Emergency Call Protocol for Staffing Agencies

In a staffing agency, an “emergency” isn’t about physical safety—it’s about time-sensitive revenue and client trust. If the issue will cause a shift to go uncovered, a start date to fail, or a candidate submission deadline to be missed, treat it as an emergency. Emergency calls you should treat as Priority 1: - A temp no-show/call-out for a shift starting in the next 0–4 hours (warehouse, admin coverage, light industrial, call center). - A client says “We need someone today” or “Send 3 qualified candidates by 2 PM” (speed matters; first agency to submit often wins). - A candidate says they are onsite and cannot start because of I-9, badge, drug screen, E-Verify, missing PPE, or they were turned away. - A direct hire/exec candidate is about to accept another offer unless you respond today. Priority 2 (urgent but not ‘drop everything’): - A temp-to-hire start within 24–48 hours with missing pre-employment steps. - A client requests an interview schedule change for today. - A payroll issue that will stop a candidate from showing up tomorrow. Not an emergency (handle within 1 business day): - “Just checking status” on a submitted resume. - General job seekers calling about openings. - Routine onboarding questions when the start date is 3+ days away. Use the job value to guide urgency: a same-day temp shift (20–50% markup) can be won or lost in minutes; direct hire (15–25% of salary) is often slower, but offer-stage calls can be just as time-sensitive.

Train whoever answers (you, your recruiter, or after-hours coverage) to run the same triage in under 60 seconds. The goal is to quickly label the call as Priority 1, Priority 2, or Routine—and route it to the right person. Decision Tree: 1) “Are you a client, a placed worker, or a candidate we haven’t placed yet?” - Client or placed worker = move to Step 2. - New candidate/general applicant = Routine (unless they’re confirming attendance for an interview happening today). 2) “Is this about today’s shift/start date or a deadline within 4 hours?” - Yes = Priority 1. - No = Step 3. 3) “Will this prevent someone from working (no-show, call-out, turned away, failed onboarding step)?” - Yes = Priority 1 if within 24 hours; Priority 2 if 24–48 hours. - No = Step 4. 4) “Is there money at risk today?” (examples: offer acceptance window, client threatening to pause business, same-day request for temps) - Yes = Priority 1. - No = Routine. Minimum info to collect before transferring/escalating: - Company name + location/site (which branch, which warehouse, which department) - Job order ID (if you use one) or job title + shift time - Number of heads needed (e.g., “Need 2 forklift, 1 admin”) and required skills/certs - “What time does the shift start?” and “What’s the latest arrival you can accept?” - Caller name, phone, and best callback number (confirm it twice) If you use an AI receptionist like SkipCalls, program these exact questions so you always capture the key details—even when you’re in an interview or client meeting and can’t pick up.

Staffing buyers often call before 7 AM, after 5 PM, and on Sundays—especially in Q1, before holidays (temp spikes), and near fiscal year-end. If your voicemail is the only option, most won’t leave a message. Your after-hours plan must do two things: capture details and create a real callback promise. Define your after-hours windows: - “After-hours” = weekdays 5 PM–8 AM, weekends, and holidays. - “On-call staffing emergency” = same-day coverage, no-show/call-out, start-day onboarding blocks, offer-stage candidate at risk. Set a realistic SLA (service level agreement) you can keep: - Priority 1: callback within 10–15 minutes. - Priority 2: callback within 60–90 minutes. - Routine: reply next business day by 10 AM. On-call rotation (simple and usable): - Weekday on-call: 1 recruiter + 1 backup (team lead). - Weekend on-call: 1 recruiter covering Saturday + Sunday, with a manager as escalation. - Post the rotation in your ATS/CRM notes and in a shared calendar. After-hours tools you can use today: - A dedicated “Emergency Line” that rings your on-call phone first, then backup. - Text-back automation: “We got your request. Reply with company/site + start time + # needed.” - AI answering (like SkipCalls) to collect the exact triage info, filter spam, and send transcripts to your team so you can call back with context. Non-negotiable: if you offer after-hours emergency coverage, say what you can actually staff. Don’t promise “any role, anytime.” Instead: “We can usually cover light industrial, admin, and call center shifts with 4+ hours notice; specialty roles depend on availability.”

In staffing, “dispatch” means mobilizing a replacement worker or fast-tracking submissions for a new urgent job order. Your process should be the same every time so you don’t waste the first 20 minutes figuring out what to do. Priority 1 dispatch workflow (no-show/call-out today): - Step A: Confirm the order details in your ATS/CRM (site, shift, pay rate, job requirements, PPE, supervisor name). - Step B: Ask the client one question: “Do you want a replacement sent, or do you want us to cancel the shift?” (avoid guessing). - Step C: Pull from your “Ready-to-Work” bench list first (people who are active, cleared, and have shown up before). - Step D: Rapid outreach sequence (10 minutes max): 1) Text 10 candidates (include pay, location, start time, duration). 2) Call top 5. 3) Send a broadcast message to your bench group. - Step E: Confirm acceptance in writing (text/email): start time, address, who to ask for, dress/PPE. - Step F: Notify the client with ETA and candidate name. Priority 1 dispatch workflow (urgent new request today): - Create the job order with minimum viable info (don’t wait for a perfect intake): title, pay bill rate target, shift, required skills, start date/time, interview requirement. - Submit 2–3 best-fit resumes fast, then improve quality on the next wave. - Log submission time and client response time; speed data helps you win future vendor reviews. Bench management rules that prevent repeat emergencies: - Maintain a “Show-Up Score” (simple: 1–5) based on attendance. - Keep 10–30 standby workers by role (e.g., general labor, forklift, admin). - Update availability every Thursday and Sunday night (before the Monday rush).

People call staffing agencies when they’re stressed: the site is uncovered, a candidate is confused at the door, or a hiring manager wants resumes now. Your tone should be calm and your promise should be specific. Client script (no-show, shift starting soon): “Thanks—this counts as an emergency on our side. I’m confirming the order now. What time is the latest arrival you can accept? I’ll call you back within 10 minutes with either (1) a confirmed replacement and ETA or (2) the fastest next option.” Client script (urgent new request today): “I can move fast. To start, I need: job title, shift time, pay range, and must-have skills. I’ll send 2–3 candidates within 60 minutes, then keep sending more as we screen.” Placed worker script (turned away / onboarding issue): “Stay onsite if you can. Tell me exactly what they said (badge, I-9, drug screen, dress code). I’m calling the site supervisor now. If we can’t fix it in 15 minutes, I’ll route you to a different assignment.” Candidate script (offer-stage, competing offer): “Thanks for telling me now. I’m going to call the client immediately. If I don’t reach them, I’ll email and text the hiring manager today and update you by [time].” Hold / callback message (when you can’t answer live): “You reached [Agency]. If this is a same-day shift coverage issue or a worker is onsite and can’t start, press 1. Otherwise, leave the company name, site, start time, and number needed, and we’ll respond by the next business day.” Always give a time and the next action. “Soon” isn’t real, and it’s why clients call the next agency.

Most staffing agencies already price by markup (temp) or fee (direct hire/temp-to-hire). Emergencies should have clear terms so you’re not doing the hardest work for the same margin. Temp emergency pricing options (pick one and publish it): - Same-day fill fee: add a $150–$300 “Rapid Dispatch” fee per order when the request is inside 4 hours. - Emergency markup bump: add +5% to +15% markup for same-day coverage (your normal temp markup may be 20–50%). - After-hours coordination fee: $100–$250 when the call comes in after 5 PM or on weekends. Direct hire / temp-to-hire emergency terms: - Expedited search add-on: $500–$2,000 for “submit candidates within 48 hours” (especially for urgent backfills). - Offer-stage urgency: no extra fee, but set a hard client response window (“We need interview feedback within 24 hours to keep this candidate warm”). How to explain it to a client (simple, not defensive): “This is a same-day coverage request, so it falls under our Rapid Dispatch terms. We’ll start outreach immediately and add a $200 dispatch fee. If you prefer standard pricing, we can work it as a next-day fill.” Protect yourself with two must-have confirmations: - Cancellation terms: “If you cancel within 2 hours of start, you pay 4 hours.” - Timecard/pay rules: confirm who approves hours and by when (this avoids payroll chaos that triggers more emergency calls). Tie pricing to speed and labor: emergency staffing means your recruiters drop other work, run rapid outreach, and often coordinate after-hours.

Emergency calls create the most expensive mistakes: double-booking workers, missing start details, and losing track of who promised what. Documenting isn’t paperwork—it’s how you keep the shift covered. What to log in your ATS/CRM every time (copy/paste template): - Timestamp + channel (call/text/email) - Caller type (client / placed worker / candidate) - Company + site + supervisor contact - Job order ID or job title + shift time - Emergency category (No-show, Call-out, Urgent request, Onsite onboarding block, Offer risk) - Action taken (bench outreach, broadcast, client notified, replacement confirmed) - Commitments made (callback time, ETA, submissions deadline) - Outcome (filled/unfilled, time-to-fill, reason if unfilled) Attach proof and details: - Call recordings/transcripts (helps with disputes) - Text confirmations with workers (start time, address) - Client approval of any emergency fees Close the loop: - Send a final message to the client: “Covered by [Name], ETA [time].” - If not filled, send: “Not filled—next option is [time/date]. Here’s why.” If you use a call answering tool that provides transcripts and CRM integration (SkipCalls can), route emergency transcripts to a shared inbox or Slack channel so the on-call recruiter doesn’t start from zero.

A “false emergency” is a call that feels urgent because someone didn’t plan—like a client who always calls an hour before shift, or a worker who ‘forgot’ their start time. You can reduce these without hurting relationships by setting expectations and adding simple guardrails. Client-side prevention: - Set order cutoffs: “For Monday starts, job orders must be confirmed by Friday 3 PM for standard pricing.” - Create a ‘same-day request’ intake form (even a short one): site, shift, pay, must-haves, interview needed, and PPE. - Weekly workforce planning call for your top accounts (15 minutes): confirm headcount and shift changes. Worker-side prevention: - Start-day text sequence: - 24 hours before: “Confirm YES to attend tomorrow at 7 AM at [address].” - 2 hours before: “On your way? Reply OMW.” - Require written acceptance for every shift (reduces “I didn’t know”). - Maintain a DNR list (“do not reassign”) for repeat no-shows. Internal prevention: - Keep a live “standby bench” by role and shift (day/night/weekend). - Standardize your job order notes (badge process, supervisor, parking, dress code). - Track emergency causes monthly: top 3 reasons (no-show, onboarding, client late request) and fix the root. A helpful rule: if the same client creates the same emergency 3 times, move them to emergency pricing automatically or renegotiate terms.