FDA Seeks to Standardize CDER's Telephone Availability
Posted 29 March 2012 | By
A new manual of policies and procedures (MAPP) released by the US Food and Drug Administration's (FDA) Office of Management (OoM) dictates how the Center for Drug Evaluation and Research (CDER) must maintain adequate and consistent phone coverage to allow regulatory professionals and the public to reach the agency during normal business hours.
"As Federal employees and public servants, CDER employees must be responsive to the needs of the public," writes OoM. "The public's first line of contact with CDER is often a telephone call. All callers to Office and Division main lines expect to be able to speak with an individual during normal business hours."
Starting 28 March, CDER must maintain coverage for all main phone lines between 8:00 AM through 4:30 PM local time, with coverage until 5:0 PM recommended. During all-staff meetings or other events requiring staff attendance, phone lines must be forwarded such that contact is maintained.
The MAPP also elaborates on standards of etiquette and other good practices, including appropriate and informative voicemails and proper answering etiquette.
FDA MAPP - Telephone Coverage and Responsiveness