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Overview:

When customer requests to speak to CAO, attempt to identify the true nature of the call and warm transfer to appropriate area to resolve. If unable to identify reason for call, warm transfer to Executive Assistant, CAO’s Office.

Process/steps:

When customer requests to speak to CAO:
  1. Try to identify the nature of the inquiry (e.g., complaint re: missed garbage pickup; speak at council; to apply for a position, etc.).
  2. Attempt to warm transfer to area that can resolve the inquiry (e.g. Works – Waste; Legislative Services; Human Resources).
  3. If customer still wishes to speak to CAO, warm transfer to Executive Assistant, CAO’s Office extension 3001.
  4. Provide warm transfer including customer’s name and reason for calling.
  5. Advise customer that email is also available cao@durham.ca.

Hyperlinks:

Office of the CAO - Region of Durham - durham.ca > Regional Government > Departments > Office of the CAO

Escalation:

If you still need support, please reach out to:
Greg Roy, Supervisor, Service Durham at extension 3879

Business Unit:

CAO’s Office

Subject Matter Expert:

Tina Lee
Keywords: Chief Administrative Office, CAO, Elaine Baxter-Trahair, CAO’s Office, Office of the CAO, complaint, Garry Cubitt, request to speak with CAO
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