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
E-mail: kandil.shereen@epa.gov