Ensuring an effective hotline
Compliance Monitor, June 7, 2006
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Anybody can get a special phone number and claim they have a hotline. You must be able to show that you not only take calls, but that you also take them seriously. To do this, keep thorough records documenting each call you receive and how you respond to it.
Experts say providers have a tendency to overlook the importance of good records and therefore don't create systems for tracking this vital information. Experts also say there's a simple way to correct the problem: Create a hotline report sheet and have your operators complete it for each call they field.
A hotline report sheet is a one-page form that outlines the essential information an operator needs to get from a caller. Each sheet should have its own serial number so each call can be tracked. Hotline operators must fill out a sheet every time they field a call.
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