You’ve answered a hotline call, and the client asks for information about a program that you don’t know very well or know nothing about. What do you do?

It’s always okay to let someone know that you do not have the answer to that question at that moment but that you’ll make the best effort to put them in touch with someone that knows and/or is in charge. You can always refer them to our website and social media, and take note of their contact information so that someone from our staff can follow up later on.