- All volunteers should be located in the database with their information. Look up any associate you may need to retrieve their phone number in the event you need to leave a message from them for another associate.
- Discuss Basic Information, POC and Demographics. Briefly explain Associations and Satisfaction.
- Explain NTEE codes and how to find them.
- Explain how to find the EIN
- Explain that without Organization Type and Email, entry cannot be saved.
- Explain saving entries and how the notes section must be filled in in order to submit.
- Discuss finding organizations and volunteers.
- Explain the search organization function
- Allow trainee to practice inputting by adding themselves to the database as a volunteer.
- Discuss what all the browser tabs are for and how to use bookmarks to pull them back up in the event they are closed out.
- Discuss using Google to search for organizations and information on them.
- Explain the difference between foundations, non-profits, charities and LLC’s.
- Finally, give the trainee a database search assignment to ensure they have it down. Assignment should include database search, Google search as well as a spreadsheet, sharing and emailing
- Explain how the timeclock works
- Explain that we still sign in on paper because it is required for backup records
- Stress the importance of signing in and out and clocking in and out at the beginning and end of all shifts.
- Discuss borders, text wrap, the importance of adding all information, freezing, adjusting cell sizes, adding and deleting rows and columns, that everything is automatically saved and sharing with other associates. When discussing the sharing option, explain that you can select whether the document can be edited or only viewed by the person being shared with.
- Answering calls is vital to what we do as we have the main hotline for Community Link.
- Be polite, Be professional
- Answer with a greeting as in “Good Morning”, “Good Afternoon”, “Thank you for calling Community Link. This is insert first name. How may I help you?”
- Give only your first name when you answer any call
- If you need to direct the call to another associate, ALWAYS ask them to please hold and put the phone on mute.
- Get a name from the individual so you can relay that pertinent information.
- ALWAYS log ALL incoming calls, always adding a phone number
- DO NOT give out full names or phone numbers of other associates over the phone.
- DO NOT give out any information on another associate other than their being in or out of the office. Take a message if need be. There are message slips at the desk.
- When we have a walk in for whatever reason, greet them with a smile. YOU are Community Link’s first impression.
- If they are needing to see someone specifically, let your associate know. If the associate asks you to send them back, always take the person back to the proper place. DO NOT allow people to wander the office.
- If you must leave the front desk, make sure someone can cover you. Inform someone of your departure for the day, so that someone can take over. Also, mark the in/out board so that everyone can easily see whether or not you are in the office in the event that a call were to come in for you.
Important information regarding Northeast Office:
- Place notes and messages in appropriate box. Make sure the messages include a phone number.
- Anything added to the database must be cleared with a supervisor before being added
- Printing and copying must be cleared with a supervisor beforehand.
- Discuss shutdown procedures for computers.
- Turn in your computer when you are finished rather than handing it off to the next person so that it is recorded when it is no longer in your possession.
2/16/2017- version 1