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r � HAMMITT Bob From: MEDLIN Johnny R To: HAMMITT Bob Cc: JENNINGS Carrie A; PLAMONDON Scott F; DONAHUE Tammy G Subject: FW: Uf Office Hours & Pagers Date: Wednesday, May 01, 1996 11:26AM Hi Bob, The below is the results of the meeting Tammy, Scott and I had yesterday. This HAS NOT been implemented yet. Tammy and I wanted the chance to talk with you first before we implemented this on a TRIAL basis. My best guess is that we would like to start this around May 13th. We are going to move forward to give Mike and Kevin (Scott already has one) the D -5 series phones with the extra internal only number. In this way our office staff can get through to them on the internal number even if they have the phone forwarded to voice mail. By giving Mike and Kevin pagers (Scott has a cell phone) we also increase our office staff's ability to get in touch with these people. We are working with the Support Staff to develop some crib sheets containing answers to the most commonly asked questions, which information can be given out to callers when they call X -5220. In addition we are working to develop some packets of general information on programs frequently asked about (such as neighborwoods, when a felling permit is needed, and Hawthorn removal) that can be mailed to people by Support Staff in response to people asking about these programs. I realize this isn't as customer friendly as we would like to be, but I feel strongly that we have to do something to better manage the call load, or give up on the idea of and any policy and procedures development. I'm going to ask Carrie to schedule a little time for a meeting between Tammy, you and I on this subject. (Carrie, Please ?) Thanks Johnny From: PLAMONDON Scott F To: BELLMORE Mike; FOERSTLER Kevin J; MEDLIN Johnny R; GRONDONA Peggy A; DONAHUE Tammy G Subject: Uf Office Hours & Pagers Date: Tuesday, April 30, 1996 3:49PM Hi everyone, thanks for attending the meeting today about managing the many phone call received by the Urban Forestry and the Vegetation programs. Following is a list of office hours and pager numbers for Mike and Kevin. During our respective office hours, we will be available for receiving and returning phone calls and messages. OFFICE HOURS Scott - Daily from 8:OOam to 9:00 am and from 3:OOpm to 4:OOpm. Mike - Monday through Thursday from 3:OOpm to 5:OOpm. Kevin - Daily from 3:OOpm to 4:30pm until the week of May 20th. From May 20th on his office hours will be from 3:OOpm to 5:OOpm Tuesday through Friday. CELL PHONES AND PAGERS Scott's cell phone number is 341 -1184. Please do not give this number out unless absolutely necessary. Mike and Kevin's pagers number is 687 -5399. If you are using a city line then dial only 5399. You do not have to wait for the message if you don't want to. Once the call is answered, just dial 227 for Kevin and 240 for Mike. You will have 12 seconds to leave a voice message. Again, please do not give this number out unless absolutely necessary. It is better for you to receive the call and for you to call Mike or Kevin on Page 1