Attachment N- JRFC Non-response Call Instructions

Juvenile Residential Facility Census
Non-Response Call Instructions
2015

Table of Contents

1.1 General Information…………………………page 1
1.2 Summary of NRFU Module………………….page 2
1.3 Central Reporter..……………………………page 3
1.4 Action Details…………………………………page 4
1.5 Making a Call…………………………………page 6
1.6 Example of a Script…………………………..page 7

1.1 General Information
Contact Information
Sabrina Webb, Project Manager
Phone: 301-763-4782
Email: Sabrina.Webb@census.gov
Survey Email: govs.jrfc@census.gov
Questionniares NPC will be requesting
CJ-15
Schedule of Operations
Week of 4/27/15 – Begin 1st round of calls
Week of 5/4/15– Begin 2nd round of calls
Material that will be provided to NPC
1) Blank PDF of CJ-15
2) Username and passwords for Web Submission
Methods of Return
•
•

Fax to NPC (NPC Fax Number: 1-888-262-3974)
Web ( https://respond.census.gov/jrfc )

Call Guidelines
•
•

Acceptable calling times are Monday through Friday 8:00am to 8:00pm EST or 11:00am to
5:00pm PST.
If you get a busy signal or there is no voicemail, call back at a different time, but do not attempt
more than three (3) times in the same day.

Where to get the Non-Response Listing:
Non-response listing is now provided on LIGER in the ‘Non-Response Follow-up Module’ (NRFU).
Details and instructions on use are included below.

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1.2 Summary of NRFU Module
**In order to get to this page click the “Follow-Up” phone button at the top left hand side of the screen.

The NRFU Module consists of 5 main parts that are on one single page for your convenience.
1.

2.

3.
4.

5.

‘My NRFU Queue’: list the facilities that you are responsible for calling. This section contains
the facility ID, agency name, title, previous years juvenile population, phone number and followup date.
a. If there is an arrow to the left of the facility ID, this indicates a Central Reporter
respondent. If you click the arrow it will then display the facilities associated with that
particular Central Reporter (these facilities are detailed in section 1.3 below).
b. The ‘Apply Date’ box (which is highlighted) is used to filter by date. Default is set to
unchecked; checking the box will return all available non-response facilities (this is
useful if you want to view all the facilities that you have given an extension to). Only
check the box in order to view all facilities, do not add any actions while the ‘apply
date’ box is checked.
‘Select NRFU Action’: This section contains the NRFU drop down menu, which you will be
using to add specific actions. Make sure to click ‘add action’ after selecting an action (specific
actions are detailed in section 1.4 below).
‘Unit Info’: This section contains the specific unit information, which you are able to update.
‘Follow-up Note’: This is the follow-up notes section that lists the action specified, date action
created, follow-up date, user and any comments.
a. Once you have clicked ‘Add action’ (from box 2) you will be able to add comments.
‘SAVE’: This is highlighted to emphasis that you must click the SAVE button in order for any of
your updates to take place. If you do not click SAVE updates will not be recorded.

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1.3 Central Reporters

•

As mentioned previously, an arrow next to a facility indicates a Central Reporter respondent. The
default facility displayed is the parent facility; once you click on the parent facility, it will display
all of the child facilities.
o For this non-response follow-up, you will only contact the parent facility, but you will
request that they complete individual surveys for each child facility.
o If you speak to a parent facility and they request you contact the child facility directly just
select action “refer to analyst” and detail in the comments section.

•

In order to verify the correct contact information is displayed, right click the parent facility and
select ‘Show Contact Info’.

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1.4 Action Details

You will select your specific action from the NRFU Action drop down menu. You can add as many
action items to a specific facility as you like. Each action is detailed below:
Called – Left Message: Select this action if you left a voicemail for respondent. Only leave voicemail if
you know you have reached the right person and/or the correct location. If possible, specify in comments
section the person you left voicemail for.
Extension – 2 weeks: If in the specified period the survey has not been received then you will call them
again. Please specify the reason for extension in the comments section. Various reasons for an
extension are listed below:
-

Respondent claimed they already completed survey online.
Respondent claimed they already emailed survey.
Respondent claimed they already mailed survey.
Respondent cannot speak to you at this time.
Respondent has told you they will submit the form via mail.
There may also be instances where a unit will request a time extension, or tell you that they
cannot submit their form until a certain time after closeout. When that occurs, ask the
respondents if they have an idea of when they will submit the survey and record the date they
plan to submit in the comment section.

Provided Web Information: Some respondents may ask you for the url and survey key so that they can
complete the survey online. Select this action if you provided respondent with their log in information to
complete the survey online.
Refer to Analyst: Select this action under the following circumstances and specify reason in comments
section (reasons include but are not limited to the following):
-

No number listed.
Parent facility requests you contact child facility.
Wrong number dialed or reached.
If you reached an incorrect location.
The respondent has numerous questions.
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-

If the respondent wants to complete the questionnaire over the phone.
If the respondent has attempted to complete the survey online but is having difficulty.
If there is a language issue.
If a special skill is needed.
If a privacy screening service is reached.
If you experience an immediate hang-up.
Bad telephone connection.

Refusal: Select this when the respondent is refusing to complete the survey. In the comments section
you can specify who exactly refused (if it was someone other than the respondent) and the reason for the
refusal.
Requested Survey Questionnaire: Select this action if the respondent requested a copy of the survey
questionnaire. Please specify in comment section if respondent wants survey questionnaire emailed or
faxed.
Respondent Submit - Email: Select this action if the respondent has told you they will submit the form
via email. Please have respondent email survey to govs.JRFC@census.gov
Respondent Submit - Fax: Select this action if the respondent has told you they will submit the form via
fax. Please have respondent fax survey to 1-888-262-3974.
Updated Unit Info: Select this action if you updated any unit information.

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1.5 Making a Call

1. Click on facility you wish to call.
2. Dial the phone number provided in the phone number column (if no number provided select
action “refer to analyst”).
o Refer to call script below for examples on speaking with respondents.
3. Once call complete select specific action from drop down menu.
4. Add action
o Update unit information if needed.
5. Write any comments if needed.
6. Click save.

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1.6 Example of a Script
When speaking to the respondent or respondent’s voicemail:
FOR SINGLE UNIT NON-RESPONSE
Introduction and Purpose of Call: “Hello my name is … (your name)… and I’m calling from the U.S.
Census Bureau. I’m calling with regards to the Juvenile Residential Facility Census, which was mailed to
you in mid October and was due back on November 28, 2014. As of today, our records show that we
have not received the questionnaire from you.
FOR MULTIUNIT NON-RESPONSE
Introduction and Purpose of Call: “Hello my name is … (your name)… and I’m calling from the U.S.
Census Bureau. I’m calling with regards to the Juvenile Residential Facility Census, which was mailed to
you in mid October and was due back on November 28, 2014. As of today, our records show that we
have not received the questionnaire from one or more of your facilities.”
If leaving a message: “Please give us a call on (your number) and let us know when you’ll be able to
submit the questionnaire to us”. If we don’t hear from you then we’ll call back in a few days. If you’ve
already submitted please disregard this message.”
If speaking to respondent: “Do you know when you’ll be submitting the questionnaire to us?”
If they provide a date: “Ok, I have that documented and we’ll look for our questionnaire then.
Thank you and have a wonderful day.”
If they cannot provide a date: “Ok ma’am/sir this was just a reminder call. If we have not
received your questionnaire in a couple of weeks we’ll be calling back. Thank you and have a
wonderful day.”
If they say they’ve already submitted: “Thank you for your submission and we apologize for
the burden. Do you remember when you submitted? And how did you submit (fax, web, mail)?
Ok, we will verify this information and get back with you if we have any follow up questions.
Thank you and have a wonderful day.”
If they need another questionnaire: “Sure, we will send one right over. Is it best to fax you or
email you?” [verify the fax number/email address] “Thank you, I will be sending it in a few
minutes. Please let me know if we can assist with anything else. Have a wonderful day.” [ Prior
to sending the questionnaire, place the 21 digit facility ID and Facility Name on front cover of
blank questionnaire using the label maker. If being sent via email, Scan the PDF with ID and
facility name. before sending it to the respondent.]
If they need their User ID and Password to complete the questionnaire via the Web: Provide
the user with their user ID, which is the facility’s 21 digit ID. Instruct the user that passwords are
case sensitive.

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If speaking to someone who is not the respondent or cannot forward you to the respondent
(or the respondent’s voicemail): “Is there a good time to call back (state the respondent’s
name)?”
If yes: “Ok, thank you I will call back at that time”
If the respondent is no longer there: “Ok, do you know who has replaced them, or who may
have received the survey package when it was mailed out in mid October?” [When they give you
the name] “May I speak with that person?”
If the respondent is no longer there and the person on the phone can’t give you any
information: “Ok, thank you for your time, someone will be calling your office later to follow
up. Have a wonderful day.” [Refer to analyst]
If the respondent says they want to complete the survey over the phone: Get a date and time
that would be convenient to call them back and inform the respondent that someone will call them
back to complete the form over the phone. [Refer to analyst].

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