E-mails 2002 M. Gilsenan

NYC 9/11 Public Portal Document

C:\Documeiits and Settings\MkhaeIGi\Local Settings\Temporary Internet FiIes\OLK5\WTC_hotline_script.wpd March 17,2003 (4:50pm)

DRAFT HOTLINE SCRIPT

Note: This script covers the questions we need to ask of callers. Answers are entered into the Hotline Database via the Questionnaire Form (Q-Page) on EPA’s World Trade Center Web site at www/epa.gov/wtc/q-page . The notation DBE after a question means that a database entry is called for. Questions with asterisks must be answered if services are requested. Date and time will automatically be generated when the completed form is submitted.

If callers have questions which are not answered (by notes following questions) in this script, refer to the indexed file of Frequently Asked Questions (FAQs button on the left side of the Q-page) to see if the question is answered there. The FAQs page includes an electronic response form to be used to submit questions which are not answered by the FAQs.

Inbound Opening

“Thank you for calling EPA’s (insert cleanup name) Hotline. Is this your first call to the hotline?” Ifthe answer is “Yes, ’’proceed with questions below. If the answer is “No, ’’ click on the “Followup ’’ button on the left side of this form.

“As you may have heard, EPA is offering dust cleanup information and assistance to residents of lower Manhattan. I will need to get some information from you and then I will try to answer any questions you may have. This interview will take approximately (need to time this) minutes. You may also get information and request assistance via our Web site. Do you want to continue by phone or go to our web site?” If caller wants to use the Web site: “Our Web site is w-w-w dot e-p-a dot g-o-v forward slash w-t-c. Simply follow the instructions under (insert cleanup name).” If caller wants to answer by telephone, continue with questions below.

(l)“Let’s get started. What is your first name?” (DBE)

(2)“Your middle initial?” (DBE)

(3)“And your last name?” (DBE)

(4)“What is your street address?” (DBE)

(5)“Your residence or suite number?” (DBE)

NYC-WTC_000162286