The following guidelines have been prepared in response to the Executive Leadership Team report that was developed to improve the communications procedures for the Bureau. These guidelines meet the performance levels I have set for the Bureau. Please distribute these guidelines to all employees. The responsibility of enforcing and ensuring compliance rests with each of you. All State and Center Director's phones are staffed during the published office hours.
Staff are available to respond to callers during the core hours of business.
All telephone calls are returned within 24 hours. Be clear, polite, and courteous. Managers must ensure that there is expanded office coverage where necessary. Before hanging up, make sure to get the name, organization, and phone number of the caller. Repeat to ensure correctness.