The Service Support number is for on shift support that relates to an issue with an asset (van/pod) or a people related incident. This number is to be used for critical/urgent support to ensure a shift can continue running.

FAQ 

MyOS Questions

Answers

I can’t complete a shift report in MyOS

Please direct the volunteer to email volunteer@orangesky.org.au or volunteer@orangesky.org.nz with the details of shift eg. wash numbers, shower numbers, shift start time, shift end time, # of friends on shift just for a chat.

I can’t check in on shift through MyOS

Please direct the volunteer to email volunteer@orangesky.org.au or volunteer@orangesky.org.nz with the all volunteer names on shift, shift start time and shift end time.

General MyOS questions 

Please direct the volunteer to contact the Orange Sky team via

Australia: volunteer@orangesky.org.au or (07) 3067 5800

New Zealand: volunteer@orangesky.org.nz or +64 9 801 6455 

On Shift Questions

Answers

What is the safe word and how do I use it? 

Orange Sky’s safe word is Daphne. Simply work Daphne into a conversation. Some examples include “Hey Dave, have you seen Daphne?” or “Hey, is that Daphne over there?” 

The weather is looking bad. Do I need to cancel my shift? 

Unsafe weather affecting shift might include:

• Thunder and lightning
• High winds
• Torrential rain or flooding
• Fire or reduced air quality
• Extreme heat or cold

In the case of less severe weather such as light rain, we always aim to provide a service for friends if we can do so safely. 

If you are unsure, get in touch with your Team Leader or Service Leader for further advice. 

Can we run a shift with reduced volunteer numbers? 

Volunteer safety is the most important thing. The below safety considerations can be used to help confirm if a shift can still run safely.

Laundry or Hybrid Van - Min. 3 volunteers per van, or 5 volunteers for 2 vans on shift:

• If there are only 2 volunteers with 1 van, or 4 volunteers with 2 vans, ask the volunteer if they all feel comfortable staying on shift with heightened awareness
• If ALL volunteers feel comfortable to continue running shift, advise they can continue, but they are to ensure no volunteers leave shift early and to be extra aware of one anothers location at all times.
• If there are less than 2 volunteers with 1 van, or less than 4 volunteers with 2 vans, OR any volunteer doesn’t feel comfortable, the shift cannot run safely and will need to be cancelled. 

Pods, Indoor Laundry or Laundromat - Min. 2 volunteers

• If there is only 1 volunteer on shift, shift is to be cancelled and the volunteer is to safely return home
  
  
  

Friend/People Questions

Answers

A friend is distressed and requires support. How can I help them? 

Australia
The best resource to suggest is Ask Izzy - a website that lists every available service near you: https://askizzy.org.au/. While they wait for the laundry to be completed, perhaps you can jump on to the site together and find the best service near you. 

New Zealand
The best resource is Family Services Directory - a website that lists available services near you: https://www.familyservices.govt.nz/directory/ .  While they wait for the laundry to be completed, perhaps you can jump on to the site together and find the best service near you.

A friend is talking about suicide. What should I do?

Ask the person about suicide directly, e.g. "are you having thoughts of suicide?"

Stay with the person or leave them with someone responsible. Work with the person to keep them safe for now.

Call one of the below support options:

• Emergency 000 (Australia) or 111 (New Zealand);
• Lifeline 13 11 14 (Australia) 0508 828 865 (New Zealand); or
• Suicide Call Back 1300 659 467 (Australia)

A friend hasn’t returned for their laundry and we have finished shift 

Unfortunately, you are unable to take the friend's laundry with you. If you can, leave it with the service provider. If that isn’t possible, try to find a safe spot on site where the friend can find it. 

Pop in an incident report in MyOS so we have a record of where the laundry was left. 

There has been a friend altercation/people incident 

For any incidents on shift involving safety, first ensure everyone is safe. If not, direct volunteers to move to the assigned safe places and to call emergency services if required. If they are unsure of the safe places, ask them to move away from the shift location together as a group.

Once everyone is safe, request the volunteer to submit an incident report in MyOS to trigger the escalation protocol.

I’ve had a difficult experience on shift and need emotional support

All Orange Sky volunteers can access our Volunteer Employee Support Program (VESP), a confidential support program providing free mental health support services on:

Australia: 1800 808 374

New Zealand: 0800 808 374

Your fellow volunteers, Team Leader or Service Leader are also a great resource to talk to. 

Other Questions

Answers 

Contractor calling asking for payment/providing an update regarding a service or repair related to an asset. 

For example, a mechanic needing payment for a tyre repair. 

Please direct the contractor to email Orange Sky with the details of their query, or call Orange Sky during business hours (Monday - Friday, 9am-5pm AEST).

Australia: operations@orangesky.org.au or (07) 3067 5800

New Zealand: operations@orangesky.org.nz or +64 9 801 6455

Miscellaneous enquiries, such as:

• I haven’t received my uniform/another volunteer on my shift never received a uniform 
• I can’t make my next shift
• I can’t access WhatsApp 

Please direct the volunteer to email Orange Sky with the details of their query, or call Orange Sky during business hours (Monday - Friday, 9am-5pm AEST).

Australia: volunteer@orangesky.org.au or (07) 3067 5800

New Zealand: volunteer@orangesky.org.nz or +64 9 801 6455