Telephone: Live Delivery 

1. Ensure that all calls are answered by the third  ring.
2. Always answer with a friendly greeting using      your name and work location.                                                                                                     It's a wonderful day at <school/department name>, where we put students first always, in all ways.  I am <Name/TItle>. How can I help you?
3. Use the caller’s name or ask them how they would like to be addressed, if unknown, avoid gendered pronouns unless you know the caller’s pronouns.  
4. Listen and repeat the caller’s request.
5. Allow callers to express themselves without interrupting.
6. When transferring a call, first inform the caller of the extension and contact person’s name and place the caller on hold to contact the individual receiving the transferred call. Inform the individual receiving the transferred call of the caller’s intent, tone, and any additional pertinent information. If the staff person is unavailable to receive the caller, take a message and be sure to note the date and time of the call, the caller’s contact information and nature of call.  
7. Avoid or limit hold time.
8. Always ask if there is anything else you can assist them with and thank them for calling. 

Telephone: Voicemail Messages 

1. Ensure that voicemail is updated, informative and functional (able to receive messages). 
2. Your voicemail greeting should include your name and title, the school and/or office you work in, your hours of employment and the name and number of another person to contact if the caller needs immediate assistance.
3. Schools may consider assigning a student to serve as the voice of the school’s voicemail system.  

Sample Voicemail Message School – Department :

Hello you have reached Pittsburgh <school/department name>, where we put Students First Always, in all ways. Our school staff is busy at work creating positive outcomes and experiences for our students. Your call is important to us. Please listen to our full menu so we can ensure you get the service you need. Push one… 

Sample Voicemail Message Individual: 

Hello you have reached <name/title> at Pittsburgh Public Schools, where we put Students First Always, in all ways. I am busy at work creating positive outcomes and experiences for our students. Your call is important to me. Please leave a message, and I will return your call within 48 hours.

3.    Return calls within 48 hours.  

4.    If you will be out of the office, update your message to indicate the duration of your absence and a number to call if assistance is needed prior to your return. 

5.    If you manage a front office at a school or department and are responsible for the phone and/or permitting access to the building, please ensure that someone is always available to support customers in your absence.  

Email is a communication tool provided by Pittsburgh Public Schools for your professional use.

Email is most effective when you utilize the “Three C’s”

• • Clear
  • Concise
  • Courteous

Email immediately communicates:

• Your work ethics
• Commitment to professionalism
• Your attention to detail

Emails:  

1. Determine if email is the best way to respond or if a phone call would work best. Any private information is best discussed in person or over the phone.
2. Respond to email messages within 24 hours. Reply to your emails – even if the email was not intended for you.  If you don’t have the answer, respond to let the person know you received the email and you are working on it or connect them to the person who can help them. 
3. Make sure the entire email thread is something that you want to share or something appropriate.  Remember everything can be forwarded. 
4. Personalize email responses by referencing the author’s question and using their name in the response. 
5. Use professional salutations. Only use the formal salutations Mr. Ms. and Mrs., if you are certain of the pronouns the person prefers. Otherwise, avoid gendered language and opt for Hello or Greetings.  

• • Appropriate Salutations: Good Morning/Afternoon, Hello, Greetings or Dear
  • Always include a Thank You in your closing.   

6. Monitor your tone. Use exclamation points sparingly. Always say “please” and “thank you.” 
7. When referencing the district website, provide a link to the page where the specific information can be found. 
8. Proofread all responses for clarity, completeness, comprehension and spelling.  
9. Remember, nothing is confidential, so please write accordingly.  Email is discoverable and can be easily shared. 
10. Make sure your email signature line includes your name, title, phone number with area code, district cell phone (if applicable), mailing address and work hours. 

Sample Greetings:

• • • Thank you for your email. Your message is important to me. I will be out of the office from (Starting date) until (End date).If you need immediate assistance please contact (Contact Person).Kind Regards,
    • Thank you for your message. I am currently out of the office, with no email access. I will be returning on (Date of Return). If you need immediate assistance before then, you may reach me at my mobile – (Mobile Number).  Kind regards,

11. When absent or on vacation, enable the “Out of Office” feature. Let people know when you will be out, when you will return and who to reach out to in your absence.  
12. When receiving a message to multiple people, determine if a ‘reply all’ is appropriate.  
13. Responding when emotions are high can cause unnecessary problems. If you feel upset, pause, take some time, talk to someone and only reply when you are calm.

Email Signatures

Email signatures are a helpful tool and they are easy to set up. Signatures should include:

• Your Name
• Your title
• State the school(s) or Office where you work
• Email, phone, fax, School/Department Webpage Address, Social Media
• District web address/ Let’s Talk Link
• Email Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, you are hereby notified that any use or dissemination of this communication is strictly prohibited. If you have received this email in error, please notify us immediately, then delete this email.

Email Dont's

Don’t forget your signature.

• Include who you are and how to contact you.

Don’t “reply all” without thinking first.

• Be thoughtful and deliberate when using reply all because most of the time… ALL do not need to receive your message.

Don’t “shoot shots from the lip.”

• Remember that what you write cannot be taken back.
• Ask yourself, “Would I say this in person?
• If it appears that an email dialogue has become “heated”, suggest that issues be resolved by telephone or in person.

Don’t mark “Urgent” unless it really is.

• If it is urgent, pick up the phone and speak to the person directly.

Don’t send humor.

• Words said without facial expressions or vocal tones are often misinterpreted.

Don’t overuse exclamation points.

• Exclamation points are an expression of emotion that is not always clear.

Don’t use ALL CAPS.

• All capitals do not translate well through email.
• They are received negatively.

Don’t use text message shorthand.

• Using LOL, OMG, other text messaging shorthand is unprofessional in email. Not everyone knows those acronyms. 

Walk-Ins & Visitors: 

1. Acknowledge visitors in front of you, assess their needs, and offer assistance.  If you are serving another customer, politely ask if they would mind waiting until you have finished assisting the customer you are currently with.
2. Greet everyone with a smile and a positive, friendly salutation.
3. Treat all visitors with respect and remain courteous throughout your interaction.
4. Maintain eye contact and speak clearly. Do not use slang or abbreviations that only district insiders would understand. 
5. If your customer needs immediate translation services, contact the ESL Department at 412-529-3516.  Do not use students as interpreters.   
6. Give visitors specific directions when referring them to other locations within your building.
7. When permitting a visitor to access your building, determine the intention of their visit and direct them to the Main Office to sign in and get a visitor badge. 
8. Ensure that your school/office hours and visitor procedures are clearly posted

Difficult Situations:  

1. Always maintain a professional demeanor and remain calm. 
2. Allow customers to express their concerns by listening before speaking.
3. Empathize with the individual; do not argue.
4. Repeat and rephrase what the individual is saying to make sure you understand the situation.
5. When you do not know an answer, volunteer to find out and get back to the customer.
6. Refrain from assigning blame.
7. Focus on providing options and alternatives.
8. If you cannot reach a resolution with the individual, refer them to a person with a higher level of authority.
9. Abstain from making guarantees or promises that cannot be honored.
10. Seek support from a colleague if the situation escalates. 
11. Thank the individual for bringing the situation to your attention. 

Conversation Prompts

• I’m sorry that I am not the person who can help you with this problem. Let me connect you/provide you with information to someone who can. 

• I’m sorry that you had such a bad experience.  At Pittsburgh Public Schools we put Students First always, in all ways.  Let me try to help find a solution…

• I understand that you feel this school may not be a good fit for your child, let me see if I can assist with other PPS options…