Attachment J.1 Answering Service Requirements.pdf

ATTACHMENT J.1

US Forest Service Job Corps OA/CTS Services

Philadelphia Region Kentucky, Virginia, & W Virginia How is the 800 number/answering service going to work?

Prospects interested in attending any Forest Service Job Corps center will call the 800 number.

The number will be published in outreach materials by anyone recruiting for the Forest Service.

In addition, students from any center in the CTS phase of their enrollment may call this number to be connected to their Career Transition Specialist.

During business hours, the 800 number’s automated system will ask callers for their zip code.

The system will then direct transfer callers to the admissions or placement office that services their Local Workforce Development Area from which they are calling. Prospects, applicants, enrolled students, and those who have graduated or left the Forest Service Job Corps program may utilize the 800 number to reach the staff member assigned to them. Since students in the CTS phase are assigned to the center from which they graduated, they will be asked to enter the first few letters of the center name.

If that admissions or placement office is closed, the call will route to the call center operator who will take the caller’s information, provide information, and answer their questions (using prescribed scripts.) They will electronically pass the caller’s information along to the correct admissions or placement office via e-mail. This process also includes evenings, weekends and holidays.

The 800 number will be accessible nationally and will serve the needs of all Forest Service Job Corps centers. The task to contract for the 800 number will only be on the Philadelphia contract.