|
FLORIDA VOLUNTEER AND DONATION HOTLINE (Updated 8/18/08) OPERATOR TRAINING INFORMATION Thank you for your willingness to volunteer! Thank you for being friendly, helpful and compassionate to callers. They, like us, are interested in helping the many victims and our part is answering these calls. Remember to talk with a smile, even if the caller is frustrated, and THANK them for wanting to help others in need! Volunteer Operator Job Description The Volunteer Operator serves an important role with the Hotline. The Volunteer serves as a representative of the state, the office of the Governor and is often times in contact with people from across the nation. The public depends on the Hotline to help them get information about volunteering and donating. The hurricane victims depend on the Hotline to help channel resources to their communities - their family, friends and neighbors. Skills Needed: level head, mature attitude and outlook, friendly, good phone skills, confidence, problem-solver. Some callers are very persistent, so patience and a good attitude are REQUIRED.
What is the FLORIDA VOLUNTEER AND DONATION HOTLINE? WE ARE:
WE ARE NOT:
Where do I find answers to all the questions?
The core message is: C ash - Financial gifts get help to people fast. A sk before collecting items that may not be needed. R espond by volunteering with a local relief agency E veryone can help. Go to a local volunteer center. CASH: Some callers want to give cash. Our role is to offer suggestions of the various disaster relief organizations and then guide them to the organization of their choice. In some cases the caller may prefer to give to a local organization that is involved in the disaster relief effort. If they do not have a preference, then the Florida Hurricane Relief Fund is accepting donations that will benefit the victims of the tornadoes. Our role is to help the callers open their eyes and see the bigger picture. Often times, just by asking them questions about their existing connections to community and faith-based organizations, they come to the realization that they have a local outlet for giving of their time, materials or cash. Disaster voluntary response are managed best at the local level where then are intimately aware of the circumstances on the ground. Our role is to support their effort. The information posted on the websites below are updated regularly so please use these websites are your source for information. If you find information that is not accurate, out of date or a new source that is appropriate for our mission, please let the Call Center Manager know. Before you log into the telephone system, visit EVERY link on www.volunteerflorida.org and www.volunteerfloridadisaster.org/hotlinelogin/hotline1.cfm websites. Many disaster response voluntary organizations including the Salvation Army and the American Red Cross do not generally take donations or engage untrained/spontaneous volunteers while actively engaged in a disaster response effort. This is why it is very important to educate the callers about the role they can play if they are connected to a disaster response voluntary organizations. Once you have reviewed all of the information above, visited EVERY link on www.volunteerflorida.org and www.volunteerfloridadisaster.org/hotlinelogin/hotline1.cfm websites, you are ready to turn your phone on and begin accepting calls. If you have any questions while on a call, just raise your hand and the Call Center Manager will come over to help. Please answer the phone : Florida Volunteer and Donation Hotline, this is (first name), how may I help you? While serving on the hotline, please remember that you are representing the Governor’s Office and the State of Florida. Thank you for refraining from sharing your personal opinions and views. We really appreciate your willingness to serve those impacted by the storms by serving as a volunteer call center operator. Your gift of time is really making a difference. Thank you! :)
Florida Volunteer and Donation Hotline Voicemail Script: Thank you for calling the Florida Volunteer and Donation Hotline. The hotline is open daily from 8AM – 5PM Eastern Standard Time. Please visit our website at www.volunteerflorida.org to find out how you can help the tornado victims in central Florida. Thank you for calling.
|