Next Level Service Support

Next Level Service Support Pilot

What is the purpose of Service Support? 
The Service Support line is a dedicated connection for volunteers to call for additional assistance during shifts. It is designed not just to address technical issues, but to offer support through reasonable troubleshooting actions, and to help minimise disruptions to shift. This service aims to ensure you have the help and support you need to continue your valuable work of connecting with friends doing it tough.

What will change for me with Next Level Service Support Pilot? 
The only change for you during this pilot phase will be that you'll be speaking to a new person from FoneMax, who is fully trained and equipped to support you on shift.

Will the phone number for Service Support change?
No. You will continue to call Service Support on 0488 851 113 (AU) and 0800 002 122 (NZ).

Who is FoneMax and why did we choose to partner with them?
FoneMax is a 100% Australian based company, who are fully-trained in Orange Sky shift and troubleshooting processes. We are partnering with FoneMax on a trial period, to provide all Orange Sky volunteers across Australia and New Zealand with comprehensive support to access on shift.

What are the support hours during the pilot phase?
During the pilot phase, beginning Monday 9th September 2024, support from the FoneMax team will be available on weekdays from 6:00am to 9:00am and from 5:00pm to 9:00pm, and from 6:00am - 9:00pm (all AEST) on weekends and public holidays. During regular office hours of 9:00am - 5:00pm, the Orange Sky Operations Support Team will continue to provide Service Support.

How can I provide feedback?
You can provide feedback after your call with a FoneMax team here. As always, please email us directly at volunteer@orangesky.org.au (AU) or volunteer@orangesky.org.nz (NZ) if you'd like to connect with someone.

Will the Service Support line be available 24/7 in the future?
Our goal is to transition the Service Support line to be operational 24 hours a day, ensuring support is always accessible to volunteers on every shift in both Australia and New Zealand.

What number do I call now to chat with an Orange Sky team member about non-shift related queries?
You can call our team on our office phone line (07) 3067 5800 (AU) or +64 9 801 6455 (NZ) during office hours of 9:00am - 5:00pm (AEST)

FoneMax Experience & Feedback

Our highest priority is ensuring that you feel supported and confident as a volunteer whilst on shift. If you have recently called Service Support during the pilot phase and spoke to someone from the FoneMax team - please share your feedback and experience of the call with us through this survey.