The toll free service is also convenient. There is no need to take time off from work, arrange for baby sitters, or stand in lines. All of the NTC's Service Representatives are thoroughly trained. Refresher training courses, downtime exercises, pre-shift quizzes and program knowledge tests are part of the continuing education process. Calls to the NTC are frequently monitored.
Monitors are valuable assistants in the training process.
Service Representatives are monitored at random to ensure that the utmost professionalism is maintained during calls. Monitors critique telephone etiquette and program knowledge and score a performance evaluation in the interest of further enhancing the quality of the telephone interview. The NTC's computer system is used to record vital caller data and to electronically transmit the data to the numerous disaster aid providers within minutes after the call is complete. The computer system also helps assure that each caller is mailed important, custom tailored information regarding the types and nearest sources of various forms of disaster aid specific to each caller's need. Finally, NTC provides a variety of statistical analysis, reporting and tracking services to FEMA and other agencies active in disaster relief.