Usage Guidelines

Using the Call Center effectively requires regular monitoring and clear communication practices. Teams are encouraged to check the Call Center at multiple points during the day, such as:

• At the start of the workday
• Midday
• 1-2 Hours before ending their shift. 

This helps ensure missed calls, voicemails, and unread messages are addressed promptly.

Timely responses help build trust with members and reduce escalation. Missed calls and voicemails should be reviewed as soon as possible, ideally within the same business day. Text messages should generally be responded to within one business day, or sooner if the situation is urgent.

If you cannot respond immediately, marking a message as unread or creating a reminder within your workflow can help ensure follow-up is not forgotten.

Escalation Guidelines

Some communication requires escalation to a lead or manager. This may include situations when a member:

• Expresses distress or safety concerns
• Requests support outside your role
• Cannot be reached after multiple attempts, or
• Raises a complaint or sensitive issue.

Always follow your organization’s internal escalation policies and document actions taken when escalating communication.

Planning for Coverage when Out of Office

To maintain continuity of care, organizations should have clear coverage plans when team members are out of office. 

Best practices include:

• Assigning a backup CHW or team member to monitor messages and support members with urgent needs
• Reviewing unassigned communication in the main Call Center tab
• Setting internal expectations for who responds to:
  • Missed calls
  • Voicemails
  • Unread texts

Organizations should establish clear policies for:

• Temporary reassignment of members
• Call Center monitoring during absences