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Polite Reminders

Keywords

please remember to add the below codes to relevant cases at the start of your notes

  • CoL: For Cost of Living cases
  • SUDAN: For calls related to Sudan Crisis
  • Storm Babet: For any storm or flooding related calls
  • ISRAEL/PALESTINE: For any calls related to the Israel/Palestine Crises
  • AFGHANISTAN: For any calls related to the Earthquake in Afghanistan

Reminders

  • – Please remind callers of the feedback survey if appropriate at the end of the call, the script can be found here and in the script quick link.


    – Outbound calls are only to be made at the request of the Supervisor on shift. Please do not take any call-back actions unless you have been asked to do so. All call backs are documented prior to them being made.
  • – Please remember to try and get a screen shot when submitting a technical support form.

    – Please manage expectations when signposting to BRC Refugee Support Services, some services may have longer wait times and the SU should not expect such an immediate response.

    – Please remember to complete a food support form for Food request cases.
  • – Reminder of Tuesday drop-ins 17:30-18:15
  • – Try to keep calls with High Intensity users to 30 minutes.
  • – Please remember do debrief after a partial shift.
  • – Newsletters are also sent to your Red Cross in box, they can also be read here.