Policy - Phone Etiquette

Section: Human Resource Policies   
Policy Owner: Ignition633 Ministries Human Resources   
Policy Name: Phone Etiquette Policy   
Origination Date: October 2024   
 
Phone Etiquette Policy

Purpose:
This policy establishes telephone communication standards to ensure staff and volunteers represent Ignition633 Ministries with excellence, compassion, and professionalism. 

Scope:
This telephone communications policy applies to all individuals who handle calls on behalf of the Ministry. This includes staff members, administrative personnel, and reception desk workers. 

Policy:

Answering Calls:
All calls must be answered within three rings using a warm, welcoming tone. Staff and volunteers should identify themselves and the ministry by saying "Hi thanks for calling Ignition633 Ministries, this is _______, how can I help you?” Speech should be clear and at a moderate pace. Detailed messages should be taken when needed.

Professional Conduct:
A quiet background environment must be maintained during calls. Give callers your complete attention and use appropriate language, avoiding slang. Practice active listening while showing patience and compassion. Confidentiality must be maintained at all times.  

Call Management:
Calls should only be transferred after informing the caller. Provide accurate information about service times and events. When taking messages, include the caller's name, contact information, purpose of call, level of urgency, and best time to return call. 

Voicemail:
Voicemail messages must be checked regularly throughout the day with calls returned within 24 hours or the next business day. Voicemail greetings should be updated to reflect current office hours and closures.

Emergency Calls:
Emergency situations must be identified promptly. Staff should know proper procedures for connecting callers with pastoral care. An updated emergency contact list must be maintained, and all emergency calls should be documented. 

Personal Calls:
Personal calls during work hours should be limited and conducted using personal devices during designated break times. Ministry phones may not be used for personal long-distance calls under any circumstances.  

Documentation:
All significant calls, especially those involving complaints, must be properly documented according to ministry protocols while maintaining appropriate confidentiality standards.

Training:
All staff and volunteers who handle phone calls must complete initial phone etiquette training and participate in periodic refresher sessions to maintain high standards of telephone communication.  

-------------------------------------------------------------------------------------------------------------------------------This policy will be reviewed annually and is subject to change. Any changes will be communicated to all employees promptly.  
For any questions or further assistance regarding this policy, employees should contact the HR department at hr@ignition633.org.