9.1.3 Telecommunications

The public's ability to reach NHRI easily is critical. Telephone service should be available for the entire business day, and all key staff should be connected to an internal telephone. Intake staff who receive complaints, in quasi-jurisdictional NHRIs, should be assigned a distinct internal line.

Service standards should be in place to inform the public of wait times and when calls will be returned if there is an automated attendant. Regular or routine calls should be returned by the latest on the next business day. If the NHRI provides hotlines or other emergency contact information and referral services, these should be staffed around the clock or at least have an automated attendant and an emergency referral number.

Annex 3: Telecommunications Assessment Checklist

Gaps and deficiencies in any area need to be addressed at this stage.