- Volunteers should be equipped with a script on how to answer phone, daily fact sheets and press releases, and frequently asked questions. Volunteers should read and become familiar with all materials before answering calls.
- Volunteers should identify themselves as such and stick to the scripted information.
- The greeting for answering the phone is: “[INSERT NAME], Crisis Communications Center, may I help you?”
- If the volunteer is asked his name, respond, “I am a volunteer helping the district fulfill media requests and am not an official spokesperson. If you wish to attribute a statement, I will be glad to take your contact information and be sure that a district spokesperson returns your call.”
- If the call is from the public, parents or staff, the volunteer may answer questions that are factual in nature. Take messages and record questions that need additional research.
Responding to the media
- If the call is from a member of the media, record questions and requests on the double-sided media request form. Click here to download an interview request form or a media request for information form. The goal is to provide the media with fast, accurate information to meet their deadlines.
- After completing the form, file them in the designated folders — local, regional, major national and others. Even though the phones will continue to ring, it’s important to file the forms as quickly as possible.
- The volunteer may answer questions about factual information, such as how many students are enrolled. If other data is requested, the volunteer should fill out a media request for information or media request for interview form and file it in the appropriate location for communications staff response.
- The priority for responding to the media is local first, regional second, major national third, and international and tabloids last.
Assisting the communications center coordinator with the following duties
- Morning:
-
- Finalize master schedule of events for the day and make available to all phone bank volunteers.
- Finalize the daily fact sheet, and fax and email to appropriate lists. Post on Web site.
- Make sure each phone station has updated materials and supplies.
- Monitor the content of morning newspapers, wire stories and broadcast media.
- Afternoon:
-
- Attend interagency communications director briefings and take notes.
- Prepare and distribute updated schedules and fact sheets, and post on Web site.
- Prepare and copy updated fact sheets for press briefings.
- Attend all press briefings, take notes and tape comments.
- Research questions from phone bank and update FAQs.
- Evening:
-
- Complete master schedule for next day.
- Remove outdated information from volunteer folders and replace with new.
- Back up computer files.
- Participate in end-of-day meeting to ensure media requests have been fulfilled and to discuss issues that arose.
- Assemble “to do” list for following day and assign volunteers.
Other duties for volunteers
- Check incoming faxes and emails.
- Monitor Web sites and blogs.
- Monitor the contents of newspapers, radio and television reports.
- Organize and research phone bank and crisis center questions.
- Inventory and obtain supplies, such as paper, pens and pencils.
- Make sure each phone station has adequate supplies throughout the day.
- Supply copy and fax machines with paper.
- Catalog letters, cards and gifts.
- Write thank-you notes to donors.
- Keep running lists of items that need attention.