PROJECT HOTLINE MANAGEMENT
YPMO will establish and manage project phone hotlines. This includes developing phone answering scripts, logging call activity, and coordinating follow-up actions. The team has the capability of being available, responsive, and providing immediate and excellent customer service.
Develop Phone Answering Scripts
YPMO’s multilingual phone answering scripts provide answers to common project-related questions and allows for messages to be left for a call back with additional information.
Coordinating Follow-Up Actions
YPMO is available 24 hours a day, 7 days a week to answer any incoming project hotline calls and provides a quick turn-around to all inquiries. The team is in direct contact with project managers and will coordinate with them for any additional attention needed from inquiries.
Multilingual / Spanish Translation & Accessibility
YPMO recognizes the importance of accessibility in communication and outreach endeavors. Diverse methods of communication are implemented to cater to the specific needs of individuals and groups, including Spanish-speaking communities and those with disabilities. They employ a dedicated Spanish translator who can readily address project hotline calls from Spanish speakers and translate all materials. Other accommodations include TTY capabilities, large-print collateral, and Braille resources, to ensure that information reaches everyone.