Applicable To: All Field Operations Division Personnel

Approval Authority:  Deputy Chief H.R. Dunovant

Signature:  Signed by HRD

Date Signed:  9/30/2004

1.               PURPOSE

The intent of this directive is to establish proper telephone answering procedure and to ensure tact, courtesy and a genuine willingness to assist the call by transferring calls and/or taking messages.

2.               POLICY

All employees shall conduct themselves professionally when answering the telephone and make every effort to assist the public in a courteous manner so as to promote a positive image of the department.

3.               RESPONSIBILITIES

3.1              All employees shall promote good public relations and project a positive image.

3.2              Supervisors will enforce the provisions of this command memorandum at all times.

3.3              Section commanders will post a copy of the memorandum.

4.               ACTION

4.1              All calls will be answered immediately.

4.2              The person answering the telephone will identify his/her work site, rank and name (i.e. Field operations division, Officer Doe speaking, may I help you?)

4.3              Avoid using slang or profanity.

4.4              If you must put a person on hold, after a reasonable period of time, ask if they would like to continue to hold.

4.5              Take a complete message; who the call is for, the caller’s name, where they are calling from, a telephone number, purpose of the call and the date and time of the call.

4.6              Do not volunteer personal information.

4.7              If the employee is busy, check to see if someone else can assist the caller.

4.8              A current phone listing should be kept at each phone location.

5.               DEFINITIONS

N/A

6.               CANCELLATIONS

FOD.CM.01.04
     

7.               REFERENCES

N/A