times
• Ensure channel coverage
• Track channel-specific metrics
• Escalate technical issues

Assignment Strategy:

• Dedicated staff for each channel (if volume justifies)
• Or rotation system where counsellors cover multiple channels
• Always have backup coverage

Performance Management

Setting Expectations

Clear Standards For:

• Response times (answer within X rings)
• Case documentation (complete within 24 hours)
• QA scores (minimum 80%)
• Attendance and punctuality
• Professional conduct

Communicate Standards:

• During onboarding
• In writing (handbook)
• Regular reminders
• Performance reviews

Tracking Individual Performance

Key Metrics Per Counsellor:

• Calls handled (quantity)
• Average handling time
• QA scores (quality)
• Missed call rate
• Case completion rate
• Attendance record

Review Frequency:

• Informal check-ins: Weekly
• Formal one-on-ones: Bi-weekly
• Performance reviews: Quarterly
• Annual comprehensive review

Addressing Performance Issues

Early Intervention:

1. Notice the pattern
2. Discuss with counsellor privately
3. Understand root cause
4. Create improvement plan
5. Set clear timeline
6. Provide support and resources
7. Follow up regularly

Performance Improvement Plan (PIP):

• Specific issues identified
• Measurable goals set
• Timeline for improvement (typically 30-60 days)
• Regular check-ins scheduled
• Consequences if no improvement
• Documentation of all steps

Progressive Discipline (if needed):

1. Verbal warning (documented)
2. Written warning
3. Final warning
4. Termination (following HR policies)

Recognizing Excellence

Ways to Recognize:

• Public praise in team meetings
• Private thank you notes
• Employee of the month
• Small rewards/gift cards
• Professional development opportunities
• Recommendation letters

What to Recognize:

• High QA scores
• Going above and beyond
• Helping team members
• Creative problem-solving
• Positive client feedback
• Consistent reliability

Shift Handovers

Effective Handovers

Information to Share:

• Current queue status
• High-priority cases in progress
• System issues or outages
• Staffing changes for next shift
• Any urgent follow-ups needed

Handover Format:

Date: Oct 1, 2025
Outgoing Shift: 8am-4pm
Incoming Shift: 4pm-12am

Status:
- 6 counsellors online
- 2 calls in queue
- All systems operational

High Priority Cases:
- Case #12345: 10yo girl, possible abuse, police report filed,
  follow-up call scheduled for 6pm today
- Case #12346: Suicidal teen, referred to crisis center,
  awaiting confirmation

Notes:
- Network was slow 2-3pm, resolved
- Maria (Ext 187) handling difficult case, may need support
- John (Ext 144) leaving early at 3pm for appointment

Next Shift Lead: Sarah

Documentation

Where to Document:

• Shift log (shared document)
• Handover sheet (physical or digital)
• Team chat channel
• Email to next supervisor

Keep It:

• Brief but complete
• Organized and clear
• Accessible to next shift
• Updated throughout shift

Crisis Management

Types of Crises

Operational Crises:

• System outage
• Phone system down
• Understaffing (call-outs)
• Overwhelming call volume

Individual Crises:

• Counsellor experiencing personal emergency
• High-risk case requiring immediate action
• Workplace safety issue
• Threat to staff

Crisis Response

Immediate Actions:

1. Assess situation severity
2. Ensure safety first (staff and callers)
3. Implement contingency plan
4. Communicate clearly with team
5. Escalate to management if needed
6. Document everything

Communication During Crisis:

• Brief, clear updates
• Multiple channels (don't rely on system that's down)
• Reassure staff
• Provide clear instructions
• Follow up frequently

After Crisis:

• Debrief with team
• Document lessons learned
• Update contingency plans
• Provide support to affected staff
• Report to management

Contingency Planning

Common Scenarios and Plans

System Outage:

• Manual call logging procedures
• Paper backup forms ready
• IT contact information accessible
• Communication plan for team
• Enter data when system returns

Understaffing:

• On-call backup staff list
• Cross-trained supervisors can take calls
• Prioritize critical cases
• Adjust service hours if needed
• Communicate with callers about delays

High Volume:

• Bring in additional staff
• Extend shifts (if possible)
• Implement overflow procedures
• Prioritize by urgency
• Consider callback system

Power Outage:

• Backup location identified
• Mobile phones as backup
• Generator (if available)
• Remote work options
• Rescheduling protocol

Reporting to Management

Regular Reports

Weekly Summary:

• Call volume statistics
• Staffing levels
• Key incidents
• Training completed
• Issues requiring attention

Monthly Report:

• Team performance metrics
• QA summary
• Cases handled by category
• Staff attendance
• Training needs
• Budget implications

Quarterly Review:

• Trend analysis
• Goal achievement
• Team development
• Process improvements
• Strategic recommendations

Ad-Hoc Reporting

Report Immediately:

• Serious safety incidents
• Data breaches or security issues
• Staff misconduct
• Major system failures
• Media inquiries
• Legal concerns

Quick Reference

Daily Supervisor Tasks

Start of Day:

• [ ] Check wallboard - all staff online?
• [ ] Review handover notes
• [ ] Check for urgent cases
• [ ] Brief team on priorities

Throughout Day:

• [ ] Monitor wallboard regularly
• [ ] Respond to escalations
• [ ] Support counsellors
• [ ] Track metrics

End of Day:

• [ ] Complete shift log
• [ ] Prepare handover
• [ ] Document incidents
• [ ] Review tomorrow's schedule

Key Performance Indicators

Metric	Target	Alert If
Queue Size	0-2	>5 callers
Answer Rate	>95%	<90%
Avg Wrapup Time	❤️ min	>5 min
QA Score	>85%	<80%
Staff Utilization	70-85%	<60% or >90%

Tools and Resources

System Access:

• Wallboard for real-time monitoring
• User management for staff administration
• QA system for quality reviews
• Reporting dashboards for analytics

Documents:

• Staff handbook
• Emergency procedures
• Contact lists
• Training materials
• Performance templates

Support:

• IT help desk
• HR department
• Management team
• UNICEF mentors

Getting Help

Operational Issues:

• IT support for technical problems
• Management for policy questions
• HR for personnel issues

Professional Development:

• Supervisor training programs
• Peer supervisor network
• Industry conferences
• Online resources

Next Steps

• Quality Assurance Monitoring - Conduct effective QA reviews
• Reporting Dashboards - Analyze team performance data

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Remember: Your role is to enable your team to do their best work. Support them, guide them, protect them, and celebrate them. A strong supervisor creates a strong team, and a strong team saves lives.