Voicemail &Telephone Call Handling (Policy & Procedure)

Voicemail &Telephone Call Handling (Policy & Procedure) Publication Scheme Y/N Department of Origin Policy Holder Author Related Information Can be published on Force Website Force Contact Centre (FCC) Head of FCC Development Manager FCC National Call Handling Standards National Crime Recording Standard National Standard for Incident Recording Date Approved at BMG 23/5/2007 Version V1.3 Updated 01/08/2014 Date of Next Review 02/06/2015 August 2014

Voicemail & Tel Call Handling FCC Statement Policy This policy updates and merges two previously separate policies in line with National Call Handling Standards as of May 2007. It is designed to ensure that all calls for service are handled, resourced and answered effectively. Aims The policy aims to embed best practice for the use of telephones, faxes, mobile telephones, blackberries and any other voice based communication device issued or used for Police purposes. The policy is underpinned by procedures designed to provide clear, definitive and unambiguous direction for all those involved in its deployment. Objectives The key objective is to achieve a high level of public satisfaction and confidence by having a contact call receive a meaningful reply at first point of contact, thereby reducing additional demand or dissatisfaction with the service. As approximately 80% of all contact with the public is carried out over the telephone, performance in answering these calls and the way in which the calls are dealt with has a major impact on the levels of public satisfaction. Application and Scope The policy covers all aspects of voicemail and voice based call handling that are not routed to the Force Contact Centre (FCC) Department, and the individual responsibilities of Police Officers and Police Staff in adhering to this policy. The policy and procedures apply equally to all Police Officers, Police Staff and members of the Extended Police Family within the Force. This policy also applies to personal mobile telephones whilst they are being used for force purposes. The Chief Officer lead for this policy is the Assistant Chief Constable responsible for Operations, Call Handling & Criminal Justice. Outcomes Outcomes should reflect specific objectives and be measured against these objectives on a routine basis. The FCC will determine responsibilities and activities involved in measurement. In broad terms expected outcomes are: Improved customer service Less failure demand through unnecessary repeat calls Status: V1.3 1 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC Procedure Version History 2/06/2012 V 1.2 Main amendments reflect new structure and process arising from organisational change. References to Policing Pledge and Quality of Service Policy removed. Front logo updated. 01/08/2014 V 1.3 Main amendment reflects changes to accessing international dialling services (old paras 2.7.4 & 2.7.5 removed). Reference to Organisational Support & Development also removed Status: V1.3 2 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC Procedure Voicemail and Secondary Call Handling Voicemail system 3 General Principles 3 Best Practice 5 Performance Management 6 Telephone & Communications Answering Telephone Calls 8 Transferring Telephone Calls 9 Unanswered Telephone Calls 10 Fax Transmissions 10 Published Telephone Numbers 10 Private use of Telephone System 11 Restrictions on Use of Telephone System 12 Calls between Landline Telephones and Mobile Telephones 12 Recording Facilities 13 Reporting of Problems 13 Misuse of Telephone System 13 Monitoring 13 Status: V1.3 3 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC 1. Voicemail and Secondary Call Handling 1.1 Voicemail System 1.1.1 The Force has had a voicemail facility for a number of years, but the use of the system is sporadic. The current system has the capacity to manage over 10,000 mailboxes. 1.1.2 This policy requires that telephone extensions that are left unattended must be transferred to voicemail, or the telephone diverted to another extension where that person will be able to deal with the call with a meaningful reply, and not transferred to an extension where knowledge of the query will not be available. 1.1.3 Unanswered telephones can impact upon service delivery to our customers, which in turn will impact on satisfaction in the service we offer to all callers. People who call and get no reply will call again thus creating failure demand - one call answered first time removes the need for a further 2 or 3 calls. The need to make repeated calls could see an increase in the number of complaints against the Force, complaints that are avoidable. There is also the potential for the Force to miss out on intelligence from members of the public which could further help deliver intelligence led policing. 1.2 General Principles 1.2.1 The general principles of the policy are: a) Telephones are answered in a timely and informed manner b) Access to services internally and externally is provided at first contact c) The primary object is to answer the call in person 1.2.2 There should be no telephone in the Force that continually rings out. The Force telephone network supports the voicemail system and this policy will lead the drive on ensuring that staff make use of the system. We strongly encourage staff to make a contribution to improving the way that the force handles calls. If everyone plays their part we can make the service we deliver to people even better. The following steps are provided as a guide to assist you with using your voicemail system to its full potential. 1.2.3 All extensions that have a direct dial facility will require a managed voicemail. Any exceptions to this should be discussed and sanctioned by the BCU or Departmental Policy Owner. This will ensure that it is compatible with the Force Telephone Policy and guidelines laid down in the National Call Handling Standards 1.2.4 Individual voicemails must include: a) Name b) Role c) Date or week commencing with current availability. d) Alternative contact number where applicable. e) Indication of when any message left will be answered. f) Voicemail answering message to be recorded daily or weekly but includes availability. Status: V1.3 4 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC Office voicemails must include: a) Name of office or department. b) Office opening hours. c) Alternative number for urgent calls. d) Indication of when any message left will be answered. 1.2.5 The identified best practice for using voicemail is to change the message each time you activate the system. The message is then always current and up to date and offers the caller reassurance that you do check your Voicemails, and any message left will be answered. 1.2.6 Please ensure that any voicemail quoting an alternative contact number must first be agreed with the host BCU/Department. 1.2.7 Whenever the system has been used then the voicemail account should be checked immediately and the system de-activated. Areas/Departments need to ensure that they have a robust process for managing the number of messages stored on voicemail. Compliance and monitoring will be via the Superintendent Operations based on information provided by FCC. It is the BCU/Department responsibility to obtain and action management information regarding the use of voicemail. 1.2.8 It is the responsibility of the individual to ensure that they manage their own voicemail accounts effectively. Account holders are responsible for ensuring that they respond to all messages in a timely fashion. The National Call Handling Standards stresses the need to meets callers expectation, so returning calls is important in supporting public confidence. 1.2.9 It is not appropriate for public access extensions to be placed on voicemail i.e. enquiry offices, nor should they be transferred to the switchboard. Transfer of public access extensions should be within the host BCU or Department where the call can receive proper attention and provide a meaningful reply. 1.2.10 Any caller to the Force reporting that they have not a response to voicemail message they left, will be dealt with immediately by whatever means are required, unless a previous appointment to do so has been made. Where the switchboard, Call Handler or any other person receives such a call they will inform that person s Supervisor, via E Mail. In the case of an urgent enquiry regarding a call for service a Storm log will be created so that an action will be taken in line with the call grade and response policy. 1.2.11 Supervisors will be responsible for carrying out random dip samples of the telephone extensions to ensure no voicemail account is holding stored messages. 1.2.12 For guidelines on how to set up a mailbox account and manage it effectively see the User Guide on the Force Intranet. Status: V1.3 5 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC 1.3 Voicemail Best Practice 1.3.1 Every day your greeting should reflect your status for that day. If you are in the office or checking voicemail regularly, the current date should be reflected in your greeting. If you are on leave or are out for an extended period of time, the information provided should be reflective of that situation. 1.3.2 The following examples are grouped into categories. They do not cover every situation possible, however, they do give you guidance on the detail that is required for each category. (a) You are in the office throughout the day or are checking messages regularly throughout the day, but may have a meeting or two scheduled (not affecting your checking messages). Hello, you have reached (NAME) at..; today is (DAY AND DATE). I am either on the phone or away from my desk. If you leave your name, number, and a detailed message after the tone, I will return your call as soon as possible. If you need immediate assistance, use extension. to reach (NAME) (as appropriate to your office). (b)you are out of the office all day. This could be meetings, leave, etc You may or may not be checking voicemail regularly, but are not reachable within the office during the day. Hello, you have reached (NAME). today is (DAY AND DATE). I will be out of my office throughout the day in meetings. I will (will not) be checking voicemail (periodically, infrequently, etc depending on your circumstances). If you leave your name, number, and a detailed message after the tone, I will return your call as soon as possible (or tomorrow if necessary). If you need immediate assistance, use extension. to reach (NAME) (as appropriate to your office). (c) You will be out of the office for an extended period of time. This could be training, sick, leave, etc. Hello, you have reached (NAME).. I will be out of the office and will not be checking voicemail regularly. If you leave your name, number, and a detailed message after the tone, I will return your call on (Date, if known) or as soon as I return. If you need immediate assistance, use extension to reach (NAME) (as appropriate to your office). 1.4 Voicemail Performance Management 1.4.1 In line with voicemail best practice, dip sampling will be undertaken by FCC on a monthly basis. This will include checking whether voicemail has been set out of hours and checking timescales for response to messages. 1.4.2 Audit information will be provided by FCC to BCU Superintendent Operations to take action where appropriate. Status: V1.3 6 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC 2. Telephone & Communications 2.1 Answering Telephone Calls 2.1.1 Telephone calls should be answered promptly and where possible within six rings, an alternative is to pre set a six-ring voicemail. 2.1.2 A standard greeting will be used when the telephone is answered for external calls. a) Good morning (or afternoon or evening) b) Merseyside Police c) (if appropriate) The name of your Department d) Your name e) How can I help you NB. Those departments who operate strict security arrangements will be exempt from Identifying names. NB. Mobile telephone users will use a similar professional manner when answering calls appropriate to their circumstances. 2.1.3 Whilst on the telephone, a helpful and courteous manner should be observed at all times. 2.1.4 Sensitive information will not be passed or discussed over the telephone unless the identity of the other party has been properly verified. 2.1.5 Except in cases of utmost urgency, restricted or confidential information will not be discussed where either party to the call is using a mobile phone. 2.1.6 Telephone calls should be concluded in a professional manner and where appropriate callers should be supplied with a direct dial in number (i.e. 777) for any subsequent calls. 2.1.7 Calls between or received by Airwave terminals are subject to the Airwaves Operating procedures and policy, but where an external call is taken this policy should be adhered to. 2.2 Transferring Telephone Calls 2.2.1 Where possible, telephone calls should be dealt with by the first person answering the telephone. Transferring a call should only take place when it is appropriate to do so to provide the caller with the best possible service, in line with the voicemail and secondary call handling policy requirements. 2.2.2 Transfers should be made directly to the most appropriate extension based within the host BCU or Department. Transferring the caller back to the switchboard is not appropriate as the knowledge or information of a given enquiry will not be available at that unit. 2.2.3 When the call is being transferred wait for the extension to be answered, announce to the person answering that it is a transferred call, and pass sufficient details to prepare the receiver to deal with the call effectively. Status: V1.3 7 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC 2.2.4 Where it has been necessary to verify the identity of a caller for reasons of security or confidentiality, this must be communicated when transferring the call. 2.2.5 If the appropriate extension is not available then the caller should be provided with the correct DDI number (or extension) and advised when best to call again. 2.3 Unanswered Telephone Calls 2.3.1 Telephone extensions that are left unattended, must be transferred to voicemail or to another extension where a person can either deal with the call or take an appropriate message in line with the voicemail/secondary call handling policy. 2.3.2 It is not acceptable to transfer calls without informing the receiving extension owner(s) of those arrangements. 2.3.3 Under no circumstances must phones be left off the hook, unplugged, with the bell turned off, or transferred to another extension which is already on transfer. 2.3.4 Telephone extensions that have been left on voicemail must be checked for messages before the end of the working day when the postholder has returned to work. 2.3.5 Mobile telephones on transfer to voicemail must also be checked for messages according to this schedule. 2.4 Fax Transmissions 2.4.1 All fax machines should be checked daily for incoming messages and a register maintained showing action taken against transmission of faxes within BCUs and departments. 2.4.2 All incoming messages should be dealt with promptly and each fax machine should be checked at the commencement and before the end of the working day. 2.4.3 Line managers must ensure that they have an appropriate distribution system for incoming messages in place, which meets the needs of their BCU/department/team. 2.4.4 All external faxes should adhere to corporate branding in the use of headed templates. 2.4.5 Misdirected faxes received should be re-transmitted onwards to the correct location. (When the correct location is not known the original sender should be informed of the error.) 2.4.6 When answering a telephone call and the fax tones are heard, then the call should be transferred to the nearest available fax for printing. Status: V1.3 8 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC 2.5 Published Telephone Numbers 2.5.1 It is the responsibility of each member of force and line managers to ensure that all their personal details published in the electronic telephone directory are correct and up to date. Self-updating of the electronic directory is available. 2.5.2 It is the responsibility of line managers to ensure that all their department / team details that are published in the electronic telephone directly are correct, up to date and relevant. 2.5.3 The 'Direct Dial In' (DDI) system using 777, should be promoted as much as possible on all correspondence and when providing future contact details. 2.5.4 If no DDI number is available, then 101 with the appropriate extension number should be given. 2.5.5 Any business cards or letters produced should contain the holders DDI number, not 0151 709 6010 or 101 and the hours that the extension will be available to take calls. If no DDI number is available then 101 with the appropriate extension number should be used. 2.5.6 Any DDI which is advertised must be linked to the voicemail system to enable effective management of calls. 2.5.7 The central switchboard number must not be used as a works telephone number. 2.5.8 When supplying a telephone number where you can be contacted at work (i.e. to your children s school), the DDI number where you can be contacted (or a message taken on your behalf) should be provided. 2.5.9 When supplying a telephone number where your employer can be contacted, provide the DDI number of the most appropriate department / person who can best deal with the enquiry 2.6 Private Use of Telephone System 2.6.1 The making of personal telephone calls or the sending of personal faxes and text messages is only allowed with the permission of line managers. The highest levels of ethical and professional standards must be maintained. 2.6.2 Private calls will normally only be allowed with the permission of line managers. However they are permitted for short informative calls eg to inform family when an individual is anticipating being late home for duty, or in cases of family emergency. Under such occasions it is expected that the calls will be kept to a minimum period 2.6.3 The use of the telephone system is monitored and excess use of the system will potentially lead to disciplinary proceedings. Status: V1.3 9 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC 2.7 Restrictions on Use of Telephone System 2.7.1 No computer equipment including fax modems will be connected to the force telephone system without the express permission of the Telecomms Manager. Where such connections are authorised, they will be carried out solely by members of the Information Systems Department. 2.7.2 The internal telephone system has been set up so that certain telephone numbers are barred: a) Premium cost numbers b) BT operator numbers (i.e. 100 & 153) c) 0151 709 6010 2.7.3 The practice of dialling another internal extension number via the 777 direct dial facility, thereby incurring additional cost, is not permitted. 2.7.4 Some designated internal telephone extensions do not have access to the external telephone system. These telephones will only be connected to the external system by switchboard staff under circumstances of the utmost urgency. 2.8 Calls between Landline Telephones and Mobile Telephones 2.8.1 The costs of telephone calls to and from mobile telephones are much more expensive (up to ten times) than using landline telephones. 2.8.2 If there is an option to make a telephone call to a landline number, or to a mobile number, the landline telephone number should be used first. 2.8.3 In making a telephone call, if there is an option, always use a landline telephone in preference to a mobile telephone. 2.8.4 Airwaves terminals use in phone mode also attract costs for use, which details of heavy use will be reported to BCU Finance Units via Force Telecomms. 2.9 Recording Facilities 2.9.1 In order to ensure that professional and ethical standards are maintained, telephone conversations and fax modems may be monitored and if necessary recorded. Such recordings may be used in subsequent judicial or disciplinary proceedings. Any monitoring or recording of communications will be properly authorised by a Chief Police Officer. Status: V1.3 10 Last Update: 01/08/2014

Voicemail & Tel Call Handling FCC 2.10 Reporting of Problems 2.10.1 Any errors in the telephone process (such as regular misdirected calls) should be reported to the switchboard. Or where an incorrect extension number is apparent on the electronic directory the line manager of the person concerned should be e-mailed by the person receiving the call to rectify and properly update the entry. 2.10.2 Any faults with telephone handsets and fax machines should be reported to the switchboard so that calls may be diverted temporarily where necessary. Replacing faulty equipment should be arranged via Area / Dept administration units. 2.10.3 Faults on telephone lines should be reported to Comms Tech at HQ. 2.10.4 Faults with mobile telephones and pagers should be reported via Area / Dept administration units. 2.11 Misuse of Telephone System 2.11.1 Any misuse or abuse of the telephone system should be reported to line managers. Each case should be judged on its merit and any response should be justified and proportional. Any investigation must be carried out in the least intrusive or damaging manner. 2.11.2 Assistance in investigating telephone misuse is available from the telephone manager. 2.12 Monitoring 2.12.1 It is the responsibility of Area Commanders and Departments Heads to monitor and report on the use of the telephone system to ensure that this policy is complied with, in conjunction with the voicemail and secondary call handling policy requirements. 2.12.2 Assistance in the production of telephone, Airwave and mobile phone records and voicemail use is available from the Comms Tech Department at HQ. Status: V1.3 11 Last Update: 01/08/2014