• Determine the information to be recorded and timetable of updates to the service (if applicable).
• Plan for advertising the number, which may include having stationery and flyers printed, or a stamp with the hotline number that can be stamped onto all outgoing printed correspondence or promotional material.
• Set up a hotline number for callers by recording message and hooking up to the phone line. Record information that will answer the most commonly asked questions.
• Set up a toll free number for non-local callers.
• Advertise the number in the media, and ensure it is on all your outreach material.
• Offer the option of being put through to a specific person for more details.
• Appoint staff to answer questions
• Brief and train the person nominated to ensure they can access all information have contact details of who to ask for information on specific aspects of the project, and have a pleasant telephone manner, even with difficult callers.
• Record calls/common complaints/concerns in telephone journal for your records and input to the participation process.