TEMPLATE: Shift/SERVICE PREFIX/SUBURB - Shift Name | Days | 1am - 1pm

The article is to be used by the HQ Operations Team when exploring a new shift lead and if it progresses, all steps to activate and go live. Each section represents a task in Asana and the instructions for that component of the process. Use the table of contents to the right of the screen to navigate to the relevant section of the process.

Create New Shift Lead Task (OSO/RC)

Leads on potential new shifts may come through via an email, phone call to HQ, our volunteer or friend community, or from our interactions with volunteer leaders.

1. Search for any existing/old shift lead tasks relating to SP/Shift - if you find an old task for the shift/location, add it as a subtask on the new lead task that you create
2. Go to Impact AU & NZ or Operations Support project 
3. Scroll to 'Templates to Duplicate' section
4. Confirm what the lead is for e.g. regular shift, pop up shift, 3rd party provider, CRS shift, van base 
5. Open up the template task for the specific type of lead you want to create
   - e.g. TEMPLATE: Shift/SERVICE/SUBURB - Service Provider DAY/TIME
6. Click 3 dots in top right corner of template task
         - Select 'Duplicate Task'
         - Click 'Create New Task'
         - The duplicate will automatically appear underneath the template task you duplicated
7. Open up duplicate task > remove from Impact AU & NZ & Operations Support project and add task to 7.2 of the service location project e.g. Melbourne
8. Once added to service location project, edit the task to suit your lead and follow below steps

Service Provider Lead, Record & Readiness (RC)

Prior to the 'activation', the following steps are required to be completed to ensure it is set up correctly. 

The required process

1. Service Provider Initial Lead Received 
2. Service Provider EOI completed
3. Service Provider AT record completed
4. Service Provider meeting and site visit completed 
5. Assessment and decision of shift viability and readiness > Refer to: https://guide.portal.orangesky.org/docs/determine-shift-viability
6. OSO activation

Service Provider - Lead, EOI, AT record & Connect

Initial Lead Received & Acknowledged 

The Service Provider enquiry comes through either:

• The website

• Contact with the RC or another OS Employee or volunteer

Acknowledge the receipt of the enquiry and send the EOI form for completion. 

Send & Receive Air Table Expression of Interest Form, OR, RC to complete either in the form link below or directly in the Airtable Impact Base. 

Expression of Interest Form - https://airtable.com/appNKIJy5QHSXWkP8/pagpiLeemw6WaEDER/edit

OPs Impact Base (Master View List) - https://airtable.com/appNKIJy5QHSXWkP8/tblcuKkszxAz2n1q0/viwdr8JTvvX2pZwnx?blocks=hide

Expression of Interest form completed

Send & Receive Air Table Expression of Interest Form, OR, RC to complete either in the form link below or directly in the Airtable Impact Base. 

Expression of Interest Form - https://airtable.com/appNKIJy5QHSXWkP8/pagpiLeemw6WaEDER/edit

OPs Impact Base (Master View List) - https://airtable.com/appNKIJy5QHSXWkP8/tblcuKkszxAz2n1q0/viwdr8JTvvX2pZwnx?blocks=hide

Update AT record & add links to task description box

• Complete the details of the Service Provider in the Airtable "Impact Base" (Provided through the EoI or RC details completed)
• Copy and paste the AT link for the Service Provider into here and in the main shift task

Initial Connection with SP's (Online Video Call or in Person)

• Connect with the Service Provider, either by setting up a video call, or in person where possible. (RC)
• In the connection activity provide details of how shifts work and gather information needed for the shift viability assessment and Initial Risk Assessment (RC/Local Team)

For Women's Only, PUDO & First Nations Shifts:

• WOS 
  • Confidentiality Decision
• PUDO 
  • Select appropriate laundromat (RC) [PUDO]
    • For consideration: safety of general area, space inside laundromat - spacious, cluttered, etc, do the machine automatically dose detergent, are there toilets available for volunteers, parking, and access suitability
      • Research possible LM options
      • Make contact with LM owners
      • Updated AT with chosen LM
      • Payment method confirmed
      • Escalation contact
  • Source food provider/other external SP support (RC) [PUDO]
• FN

Organise & Attend Site Visit and Add to Calendar

• Either attend the site your self or one of the local team. 

The purpose of this is to: 

1. Meet the SP in person and build relationships
2. Ascertain the delivery location within the SP space 
3. Ensure there are suitable amenities (power, waste water, clean water, toilets, and adequate lighting
4. Do a quick assessment of safety - is it visible, safe spaces, parking nearby for volunteers
5. If you can visit during the time of the proposed shift - check the demand of the SP service to validate the demand.
6. Take Coming Soon and We wash Here Flyers.

MOU & Insurance (Pod, IL or LM only) 

1. See process here: TEMPLATE: MOU's
2. Advise Health & Safety to Update Insurance for Pod

Shift Readiness and Activation (RC)

Prior to activating the shift, we should consider the readiness and viability of the shift. In doing this we are able to ensure activated shifts are going to be built faster and the service/shift goes live. This reduces the shift sitting in the build phase for a long period of time and losing volunteer interest and service provider disengagement. Most importantly it ensures we are focusing our internal resources on work that creates impact.  

Approach to Assess Readiness and Viability Prior to Activation

1. Pre-Activation Assessment – Consider the enablers and deterrents before shifts move beyond the Potential Lead phase into Shift Activation. 
2. Community Demand–  Ascertain demand for service  (can yourself or a volunteer visit the potential site during the time of the proposed shift to determine this?).
3. Volunteer Readiness - Ascertain whether the volunteer recruitment strategy and availability will enable this shift to go live
4. OS Team Capacity- is there current capacity with both the RC and OSO teams to activate this shift? 
   1. How many building shifts are currently in the pipeline
   2. What is the priority ranking of current shifts and what would you prioritise this shift as?
5. Consider a Pilot Test or Pop up Shift – A trial run with shifts to gauge response before full activation.
6. Clear Exit Strategy – If a shift doesn’t meet viability criteria, have a plan to communicate with the service provider and  redirect efforts efficiently.

Pre-Activation Checklist Completed (RC) 

Use this checklist as a guide to determine whether a shift is ready and viable for activation. A shift should meet at least 80% of the enabler criteria and have no critical deterrents.

This is a guide and each proposed shift will have different considerations. Use your own judgement  to consider each of the following and decide whether the shift is viable. 

Note that any assessment is wildly subjective The aim is to focus energy and priorities across Impact and Support teams to enable ready and viable shifts to go live faster.

Threshold for Viability:

1. 80% meet the shift readiness assessment
2. Any score below this please discuss with your manager. 

Go ahead - with a quick manager sense check if required

As a Regional Coordinator , you’ve got the autonomy to make the decision on this, but it might be helpful to run it past your manager for a quick sense check. This isn't about getting permission – it's just a chance to discuss any potential challenges or deterrents that might come up. If you’re confident, go ahead and activate the shift! 

If you’re unsure or see any red flags, a quick chat with your manager can help smooth things out.

Exit plan if shift does not go ahead

🛑 Exit Plan – Lack of Volunteer Availability

Sometimes, despite strong relationships with service providers and a genuine community need, a shift cannot progress due to insufficient volunteer recruitment. Managing expectations early and keeping communication transparent is key.

Step 1: After 4 Weeks of Build Phase

• Action: Check in with the OSO to review volunteer recruitment progress.
• Communication: Update the Service Provider (SP) with a realistic status.
  • Reinforce that we’re still building the team and haven’t confirmed a go-live date yet.

Step 2: After 8 Weeks

• Action: If the team is still incomplete, ask the SP for help with recruitment.
  • Examples: sharing volunteer ads on social media, distributing flyers, promoting through their networks.
• Message: Emphasise shared investment in the success of the shift.

Step 3: After 12 Weeks

• Action: Reassess progress with the OSO and prepare to set an internal decision deadline.
• Communication: Be transparent with the SP:

"We’re doing everything we can to recruit, but we’re not yet at the required level to launch safely. We’ll keep working on this for another month and reassess."

Step 4: After 16 Weeks

• Action: Final review with OSO – confirm whether all reasonable recruitment efforts have been exhausted.
• Decision: If no improvement, confirm retirement of the shift.
• Communication: Inform SP respectfully:

"Unfortunately, we haven’t been able to recruit the volunteer numbers needed to safely launch the shift. We’re so grateful for your support and would love to reconnect if things change in the future."

Step 5: Administrative Closure

• Notify the OSO to “retire the shift” in the Decision Required – On Hold/Retire category.
• Record final decision, communication summary, and any plans to revisit in the future.

🛑 Exit Plan – Unsuitable Location

At times, a shift location may prove unsuitable despite early interest or planning. This may relate to low friend turnout, poor visibility, safety concerns, or logistical barriers. Exit must be handled with empathy, while maintaining focus on delivering meaningful impact.

Step 1: Initial Site Visits / Trial Shifts

• Action: Monitor for key red flags:
  • No or low friend attendance
  • Unsafe conditions for volunteers
  • Operational issues (power, access, parking)
• Communication: Avoid prematurely committing to a full go-live. Use language like “testing”, “exploring”, or “trialling”.

Step 2: 4–6 Weeks of Trial/Soft Launch

• Action: Assess impact and feedback.
  • Document friend engagement, volunteer feedback, and shift barriers.
• Decision Prompt: If issues persist, flag the concerns internally with OSO.

Step 3: 6–8 Weeks

• Action: Communicate early concerns with the SP.

"We’ve been reflecting on the first few shifts, and there are some challenges around friend access/safety that we want to be upfront about."

• Offer to problem-solve if issues are fixable (e.g., adjusting location/time).

Step 4: 10–12 Weeks

• Action: If no improvement, prepare to exit.
• Communication: Set expectations with the SP.

"We’re reviewing the shift viability and may need to pause this site if we can’t achieve a safe and effective delivery model."

Step 5: 12–16 Weeks

• Action: Final decision with OSO and relevant staff.
• Communication: Notify the SP with appreciation and future-facing tone.

"Thank you for your partnership during this trial period. After reviewing the shift outcomes, we’ve decided not to proceed with regular service at this location. We’re grateful for your support and would be happy to explore future possibilities together."

Step 6: Administrative Closure

• Notify the OSO to “retire the shift” under Decision Required – On Hold/Retire.
• Record reasons, dates, and key communications with the SP.

Activate Shift (OSO)

Once the shift is all set to activate fill in the following details of the shift here and flag with the OSO to activate. 

Fill in the following details (RC):

• Shift Name
• Location Name
• Service Provider Name
• Shift day/time
• Address of shift
  • Special Directions?
• Asset 

MACMAWC:

M - (MyOS) - Action necessary steps in MyOS (pending on what type of shift you are activating) on page 64 of the MyOS Administrator Guide
A - (Airtable) - Create shift & location record, update SP record
C - (Calendar) - Add 'BUILDING' to event name in calendar (actioned by RC) 
M - (Map) - Add 'BUILDING' to shift name & update colour of shift icon (actioned by RC)
A - (Asana) - Update Shift Lead task status, assign BUILD/TOP UP subtask to yourself and add to Builds & Top Ups project
W - (WhatsApp) - Create WA group & add link to shift record/Asana description box
C - (Canva) - Create 'Coming Soon - We Wash Here' poster

MyOS

1. Refer to page 64 of the MyOS Administrator Guide

Airtable

1. Go to the Shifts table > Adding Shifts view > add new record
2. Open up new record:
   • Shift Name - Copy across from MyOS 
   • Service Locations - +Add Record > search for service location 
   • Shift Status - select Building Team
   • Lead Owner at Go Live - select the RC of the service location
   • Shift Task - Copy and paste the link to the shift task from Asana
   • Date Activated - Add date shift was added to MyOS
   • Primary Service Provider Partner - +Add Record
     • Search for the SP, then click on the record to add
     • Once added, click into the SP record:
       • SP Status - select Building Team
       • Close the SP record
   • Asset Name - +Add Record 
     • Search for the asset
   • Day - select day shift will run on
   • Start Time - e.g. 14:00
   • End Time - e.g. 16:00
   • Frequency - select either weekly or fortnightly 
   • Locations - +Add Record
     • If the location already exists (we already do a shift at the location OR we have previously ran a shift at the location) search for location, then click on the record to add e.g. Musgrave Park. If the location doesn't exist, select '+Add new record' at the bottom of the pop up box. This should then expand for you automatically!
     • Location Name - e.g. Musgrave Park
     • Service Locations - +Add Record > search for service location
     • Status - Active Location
     • Service Providers > +Add Record 
     • Asset Base - if this location is also our Van Base, select 'Yes', if not, select 'No'
     • Map Link - Copy & paste the URL from Google Maps, linking the location
     • Address - e.g. 18 Smith Street
     • Suburb - e.g. Morningside
     • Postcode - e.g. 4170
     • State -  e.g. QLD
     • Is this a CRS Location? - if this location is for a CRS shift, select 'Yes', if not, select 'No' 
     • Click the X in the top right corner of the box to close the Location record
   • Comms Group - copy and paste WhatsApp group link once created

Calendar (RC)

1. Go to the Asset Calendar e.g. Service CNS (Barry)
2. Update name of shift in calendar > change 'LEAD' to 'BUILDING' 

Map (RC)

1. Go to the Service Location map e.g. Cairns
2. Add 'BUILDING' to shift name & update colour of shift icon to Orange

Asana

1. Complete 'Activate Shift' subtask
2. Go to shift task: 
   1. Projects - move to section 7.1 in service location project
   2. SP Status - change to Building Team
3. Add comment on main shift task advising the shift has been activated across all systems
4. Assign 'BUILD/TOP UP' subtask to allocated OSO 
5. Edit 'BUILD/TOP UP' subtask title to include shift name/day/time (same as the main shift task title)
6. Add 'BUILD/TOP UP' subtasks to 'Builds & Top Ups' project by selecting 3 dots in top right corner > select 'add to another project' > search for Builds & Top Ups > select project
   1. Edit fields with necessary information

WA

1. Create WhatsApp group for team: PROCESS: How to create a 'Whatsapp Group'
2. Once WA group has been created:
        - Click group name up the top of screen
        - Click 'Invite to Group via Link'
        - Click 'Share Link'
        - Share the link to either your Slack or OS email address > Go to either Slack or OS email
        - Copy link and paste link into description box of shift task in Asana
        - Go to Shift record > copy and paste link into 'Comms Group' field

Canva 

1. Create 'Coming Soon - We Wash Here' flyer for SP: PROCESS: How to create a 'We Wash Here' poster

Risk Assessment Before 1st Shift (RC)

Process to be fleshed out by Lisa but for now - 

Purpose - Regional Coordinator or one of their team to complete this form prior to first shift going live to provide new team with an idea of set up, risks and information about the service partner and location.   After submission the form is reviewed and approved by the someone in the Impact team.  Note - Changes can be done to this form after initial submission and ongoing.

1. Choose which form is applicable
   1. Risk Assessment & Shift Information Form - Van & Pod
   2. Risk Assessment & Shift Information Form - Laundromat - (not completed yet)
2. Use form as a guide to gather photos and information at shift.  Whilst you can do at shift, we suggest to take info and do later at home.  Some of this this information after approval will be visible to all volunteers with the service.  They can access via Volaby>Resources>Service Information

BUILD/TOP UP - Wickham Park SAT 0600-0800 (OSO) 

Please refer to article BUILD/TOP UP - Shift Name | Days | 1am - 1pm (OSO) for the relevant processes.

Decision Required - On Hold/Retire - DATE OF LAST SHIFT (RC)

Action: Stopping shift due to limited impact/local friend need or location being unsuitable. 

If you are retiring a shift due to the above, please note the shift detail and actions taken in this task and notify the OSO. 

The following is an example of the details required (please fill in your information including the last shift date and any actions for the current volunteer team)

Assessment: This shift was activated in [Month, Year]. Despite strong support from [Service Provider], local volunteers, and [Council name if relevant], the shift has not consistently met a level of impact that justifies its continuation. Over [X] months, we have run [X] shifts with a total of [X] washes and [X] showers, averaging [X] washes/showers per shift. A notable portion of these shifts—[X]%—had no usage recorded. Based on ongoing low engagement from friends and feedback from the local team, we have assessed this location as unsuitable for continuing service.

Last Shift: [e.g., 7 May 2025]

Shift Team:

We’ve connected with the current volunteers and are supporting them to transition to other local shifts, including [insert name of alternative shift or upcoming service]. Communication and appreciation has been shared, and any final volunteer debriefs will be completed by [insert date]..

If shift going 'On Hold' due to lack of volunteers:

MACMAWC:

M - (MyOS) - Action necessary steps in MyOS (pending on what type of shift you are activating) on page 64 of the MyOS Administrator Guide
A - (Airtable) - Create shift & location record, update SP record
C - (Calendar) - Add 'BUILDING' to event name in calendar (actioned by RC) 
M - (Map) - Add 'BUILDING' to shift name & update colour of shift icon (actioned by RC)
A - (Asana) - Update Shift Lead task status, assign BUILD/TOP UP subtask to yourself and add to Builds & Top Ups project
W - (WhatsApp) - Create WA group & add link to shift record/Asana description box
C - (Canva) - Create 'Coming Soon - We Wash Here' poster

If shift going 'On Hold' due to the Service Providers decision:

MACMAWC:

M - (MyOS) - Action necessary steps in MyOS (pending on what type of shift you are activating) on page 64 of the MyOS Administrator Guide
A - (Airtable) - Create shift & location record, update SP record
C - (Calendar) - Add 'BUILDING' to event name in calendar (actioned by RC) 
M - (Map) - Add 'BUILDING' to shift name & update colour of shift icon (actioned by RC)
A - (Asana) - Update Shift Lead task status, assign BUILD/TOP UP subtask to yourself and add to Builds & Top Ups project
W - (WhatsApp) - Create WA group & add link to shift record/Asana description box
C - (Canva) - Create 'Coming Soon - We Wash Here' poster

RC to determine whether we put shift on hold or retire > RC to acknowledge decision and communicate with SP > Assign related subtask to OSO once decision is made 

V - (Volaby) - Edit activity > Activity Type > 'Click here to change activity type' > select Flexible
A - (Airtable) - Leave 'SP Status' of SP record as 'Active', Leave 'Status' of Locations record as 'Active', & Update 'Shift Status' of Shift record to 'On Hold - Vols'
C - (Calendar) - Update name of shift to include 'ON HOLD' at start of name
M - (Map) - Update name of shift to include 'ON HOLD' at start of name
A - (Asana) - Assign main shift task to RC to assess shift in future & assign SP Status tag to 'On Hold'
W - (WhatsApp) - SC/SL/RC to advise WA group
C - (Canva) - Update name of shift to include 'ON HOLD' at start of name, and share flyer with local leadership team
S - (Seek) - Ensure shift is included in description of Seek ad

SP DECISION

RC to determine whether we put shift on hold or retire > RC to acknowledge decision and communicate with SP > Assign related subtask to OSO once decision is made 

V - (Volaby) - Close activity
A - (Airtable) - Leave 'SP Status' of SP record as 'Active', Leave 'Status' of Locations record as 'Active', & Update 'Shift Status' of Shift record to 'On Hold - SP'
C - (Calendar) - Update name of shift to include 'ON HOLD' at start of name
M - (Map) - Update name of shift to include 'ON HOLD' at start of name
A - (Asana) - Assign main shift task to RC to assess shift in future & assign SP Status tag to 'On Hold'
W - (WhatsApp) - SC/SL/RC to advise WA group
C - (Canva) - Update name of shift to include 'ON HOLD' at start of name, and share flyer with local leadership team
S - (Seek) - Ensure shift is not included in Seek ad

If shift needing to be 'Retired' due to lack of volunteers:

MACMAWC:

M - (MyOS) - Action necessary steps in MyOS (pending on what type of shift you are activating) on page 64 of the MyOS Administrator Guide
A - (Airtable) - Create shift & location record, update SP record
C - (Calendar) - Add 'BUILDING' to event name in calendar (actioned by RC) 
M - (Map) - Add 'BUILDING' to shift name & update colour of shift icon (actioned by RC)
A - (Asana) - Update Shift Lead task status, assign BUILD/TOP UP subtask to yourself and add to Builds & Top Ups project
W - (WhatsApp) - Create WA group & add link to shift record/Asana description box
C - (Canva) - Create 'Coming Soon - We Wash Here' poster

If shift needing to be 'Retired' due to the Service Providers decision:

MACMAWC:

M - (MyOS) - Action necessary steps in MyOS (pending on what type of shift you are activating) on page 64 of the MyOS Administrator Guide
A - (Airtable) - Create shift & location record, update SP record
C - (Calendar) - Add 'BUILDING' to event name in calendar (actioned by RC) 
M - (Map) - Add 'BUILDING' to shift name & update colour of shift icon (actioned by RC)
A - (Asana) - Update Shift Lead task status, assign BUILD/TOP UP subtask to yourself and add to Builds & Top Ups project
W - (WhatsApp) - Create WA group & add link to shift record/Asana description box
C - (Canva) - Create 'Coming Soon - We Wash Here' poster

When a 'shift' needs to be retired, we need to ensure it no longer shows as an active shift across our systems!  = VACMAWCS

V - (Volaby) - Close activity
A - (Airtable) -Update SP, Location & Shift Record
C - (Calendar) - Remove shift and travel time from calendar
M - (Map) - Update shift status
A - (Asana) - Close off task & subtasks
W - (WhatsApp) - Ask SC/SL/RC to notify all volunteers & rename WA group name
C - (Canva) - Remove shift information from the service location flyer
S - (Seek) - Ensure no Seek ad is currently

Please retire the shift the day after the last shift date. 

VOLABY

1. Head to Management section > Activity Management tab
2. Select program/s > Select the service location of where the shift belongs
3. Scroll down the Activities list until you find the shift you need to retire
   • Select the Activity > Select the 'Active' dropdown 
   • Select 'Close'
   • Select 'Continue'
   • Select the reason why we are retiring the shift
   • Select last date of shift
   • Select 'Close Activity'
4. Ensure the 'Active' dropdown is now red and showing as 'Closed'
5. Scroll down in the selected activity
   • Prioritise this Activity > Ensure this is off

AIRTABLE

1. Head to Shifts table > MASTER Shifts
2. Search for the shift record and expand:
   - Date Retired - Date of the last shift
         - Shift Status - Retired
         - Recruit Status - Select Empty Field Option
         - Retired Reason - Select why the shift was retired
3. Head to the Primary Service Provider Partner record attached to the shift record
         - SP Status - Retired (if no other existing shift operates alongside this SP)
4. Head to the Location record attached to the shift record
         - Status - Retired (if no other existing shift operates at this location)

CALENDAR

1. Head to Asset Calendar for the location
2. Delete the shift and travel time from calendar 

MAP

1. Move location to 'Retired/Not Viable' section
2. Change icon colour to Grey

ASANA

1. Head to the shift task in 7.1 of the service project
2. Remove Assignee 
3. Remove due date 
4. Close off all subtasks (including Team Task subtasks)
5. Close off main shift task
6. Update SP Status tag to 'Retired'
7. Make comment on shift task advising the shift has been retired 

WHATSAPP

1. Ask SC/SL/RC to confirm the team has been notified of the retire
2. Once all team members have been notified, the SC/SL/RC should advise all team members to remove themselves from the WA group 
3. SC/SL/RC or admin of the group to change WA group name to 'RETIRED SHIFT'

CANVA

1. Login to Canva
2. Click 'Projects' in the menu on left side of page
3. Open 'HQ Ops Team Folder' 
4. Under 'Designs' click 'MASTER - Service Flyer'
5. Scroll to the flyer you are wanting to edit
6. Right click on shift name > select 'Delete Row'
7. Rearrange flyer so the format looks correct

SEEK

1. Login to Seek Volunteering
2. Select 'View All Opportunities'
3. Select the 'Open' tab
4. Scroll/search for the shift and ensure there isn't a live ad up
         - If there is, ensure you add a expiry date to the ad so it disappears