The organization and coordination of the work of the National Call Center is in the hands of the coordinators who are the employees. The coordinators take care of uninterrupted work and coordinate with the volunteers when filling in the daily shifts and organizing various events. The work of NPC volunteers is monitored from the very beginning until the end of the volunteer engagement in the Call Center. During the work, the coordinators monitor their learning, progress, commitment, way of working and cooperation with other volunteers. Regularly evaluated and sent feedback on the received calls, and through regular solving of exercises, volunteers are directed towards the improvement of communication skills and legal knowledge.
At least once a year, individual interviews are held with volunteers, during which volunteers gain insight into their previous volunteer engagement and comment on potential challenges/wishes/goals they want to achieve in the next 6 months. In addition to individual interviews, monthly meetings of volunteers are held regularly to comment on current events, additional activities, wishes to hold certain specialized trainings atc.
At least once a year, additional training is held for volunteers in order to repeat and determine legal knowledge and share mutual knowledge and experience in previous work.