On-Call Process Quick Guide and Tips

Before Starting Your Shift

All On Call staff must connect via WhatsApp at the start of the shift and maintain communication throughout the shift for support and accountability.

Handling the Emergency Line

ASI provides a 24/7 Support Line for all participants. This is a Department of State requirement and part of our commitment to excellent service.

Key Mindset

• Stay calm and confident
• You are prepared to handle any call
• Most issues can be resolved directly by you

Escalate Immediately If the Call Involves

• Death
• Arrest
• Media involvement

Escalation Contacts 

Primary:

• Natalie Anderson – +1 262-765-0537

Secondary (if Natalie is unavailable):

• Ashley Fuzaylova – +1 540 604-0796
• Zhanna Saparova – +1 816-718-9217

Teacher / GV Intern & Trainee:

• Jimmy Brazelton – +1 512-695-5535

CBP (Customs and Board Protection) Detainment Only:

• Abby Hennessey – +1 978-380-0842

Non-Escalated Issues

• General: support@allianceabroad.com or support@geovisions.com
• Teach: support@teacherlounge.org

Always ensure the appropriate team is informed.

How the On-Call System Works

• Calls are first received by an answering service
• The service determines if the situation is an emergency
• Calls are then forwarded to the on-call staff member

Key Fact

Caller ID may show:

• 1-800-374-5098
• Unknown number

You are expected to answer ALL calls while on duty

Shift Coverage

• US Team: Noon – Midnight (Central Time)
• SA Team: Midnight – Noon (Central Time)

Even if you are the backup, you must remain available for the entire shift

On-Call Tree (Call Routing Order) 

Missed Calls

Call back immediately: 714-765-6623 or 1-866-622-7623

• Identify yourself as AAG/GV staff
• Retrieve details and follow up

Key Fact

• More than 3 missed calls without valid reason → performance consequences
• The primary on-call staff member is responsible for follow-up, even if another team member answered

Critical Responsibilities (ALWAYS DO THIS) After ANY Call

1. Collect:
   • Name

• AAG ID
• Phone number
• Company name, city, state

1. Take Action:
   • Email the support team
   • Message WhatsApp group
   • Create a case immediately

***If a participant is sick or injured → call them back immediately

Tips for Success

• Keep your phone ON and with you at all times
• Notify backup if temporarily unavailable
• Arrange shift swaps in advance if needed
• Be flexible—call volume may vary
• When unsure → use WhatsApp support groups
   Common Call Scenarios

Arrival Issues

Most common type of call Typical Problems:

• Stuck at airport or bus station
• Unable to reach housing or host
• Unsure where to go

Solutions:

• Guide them using their job offer (Arrival Instructions in Hanover)
• Help find a hotel/hostel for the night if needed
• Remind them they should have $1000–$1500 available

SEVIS Issues Common Fixes

• Must check in on or after DS-2019 start date
• Update housing first in Hanover
• Provide AAG ID or DS-2019 number

Medical / Insurance
Insurance Provider: Hollard Travel / United Healthcare Phone Number: 1-877-826-2910
Key Fact

• Call insurance before visiting a doctor
• ER = emergencies only
• Deductibles: $100 doctor visit or $250 hospital visit
• You may call insurance on behalf of the participant
  • Request a case to be opened
  • Always record: Case number, Date & time, Agent name  

Arrest / Legal Situations

• Notify Immediately:

Teachers / GV ITP: Natalie and Jimmy

SWT / Camp / AAG programs: Ashley or Zhanna

Visa / DS-2019 Questions (Non-emergency)

• Program dates cannot be extended
• 30-day grace period applies (unless otherwise instructed)
• Expired visa is acceptable for departure, not re-entry

Travel Outside the U.S.

• Participants must:
  • Return before program end date
  • Have a valid visa
  • Obtain host company approval
  • Have DS-2019 validated by Compliance (before re-entry)

Escalated / Crisis Situations Examples

• Arrest
• Critical hospitalization
• Death
• CBP detainment
• Government involvement
• Media inquiries

Media Involvement

If a caller identifies themselves as media (reporter, journalist, news outlet, etc.):

• Do NOT provide any comments or information
• Do NOT confirm or deny any details

Action Steps

• Politely direct them to email their inquiry:
  • AAG / General: support@allianceabroad.com
  • GeoVisions: support@geovisions.com
  • Teach: support@teacherlounge.org
• Collect (if possible):
  • Name
  • Organization
  • Phone number
  • Email address
  • Reason for inquiry
• Immediately notify:
  • Natalie/Jimmy (Teacher Lounge, GV ITP)
  • Ashley or Zhanna (AAG)

Your Role in Crisis Situations

• Stay calm
• Gather facts (not assumptions)
• Document clearly and thoroughly
• Identify all involved parties

Key Questions to Ask

• Who is calling and their relationship to the participant?
• Participant full name and AAG ID
• Location and details of the incident
• Who else is involved?
• Current status (safe, detained, hospitalized?)
• Best contact information for follow-up

General Emergency Handling Guidelines

• Remain calm and professional
• Prioritize accurate information gathering
• Separate facts from assumptions
• Keep detailed, time-stamped notes
• Ensure participant health, safety, and welfare are prioritized

End of Shift Responsibilities

Submit an on-call report including:

• Number of calls received
• Number of missed calls
• Reasons for missed calls
• Summary of major incidents Send the report to:
  • Thabile
  • Ashley
  • Natalie