Do we let a caller have more than one call on our shift?

The short answer is "It depends." There is not a set rule in the operation's manual. We leave this one up to the shift, and the shift supervisor to decide on the shift. So it is up to everyone to talk about in between calls.

Here are some of the things to consider.
1) What time of the day is it? If the caller’s first call is at 8pm, then we might let them use all three calls before midnight. If the call is at 8am, or 4 am, then I would ask the caller to save the second call for later.
2) We try to stay away from fostering special relationships. So we try not to have a counselor talk to the same caller more than once in a call. If a caller is fishing for a particular counselor, sometimes, thee shift supervisor may ask that counselor not to pick up the phone when the caller calls.
3) Is the caller someone who has super long calls? If so, then probably one call per shift would be helpful.
4) How busy is the shift?

So these are some factors to consider in your discussion. I would recommend talking to everyone after you are done talking with a caller and decide as a team whether or not you want to let the caller call more than once in your shift.