TELEPHONE INFORMATION

Call Center Phone Numbers

To find out the number of a telephone, call 959-3111

The hotline (1-800-354-3571) is currently directed to 850-921-5172 (Volunteer Florida office). To have the hotline redirected to another telephone line, complete a EM Constellation request to ESF 2 to call Delta Com at 1-888-482-3762 and ask them to re-direct the number to 850- 487-8477 (Betty Easley Room 240)

LOGIN INFORMATION

Call ESF-15 for the current info

CALL CENTER INFORMATION

Location:   Betty Easley Conference Center

                Room 240

Address:   4075 Esplanade Way, 32399

Directions:   From Capital Circle, turn onto Shumard Oak Drive.  Take the second left, which is Esplanade Way. Take the first right, which is the front parking area of the Betty Easley Building. Enter at front.

Building Supertintendant is Brian Fienemann @ 850-251-8816 cell to get a key.

Special Notes:  Building is secured during weekends and holidays. Access by card key only. If volunteer arrives and front door is locked, call 410-0145 Hotline Manager’s desk.

Meal Service: When the State Emergency Operations Center is at full activation, meals will be delivered from EOC to Betty Easley between 12:00 & 12:30. Caterer will call Hotline Manager’s desk for help. During partial activation, meals may not be provided.  Please check with Hotline Manager for details.

Hotline Log In:  To log in a phone, remove receiver from cradle; press *80, then dial 487-8477.

Hotline Log Out:  Remove receiver from cradle, press *81.

Opening Procedures:

• Confirm that all computers are on and screen is open to Volunteer Florida website.

• Confirm each workstation has HOTLINE CALL LOG SHEET, pen and scratch paper.

• Confirm that there is a new SIGN-IN SHEET for the day.
  
  

• Train all new operators. Ask all returning operators to review website(s) and Operator Tip Sheet closely for changes since their last visit.

• At 8:00 AM, ask all trained operators to Log In: Press *80, then dial 487-8477.

Closing Procedures:

1. Ask all operators to Log Out: Press *81 at 5:00 PM.

2. Call the hotline #1-800-354-3571 to confirm all phones are logged out. Message will be heard by caller.

3. Dispose of all perishable food items and garbage, including emptying all ice from cooler.

4. Tidy each workstation and ensure there is a pen at each desk. DO NOT TURN OFF COMPUTERS.

5. Total all Call Log Sheets and send final count, per category, to jayme@volunteerflorida.org

6. Review (verbally or via email) with Hotline Manager, any problems or patterns of calls during the day.

7. Ensure that all operators are out of the building before leaving.

8. Turn out all lights.

9. Close doors.

VOICEMAIL SCRIPTS

Busy Conditional Greeting

To update this voice mail message:  Call 921-5172, once recording starts, press *, when prompted, enter the password 5678.  To record a new busy message, press 8, then press 4, then press 2, then press 2 , then press 7 and end by pressing *, then press 9 and hang up.

Thank you for calling the Governor’s Commission on Volunteerism and Community Service, Volunteer Florida.  All of our lines are busy at this time.  If you are calling for a staff member, then please press 1 and leave a message.  Your call will be returned as soon as possible. 

If you are calling in response to a recent disaster, please listen carefully to the following message.  The message includes Internet resources and additional phone numbers that may help you so please be prepared to write them down.  (Pause)

No Answer Conditional Greeting

To update this voice mail message:  Call 921-5172, once recording starts, press *, when prompted, enter the password 5678.  To record a new no answer message, press 8, then press 4, then press 2, then press 6 , then press 7 and end by pressing *, then press 9 and hang up.

Thank you for calling the Governor’s Commission on Volunteerism and Community Service, Volunteer Florida.  Our regular office hours are 8 a.m. to 5 p.m. Eastern Time Monday through Friday.  If you are calling for a staff member please press 1 and leave a message.  We will return your call as soon as possible. 

If you are calling in response to a recent disaster, please listen carefully to the following message.  The message includes internet resources and additional phone numbers that may help you, so please be prepared to write them down.  (Pause)

Forwarded Conditional Greeting to voicemail for after-hours

 To update this voice mail message:  Call 921-5172, once recording starts, press *, when prompted, enter the password 5678.  To record a new no answer message, press 8, then press 4, then press 2, then press 3 , then press 7 and end by pressing *, then press 9 and hang up.

Thank you for calling the Governor’s Commission on Volunteerism and Community Service, Volunteer Florida.  Our regular office hours are 8 a.m. to 5 p.m. Eastern Time Monday through Friday.  If you are calling for a staff member please press 1 and leave a message.  We will return your call as soon as possible. 

If you are calling in response to a recent disaster, please listen carefully to the following message.  The message includes internet resources and additional phone numbers that may help you, so please be prepared to write them down.  (Pause)