OCPS Communication Guide

OCPS Stellar

Customer Service COMMUNICATION GUIDE

Table

of Contents Note from the Superintendent

3

About Us

4

Office Protocol (Directive B-13)

6

Transferring the Caller

7

Put in Practice!

8

The Art of Listening

9

Code of Civility (Directive B-12)

9

Communicating with an Irate Customer

10

Escalation Process

11

Customers with Limited English Proficiency

12

Professional Voicemail Practices

14

Professional Email Practices

16

Summer/Holiday Scripts

17

District Information

18

Frequently Called Numbers

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outlook.office.com Allusers1;Allusers2 A Note from the Superintendent Every time someone calls one of our schools, departments or main numbers, we have an opportunity to provide stellar customer service. This guide will help you do that every day.

Not only will you find quick access to key district information, you will also find guidance on OCPS phone, email and in-person communications expectations, as well as de-escalation tips and best practices from our District Information Office.

We need you in order to achieve our vision of ensuring every student has a promising and successful future. You are the face of OCPS and our front line of problem solvers to everyone you encounter. It takes a dedicated and high-quality team to reach all our goals and support the needs of students, parents, staff and our community.

Thank you for what you do. I’m glad you’re here.

Sincerely, Maria F. Vazquez, Ed.D. Superintendent Orange County Public Schools

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To ensure every student has a promising

With the support of families and the community, we create

and successful future.

enriching and diverse pathways to lead our students to success.

Collaboration

Innovation

• High Expectations for Student Learning

Equity

Integrity

• Support of Student Resiliency

Inclusion

Respect

• Dedicated and High-Quality Team • Positive Climate and Safe Environment • Efficient Operations • Engaged and Invested Community

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School Board

Teresa Jacobs Chair

Anne Douglas District 4

Angie Gallo

Maria Salamanca

Alicia Farrant

Vicki-Elaine Felder

Stephanie Vanos

Melissa Byrd

District 1

District 2

District 5

District 6

District 3

District 7

The Orange County School Board has eight members. The Chair is elected countywide. The other members are elected by a single district to represent that area.

For more information, contact School Board Services at 407.317.3236 or schoolboard@ocps.net.

For official district information such as number of students, number of schools and number of employees, refer to the current OCPS Pocket Guide at pocketguide.ocps.net

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Expectations:

Office Protocol Management Directive B-13 includes expectations regarding office protocol and communications via telephone, voicemail and email.

• Messages will be taken accurately and delivered promptly.

• Respond to all voicemail messages within 48 hours.

• Each department main number must be answered during business hours, 7:30 a.m. - 4:30 p.m., Monday through Friday, excluding holidays.

• Treat all callers with respect and patience.

• Be patient and courteous with callers who speak another language. If possible, find another employee who speaks the language of the caller and can help.

• Schools will adjust or flex the classified duty day to allow a window of 30 minutes before the start of the student day through 30 minutes after the student day ends for the main number to be answered.

• Respond to all email messages within two business days.

A large volume of emails may require additional time. It is expected that a high level of customer service will be provided.

• It may be answered by staff or by an automated menu (phone tree). Automated menus must include the option to reach a staff member.

• Have a general knowledge of the district and the resources available.

• Each department and school must have a plan for covering the department or school main number during business hours.

Every employee represents OCPS and is responsible for providing professional customer service. By answering a telephone, you accept responsibility for providing timely and courteous customer service. Expectations include: • Answer by the third ring and in a professional manner.

• Aim to place a caller on hold for no more than one minute.

• Transfer telephone calls only when necessary and in a professional and efficient manner.

6

TRANSFERRING

Sometimes it is necessary to transfer callers to another person or department. Before transferring the caller, make sure you do what you can to assist. If you are not the appropriate person or department, find out who is, and then transfer the caller. When you explain, you can eliminate the frustration that sometimes comes with being transferred.

a Caller

Upon explaining your reasoning for the transfer, make sure you let your caller know that in order to do so you must put them on a brief hold. Sometimes, if the caller is not warned, they will terminate the call or think that you did.

If the caller is seeking information that would need to be routed to a specific employee, provide the caller with the name, email and phone number of that person or department.

This ensures that the caller can follow up directly.

For example: “For questions about your W-2 you will need to contact payroll services.

Please hold so that I may transfer your call.”

Do not blind transfer a caller when transferring them to a direct employee. This is not proper customer service. Stay on the line until that employee answers or until the line goes to voicemail. If the employee answers, here is an example of what to say:

“Hello/Good morning/Good afternoon John Doe, hope you are doing well.

I have a caller on the other line who would like to speak to a representative in Employment Services regarding an employment application.

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Practice!

Parents, coworkers, students, community members, and volunteers get their first impressions through your actions, words, behavior, presentation and work area. Remember to assist with a smile and make eye contact.

A proper greeting for a visitor consists of a “Good morning!” or “Good afternoon!” followed by a probing question such as“How can I help you?”

or

An appropriate greeting is always important. A simple “Good morning!” or “Good afternoon!” sets the tone for whole conservation.

Once the tone is set, you can then ask probing questions in order to further understand the reason for visiting or for calling.

“How may I assist you?”

For example:

Often, visitors come at the same time you may be handling a caller. Visitors take priority. Place the caller on a brief hold and assist the visitor with their request. Per Management Directive B-13, “Strive to place a caller on hold for no more than one minute.”

“Mrs. Jones, may I put you on hold for a moment?” or “Mrs. Jones, I am going to put you on a brief hold while I find that information for you.”

If the call is an emergency, signal to the visitor that it will just be a moment until you are able to assist them. If the call is taking longer than expected, tell them you may need to place them on a brief hold or contact a colleague to assist the visitor.

Providing stellar customer service includes the information given. Make sure the information you provide is accurate and guides the customer to the correct person or department. Make sure to provide correct contact data to the person or department.

This includes a phone number, extension, or email address.

For example: “Mr. Smith, Payroll Services can answer your questions regarding your W-2. Before I transfer you to their line, would you like their phone number and email in case they are not available?”

For example:

If you do not know the information requested or do not know where to find the information, give the caller an option for a call back. Search for the information requested. In doing so, you will be able to learn more about the district as well.

“Mr. Smith, unfortunately I do not have that answer for your inquiry. However, upon finding the information needed, what would be the best number to contact you?”

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The Art of

Listening

Listening is active rather than passive. Fifty percent of any telephone conversation is listening. Failure to listen effectively may result in mistakes and time lost. Verifying and confirming information and requests require the use of good questioning skills and patience.

Ask questions to determine problems, understand requests, and establish needs. Provide as immediate a response to the caller as possible. State your response in clear and positive terms.

A customer with a heightened level of emotion may be harder to understand. Remember, though their tone and verbiage may be less than civil, it is important to still listen and assist. In the next few sections, we will discuss how to maintain the code of civility while handling an irate customer and how to enact this code well.

Code of

Civility

“Civility is often described by its absence. It is more than saying “please” and “thank you.” It is reflecting our respect for others in our behavior.”

The School Board of Orange County, through Management Directive B-12, requires that we follow these guidelines in all interactions: 1.

Always treat each other with courtesy and respect.

2.

Treat each other with kindness.

3.

Take responsibility for your own actions.

4.

Cooperate with each other.

For the full Code of Civility, visit: https://bit.ly/codeofcivility

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WORDS and TONE are key when

Communicating with an

Irate Customer

COMMUNICATING with an

IRATE CUSTOMER.

Remember:

- It is likely they have already spoken to someone else - It’s not about you, it’s about them.

This issue is personal to them.

Here are some useful tips that will allow you to be successful when dealing with irate customers:

• • • •

Take a deep breath and calm yourself.

•

Monitor your body language, tone, and verbiage. Do not come across as demeaning or condescending.

•

Try to empathize with the customer; acknowledge the problem and indicate your understanding.

• • •

Avoid arguing, criticizing or negative emotional phrases.

Listen carefully, take notes, and don’t rush the customer.

Maintain a positive and helpful attitude.

Don’t take their negativity personally. They are irate about the problem, not you.

End the conversation on a positive note.

If you need to get back to the caller with information, be sure to make that of top priority.

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If de-escalation is unsuccessful:

•

Calmly and politely, ask the speaker to communicate civilly.

•

If the verbal abuse continues, give appropriate notice to the speaker and terminate the meeting, conference or telephone conversation.

•

If the meeting or conference is on school district premises, request that an administrator or authorized representative direct the speaker to promptly leave the premises.

•

If the speaker does not immediately leave the premises, an administrator or other authorized person shall notify law enforcement to take any action deemed necessary.

•

If personal harm is threatened, the employee may contact law enforcement.

letsta ocps.nlk@ et

Escalation

Process

Now that you’ve been given tips as to how to de-escalate a customer, let’s review the process to escalate concerns beyond your school or department.

For most issues, help will still start with the teacher and the school. If not resolved at the school level, parents may bring concerns to the district office at 407-317-3202 or via email at letstalk@ocps.net.

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Customers with

Limited English Proficiency

Remember, if you are frustrated while communicating with the customer, they are likely feeling the same level of frustration.

Maintaining patience, professionalism, and a friendly tone are key. A positive attitude and a smile is an unspoken language that everyone understands!

Refrain from sounding condescending or using facial expressions, let the customer finish their sentence, apologize for any misunderstandings or miscommunication, and ensure you always have a back-up plan.

It is important to know what resources are available to you. Find out if someone at your location can provide the translation.

If they are unavailable, utilize the district Language Line, or InSight Video Language solutions.

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Language Line Solutions’ Interpreters are available in more than 240 languages and American Sign Language, 24 hours a day, seven days a week. Language Line InSight Video offers more than 40 languages to communicate with limited English proficient or Deaf or Hard-of-Hearing individuals.

Video offers more than 40 languages to communicate with limited English proficient or Deaf or Hard-of-Hearing individuals. Here’s how to access them: Over the Phone Interpreter: 1. Dial: 1-866-874-3972 2. Provide: Client ID 580614 3. Indicate: Language 4. Enter your 4-digit school code when prompted

InSight Video Interpreter: 1. Log into OCPS LaunchPad 2. Click on the InSight Tile 3. Click on the language you need interpretation for.

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Professional

Voicemail Practices Voicemail should never be used as the first option to manage calls. It should be used as a backup when an employee is

unavailable or if a department is temporarily closed.

Management Directive B-13 states that each employee is “expected to respond to all voicemail messages within 48 hours.” This allows us to provide stellar customer service. Always remember to set up and check your voicemail box, respond in a timely manner, and make sure it is never full.

Personal Extensions Be sure to input a Customer Care Service Request to ensure that you receive your voicemails in your email box.

Employees working remotely must be connected to their OCPS Cisco extension during work hours via the Jabber and/or Finesse applications. To request access to the communication platforms, submit a Customer Care Service Request.

Your personal voicemail should include a personal greeting that consists of the following: • Your name and department.

• The timeframe when you will return the call.

• The name and number of someone else in your department who can provide immediate assistance.

For example, a personal out-of-office voicemail greeting should sound like:

General (Employee) voice message placeholder:

Hello. You’ve reached John Doe in the ______ department. I am away from my desk and unable to take your call at this time, so please leave a message and I will return your call as soon as I can.

Office hours are from 7:30 a.m. to 4:30 p.m., Monday through Friday. If this is an emergency, please contact ext. 200xxxx for a representative inour department (state your department’s name). Thank you and take care.

Out-of-office (Personal/Employee)

Hello. You’ve reached Sally Seashore in the ______ department. I am out of the office with limited access to email.

I will respond to your email upon my return _____. For urgent matters, please contact ____ (name of in office team member responding on your behalf) at _____ (their contact data phone/email).

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School/Department Phones External greetings and messages should be consistent.

Automated menu phone trees are ideal for departments which have multiple groups, programs, or teams.

•

To obtain a department phone tree, please submit a Customer Care Service Request.

All automated menus must include the option to reach a live staff member.

School and department main-line voice messages should be forwarded to the department/school general email address, which should be monitored daily and accessible to multiple people.

Utilize suggested scripts below when recording your department/school greetings.

Out-of-office (School/Dept-General) Department:

“Hello. Thank you for calling the Office of Public Relations. We are not able to take your call at this time, so please leave a message and we will return your call as soon as possible. Office hours are from 7:30 a.m. to 4:30 p.m., Monday through Friday.”

School:

“Hello. Thank you for calling Freedom High School. We are not able to take your call at this time, so please leave a message and we will return it as soon as we can. Office hours are from 7:00 a.m. to 3:30 p.m., Monday through Friday. If you want to enroll your child, please go to the webpage: “register.OCPS.net.” That’s “registerdot-OCPS-dot-net.” If this is an emergency please call 407.317.3333.

Thank you and take care.”

Holiday/Break voice message:

“Hello. Thank you for calling ____ School/Department (Happy High School). We are closed for the _______ break/holiday (July 4th holiday). Please leave a message and we will return your call upon our return ______day of the week, _____month ____day, _____year (Wednesday, July 05, 2023). If this is an emergency, please dial 407.317.3333 for the OCPS District Police department. Thank you and stay safe.

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Professional

Email Practices

Email is a primary tool for communication with customers. Like voice messages, respond to emails within 48 hours. Department/school general email addresses should be monitored daily and accessible to multiple people. To obtain a department/school email or to request your main line voice messages be forwarded to your general email, please submit a Customer Care Service Request.

If you are going to be out of the office for more than 24 hours, turn on Out-of-Office replies. Indicate when you will be responding to your messages and list an alternative email address or phone number for immediate assistance.

Here are some tips to keep in mind when writing a proper email:

•

Be sure to make your email concise and to the point. Emails that get right to the point are much more effective.

•

Reply and acknowledge that you have received it and that you will be responding as soon as you research the questions.

•

Answer all questions and pre-empt further questions. This avoids further additional emails and cause of frustration.

•

Use proper spelling, grammar and punctuation. Spell check is a wonderful thing, but don’t expect it to catch everything!

•

Before filling in the email address, carefully proofread the message.

Maintain a professional image by keeping it simple.

•

Stay away from abbreviations and emoticons. The recipient may not understand your meaning.

•

Do not use fancy backgrounds or fonts, which can make emails difficult to read.

•

Do not write in CAPITALS, that is considered shouting.

Email signatures:

•

Use a standard OCPS signature with your name, title, work location, phone number and email address. Social media handles are permitted.

View standard email signature guidelines in the OCPS Style Guide.

•

Do not embed large non-OCPS graphics or animated graphics in your signature.

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Managing voice and email messaging during the summer schedule

Summer Voicemail/

Email Scripts

Please use these greetings on your school/department phones and as your “out-of-office” email message on Fridays during our summer schedule.

Email Out of Office Message: School Greeting:

“I am out of the office at this time and will read your email upon my return (please indicate return date.)

Through the summer, school and district work hours are Monday through Thursday, 7:00 a.m. to 5:30 p.m.”

“Hello. Thank you for calling [school name]. During the summer, we have extended hours, Monday through Thursday, from 7 a.m. – 5:30 p.m., and are closed on Fridays. Please leave a message and we will contact you as soon as possible. Please note, all schools will be closed July [first closed day] – [last closed day]. If you want to enroll your child, please visit “register-dot-OCPS -dot-net.” That’s “register-dotOCPS-dot-net.”

Note that all OCPS schools are closed July [first closed day] – [last closed day].

Sample Phone Voicemail Message: Schools:

“Happy Holidays! [ _____ ] School is closed for winter break from December 19 through January 2. School offices reopen January 3 and I/we will return your call then.”

District Department Greeting:

“During the summer, the [department name] Department is open extended hours, Monday through Thursday, from 7 a.m. – 5:30 p.m., and closed on Fridays. Please leave a message and we will contact you as soon as possible.”

District:

“Happy Holidays! The [ _____ ] Department/office is closed for winter break, from December 23 through January 2. We will reopen January 3 and return your call then.”

Note: If your office is open until 6 p.m., say so in your telephone greeting instead of 5:30 p.m.

Sample Email Out Of Office Message:

Personal Extension Greeting:

“Hello. Thank you for calling. I am not able to take your call at this time so please leave a message and I will return it as soon as possible. Through the summer, school and district work hours are Monday through Thursday, 7:00 a.m. to 5:30 p.m., and closed on Fridays.”

Schools: “Happy Holidays! Our school is closed for the district’s winter break, from December 19 - January 2. School offices reopen January 3 and I/we will reply to your email then, if necessary.”

Note: If you’re out of the office, (vacation, temporary duty), indicate when you’ll return OR set your phone to forward the call to a department line that will be answered.

District “Happy Holidays! District offices are closed for winter break, from December 23 - January 2. We reopen January 3 and will reply to your email then, if necessary.”

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District

District Directory

Information

• The District Directory is the main resource utilized by the call center and DIO to route calls accurately.

Due to the exponential growth in call volume, the district has implemented a call center to handle external incoming calls on the district’s main line (407.317.3200). The District Information Office (DIO) will continue to handle internal calls made to the main line extension (ext. 2004119).

District Directory Employee Phones

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• To ensure directory accuracy, departments/schools are responsible for providing contact information and employee changes to districtinformationoffice@ocps.net.

• The District Directory can be found on the Intranet under the Topical Directory and is listed as “Employee Phones.”

OCPS Frequently

Called Numbers Principal Leaders for any school

District Information Office

ext. 2004119

Media Relations

ext. 2003458

Human Resources

ext. 2003215

Insurance Benefits

ext. 2003245

McKinney Vento Program (MVP - Homeless/Migrant Education)

ext. 2003485

Retirement Services

ext. 2003227

Career and Technical Education (CTE)

ext. 2003212

Payroll Services

ext. 2003260

Exceptional Student Education (ESE)

407.897.6420

District Police Emergency Line

ext. 2003333

Multilingual Services

ext.2003410

School Choice Services (Home Education, Charter Schools, Alternative Schools, Magnet Schools)

ext. 2023484

Preschool Diagnostic

ext. 2003503

Student Services

ext. 2003394

Intervention Services Non-Public (Private/Charter) ESE

ext. 2006420 407.897.6420

Classroom Teachers Association (CTA)

407.298.0756

Before and After School Care

407.317.3383

OESPA (Classified Employees)

407.270.4743

ITS Helpdesk

ext. 2003375

Procurement

ext. 2003988

Family Medical Leave Act (FMLA)

ext. 2003652

Facilities

Maintenance Services

407.317.3700

Maintenance Northeast

ext. 212-2221

Maintenance Northwest

ext. 213-2221

Maintenance South

ext. 202-3960

Parent/Community Involvement

Foundation for OCPS (ADDitions School Volunteers, Gifts, Grants, OCPS Alumni Network, Partners In Education, Scholarships, School & District Funds)

ext. 2003261

Parent and Family Engagement

407.317.3300

Title I Federal Programs

ext. 2003340

Let’s Talk Parent Line

Special Programs

Transportation Locations

407-317-3202

Transportation Services

407.317.3800

Hanging Moss Compound

407.317.3800

Pine Hills Compound

407.521.2339

Eric Olson Depot

407.858.4600

Lake Nona Compound

407.858.3240

Apopka Compound

407.884.2208 Supervisor - Ext: 5003210 Section Lead - Ext: 5003215

East River Depot

407.992.0976

Horizon Depot

407.554.1814

Updated as of 3/14/25

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Communication Guide Oct. 2023 Edition

Thank you for providing stellar customer service to all OCPS stakeholders.

We appreciate you!

The School Board of Orange County, Florida, does not discriminate in admission or access to, or treatment or employment in its programs and activities, on the basis of race, color, religion, age, sex, national origin, marital status, disability, genetic information, sexual orientation, gender identity or expression, or any other reason prohibited by law.

The following individuals at the Ronald Blocker Educational Leadership Center, 445 West Amelia Street, Orlando, Florida 32801, attend to compliance matters: Equal Employment Opportunity (EEO) Officer & Title IX Coordinator: Keshara Cowans; ADA Coordinator: Jay Cardinali; Section 504 Coordinator: Tajuana Lee-Wenze. (407.317.3200)

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