Telephone Protocol Policy

Telephone Protocol

All Employees are to answer the phone using a clear, audible voice and identify:

Example:
The program: TOPP KIDS Prince of Wales
Staff: “Karen” speaking

All Employees must handle telephone conversations in a pleasant and professional manner.

Employees are to ensure that all written messages are complete, neat, and accurate. It is a
standard of good practice for employees to include the time and date of the call, along with their
initials, for the convenience of the message receiver.

The program phone is to stay with the Program Coordinator/ Room Lead or Designated Educator
between the hours of 6:45 am – 6:00 pm. This is the main contact for both families and Support
Management. It is important that all calls are answered during this time and any messages left are
returned promptly. The following voice mail recordings are used throughout the year:

TOPP KIDS VOICE MAIL GREETING

“Hello, you have reached TOPP KIDS (Program Name). We must be playing games, doing crafts or
experimenting with science right now and are unable to speak with you personally. If you will leave
your name, telephone number and why you called, we will return your call shortly. Thank you and
always remember to PLAY, GROW, LAUGH & LEARN!”

TOPP KIDS SUMMER CLOSURE VOICE MAIL GREETING

“Hello, you have reached TOPP KIDS (Program Name). Our program is now closed for the summer
opening again on the first day of school in September. You can contact our Head Office at (403)
710-8384 or send an email to info@toppkids.com. Thank you and always remember to PLAY,
GROW, LAUGH & LEARN!”

NOTE: Apps and programs (such as Facebook and games) not approved by TOPP KIDS may
not be downloaded to company phones. If phones are found being used for personal use,
disciplinary action will ensue.