Dear all,

Every now and then, a phone call relating to fundraising, our lottery or gifts in Wills, will come into our charity, either direct to one of our hospices or to another line that isn’t to our Fundraising Department. We want to make sure that you feel equipped to help people who ring in with fundraising related questions.

Wherever possible, please transfer the live call to us, so we can help and support the person straight away.  Here’s the details:

For Fundraising transfer to ext: 801. If you can’t transfer, please give the caller our number: 01726 66868 (option 3 when they hear the menu). Please reassure the caller that it is a five figure number as this is now unusual.

For Lottery transfer to ext: 809. If you can’t transfer, please give the caller our number: 01726 66868 (option 4 when they hear the menu).

For Gifts in Wills transfer to ext: 818. If you can’t transfer, please give the caller our number: 01726 66868 (option 2 when they hear the menu).

*The above extensions work on all BT Cloudvoice digital phones and those with the Webex mobile app on their work or personal mobiles.

In all the options above, the phones will auto forward to every colleague in the Fundraising Department after 15 seconds, so we can guarantee that we will answer between our core business hours of 8:30AM – 4:30PM Monday to Friday.

For urgent incidents that require immediate attention out of hours, please direct all queries to me on 07702 449656. For out of hours calls that aren’t urgent, the above transfers callers to a single voicemail service that will be actioned the next working day.

For email queries, please forward anything related to Fundraising, Lottery or Gifts in Wills to fundraising@cornwallhospice.co.uk  This mailbox is guaranteed to be monitored within core business hours and the best route for us to direct any query to the right person to action.

Thank you all and if you have any questions please don’t hesitate to come back to me or any of the fundraising team.

Best wishes,

Oli
Head of Fundraising