SDEA PHONE PROTOCOLS
January 2008

In order to enable SDEA to successfully implement its new staffing structures and to enhance site-based resolution of problems and issues, the following phone protocols will be implemented beginning on January 7, 2008. When a member or fee payer calls with a question or issue, they will be asked the following questions:

• How may I direct your call?
• Is this a contract-related question?

If the issue is non-contractual (e.g., membership or schedule-related), caller will be referred to appropriate staff person or officer to get an answer.

• What is your name?
• What site are you calling from?

If the issue is contractual or involves a complaint about their site administration, the caller will be asked:

• Have you spoken with your AR or CR?

• If “NO”, caller will be referred back to AR or CR.
• If there is no AR/CR on record or AR/CR is unavailable, caller will be referred to a contract specialist.

If “YES”, receptionist will verify the name of the AR/CR and approximate date of the conversation.

• Caller will then be referred to a contract specialist.

If caller is the AR or CR, they will be referred directly to a contract specialist (or to a UFO if the case is on-going).

If caller asks to speak directly with a UFO, receptionist will verify their name against a list of on-going cases. For those not listed, the process above will apply.

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