When Volunteers don't have anything in the queue we ask that the volunteers stay until the end of their shift since we now take inbound calls.
The 4-7 shift is a lot slower than the others especially since the 1-4 shift has started again. Please be patient and refresh your screen and check for a new Contact every minute or so.
Voicemail Scripts: The voicemail script is being updated to indicate that the Contacts can call us back at the 866 number. We should see the update within the next 2 weeks. The volunteers are allowed to say in their Vm message that they can call us back at ……….. but do not mention a name for HIPPA reasons.
We also have PSA ads running on TV and Radio that also gives the number to call. Ashley put Link in chat if they want to view PSA. (Links also available on Volunteer Hub on the left hand side "PSA")
We ask that Volunteers pay attention to the chatter posts.
- The chat is the only way have to connect to volunteers.
- Please make sure you engage your Supervisor
- Share questions when they come up so we can start troubleshooting immediately. Don't wait.
- Slow down when making your calls. Its alright to go offline for a few minutes to get your notes together and that will avoid you getting an incoming call in the middle of your notes or before you are prepared.
- You can also decline a call by hitting the red "X" (only if necessary) and the call will automatically route to the next available person.
When speaking with a household and you are ready to assess the next family member hit next at the bottom of the assessment that was just completed. DO NOT hit talk to next contact at the top of the page. That will take you to a totally new call and you will not see a script for the next household member of the call in progress.
To Opt a Contact into texts: Put in phone number then mark yes this is cell. Also check that the number is listed as mobile in the Contact profile side.
When a client speaks Spanish, go through the whole process of the call
- marking no for "is English the primary language"
- Select yes for Spanish when it asks which language.
Please do not assume that the Contact does not speak English because they have a Spanish voicemail. Leave a message anyway.
Do not mark anyone as does not speak English until you/someone has actually spoken to someone in the household and they tell you that they prefer to speak with someone who speaks Spanish.
Debrief run and noted by Kim H
