clerical support training

EDUCATION AND TRAINING SERVICES SECTIONEDUCATION AND TRAINING SERVICES SECTIONGEORGIA DEPARTMENT OF HUMAN SERVICES

DIVISION OF FAMILY AND CHILDREN SERVICES

Clerical Support Staff Training Presentation

Developed For:Developed For:Georgia Division of Family and Children Services

Education and Training Services SectionCurriculum Developer: Denise Wells

Welcome

Welcome to Clerical Support Training!

If you are learning the material for the first time, youmay want to complete the online tutorial introducingyou to this type of online training.

Also, remember that once you have completed aParticular module, it is available for you to revisit atany time.

Assistance: Contact the HelpDesk at 706.355.5144 with any questions you have during the training

GOOD LUCK!

PROFESSIONALISMLesson 1: Privacy

Because of the nature of the work we do, weare often responsible for handling a client’spersonal information.

It is vital for both the client and agency thatmaximum efforts are used to safeguard all personal information received.

PROFESSIONALISM Lesson 1: Privacy

Key Areas Related to Privacy for the Client:

• Social Security Information

• Sensitive Documents

• Data Entry Screens

PROFESSIONALISM Lesson 1: Privacy

Social Security Information

When handling client Social Security information, it is most important that special care be taken to keep this information confidential and out of sight.

Identity theft is a huge concern and our staff have to take due diligence to protect clients from infringement.

PROFESSIONALISM Lesson 1: Privacy

Sensitive Documents

Protect clients from identity theft and other violations by shredding sensitive documents they have submitted such as receipts, bills, credit card information, etc.

PROFESSIONALISM Lesson 1: Privacy

Data Entry Screens

Be mindful of other clients gaining access to information you are entering into a computer. Be sure to activate a screen saver if you must step away from your terminal for any reason.

PROFESSIONALISM Lesson 1: Privacy

Key Areas Related to Personal Privacy:

• Personal Calls

• Email & Computer Monitoring

• Secure Web sites

• Passwords

PROFESSIONALISM Lesson 1: Privacy

Personal Calls

Keep in mind that there is very little privacy at work.

The best way to ensure private telephone calls at work is by using your personal cellular phone. (Keep personal calls to a minimum, though).

Assume that calls made using agency phone lines are being monitored.

PROFESSIONALISM Lesson 1: Privacy

Email & Computer Monitoring

Employers have complete access to all emails and computers files. Think of them as a permanent paper trail.

Some employers even use computer software that allows them to track internet usage and emails, view files stored on terminals or hard disks and even show what you are currently working on. Always assume your work is being monitored.

PROFESSIONALISM Lesson 1: Privacy

Secure Web sites

There are things you can do to protect yourself and the agency when going online.

Have the Information Technology (IT) departmentinstall malware protection on your system.

Also, visit secure sites. You will know that a site is secure if you see https:// in the address bar rather than simply http:// when you are web surfing.

PROFESSIONALISM Lesson 1: Privacy

Passwords

When creating a password, choose a long, but memorable one. Make sure it is easy for you to remember but difficult for someone else to guess.

Remember that no one will ever contact you to ask for your password or pin numbers. Should you receive any such requests, always ignore them.

PROFESSIONALISM: END

This is the end of the module.

COMMUNICATIONS Lesson 2: Telephone Tips

When answering calls, be sure to:

• Listen and be helpful

• If transferring the call, be sure to let the caller know who they are being transferred to

• Always ask permission before placing a caller on HOLD

• Always ask permission before placing a caller on SPEAKER

COMMUNICATIONS Lesson 2: Telephone Tips

When placing a call:

• Identify yourself

• Do not ask, “Who am I speaking with?”

• Use your full name when requesting to speak with someone

• State the purpose of your call

COMMUNICATIONS Lesson 2: Telephone Tips

When leaving a voice message:

• Leave a complete and concise message that includes your name, phone number, time of call and nature of call

• Speak clearly and slowly when leaving a message

COMMUNICATIONSLesson 3: Difficult Calls

When a caller is angry or upset:

• Listen carefully

• Acknowledge the problem, but do not necessarily agree

• Refer call to your supervisor when possible

• Write down a detailed and accurate account of the call and the problem

• Act quickly to resolve the issue

COMMUNICATIONSLesson 3: Difficult Calls

When a caller is angry, DO NOT:

• Argue – remain calm & professional

• Blame others for the problem

• Interrupt the caller

• Make promises

COMMUNICATIONSLesson 4: Office Awareness

When communicating with internal and externalclients, do not give out:

• Whereabouts of the person who is out of the office

• Who a person is already talking to

• Who a person is meeting with

• Who is in a person’s office

• Why someone no longer works with the organization

COMMUNICATIONSLesson 5: Email Etiquette

Email communication requires handling with care. When crafting emails, be sure to do the following:

• Use correct grammar and sentence structure

• Refrain from using the following:• Excessive use of emoticons () – one is okay, but limit use• Casual text message lingo (i.e. u in place of the word you)• All CAPITAL LETTERS. This means you’re screaming

• Use “reply” to answer an email rather than beginning a new message so that the entire communication can always be considered.

COMMUNICATIONSLesson 5: Email Etiquette

When composing an email, be sure to:

• Make message clear and concise

• Fill in the “subject line”

• Double check the address

• Proofread message prior to pressing send

• Be polite and use phrases like “please” and “thank you”

COMMUNICATIONSLesson 5: Email Etiquette

Because email is nonverbal in form, it requires thatrules for this type of communication be used. Remember those reading your emails do not have thebenefit of hearing your tone of voice nor seeing yourbody language.

Often a well intended email has unintentionallydelivered the wrong message to it’s recipient. To besure you are sending the right message, read it aloudprior to pressing send.

COMMUNICATIONSLesson 5: Email Etiquette

To see a short video presentation explaining things tothink about when composing an email, click HERE

COMMUNICATION: END

This is the end of the module.

Resources

BOOKSCovey, S. (2004). The 7 Habits of Highly Effective People.Evenson, R. (2010). Customer Service Training 101.Farr, M. (2007). Getting the Job You Really Want. Perkins, P. (2008). The Art and Science of Communication: Tools

for Effective Communication in the Workplace.Scumaci, D. (2007). Designed For Success.

WEBSITEShttp://www.bnet.com/videos/why-email-starts-fights/241106