CALLBACK STAFFING FAQ
LOCAL 282 CALLBACK STAFFING FAQ
This page will serve as an information page for common issues members are having with the Callback System
If you notice a missed call, your phone goes right to voicemail, you are in bad cell service area or any other reason you didn’t get to the phone when it rang, you can still accept the call in if it is still available.
DO NOT CALL DIVISION/BATTALION CHIEF IF YOU MISS AN OPPORTUNITY!
****Chiefs will not be changing refusals or missed opportunities for anyone!!
They will only adjust in the case where a member gets sent home or the call-in is cancelled.
Your first action in this case is to call the system back, do not wait for secondary text to come because the same thing that caused the call to drop may cause the text to be delayed.
Dial (716) 772-4080 when prompted enter your user id followed by the # key.
then enter your 4-digit pin.
WHERE DO I FIND MY USER ID AND PIN?
On the edit profile link on callbackstaffing.com the default Pin is 0000 you can change your pin, you cannot change your user id!
The system called me and "hung-up" or said I didn't have a shift available.
As soon as all the spots fill up the system stops the callback. If you are in the middle of a call and someone accepts ahead of you the system will just end the call.
During the call i received an invalid entry message from the system.
If you hit an improper key the system will say “invalid entry” if you receive this you can either wait 1-2 seconds and the whole message will start repeating.
You can always hit * key then # key to repeat the message at any time during the call.
Every option requires the # key to complete the entry.
ex: System says press 1# for engine 1, 0# to decline, *# to repeat, with more than 9 choices the system will require you to enter 2 digits.. 10#, 11# etc.
I missed a call and called back and the system said I didn’t have any shift opportunities available.
There is a designated wait time for calls. Default wait is 2 minutes, the system will call primary phone, secondary phone then after a 2 minute wait it moves on to the next person. You are not charged with a refusal or miss the call in until it completely fills or the deadline to fill the shift hits.
If you callback or go online and no active shift is available it means that the spots have all filled.
There is no telling how long you may have to accept a shift for a call you missed because it depends on how many spots are available and what position you were called.
ex: if there are 10 firefighter positions open and you are the 1st person called you have a lot of time to callback or go online and accept. If you are the 9th person called you will not have as long.
I was on duty and on a call when the computer called me?
If a call is missed while you are on duty and on a response/incident, call the (716)772-4080 number back as soon as possible and follow the above procedure to see if there are any opportunities left. If none available EMAIL firstname.lastname@example.org with the incident location and the time you were out. Each situation will be evaluated and the refusal may be removed or another opportunity made available if possible.
If a member is on Union Business, Jury Duty, Military or bereavement you are not charged when called.
IF YOU DO NOT WANT TO WORK OVERTIME AT ALL YOU CAN SEND A SIGNED FORM - 8 TO THE UNION OFFICE AND WILL BE REMOVED FROM THE SYSTEM. THIS IS AN ALL OR NONE OPTION. THE SYSTEM CAN NOT ONLY CALL YOU FOR NIGHTS/DAYS ETC.
PENALTY BOX- YOU WILL BE CHARGED AND NOT CALLED DURING YOUR TIME IN THE PENALTY BOX
If you get called and know you are in the box, you must decline the shift. Sometimes the information of who is in the box is not received immediately.
The penalty box automatically removes your name from the call list for 14 days.
On a rare occasion the Chief will call Penalty box members, in this instance the Chief will make a note in the Callback message so you know you are OK to accept the shift.
I was called twice(or more)for the same shift?
The software ranks and re-ranks the eligible members for every single callback that is initiated. The main purpose is to distribute opportunities fairly and according to our rules. While it is balancing cycles it may only have 5 or 6 people in the oldest active cycle so you may get offered the same shift twice if the Chief runs it twice.
ex: On days Chief runs a callback for first night shift, you decline. Start of night shift someone takes off last minute Chief runs callback for last minute callback, it may call you again if you still have a box in the oldest active cycle.
If this happens email email@example.com and let us know and your refusal will be removed. Once the cycles get more balanced this will not happen.
I received an email about an available opportunity.
If you are near a computer when your name comes up the system email may come through even before your phone rings. If you are near a computer you can always login to callbackstaffing.com with your username and password and accept the shift directly from the website.
When you login you will see the red 1 click on that tab and it will show you the shift details and you can decline or accept.
I accepted a Call-in but now I can’t work?
If you accept a call but have to cancel please contact the BATTALION CHIEF from the Company/Battalion you were supposed to work and let him/her know. If a pattern emerges and individuals are doing this often, this policy will be re-visited.
*Once you accept a call-in you are obligated to report!! Failure to report falls under the departments disciplinary procedure!!
I WAS OUT IOD OR AT THE SERVICE STATION AND AM NOT IN THE SYSTEM?
Once you return to the line or have your return to work date. Email the firstname.lastname@example.org or call the Union office mailbox and we will get you in the system.
My assignment changed?
If you take a detail or get moved before a bid sheet it is YOUR responsibility to notify the Union of your new assignment.
email the info to email@example.com or call and leave a message.
I got a new phone number or want to change my contact methods?
It is the members responsibility to keep that information updated themselves. You can change your phone numbers/email address/or contact methods by logging in and choosing edit profile!
I WAS “NEXT OUT” AND DIDN’T GET CALLED?
There is no way to know if you were not called because of a system error or a special call the chief made. The Chief may have been looking for Driver/Truck guy/Truck Officer etc. The sorting and cycle balancing is going to be closely monitored for errors as the system is in the early stages. The sorting logic is complicated while we have so many active cycles. The more the cycles move the better things will function.
**If you notice this and absolutely need to know what happened you can email firstname.lastname@example.org or call the UNION OFFICE (716)856-4130 a dedicated mailbox will be set up for phone calls.
**This is the only acceptable option!
FACEBOOK MESSAGES/EMAILS TO PERSONAL EMAIL ADDRESSES AND TEXTS/CALLS TO ANY COMMITTEE MEMBERS CELL PHONES WILL BE IGNORED!
How do I see my callback history and what does the status mean?
Under callback history on your profile page on Callbackstaffing you can see every Callback that was made for your rank. You only see your status on that callback but this will help you keep track of opportunities and see how many shifts are being filled around the city.
This screenshot is of my callback history.
You can see each callback is either a pink line (shift denied) green line (shift accepted) white line (not contacted or no answer)
The greyed out lines are callbacks that you were not eligible for. Either you were working already, the chief was looking for certain company or battalion or platoon. Or filtered means that the chief was looking for certain company.
The last column says what cycle was charged for that callback. If you notice that only 1 line has a cycle number in the screenshot. That means all those other callbacks I wasn’t contacted and therefore wasn’t charged for.
EMAILS/CALLS THAT ARE ASKING WHY THERE WASN’T MOVEMENT IN THE CYCLES OR WHY THERE WASN’T ANY CALL-INS WILL ALSO BE IGNORED!
CHECK THIS FAQ OFTEN IT WILL BE UPDATED AS WE ENCOUNTER QUESTIONS.
Callback staffing is in the process of developing a mobile app for smartphones. We will keep everyone posted when that is released.