Here is the policy draft as pure text:

TELECOMMUNICATIONS AND PROFESSIONAL CALL HANDLING POLICY

1. Policy Statement Family Promise of Pierce County (FPOPS) is committed to maintaining the highest standards of professionalism and client confidentiality. This policy establishes guidelines for the use of personal devices for work-related calls, the protection of employee privacy, and the standard procedures for transferring calls within the organization.

2. Personal Phone Use and Voicemail Security Employees who use personal cell phones for FPOPS-related business must ensure their personal contact information is not inadvertently shared with clients or external partners.

Voicemail Verification: Employees are required to verify that their personal voicemail greeting does not disclose their phone number. Many cellular providers use a default greeting that states, “You have reached [Phone Number].” Employees must replace this with a custom recorded greeting that identifies themselves by name but does not restate the phone number.

Caller ID Protection: When calling clients from a personal device, employees are encouraged to use company-approved applications or masking methods (such as dialing *67) to maintain professional boundaries and keep personal numbers private.

3. Standard Call Processing and Transfers To ensure a seamless and respectful experience for clients and staff, a “Warm Transfer” protocol must be followed. “Blind Transfers” (transferring a call without speaking to the recipient first) are strictly prohibited.

The Warm Transfer Protocol:

Notify the Caller: Inform the client that you would like to transfer them to the appropriate team member and ask them to hold while you check that person’s availability.

Consult the Recipient: Before completing the transfer, speak directly with the colleague to whom you are transferring the call.

Provide Context: Briefly explain who is on the line and the nature of their inquiry.

Verify Availability: Confirm that the colleague is available and willing to take the call at that moment.

Complete the Connection: Only after the colleague has agreed to take the call should you connect the parties, if the team member is not available, take a message and email to the team member.

4. Professional Availability and Communication

Clocking Out: If an employee must clock out for personal business or due to a specific client need (such as a veteran client call), they should notify the team via the designated communication channel.

Team Support: When a team member is unavailable or clocked out, other staff members should inform callers that the person is “currently working on the matter” or “away from their desk,” without disclosing the colleague’s personal phone number or specific personal circumstances.

5. Compliance and Responsibilities

Employees: Responsible for configuring personal voicemail settings and adhering to transfer protocols.

Management: Responsible for ensuring all team members are trained on these telecommunication standards and verifying that phone systems are utilized in a way that protects staff privacy.