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AskAway Library Commitment Models

The AskAway Advisory Committee has endorsed the following cost-sharing and collaborative staffing commitment models to support the AskAway chat reference service. These commitment models enable BC post-secondary libraries to provide 73 hours of AskAway service per week.

These models are based on funded FTEs (see below for your institution's current FTE Tier). BC ELN uses funded FTEs for all its FTE models, and these numbers are obtained from the budget letters released annually by the Ministry of Advanced Education.

In accordance with the models, each participating library commits to base service support fees, base staffing hours, and flexible service support contributions.

Base Service Support Fees

Participating libraries contribute a service support fee to help cover infrastructure and operational costs. Service support fees include an annual inflationary increase of 2% to 5%. The amount of this increase is set each year by the Advisory Committee. This increase applies only to the base service support fee, which is capped at $10,000.

April 2020 to March 2021

Tier FTE Range Base service support fee, per library
1 0 - 2,999 $980.00
2 3,000 - 7,999 $1,625.00
3 8,000 - 14,999 $2,274.00
4 15,000 - 24,999 $5,196.00
5 25,000 + $10,000.00

Base Staffing Commitments

Participating libraries provide appropriate staffing as set out in the current base staffing commitment model below. These commitments are contributed in staffing hours and not in funds. Actively staffing AskAway keeps the service healthy by ensuring a truly collaborative schedule and maintaining community among participating library staff. It is up to institutions how they will hire staff to meet their commitment, but the expectation is that service providers meet AskAway Competencies as laid out in the Service Guidelines.

*** Update for Section 2 (Jan-Apr) 2021

For Section 2 (Jan-Apr) 2021, the AskAway Advisory Committee approved a continuation of the Section 1 (Sep-Dec) 2020 increase to Base Staffing Commitments in response to COVID-19 related increases in usage. The approved increase to Base Staffing Commitments are as follows: 

Tiers 1 and 2: Two additional hours per week*
Tiers 3, 4, and 5: Three additional hours per week*
*For all Tiers, at least one of the additional hours should be an evening or weekend hour.

Weekly staff hours per library

For scheduling purposes, the year is divided up into four sections.

Tier FTE Range Section 1 (Sep-Dec) Section 2 (Jan-Apr) Section 3 (May-Jun) Section 4 (Jul-Aug)
1 0 - 2,999 3 3 2 0
2 3,000 - 7,999 5 5 3 2
3 8,000 - 14,999 7 7 5 5
4 15,000 - 24,999 16 16 14 14
5 25,000 + 34 34 30 34

Flexible Service Support Contributions

Flexible service support contributions were instituted in 2014, on the recommendation of the Advisory Committee with the agreement of all participating libraries, to manage the transition to a fully member-supported service.

Flexible support contributions may be made in one of the following ways:

  • by contributing funds
  • by contributing additional evening or weekend staffing (i.e. in addition to base staffing commitments)
  • by contributing a combination of funds and additional evening or weekend staffing.

Each additional evening or weekend hour contributed in any section reduces the flexible support contribution fee by $250.

Flexible support contributions are a permanent part of libraries' AskAway commitment. Institutions may handle allocation of hours and funds differently from year to year.

April 2020 to March 2021

Tier FTE Range Flexible support contribution, per library
(each additional evening or weekend hour reduces fee by $250)
1 0 - 2,999 $865.00
2 3,000 - 7,999 $1,435.00
3 8,000 - 14,999 $2,010.00
4 15,000 - 24,999 $4,595.00
5 25,000 + $4,975.00

Tiers

Tier 1

Alexander College
Coast Mountain College
College of the Rockies
Columbia Bible College
Columbia College
Emily Carr University of Art + Design
Justice Institute of BC
Nicola Valley Institute of Technology
North Island College
Northern Lights College
Quest University Canada
Selkirk College
Trinity Western University
University Canada West
Yukon University

Tier 2

Camosun College
Capilano University
College of New Caledonia
Langara College
Okanagan College
Thompson Rivers University
University of Northern British Columbia
University of the Fraser Valley
Vancouver Community College
Vancouver Island University

Tier 3

British Columbia Institute of Technology
Douglas College
Kwantlen Polytechnic University

Tier 4

Simon Fraser University
University of Victoria

Tier 5

University of British Columbia