Call Drops During Counseling

Dropped Call 

No calls in Queue

• Go unavailable and call the client back.
• If the client is reached, finish the counseling and issue the certificate.
• If the call back goes to voicemail, leave a general message advising the client to call us back.
• Note the account stating you had tried calling back.

Calls in Queue

• Leave a brief note in the client account about being disconnected (i.e., Call dropped).

Certificate Issuance

• If all of the counseling requirements have been completed (EOUST requirements met) before the call is dropped, issue the certificate and note the account. 
• If a call is dropped before meeting EOUST requirements, the counseling is not complete and no certificate should be issued. The next counselor is required to start back at the beginning of the counseling.  Again, include a brief note in the account.  

There is no need to post anything in Slack if the “add note” tool is utilized.