Phones Introduction

Overview 

Clerical is typically the first contact the public has with our Agency, initial telephone contact clerical has with the public determines how our Agency is perceived. Promptness and courtesy when answering the telephone creates a positive image. To protect client confidentiality, staff must not disclose client or case information to anyone outside of the Agency. 

The skills used in directing a call or in taking a message can ease the important task of answering telephones.

Obtaining complete and correct messages is one of the most important responsibilities in handling incoming calls. If unable to assist the caller, refer or transfer the caller to the appropriate person/area. Have a current roster accessible when answering the telephone. It is essential to remain calm, courteous, and respectful to all callers.

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