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Inclusive Engagement Techniques and Approaches

Hotlines

A person's hands press a button on a phone keypad and holds a phone. The phone system is black.

What is it?

Hotlines are dedicated phone lines that provide a direct channel for community members to access general information, provide comments and receive support. They may offer real-time access to project team members or automated recorded messages allowing callers to leave a voicemail that staff can respond to. Examples include the Pure Water San Diego Program’s hotline for community inquiries about construction projects and the Utilities Undergrounding Program hotline for questions regarding undergrounding electrical and communication utility lines.

When to use it

Hotlines are helpful when ongoing communication with the public is needed for large-scale projects. They are particularly effective for reaching individuals who may have limited access to the internet and addressing immediate concerns or questions from the public.

How to do it

Before

  • Clearly define hotline scope and objectives.
  • Choose a hotline provider based on the necessary functions, such as an automated system or live support from staff.
  • Designate a phone number for the hotline and establish hours of operation.
  • Create a script for the hotline’s outgoing/general message to ensure clarity and consistency.
    • The recorded message should include the method of communication for the follow-up response and response time frame. Doing so can reassure callers that their inquiry is being addressed.
  • Test the hotline system to ensure callers can hear messages clearly and access all call functions.
  • If calls will be answered by staff members, designate and schedule knowledgeable staff to answer hotlines and provide instructions for hotline management.
    • Consider developing an FAQ document that can be referenced by staff answering the hotline. Update the document regularly as the project progresses.
  • Share the hotline with the public and interested stakeholders through channels such as using email notifications, flyers, or social media.
  • Determine a procedure for handling inquiries outside of the scope of the hotline.

During

  • Optimize the collection of input from hotline interactions by using tools such as the example call log below and feedback forms to organize feedback.
  • Collect contact information from callers who want to receive updates on the project or department, so they can be added to distribution lists.
Project Name
Tracking #Call Date & TimeCaller NameDurationPhone NumberE-mailNotesFollow-up / Referred to Contact
        
        
        

After

  • Periodically review input received via the hotline.

Resource considerations

Cost: Minimal to Moderate

Costs include personnel time, hotline setup and software, training for hotline contacts and promotional materials.

Time: Moderate

Setting up a hotline requires a few months for preparation to ensure all materials, training and logistics are in place.

Capacity: Moderate to High

A medium to large team is needed to support a hotline. Staff may establish and promote the hotline, manage calls and track inquiries and comments.

Other considerations

  • Regularly check the hotline system for technical issues and recorded messages as needed.

How to make it more inclusive

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