Chapter 1 – General Administration

12070.15 Telephone Etiquette

• When answering the telephone, certain rules of etiquette shall prevail as follows:

  • Arrangements shall be made for staff to answer the telephone at all times during working hour (Monday – Friday, 8:00 a.m. – 5:00 p.m.). In noncustody environments, use of voice message systems may be used sparingly in absence of staff and ensuring all messages are responded to in a timely manner.

  • Staff answering the telephone shall clearly identify themselves and the office in which they are working. Staff shall be courteous and tactful.

  • If staff cannot assist the caller, they shall refer the caller to a knowledgeable source.

  • Supervisors and/or staff shall keep employees who answer their telephones informed as to their whereabouts and/or approximate time of return.

  • If the supervisors and/or staff requested are unavailable, the caller shall be asked if they wish to leave a message or be transferred to the employee’s voice mail (if appropriate).

  • Telephone messages shall be accurately recorded on STDStandard Form (DGS) Form 7, Message Transmittal.

  • If supervisors or their staff want to know who is calling prior to accepting a call, the employee answering the phone shall ask who is calling in a polite manner.

  • If it is necessary to place a caller on hold, let the caller know that this is being done. The caller should not be kept on hold for an extensive length of time. Check with the caller periodically to assure the caller that they have not been forgotten.

• Office and facility directions should contain instructions for placing long distance calls, conference calls, and other services depending upon the system used.