TELEPHONE COMMUNICATION POLICY

1. All OPI employees shall attend at least one one-hour telephone in-service training program.  The training will include information about the OPI phone system and protocol. The training will also explain how to use the various phone features and describe the various phone options available to employees.

2. The "ring busy'' feature SHALL NOT be used.

3. An employee who takes a call for another individual may use e-mail or deliver the message in any other way deemed appropriate.  Messages shall include the caller's name, phone number, date and time of call and the subject matter of the call.

4. Each employee shall inform the receptionist or his or her administrative assistant when the employee is gone from the building and when the employee is expected to return.  A list of staff in an Excel Spreadsheet, showing each person's normal office hours and lunch break shall be prepared. When staff members are out of the office for a full day or more, the employee shall notify one of the receptionists, who will update the Excel Spreadsheet. The receptionist shall update the list each week to keep it current.  The file shall be saved in a share directory.  Each receptionist shall have a shortcut icon on his or her desktop that directly opens the file to the screen.

5. All employees shall have a roll over number to insure that the phone is answered within 4 rings.  For example, division administrators' and bureau chiefs' phones should roll over to voice mail, specialists' phones to an AA, and AAs' phones to a receptionist.

1. When a phone is forwarded or rolls over to the receptionist or administrative assistant, the receptionist shall send an e-mail message to the intended call recipient.   Others who end up taking a call that must be returned can also use e-mail or deliver the message in any other way deemed appropriate.  Messages shall include the caller's name, phone number, date and time of call and the subject matter of the call.

2. A copy of the MASS Notes and EdVents shall be readily accessible to all administrative assistants, (or an assigned designee in each division or bureau) and to the receptionists to aid in answering questions.

3. The 800 number shall use a menu system.  (Voice mail shall be included on the menu).

4. Calls to the receptionist shall be answered within 3 rings even though they may have to put a caller on hold.

5. Administrative Assistants' phones shall roll over to the receptionist.

6. Receptionists shall attend specialized training sessions in addition to the mandatory telephone in-service for all staff.

7. On state holidays, the receptionists' phones shall be forwarded to extension 3095 and the 3095 extension shall include a message that indicates that the Office is closed for the holiday.   On state holidays, all administrative assistants' phones shall be forwarded to the receptionist and anyone with voice mail will forward to their voice mailbox.

8. The receptionist or a backup staff member shall staff the receptionist station from 8-5 daily.

9. The in-house phone directory shall be updated on a monthly basis.  Any changes necessary shall be sent to personnel for updates.

1. Assistant superintendents, the chief of staff and the deputy superintendent shall have voice mail unless an alternative plan has been approved by the deputy superintendent or in the case of the deputy, the superintendent.

2. Phone etiquette and responsiveness shall be included in performance standards and addressed in the performance appraisal process.

3. The MASS notes shall include the state holidays for the upcoming month.

4. Each division administrator and bureau chief shall ensure that a system is in place for logging in and out of the building during office hours.  This may mean informing the receptionist or administrative assistant as to the administrator's whereabouts or could include a check in/out board.

5. Division administrators' and bureau chiefs' phones shall roll over to voice mail, specialist to an AA, and AA to the receptionist.

1. Outgoing voice mail messages shall be updated whenever the employee anticipates being gone from the office for more than one full day.  The message shall indicate when the employee will return and the name and number of a "real person" the caller can talk to if so inclined.  A script shall be provided and presented during the telephone in-service.   The script shall contain examples of messages to leave daily or weekly depending on the individual's schedule.  A special message indicating that the Office is closed for a state holiday shall be used when appropriate.  It will be at the supervisor's discretion to decide if the message should be updated daily, weekly or on an as needed basis.

2. Voice mail shall be checked on a daily basis and shall be answered within 24 hours, but preferably sooner, unless the employee is on vacation, extended leave or away from the office on business.  If the employee is unable to check his or her voice mail on a daily basis, a designated individual may be responsible for checking the messages.

3. There shall be no reverting from one voice mail to another.  This means that if you have voice mail, you shall not forward your phone to another person who has voice mail.

4. Voice mail use shall be pre-approved by the division administrator, bureau chief, one of the three assistant superintendents, chief of staff, or deputy.  The approving authority has the authority to limit the number of persons in that division or work unit who may have voice mail. (An alternative to each staff member having a voice mail is to have one central voice mailbox for the division or work unit.  It would then be the responsibility of one designated person to check messages periodically through out the day and either return the calls or give messages to the appropriate staff person).

5. Upon approval of voice mail for a staff person, the supervisor shall decide where the caller will get routed when 0 is pressed for a "live body."

State telephones and credit cards are provided for the conduct of state business.

Office of Public Instruction telephones and telephone credit cards for personal business are to be used for essential personal business only and use should be kept to a minimum.  Personal long distance calls should be made as collect calls or charged to a personal credit card.

Essential personal business includes such items as local and long distance calls to latch-key children, teachers, doctors, day-care centers, babysitters, and family members where travel plans have changed or other work related requirements have changed personal arrangements. 

Personal business conducted with state telecommunication systems must not interfere with the conduct of state business.