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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
Training & Advice
Useful information when answering calls and dealing with cases
During a call
Practical tips for answering calls
Practical advice you could give callers
How you could respond to callers
Ending calls
Calls from previous callers
Printable Consent Script
Inappropriate and/or abusive callers Script & Guidance
When to create a case
Dealing with difficult calls
Mitel Guidance
After a call
Calling people back
What to do after a call
Summary notes guidance
Quality Assurance
Useful information
Phonetic alphabet
EDI data
Media Process
