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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
Equipment
Instructions for setting your equipment, answering calls, signing out after a shift
Check what you need to be an operator
Set up your phone ready to answer calls
How to answer calls with your phone
Transfer calls
Stop getting support line calls
Zoom video calls
