Voice Mail Callers - Response 650-50-50

(Revised 5/15/2012 ML #3328)

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For callers who reach the Aging and Disability Resource-LINK after hours or when staff is on another call, a voice mail system is in place that allows the caller to leave their name and phone number, as well as a brief message. Calls left on the voice mail system will be returned within a maximum of one business day. I & R staff should respond to voice mail calls using the following steps:

1. Record the caller’s name and phone number in the SAMS Call Summary. Record the time of the voice message.
2. Staff should return the call, working only with the individual who placed the original call. If that individual is not home or not available, staff will inquire when the individual might be available. In keeping with the Aging and Disability Resource-LINK policy on confidentiality, no message will be left; the person answering the phone will be thanked and the call will be ended.
3. Every attempt to return the call will be documented in the SAMS Call Summary. After three unsuccessful attempts within a two business day timespan, staff will discontinue calling.