United States Environmental Protection Agency Region 5 Office of Public Information 230 South Dearborn Street Chicago, Illinois 60604 GUIDELINES FOR ANSWERING PUBLIC INQUIRY 10 CM O 00 £ m o 0) ------- SERVING THE PUBLIC All of EPA's programs affect the lives of the public, directly or indirectly, and from time to time many Region V staff members in all of the divisions and branches are called upon to answer telephone requests for information or other assistance. Since the Office of Public Information (OPI) handles more of these calls than other offices, and since this service is part of the professional responsibility of the OPI staff, the office has devel- oped some simple guidelines to help make sure that the public is served courteously, efficiently, and professionally by all Region V personnel. These suggestions are intended to help you to respond to telephone requests you receive in the course of your duties. However, if you do not have the information requested and cannot promptly find the proper source for an answer by use of the techniques described here, don't hesitate to put the caller in touch with OPI. The Office of Public Information has ultimate responsibility for answering public requests and also serves as an information clearinghouse for other offices and divisions of EPA. ------- ANSWERING THETELEPHONE Answer Promptly When possible, answer your phone on the first ring. Responsiveness builds a reputation for efficiency for you and for the Agency. If an unmanned phone rings in your office, answer it, and offer to take a message. Identify Yourself After identifying the Agency or your branch and saying "Good morning" or "Good afternoon," give your own name. This gets the conversation off to a good start and helps to personalize the call. If you are answering the phone for someone else, indicate that the phone is his or hers and then identify yourself. Be Friendly Show that you are interested. Be a good listener so that the caller will not have to repeat himself or herself. Be Considerate Do not try to carry on a conversation with someone in your office while you are talking on the phone. The caller should not have to compete for your attention. Be Tactful When answering the phone for someone else, offer what information you can and tell the caller when your co-worker will be back or where he or she can be reached. It is better to say that the person is away from the office rather than that he or srw is "out for coffee" or "hasn't come in yet." Offer to have the call returned and take a message. Take Accurate Messages When you take a message, be sure to write down the time and date, the full name and telephone number of the caller, and your name or initials. If necessary, ask the caller to spell his or her name or repeat his/her number. If he or she is calling long distance, get the area code and city so that returning the call by FTS is easier. Deliver the message as soon as possible. Be Helpful Even if you are very busy and it's the hundreth call you have answered today, take the time to find a solution for the person on the line. ------- Be Courteous Be enthusiastic and sincere, and use common terms of courtesy: "Please," "Thank you," and "You're welcome." Keep Your Promises If you've agreed to call back or mail additional information, follow through at the time promised. Don't Make Excuses Everyone makes errors. If you've made one, offer an apology, not an excuse. SOLVING PROBLEMS Be a Problem Solver If someone is calling EPA for help with a problem, it is our business to try to solve it or to direct the caller to a solution. Assume responsibility for finding answers. Listen carefully, ask questions until you understand what it is the caller wants, and take notes to be sure you keep it straight. Then find the best person available to answer the caller's questions, if you cannot answer them yourself. Don't Pass the Buck Transfer calls only when necessary. Don't bump calls to other divisions or offices without being sure that there is someone there who will personally attend to the caller you transfer. Be a problem solver, not a problem passer. Never dismiss a problem as "not in EPA's jurisdiction." If the caller has a problem or needs information, the chances are that there is a government department or agency that does have jurisdiction. Find out which agency handles that kind of problem and refer the caller to it, with a number to call. (The blue pages in the Chicago telephone directory contain government numbers at the Federal, State, and local levels. Take time to look through them.) Don't be a dead end. Be a pathway to solutions. Always give a caller your name and number so that he or she can get back to you if necessary. ------- Find the Answer You can't be expected to know everything, but you should be able to find people who have the answers. You have, or should have, a number of directories, including a current EPA Specialists List, to help you find these people. Locating Personnel If a call comes in requesting a person by name, you can transfer that call directly to him or her. Use the EPA directory. Do not assume that the number in the directory is correct, but give it to the caller while asking him or her to hold on while you transfer the call. Make sure that the person to whom you are transferring the call is indeed there and can take the call; then ring the caller back onto the line and politely ring off. If the person you are trying to reach is not available, ask if someone will take a message for him or her, ring the caller back onto the line, explain that he or she should leave a message with the person on the line, and politely sign off. Locating EPA Offices If the caller requests to be put in touch with a specific office, you can transfer the call directly. It is best to inquire first what information the caller is seeking, to be sure he or she is asking for the right office. Use the directory to determine the off ice number, and call it to be sure it's the right number before you transfer the caller. Locating Other Government Offices If a caller has mistakenly assumed that he or she wants EPA when in fact he or she should talk to the Department of Energy or some other Federal agency or local government body, there are several govern- ment directories available for your use. Any time you refer someone to another agency, make sure the caller has your name and number so he or she can get back in touch with you if necessary. Getting the Information When you have found the right office and a person capable of answering the caller's questions, explain the problem carefully. If a simple answer can be given, offer to handle it yourself, without connecting ------- the caller to the answer source. If you feel the answer is complicated beyond your ability to understand or communicate it, ask politely if the source has time to explain it to the caller directly, or if someone else in his or her office is available to do so. If no one is available at that time to answer the question, ask if the person you're talking to will take the name and number of the caller and return the call. Ask for a deadline by which time the call will have been returned. Then get back to caller yourself and explain from whom he or she wil be hearing and when. Again, be sure the caller has your name and num- ber if further problems should arise. Transferring Calls When you must transfer a call to another number, explain why it's necessary to connect the caller to someone else. Be sure the caller wants to be trans- ferredhe or she may prefer to be called back. Give the name and number to which you are transferring the caller and ask him or her to hold a moment while you make the transfer. When you reach the right party to receive the call, explain whom you are transferring and the purpose (if known). Then ring the caller back into the call and politely sign off. Taking Notes Frequently, in tracking answers or specialists to supply answers, you may make many calls before finding the correct source. Keeping track of whom you called and who ultimately solved the problem can save you from repeating the same sequence of dead- end calls if the problem should arise again later. File these notes and keep them for future use. Also, if you discover new "experts" that should be placed in the Specialists List, or new phone numbers for those experts listed, correct your directory and notify OPI of any changes or additions. ------- WHEN ALL ELSE FAILS... Call the Office of Public Information at 353-2072 The OPI staff is ready to help you find elusive answers to public inquiries. It can also locate speakers, provide display units for exhibits, supply publications, and help untangle communications knots. Here is a brief summary of the services and resources available to you from OPI: Public Inquiry OPI staff members who answer the 353-2072 phone lines are especially trained to track down information and to locate answers to problems. This includes answers to complex problems that require written responses. Requests for Publications Requests for single and multiple copies of EPA brochures are handled by the OPI Publications Coordinator. Copies are free. Requests for technical publications are handled by OPI Library (phone 363- 2022; hours 10:00 a.m. to 5:00 p.m., Monday through Friday). In addition to copies of technical reports, the Library offers reference and literature-search services. Speakers' Bureau OPI's Speakers'Bureau can provide program special- ists to speak on almost any EPA-related topic. If you have a request for a speaker or accept a speaking engagement, please contact OPI. Requests for Films The Region distributes a selection of films, slide- shows, and filmstrips to the public. You may refer callers to OPI for more information about how to borrow these materials. Exhibits OPI assembles display units and photographic exhibits for public meetings and conventions. Resource Center OPI has access to a mini-library, or resource center, that contains files of speeches, reports, press clip- pings, policy statements, and publications. These are assembled by program and topic. ------- MAKING TELEPHONE CALLS Be Sure of the Number Before dialing, check the telephone directory or your own personal call list. It will help you to avoid wrong numbers. Always note new or changed numbers for future reference. Let the Phone Ring Give the person you are calling at least one minute, or about 10 rings, to answer the phone. Identify Yourself Others may not recognize your voice, so get the conversation off to a good start by giving your name right away. Remember Time Differences When calling long distance, don't forget the four time zones in the United States. A map showing these areas is included in the "Call-Guide" section in the front of most telephone directories. LETTING YOUR VOICE SPEAK WELL FOR YOU AND FOR EPA Every time you make or receive a telephone call at work, you are representing EPA. The impression you make can be a lasting one, so you will want to be sure that your voice and manner always show you at your alert and attractive best. FIVE WAYS TO SOUND AS GOOD AS YOU REALLY ARE: Alertness Show that you are wide-awake, ready to help the person on the line. Pleasantness Put a smile in your voice. Naturalness Use simple, straightforward language. Avoid jargon, technical terms, and slang. Distinctiveness Speak directly into the telephone, pronouncing your words clearly and carefully. Expressiveness Speak at a moderate rate and volume, but vary the tone of your voice. This will add emphasis and variety to what you say. ------- REMEMBER... The Office of Public Information can help you find what you need to reply helpfully to inquiries from the public. How you handle the publicyour attitudeis up to you, and it is the single most important factor in shaping public opinion about EPA and about you, too. ADDITIONAL RESOURCES FOR LOCATING SOURCES OF INFORMATION * Finding Your Way Through EPA * EPA Topical Directory * Region V Environmental Hotline * Consumers' Resources Handbook * Region V Specialists List ** Region V Telephone Directory ** EPA Headquarters Telephone Directory ** Region V Government Directory ** FTS Users' Guide * = Available through DPI Publications (353-2072) ** = Available through General Services Office (353-8911) Because most EPA employees are already or soon will be in the Centrex III system, the instructions \r\Guidelines for Answering Telephone Inquiry match up to the capabilities of that system. Transferring calls, for instance, is explained according to what Centrex III allows employees to do. Staff members who are not yet in that system will need to interpret instructions accordingly. We include the following chart as a refresher course in the various features the Centrex III system has. Keep it handy as an adjunct to the front-of-phone instructions card supplied by Illinois Bell to new Centrex III users. ------- I Indicates Features Available to Station . Dialing Ir CALL H FORWARDING t CALL 0 FORWARDING H CALL HOLD 0CALL PICKUP 0CONFERENCE ©CONSULTATION r^vTHREEWAY 13 CALL1 [^TRANSFER1 within system outside system to cancel forwarding to insure privacy to return to held call to hold second call other telephone rings while talking if you also have 'Call Hold' more than 3 conferees to hold a call & consult to return to held call to add third person to transfer a call LIFT HANDSET DIAL I LIFT HANDSET DIAL LIFT HANDSET DIAL DEPRESS SWITCHHOOK « HANG UP your telephone will r, DEPRESS SWITCHHOOK . alternate conversations LIFT HANDSET ^^^ DEPRESS SWITCHHOOK . conversations by using 'CALL HOL LIFT HANDSET ^ DEPRESS SWITCHHOOK « wait for called party to hang up depressions) reconnected to orig DEPRESS SWITCHHOOK ' SWITCHHOOK once threeway c DEPRESS SWITCHHOOK NOTES 1. Features apply when call in progress is. type call. 2. If BUSY, NO ANSWER or a dialing ERROR is made-depress switchhook twice (pause between depressions) to return to original call. 3. While Call Forwarding is activated your telephone may be used to originate other calls. HANG UP for 5 seconds ------- uctions DIAL STATION NUMBERBB RINGING announce HANGUP 3 DIAL [ 9 ] DIAL NUMBERBB RINGING announce HANG UP 3 .HANG UP DIAL [ 18 ) DIAL NUMBER > answer and resume conversation ' DIAL ( 1 8 ) reconnected to original party repeat to DIAL [ 19 ] call connected to your telephone answer DIAL (19 I call connected to your telephone alternate DIAL I 2281 operator answers give call details DIAL NUMBER party answers start conversation RESS SWITCHHOOK twice /pause between DIAL NUMBER2 party answers announce DEPRESS '.tablished DIAL STATION NUMBER party answers HANGUP TONES AND SIGNALS DIAL TONE A continuous steady tone (you can dial) RECALL DIAL TONE Three short tones followed by a steady tone (call is held, proceed with dialing) CONFIRMATION TONE Two short tones (action accepted) CALL WAITING SIGNAL Spurt of tone (another call waiting for you) (3) Illinois Bell ;en calls ^^^^^ ------- SPECIALISTS LIST This directory should serve as a supplement to your Region V Directory to be used in locating a knowledgeable contact for specific information on EPA programs and areas of involvement. Please note any changes in either contacts or phone numbers and call them to Ann Brash or Chris Clason on 3-2072. Changes will be reflected in the next update of this list. SUBJECT/TOPIC Acid Rain Agricultural Land (sewage treatment impacts) Agriculture (nonpoint- source pollution control) Agriculture Constituency Coordinator Air Modeling Air (toxics) Ambient Air Quality Monitoring & data analysis Analytic Center Asbestos Auto Emissions Systems/Tampering Bicycling Program Biomonitoring Bubble Policy Business & Industry Constituency Coordinator Cadmium CAPDET (Computer Assistance Programs Evaluation of Wastewater Treatment Plants) Carbon Monoxide SIP Carbon Monoxide Monitoring Catalytic Converters Certification of Autos Chemical Processes (fertilizers, oil refineries, fine chemicals, paper, pulp) Chlorination Civil/Criminal Penalties Air -Water Clean Lakes Program (Section 314) CONTACT Dan Adams Gene Wojcik Carl Wilson Marcia Carlson Dennis Trout Sue Karacki Steve Goranson Laird Starrick Tony Restaino Steve Hoover Michelle Rocawich Gary Milburn Pete Redmond Max Anderson Laird Starrick Dick Dalton Marcia Carlson Carolyn Hesse Dana Davoli Paul Bitter Ed Doty Steve Goranson George Kittredge Jim Marzen Y.J. Kim Vacys Saulys Mike Smith Roger Grimes Donald Josif PHONE 886-6066 353-2157 353-2165 886-6586 886-6057 886-6066 886-6226 886-6871 886-6000 8-472-9363 886-6082 353-2098 886-6112 886-6228 886-6871 886-6054 886-6586 886-6005 886-6115 353-2314 886-6048 886-6226 8-426-2514 8-374-8275 886-6140 353-3544 353-2082 353-2094 353-2165 ------- SUBJECT/TOPIC CONTACT PHONE Combined Sewer Overflow Corps of Engineers Coordinator (wastewater treatment plants) Correspondence (response to public inquiry) Drinking Water Dredge and Fill Dredging (Great Lakes) Economics Effluent Guidelines (Water) Emissions Inventory- Air Sources & Facilities Endangered Species Energy Environment Midwest Environmental Impact Statements (Region V) Environmental Impact Statement Review (other agencies' EIS) Environmental Constituency Coordinator Exhibits Films, Slide shows that Region V distributes Fish & Wildlife Flood Plains Freedom of Information Fuel Economy Fuel-switching (complaints, reports) Gas Drilling in Lake Erie Grants, Section 105 (air pollution control) Grants, Section 106 (Water Quality Management) Chuck Pycha John Kelley Ann Brash Joe Harrison Barry DeGraff Tony Kizlauskas Mary Lu Lageman Jon Barney Barry Bolka Cathy Garra Jim Phillips Laird Starrick John Rapsys Eugene Wojcik Barbara Taylor Jane Kenneally Leah Ferrara Leah Ferrara Susan Nelson Cathy Garra Cathy Garra Nancy Sullivan Greg Dana Eastern District Office Paul Horvatin General-Joe Clesceri IL John Doolen IN Jay Bortzer Ml John Doolen MN Jay Bortzer OH Joe Morbito Wl Tom Mateer li Mike Phillips IN Don Roberts Ml Gerry Phillips MN Bill Cloe OH Ed Waters Wl Bob Tolpa 353-2314 353-2146 353-2072 353-2151 886-6681 353-3576 353-2040 886-6109 886-6227 353-2157 886-6054 886-6871 886-6131 353-2157 886-6690 886-6587 886-6127 886-6127 886-6128 353-2157 353-2157 886-6126 8-755-0596 8-472-9363 353-3612 886-4577 886-6080 886-4577 886-6080 886-4577 886-6064 886-4577 353-2163 353-2163 353-2160 353-2167 353-2172 353-2167 ------- SUBJECT/TOPIC Grants, Section 201 (design & construction of Wastewater Treatment Plants) Great Lakes Enforcement Great Lakes Environmental Planning Great Lakes Information, Exhibits Great Lakes Issues Great Lakes Surveillance Groundwater Hazardous Wastes Hazardous Waste Incineration Health Effects on Humans & Wildlife (Water) Historic Preservation (impacts of construction) (Water) Importation of Cars Indiana Water Supply Program Industrial Waste Treatment Innovative Alternative Technology (Municipal) Inside Story Inspection & Maintenance (Air) Labor Constituency Coordinator Laboratory Analyses/Contracts Malfunction Regulations (air pollution-control equipment) Meteorology Mining Activities (Water Division) Minority Business Enterprise (OCR) Mobile Sources (Air) CONTACT IL Arwin Hothan IN Tom Geishecker Ml Max Richards MN/WI Jack Dawson OH Chuck Poremba Howard Zar Kent Fuller Susan Nelson Jane Kenneally Madonna McGrath Bob Bowden Jim Mayka Karen Theison Arnie Leder Jay Goldstein Larry Kyte Y.J. Kim Joe Prince Cathy Garra Jerry Kraus Bob Hilton Irv Dzikowski Steve Poloncsik Leah Ferrara Karl Nash Jerry Kelman Kent Kozina Jeff Reckinger Curtis Ross Chuck Elly Dr. Emilio Sturino Henry Onsgard Ed Klappenbach Dennis Trout Mike Phillips Irene Little Steve Hoover PHONE 353-2140 353-0144 353-2142 353-2545 353-2144 886-6743 353-3503 886-6128 886-6587 353-2117 353-1369 886-6184 886-6190 353-2114 353-2197 353-2094 886-6140 353-2151 353-2157 8-472-9413 886-6206 353-2105 353-2314 886-6127 886-6069 886-6070 886-6063 886-6581 353-8370 353-8370 353-8370 886-6043 353-2317 886-6057 353-2163 353-2320 8-472-9363 ------- SUBJECT/TOPIC National Emissions Inventory Systems (NEDS) (Air) Monitoring-Air Quality Monitoring-Water Quality National Emissions Standards for Hazardous Air Pollutants (NESHAPS) National Emissions Inventory Systems (Air) Needs Survey (Construction Grants) New Source Performance Standards (NSPS) (Air) New Source Review (Air) Nitrous Oxides Nitrogen Dioxide Monitoring Noise Nonpoint-source Pollution (Water) NPDES Permits Industrial Municipal Operation and Maintenance of Sewage Treatment Plants Ohio SOz overview/history Operation of Public Water-supply Plants Outdoor Recreation Planning Ozone Modeling Ozone Monitoring Particulate (TSP) Standards PCBs Personnel Locating Pesticides Phosphates Plant Closings Pollution Standards Index (PSI) - Air Power Plants (Air programs) (pollutants discharged) (Thermal & Intake problems) CONTACT Barry Bolka Steve Goranson David Stoltenberg Bruce Varner Barry Bolka Tom Marx Bruce Varner Dick Dalton Ron VanMusbergen Joe Paisie Steve Goranson Horst Witschonke Gale Hruska Mike MacMullen Irv Dzikowski Jack Newman Peter Spyropoulos Jon Barney Marv Luntz Charlie Smith Sue Karacki Harry VonHuben Bobbie Lively Ed Doty Steve Goranson Joe Paisie Sheldon Simon Marion Young Personnel Office Mitchell Wrich Paul Horvatin Mary Lu Lageman Steve Goranson Edith Ardiente Richard Robichaud Jerry Rogers Gary Milburn PHONE 886-6227 886-6226 886-6234 353-2086 886-6227 353-2138 353-2086 886-6054 886-6056 353-2205 886-6226 886-6164 353-2165 353-2105 353-2105 353-2105 353-2098 353-2314 353-1681 886-6030 886-6187 353-2157 886-6048 886-6226 353-2205 886-6087 886-6000 353-2026 353-2192 353-3162 353-2040 886-6226 353-2086 886-6097 353-2105 886-6112 ------- SUBJECT/TOPIC CONTACT PHONE Press (Media) Pretreatment (Construction Grants) Pretreatment (State, local programs) Prevention of Significant Deterioration (PSD) (Air) Priority Pollutants (Water) Public Information Director Public Interest Groups Constituency Coordinator Public Participation Air Programs) 201 & 208 Programs Solid Waste Branch) (Regional) Public Water Supply Public Water Supply Program Grants Publications (Orders, inventory) Quality Assurance Office Air -Water Radiation Recall of Autos Recreation and Open Space Recycling Remote Sensing (Water) Resource Center (OIEP) Resource Conservation and Recovery Technologies Resource Recovery Sections 120 and 125 of the Clean Air Act (especially Illinois) Section 126 of the Clean Air Act Section 175 Grants (Transportation Control) Bob Haitian Steve Poloncsik Bob Robichaud Dick Dalton Ron VanMusbergen Jon Barney Kathy Brown Jane Kenneally Kent Kozma George Neiss Bruce Mibeck Al Zemsky Joe Harrison Steve Kieras Margaret Gallien Kendall Young David Payne Pete Tedeschi Larry Jensen Don Zmger Bobbie Lively Pat Vogtman Ted Rockwell Chris Clason YJ. Kim Owen Thompson Pierre Talbert Steve Rothblatt Gary Gulezian IL Richard Cox IN Richard Cox Ml Richard Cox MN Richard Cox OH John Perrecone Wl Richard Cox 886-6588 353-2314 353-2105 886-6054 886-6056 886-6109 353-2075 886-6587 886-6063 353-2147 886-6162 886-6585 353-2151 886-6180 353-2072 353-9351 353-9351 353-2654 886-6175 8-472-9425 353-2157 886-3713 353-2157 353-2049 886-6140 353-0276 353-2082 886-6030 886-6029 886-6072 886-6072 886-6072 886-6072 886-6081 886-6072 ------- SUBJECT/TOPIC CONTACT PHONE Section 201 Grants (Water) Section 208 (Water Quality planning) Section 303 of the Clean Air Act Seek and Find Program Sewer Use Ordinances Sludge State Coordinators State Implementation Plans (SIPsj (Air) Sulfur Oxides Sulfur Oxides issues in Ohio Sulfur Oxides Monitoring Tampering with Auto Emissions Systems Total Suspended Particulate filter analysis (TSP) TSP Monitoring Toxic Substances Toxicology Transportation Planning (Air) Underground Injection Programs Urban Runoff Urban Constituency Coordinator User Charges (wastewater treatment) Value Engineering Warrantees on Autos Wasteload Allocations IL Thomas L. Smith 353-2188 IN Thomas L. Bramscher 353-2133 Ml Elaine Greening 353-2126 MN Charles Orzehoskie 353-2131 OH Bruce Baker 353-2256 Wl Richard Zdanowicz 353-2129 Gary Williams 353-2154 John Connor 353-2082 Arnie Leder 353-2114 Ted Horn 353-2137 Steve Poloncsik 353-2314 IL Mary Canavan 353-1327 IN TonyLeffin 353-2200 Ml Jim Filippini 353-2966 MN Connie Hinkle 353-9391 OH Charlie Smith 353-1681 Wl Jon Grand 353-1223 Gary Gulezian 886-6029 Deb Marcantino 886-6039 Joe Paisie 353-2205 Deb Marcantino 886-6039 Steve Goranson 886-6226 Steve Hoover 8-472-9363 John Paskevicz 886-6044 Steve Rosenthal 886-6047 Steve Goranson 886-6226 Karl Bremer 353-2291 Joe Prince 886-6188 Karl Nash 886-6069 Jim Mayka 886-6184 Mark Vendl 886-6195 Mike MacMullen 353-2154 Jeff Reckinger 886-6581 Ted Horn 353-2137 Clarence Laskowski 353-2314 Rick Ackerman 8-472-9350 Rick Friedman 8-472-9350 Jeff Gegler 353-2165 ------- SUBJECT/TOPIC CONTACT PHONE Waste Management IL Joel Schaffer 886-6160 State Specialists IN Chuck Lewis 886-6152 Ml Terry Sanders 886-6153 MN Art Baden 886-6150 OH Andre Fenwick 886-6156 Wl Diane Bartelt 886-6162 Water Quality Standards Mike MacMullen 353-2165 Wild and Scenic Rivers Roger Coppock 353-2124 (rural policy coordinator) US GOVERNMENT PRINTING OFFICE 827-548 ------- ------- Design: U.S. EPA V /Graphic Arts/1980 ------- |