Coordinator, Telephone Answering Service
The telephone answering coordinator is responsible for the maintenance of a telephone answering service on behalf of Intergroup which will operate twenty-four (24) hours each day and respond to all “Twelve Step” calls for assistance.
Contact Telephone Answering Coordinator
Qualifications
- Should generally have at least 3 to 5 years of continuous sobriety with good organizational and communication skills.
- Should have general computer skills, preferably with Microsoft Office (Word, Excel).
- Should have previous Intergroup service experience.
Duties
- Post and maintain an online telephone answering schedule.
- Recruit volunteer members to answer the phone at the Intergroup Office from 10:00 am to 10:00 pm Monday through Sunday.
- Develop and maintain training literature on how to answer incoming calls at the Intergroup Office.
- Provide in-house and off-site telephone answering system training to volunteers.
- Assist in the development and maintenance of policies, procedures and guidelines related to answering and responding to incoming calls at the Intergroup Office.
- Ensure VOIP modem is functioning 24 hours a day and advise the board when the system goes down so corrective action can be taken.
- Ensure procedures are in place that all calls that go to voice mail are responded to within a reasonable time.
- Ensure process is in place that 12-Step calls are forwarded to the 12-Step volunteers.
- Encourage telephone answering service volunteers to follow the Twelve Traditions and the Policies, Procedures and Guidelines related to their position as published by Intergroup.
- Attend monthly membership meetings of Intergroup and Intergroup board meetings and report the number of 12 step calls coordinated as recorded in the daily log (online or in office). Report the number of incoming calls and TAS positions filled for the month.
- Organize a telephone answering system display table at Intergroup events where possible.
- Liaise and coordinate activities with 12-step coordinator.
- Provide annual statistics to the board including but not limited to: the number of incoming calls; calls answered by location (remote or not); calls not answered; shifts filled; shifts not filled; number of volunteers.