Emergency Plan - Grand Strand Water and Sewer Authority

APPENDIX 12
EMERGENCY COMMUNICATION PLAN
GSWSA CALL-TAKER’S WORKSHEET
DATE: TIME: CALL-TAKER:
“Thank you for calling GSWSA.
This is __________, how may I help you?”
LISTEN : take careful notes : restate to ensure understanding
“May I have your name?”
INCOMING
CALL
“And your address please?”
“And your telephone number?”
“Mr. / Ms __________, we are currently having a problem in that area.”
Provide the caller with the appropriate information, PROVIDED it has
been approved for release by the CEO.
STICK TO APPROVED INFORMATION ONLY!!!
IF APPROPRIATE - “Mr. / Ms _______, if we need to contact you, is
(number given above) the best way to reach you?” ____________
“When is the best time to call you back?”_________________________
“Thank you for calling.” (‘Someone will be in touch as soon as we have
more information’, etc., as appropriate…)
FOLLOW-UP
-
INFORMATION
RETURN
CALL
Call-back made by:
Date:
Time:
Spoke with:
Outcome:
UPSET or ANGRY
“
Mr. / Ms _________, I understand you’re upset, I’m sure I would feel the same way. Let’s work
together, and see what I can do to help you.”
DO NOT say, “I know how you feel.” YOU DON’T!