Things to talk about:
- New Debrief Schedule
- Mini 1 on 1
- Staying and Dialing
- First day on the phones?
- Good, Bad, Ugly
Updates:
Starting next week we're going to be trying something different with the huddles, instead of running one every night of the week and a weekend wrap up on Sunday, we're instead going to be running two debriefs a week, one in the evening and the other in the afternoon to help as many volunteers as we can. Keep an eye out on your email for invites to these debriefs so that way we can try and help out.
To help with the above point, your supervisors are going to be asking for feedback and questions at the end of your scheduled shift, this will be so we can try and help field questions and help you directly. This will help us all be more efficient in our process and education on what we do.
This week we started taking inbound calls from contacts who are trying to get ahold of us. It is now incredibly important that if you are out of contacts that you stay on the phones, check back every one to three minutes to see if there's another call you can make, and be ready to take an inbound call.
Inbound calls are where a contact is reaching out to us, opposed to the standard outbound call where we reach out to them. You will get a ringtone and your CCP phone will have a green box that you will need to accept. From there the script should auto populate and you can go about it as if it was a normal call.
At the end of the day, if you are making calls and connecting with your cell, make sure that when you're done dialing you go ahead and 'log out' and disconnect your phone when you're ending your shift.
Importance of leaving notes. Make sure that you're leaving a note on every single call, this will help any other volunteers who call after you do. It helps break down situations that we may be walking into, helps with pronunciation of names, and dramatically helps in establishing expertise.
Leaving multiple voicemails a day - Make sure we are leaving a Voicemail on the first call of the day, any subsequent calls you can just mark 'no answer' and move onto another call. We will continue to call people multiple times a day because what we're talking to them about is important information that will in general be helpful. We let the contact know in our voicemail what number we are calling back from and give them all the tools needed to know who we are and what to look out for.
Calling at certain times of day - This is something that the state is having meetings about to try and make sure we're contacting people at times that are the most convenient to them, this is going to take more meeting and time to be worked out so hold tight.
Spanish speakers in English queue - this is an error where it depends on what happened with the contact on the initial call, if they say they speak English on the first call, any calls that happen after that initial call aren't able to change the language selection on the very first call.
Colt B
