Phones Introduction

Overview

Clerical staff are often the first point of contact for individuals reaching the Agency. Initial telephone interactions set expectations for the level of service provided, so calls must be answered promptly and handled professionally. To maintain client confidentiality, staff must not disclose any client or case information to individuals outside the Agency.

Accurate call handling is essential. When answering incoming calls, clerical staff must determine whether they can assist the caller directly or if the call needs to be referred or transferred to another staff member or unit. A current roster should be readily available to ensure calls are routed correctly.

When taking messages, clerical staff must obtain complete and accurate information to support timely follow‑up. All callers must be treated respectfully, and staff should remain calm and courteous throughout the interaction.

Note: For procedures related to routing client calls, refer to the Lobby Procedures chapter, Intake Office Lobby topic, and Purpose of Visit section.

Phones Introduction

Overview

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