Corporate Services and Admin > Reception - Lalor St.
Authorised by Chief Executive Officer
Revised Date: 22 September 2017
Communication and Enquiries
Delivering Messages: Record messages on the message pad and place it in the staff member’s pigeon hole or Managers desk. It is important to record the time, the date and return telephone numbers on all messages. The staff pigeon holes are in the Staff Room.
For messages regarding movements of participants – notify the relevant manager (or delegate), if not confidential these can be placed on the Whiteboard in the Administration Area or you may directly advise the worker if they are confidential. We don’t leave confidential information on the whiteboard.
Urgent messages for staff: We do not give out personal mobile telephone numbers of our staff but some have Kyeema mobile phones which are okay give out. These numbers are printed on a phone listing available near each phone. See Administration Staff if you require a copy.
Leaving reception (for lunch etc.) Lock the reception window and place the unattended sign up. Advise the Finance Manager or Staff that you are leaving it unattended.
Enquiries relating to the intake of new people or carer issues should be referred to the relevant Manager in the area they are after.
Emergency
Crisis situation: Where a consumer/participant seems to be in distress (either in person or on the telephone) try to deal with them in a quiet and calm manner. If the Department Manager is available put them through. Otherwise, make immediate contact with the Manager or Chief Executive Officer.
Eftpos Machine
To charge battery
Place the Eftpos machine onto the charging dock under the reception desk.
The Eftpos machine should be left on the charging dock when not in use.
The Eftpos machine is not to be turned off. If it has run flat, charge the battery then hold the green button for 10 seconds to turn it back on.
To make a transaction
•Enter the amount of sale in cents (i.e. for $123.45 you will need to input “12345”)
•Insert/Swipe or tap the customer’s card (you must ask the customer whether they would like to use PayWave before tapping their card)
If the card was inserted/swiped
o Ask the customer which account type to use i.e. cheque, savings, credit
o Give the machine to the person to insert their pin number
•Print out copy for use (Merchant Copy)
•Ask the customer whether they would like a receipt and print out a customer copy if requested.
To print a settlement statement
•Select Function on top row
•Press 8 and enter
•Press 1 and enter
•Confirm you wish to settle by selecting YES, or by pressing enter
•Settlement report will print and totals will be reset
Eftpos Machine Instructions KEF-49
•Get mail ready for posting.
•Complete the Australia Post Mailing Statement
•Stamp envelopes with the Postage Paid or Postage Paid Priority stamp
•Place in brown satchel which is kept at the Reception Desk
•Courier Contract collects and returns mail on various days during the week
Collect mail from Portland Post Office Box 86 – the key is in the brown satchel at Reception desk.
Open the mail and distribute to relevant managers. All correspondence (letters etc.) is to be handed to the CEO first.
Stationery
Any stationery that requires re-ordering is to be noted in the stationery order book.
When ordered stationery will be delivered to Reception. When received, check that all items on the invoice are accounted for, mark them off and place the invoice in the reception filing cabinet under “office supplies”.
Store the stationery in the correct location and leave a note in the reception diary for the other receptionists to let them know the delivery has arrived.
Phones
Answer all incoming calls
We have 4 incoming lines
When an outside call comes in, pick up the handset and press the flashing “Answer Ph” button in the top right.
Greet with Good morning OR Good afternoon
Kyeema Support Services
This is (Your name)”
To transfer calls to staff
When transferring a call to another phone in the building, press the corresponding button on the top half of the half of the phone then hang up the handset.
Hold
To place a caller on hold, press the red Hold button in the bottom left then hang up the handset.
Pick up the handset and press the relevant Line 1-4 button to pick up the call again.
Answering a call from another handset
You can pick up an incoming call from any handset that is not currently ringing by picking up the handset and inputting “63”.
Transferring a call from another handset
Only the Reception, CEO and Finance Manager Office handsets have dedicated transfer buttons for each extension.
To transfer a call from a phone without these dedicated buttons, press the transfer button next to the red hold button, input the extension number of the phone you wish to transfer to (these can be found on the sheet attached to the top of every phone) and then hang up the handset.
To make a call
To make a call you must first press 0 to get a line out, then input the number you wish to call as normal.
Night Switch
The Night Switch is no longer used. Do not press this button.
Respite & Independent Living Programs
Kyeema Respite and Independent Living (KRIL) are on a separate line.
If a caller wishes to speak to a KRIL staff member, you may offer them the choice of either calling the KRIL number (03) 5523 5999 or placing them on hold and requesting that the KRIL staff member pick up a Lalor St phone to take the call.
For quick reference, both the Lalor St and KRIL phone numbers can be found at the top of the sheet attached to each phone.