Phone Call Procedures

On-Site Response – in the event the crisis is at a specific location

1. Identify individual/manager responsible for on-site program. (This individual may be a volunteer or a staff member. If it is a volunteer, a staff member will be deployed to the location as necessary.)

2. Manager will be primary contact with support from appropriate department director.

3. Manager bears primary responsibility for girls and staff.

4. Manager will relay information to council.

5. Manager will call department director or designated crisis team member every 30 minutes with updates and to get the statements that are coming out from the council.

6. Manager bears primary responsibility for Girl Scout property. It's very important to keep communication clear and consistent between property and staff.

Phone Call Procedures

(Distribute to all persons handling phones during crises.)

DO’s

• Get name, address and affiliation, time of call and message of EVERY caller in writing.

If talking to the media get their deadline for the story. • Tell caller his/her call will be returned ASAP. • Answer in a manner that is concerned, considerate and professional. • Handle calls as quickly as possible to keep lines FREE. • Remain calm!

DON’Ts

• Don’t be intimidated by demanding callers; maintain control. • Don’t give out ANY information. (This includes names of staff or volunteers or information like “She’s in a Crisis Team Meeting.”) • Don’t try to answer questions yourself, even if you think you know the answer. • Don’t speculate on outcomes or the time that calls will be returned, etc. • Don’t talk “Off the Record” – even to volunteers or friends.