Administration staff

1. Receive, record and manage telephone calls or messages from visitors for staff.
2. Establish caller’s name (where possible) and brief details of enquiry. 
3. Record name of staff (recipient), day, time, student’s name and return contact details - include telephone number. 
4. Establish the availability of staff (recipient) and inform caller of possible availability. 
5. Ensure messages are given to staff as soon as possible. 
6. If the message is of an urgent personal nature the member of staff will be contacted personally by a member of staff as soon as possible. 
7. Non-urgent message - leave in pigeon holes for staff to collect at break, lunch time or at 3.30pm. 
8. On request, make calls assuring the caller they will be contacted at the earliest opportunity.

All other staff

1. Check your pigeon hole at regular intervals for messages at least once each day. 
2. Calls should be returned at first available opportunity and note that it is essential that staff keep a record of calls that have been returned but were unable to make contact. 
3. If further investigation is needed request the relevant member of the Administration support team to return the call, assuring the caller that their request is being dealt with at your earliest opportunity. 
4. Telephone messages should be recorded and filed in student’s personal file.

Nick Hindmarsh

March 2009