Handling general inquiries
All workers within an organisation are bound by the standards and guidelines of the organisation. Among these standards will be those required for responding to inquiries. Consider a checklist like the one below to ensure that you have covered all you need to when responding to inquiries.
- Am I clear about what specific information is needed?
- Is that information available in my agency?
- Does the person making the request have special needs that I must be aware of?
- Who is the most appropriate person to approach with the request?
- Have I kept in mind the confidentiality policy?
- Is the response I am giving in relation to the request clear and relevant?
- Is additional or supporting information required?
- Should this be referred to another agency or person?
- Does my agency have a policy around the release of this information?
Ask the inquirer how you can help. Ask further questions to clarify the nature of the inquiry and provide a response, or direct the enquiry to a more appropriate person.
Provide feedback to the person making the inquiry. For example, restating what you understand the request to be is a sound strategy that could save you time later.