Escalated calls

Some calls will be escalated to supervisors. This will happen when:

• The call operator is unable to answer the query and/or the information is not available
• A volunteer has a complaint or concern that they would like escalated

All escalated calls will be marked in the completed Form. During your supervisor shift, please ensure you check SharePoint for any calls that have been marked for escalation.

They may require a call back to the volunteer, or in some instances for you to seek further advice. When this follow up communication takes place, complete the necessary Call Back Form. The link for this Form can be found in Sharepoint.

If a complaint is unresolved and must be escalated, contact the escalation team, following instructions provided in the Call Back Form.