3.2 Shift Handover

VERSION 1.0 – DECEMBER 2023

Purpose: To provide guidance to operators on how to effectively communicate information to the next shift through handover emails.

Scope: This procedure applies to all operators at the State Operations Communications Centre (SurfCom).

1. Introduction
   1.1 All operators must follow established procedures to effectively communicate information to the next shift through handover emails.
   1.2 The handover email procedures will be provided by the supervisor or designated personnel.
   1.3 A handover email must be sent at the conclusion of the morning shift and the afternoon shift.
   1.4 Operators must verbalise the handover as well as sending the email to ensure instructions and requirements are understood. (This is only required when handing over to other staff – not when closing the centre)

2. Information to Include
   2.1 The handover email must include the following information:
   1. Any relevant incidents or issues that occurred during the shift.
   2. Any ongoing projects or tasks that need to be continued by the next shift.
   3. Any significant changes in policies, procedures, or operations.
   4. Any relevant information about callers or staff.
   5. Any updates or changes to the schedule or staffing.
   6. Any other information that the next shift needs to know to effectively carry out their duties.

3. Structure and Formatting
   3.1 The handover email must be structured and formatted in a clear and concise manner.
   3.2 The email must include a clear subject line that indicates that it is a handover email and the shift being covered.
   3.3 The email must be organized into sections that correspond to the information outlined in section 2.
   3.4 The email must be proofread and edited for clarity and accuracy.

4. Timing
   4.1 The handover email must be sent at the end of the shift or as soon as possible to ensure that the next shift has all the necessary information.
   4.2 The handover email must be sent to all relevant parties, including the supervisor, Shared inbox and any operators working the next shift.

5. Responsibilities
   5.1 All operators are responsible for following the steps outlined in this procedure.
   5.2 The OCS is responsible for ensuring that their operators are aware of and following the procedures outlined in this procedure.
   5.3 The OCS is responsible for providing the necessary resources and equipment to effectively communicate handover information.