From: | |
Sent: | 9/8/2020 4:25:36 PM |
To: | |
Cc: | |
Subject: | |
Attachments: | \DSS Auto Attendant - Recording Messages.docx |
See attached proposed new phone messages for DSS. Reply with any suggestions by end of this week so the changes can be implemented.
Thank you everyone.
Linda Clements
From: Clements, Linda
Sent: Thursday, August 27, 2020 12:23 PM
To: 'Christie Markham (cmarkham@alexandercountync.gov)' <cmarkham@alexandercountync.gov>; Dayvault, Kay <kdayvault@alexandercountync.gov>; 'Heather Hunt (hhunt@alexandercountync.gov)' <hhunt@alexandercountync.gov>
Cc: Whisnant, Leeanne <lwhisnant@alexandercountync.gov>
Subject: RE: DSS Recorded Phone Message
Good morning,
Kay is fast. Attached are instructions for updating the phone message and transcripts for current messages.
I suggest the following changes to the transcript:
1. Language for an option for foster/adoption
2. Language that encourages clients to go to the Alexander County website where they can find links to apply for some services like FNS, Medicaid, … and other service information and provide website.
3. Language for an option if still have a question regarding DSS services and will have return call next business day.
Christie, are you willing to modify the transcripts as a 1st draft for all 3 above and send out to everyone? Note: Christie is out of the office until next week.
Thank you!
Linda
From: Clements, Linda
Sent: Thursday, August 27, 2020 11:18 AM
To: 'Christie Markham (cmarkham@alexandercountync.gov)' <cmarkham@alexandercountync.gov>; Dayvault, Kay <kdayvault@alexandercountync.gov>; 'Heather Hunt (hhunt@alexandercountync.gov)' <hhunt@alexandercountync.gov>
Cc: Whisnant, Leeanne <lwhisnant@alexandercountync.gov>; Cronk, Greg <gcronk@alexandercountync.gov>
Subject: FW: DSS Recorded Phone Message
Good morning,
1. Do we have a transcript for the current after hours DSS phone message? If not, Kay, can you ask someone from the front to create this by listening to the current message, knowing it may require some flex time?
2. Christie, can you develop proposed modification to that transcript, adding language desired regarding foster/adoption licensing information?
3. Everyone, please closely review the transcript. I listened again last night, and at this time there is no way to leave any message except for Medicaid Transportation. Do we want to allow callers to leave a message regarding all other DSS services to be returned the following business day? What extension would get that message? And then we need to additionally modify the transcript as needed.
4. Based on Greg’s estimate below, and the decision that we can use adoption funds to cover the cost, I think we go ahead and reprogram adding a way to connect to C. Markham’s phone and possible to another extension (depending on 3 above). But 1st we need to complete 1-3 above.
Thanks everyone.
Linda Clements
From: Cronk, Greg <gcronk@alexandercountync.gov>
Sent: Thursday, August 27, 2020 8:20 AM
To: Clements, Linda <lclements@alexandercountync.gov>
Subject: RE: DSS Recorded Phone Message
Linda, the hourly rate to have the vendor make programming changes to your auto attendant is $195 an hour, not just a single $150 charge. I would assume that they could make that change in an hour but it could be longer. You can certainly change the auto attendant greeting message at any time to include additional information. Someone should have instructions in your office to do that. Please let me know if you need anything else. Thanks.
Greg
From: Clements, Linda <lclements@alexandercountync.gov>
Sent: Wednesday, August 26, 2020 7:21 PM
To: Cronk, Greg <gcronk@alexandercountync.gov>
Subject: DSS Recorded Phone Message
I have a follow up question about the recorded Alexander County DSS phone message for after hours. You stated that there would be a charge of around $150 to add an option to transfer to C. Markham to leave a message regarding foster/adoption licensing classes. My follow up question is: what if we did not add to option to connect to C. Markham’s phone and just modified the recording with information on how to call C. Markham? Would there be a cost to modify the recording?
Thank you.
Linda Clements