00-02 ROUTINE INCOMING CALLS

Unit Order:  00-02

Subject:       ROUTINE INCOMING CALLS

PURPOSE

This Unit Order establishes the standard operating procedures for answering routine incoming telephone calls for all personnel assigned to TRAP.

Establishing and maintaining good public relations shall be a primary concern of all TRAP personnel handling incoming telephone calls.  The following procedures shall be observed:

• Give proper identification when answering the phone - your unit and your name, IE: “TRAP Headquarters, Sergeant Smith, how can I help you?”

• Handle the call yourself, when possible, unless the caller asks to speak to a specific person.

• When necessary to refer the caller to another unit, explain the reason and provide caller with the correct number before transferring the call.

• If a caller has already been transferred, offer to obtain requested information and return the call promptly, notifying caller of action taken or results of your efforts to obtain correct information.

• Use message forms when taking messages; record the following information:

• • Called Person’s Name
  • Caller’s Name and Affiliation
  • Date and Time of Call
  • Message
  • Receiver’s Name

                                                                                    ________________________________           

     MARTIN L. RODRIGUEZ, CAPTAIN

                                                                                      PROJECT DIRECTOR