Changes between Version 1 and Version 2 of SchoolSupportServicesProcesses


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Timestamp:
10/01/09 10:36:04 (10 years ago)
Author:
srardin
Comment:

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  • SchoolSupportServicesProcesses

    v1 v2  
    1 AFTER HOURS PROCESS/ON CALL 
    2 REVISED 09/29/09 
     1= AFTER HOURS PROCESS/ON CALL = 
     2 
     3= REVISED 09/29/09 = 
     4 
    35In order to provide excellence in service execution, please follow the process described below. There are two separate processes; one process for the Phone Procedures and one for E-mail Procedures. Please print and carry these procedures with you. 
    4 GENERAL GUIDELINES 
     6 
     7== GENERAL GUIDELINES == 
    58There are three main duties of the person assigned for After Hours Support and On-Call. These duties are: 
    6 1)      After Hours Support (see hours below) 
    7 2)      E-Care Support after hours and during business hours 
    8 3)      Voice Mail Support after hours and during business hours 
     9 
     10 1. After Hours Support (see hours below) 
     11 2. E-Care Support after hours and during business hours 
     12 3. Voice Mail Support after hours and during business hours 
     13 
    914The telephone should be carried with you at all times when you are scheduled. Please be within 30 to 45 minutes of a computer while you are scheduled. The hours of support are 7AM to 10PM, 7 days/week. Currently, we have in-office coverage from 7AM to 6PM Monday through Friday. Under normal business conditions, the After Hours coverage for phone and email are: 
    1015                         
    11 DAY OF WEEK     AFTER HOURS OF OPERATION 
    12 Monday  6PM to 10PM 
    13 Tuesday 6PM to 10PM 
    14 Wednesday       76M to 10PM 
    15 Thursday        6PM to 10PM 
    16 Friday  6PM to 10PM 
    17 Saturday        7AM to 10PM 
    18 Sunday  7AM to 10PM  
     16|| DAY OF WEEK || AFTER HOURS OF OPERATION|| 
     17||Monday ||6PM to 10PM|| 
     18||Tuesday|| 6PM to 10PM|| 
     19||Wednesday|| 76M to 10PM|| 
     20||Thursday|| 6PM to 10PM|| 
     21||Friday|| 6PM to 10PM|| 
     22||Saturday|| 7AM to 10PM|| 
     23||Sunday|| 7AM to 10PM || 
    1924 
    20 PHONE SUPPORT 
     25 
     26 
     27== PHONE SUPPORT == 
    2128        Telephone Number for after hours phone:  817-821-7583 
    2229        Voice Mail Passcode:  4444 
    23 1)      Follow General Guidelines listed above 
    24 2)      If unable to answer the phone, respond to voice mails within 15 minutes. 
    25 3)      To retrieve messages: 
    26 a)      Press and hold the “1” button until the screen displays “Calling Voice Mailbox”. 
    27 b)      Enter 4444 when prompted for password. 
    28 4)      If unable to retrieve messages directly from the on-call phone, follow the instructions below to retrieve messages: 
    29 a)      Dial 817-821-7583 from another phone. 
    30 b)      When you hear the greeting, press the asterisk (*). 
    31 c)      Enter 4444 when prompted for password. 
     30 1. Follow General Guidelines listed above 
     31 2. If unable to answer the phone, respond to voice mails within 15 minutes. 
     32 3. To retrieve messages: 
     33   a. Press and hold the “1” button until the screen displays “Calling Voice Mailbox”. 
     34   b. Enter 4444 when prompted for password. 
     35 4. If unable to retrieve messages directly from the on-call phone, follow the instructions below to retrieve messages: 
     36  a. Dial 817-821-7583 from another phone. 
     37  b. When you hear the greeting, press the asterisk (*). 
     38  c. Enter 4444 when prompted for password. 
    3239 
    3340E MAIL SUPPORT