Public Participation Guide: Information Hotlines

Information hotlines are generally used for larger and more controversial projects. They provide information in two ways: 1) via live telephone access to project team staff members who can answer questions or provide additional information and assistance; and 2) via a telephone call-in number that provides pre-recorded project information. Stakeholders can also leave comments and questions on the call-in number and receive a return call from staff in a reasonable timeframe. Consider SMS/Text if the community you are working in is more likely to use.

Advantages

• Delivers accurate, consistent information over the telephone to those who wish or need to know about an issue or event
• Offers an inexpensive and simple device for simple messages, information and public input
• Provides a good service to the public by preventing people from “doing the run around” to access project information
• Serves as a link between the citizens and government
• Provides simple updates and announcements on project activities
• Describes ways the community can become involved
• Offers a report-in mechanism for volunteers who act as extra observers in reporting on events
• Enhance sponsor agency accessibility
• Can be an avenue for citizens to feel more involved in their community
• Serves as a tip or information line to find out about issues in the community

Challenges to Consider

• Must be broadly advertised to be successful
• Can be time consuming, unless staffing is carefully organized
• Any live contacts must have sufficient knowledge of the project to be able to answer questions quickly and accurately
• May prevent staff from performing other tasks when on hotline duty
• Presents a significant commitment to respond in a timely manner to comments and questions received

Principles for Successful Planning

• Set up an easy-to-remember phone number
• Put the phone number on all project information
• Set limited times when callers know the line will be staffed
• Set a performance standard so callers know how long they will have to wait for a response
• Determine the information to be recorded and timetable of updates
• Make clear processes and responsibilities for keeping the line up to date
• Include information that will answer the most commonly asked questions
• Set up a toll-free number for non-local callers
• Offer the option of being put through to a specific person for more details
• Appoint staff to answer questions
• Brief and train staff to ensure they can access all information, have contact details of who to ask for information on specific aspects of the project, and have a pleasant telephone manner, even with difficult callers
• Record calls/common complaints/concerns in a telephone journal for your records and input to the participation process
• Calls can be forwarded to allow staff to be on-call without having to be tied to a specific location

Resources Needed

Staffing

• Needed to set up and maintain recordings
• Needed to provide live support
• Multiple language support

Materials

• Dedicated phone number
• Comfortable workroom with desks, telephones, and computer access for recording contacts, tracking updated information, and contacting expert sources
• Polite, brief, up-to-date recorded message giving details of the project, proposal or issue, and inviting further enquiries

Planning Time

• Set up is relatively simple but requires commitment to long-term maintenance and staffing

Implementation Time

• Lines should be maintained throughout the life of the project

Group Size

• Unlimited

Cost

• Relatively low cost unless staffed on a continual basis

Most relevant participation levels:

• Can be used at all levels on the IAP2 spectrum.

Explore the full Public Participation Guide.

Contacts

Shereen Kandil
U.S. Environmental Protection Agency
Office of International and Tribal Affairs (2650R)
1200 Pennsylvania Ave., NW
Washington, DC 20460
E-mail: kandil.shereen@epa.gov