Conduct outreach activities to ensure involvement of minority and women and consumer applicants and reviewers. Application of information and Web technologies to create process improvements, such as electronic submission of proposals and reviewer critiques and electronic scoring. Provide review meeting or teleconference planning, travel arrangements, logistics, materials preparation, and onsite support. Provide oversight and guidance for conflict of interest and confidentiality issues. Provide professional support before, during, and after review meetings or teleconferences, including data management, information technology, writing and editorial services, and reviewer and vendor reimbursements.
Call volume is influenced by a host of factors, including media and promotional events.
For anticipated and unanticipated peak volume periods, we have a resource pool of trained backup staff. Personnel management requires attention to diverse issues, such as ongoing training and staff development, prevention of stress and burnout, productive activities during low call volume periods, and performance evaluations. We provide monthly reports to the client that contain process and impact status data and call documentation. These data are used for program evaluation and modification. For each Information and Referral project, our generic SOP Manual is tailored to address the unique needs of the contract.