Hold Procedures

The hold feature

When and How to Use it

When can I put a caller on hold?

• To look up a KM
• To find a webpage on VA.gov
• To finish case notes
• If you need to be silent for more than 10-20 seconds

Why is it helpful to place a caller on hold?

1. Make sure you are finding the correct resource or KM to assist the caller

2. Double check your case notes for spelling and grammar errors

3. Ensure that your case notes are complete and accurate before finishing the call

Step 1

Ask for the caller’s permission to place them on hold.

"Is it okay if I place you on a brief two minute hold?"

Step 2

Explain to the caller why you are placing them on hold.

"Is it okay if I place you on a brief hold to look up some more information?"

Step 3

Place the caller on hold for no more than two minutes.

Step 4

Finish your case notes, find information for the caller, etc.

Step 5

Return to the call. If needed, request additional time.

Finally

Don't forget to thank the caller for holding when you return!

If a caller does not want to be placed on hold.....

1. Read your case notes back to the caller verbatim and check for errors

2. Have the caller confirm all the information is complete and accurate

3. Save the case and provide the caller with the case number

Remember, don't be afraid to place A caller on hold when needed!

KM 5242 will tell you more about hold procdures

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