Transcription of CALL CENTER STANDARD OPERATING PROCEDURES
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CALL CENTER STANDARD OPERATING PROCEDURES
Page C-1 CALL CENTER STANDARDOPERATING PROCEDURES The following information describes STANDARD OPERATING PROCEDURES developed in Phase I and incorporates additional information that may be used as a template to activate a joint family assistance CENTER (JFAC) in the event of a crisis or mass casualty 1. CELL OPERATIONSA. Purpose of the Cell The Call CENTER is an important communications link to victims families and is a signifi cant source of contact for families and friends requesting information on missing persons and family support services, and the primary contact point for responding to public and media inquiries. The Call CENTER centrally manages all calls coming into the PFAC via a dedicated DoD toll-free hotline telephone number.
SECTION 2. OPERATING PROCEDURES A. Call Center Caller Intake Process • Ensure callers are treated with respect, consideration and sensitivity • Take time with each caller as needed—staff is dedicated to meeting the needs and understanding the concerns of …
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