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Scripts
Consent for storing data
High Intensity Callers
Language Line script
Inappropriate or abusive callers
Call backs (voicemails and other outbound calls)
Managing calls towards the end of the shift
Caller Feedback Script
Language Line
Safeguarding process
Refugee Services
Crisis Updates
Ukraine Updates
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After the shift
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After the shift
After the shift
After your shift remember to complete those steps:
Log out of the Mitel phone system
Log out of Dynamics 365
Log out of MyApps
Log out of 'Davies Technology - Adept'
Attend the de-briefing via zoom – joining details in the Operator Manual – Operators page > Briefing and Debriefings. If you join partway through a shift the Supervisor may debrief you over the phone (Mitel) rather than in Zoom.
Destroy any notes you may have taken
Delete any numbers that may show in your phone history
Mute the NSL Teams group