When you call during opening hours, you will hear:

If the lines are busy you will hear: 

If you choose to leave a message then you will hear:

When you connect to one of our team, we will always start the call with the words: 

“Hello, AsIAm Information Line this is *insert name* speaking. Before we get started, may I confirm that you are 18 years or older?” 

When you confirm, you are 18 or older, our next question will be: 

“What have you called to speak about today? 

We are now ready to listen to you explain the reason you have called. 

We will check with you that we have understood your matter correctly. We might need to ask questions to understand further. You can choose whether to answer these questions or not.  

Then 

We will explain information on the matter you have called about. You can ask us questions. If you are unsure when to ask questions, do not worry. We will check do you have questions.  

We might say we need to speak with the team about your matter and then call you back. You can say yes or no to this.  

We will tell you we are coming to the end of the call. We will summarise what we discussed, and tell you what we will do.  

We will check if we can keep your name, phone number and email address securely on file, so that if you call again, we can access the notes, and so that we can email you a brief summary of what was discussed. You can say yes or no.