How To Take Calls From Home
Confidentiality Agreement
For each drive, all volunteers are required to read and sign this confidentiality agreement.
By handling donor calls, you agree to keep all shared information private.
Call Forwarding Phone Setup
Step1: When you sign up for your phone volunteer shift, select that you'll be taking calls from home and make sure to enter your phone number. Your number will then be loaded into our forwarding service Grasshopper before your shift.
Step 2: Save KGNU Community Radio's number (303-449-4885) in your contacts so your phone recognizes it.
Step 3: Make sure your phone isn’t in “Do Not Disturb” mode, and isn’t set to go straight to voicemail before you begin your phone shift.
Some phones also have a Call Screening function. You may need to set that to Basic screening, or turn it off altogether.
How It Works:
Call Forwarding: Donors that call the station at (303) 449-4885 are forwarded via Grasshopper to your personal phone. If you answer the call and the line is quiet, it means that another volunteer answered it first.
Call Waiting: If you're on a call and another KGNU call comes in, don’t decline the call; let it ring so another volunteer can answer.
Computer Setup
Browser Mode: Always open your browser in Private/Incognito Mode to prevent donor information from staying populated in your forms.
Google Chrome: To open a private "Incognito" browser window in Google Chrome, open the browser:
1. Click the three dots in the top right corner, and select "New Incognito window"
2. You can also use the keyboard shortcut: Ctrl + Shift + N on Windows or Command + Shift + N on Mac
3. Here’s a video tutorial on how to do this: Video Tutorial
Firefox: To open a private browsing window (equivalent to "incognito" in other browsers) in Firefox:
1. Click the menu icon in the top right corner, and select "New Private Window" from the dropdown menu
2. You can also use the keyboard shortcut Ctrl + Shift + P on Windows or Command + Shift + P on Mac
3. Here’s a video tutorial on how to do this: Video Tutorial
Safari: To open a private browsing window in Safari:
1. Open the Safari app, then go to File > New Private Window
2. You can also use the keyboard shortcut Command + Shift + N on a Mac
3. Here’s a video tutorial on how to to do this: Video Tutorial
Important! Always use a private browser for taking donations. Skipping this step can jumble your data, linking every subsequent donation in all the wrong ways and causing a total logistics nightmare. Stick to the plan for smooth sailing! For additional questions about browser configuration please contact evan@kgnu.org or george@kgnu.org.
Slack Access
What is Slack?
Slack is a messaging tool used by KGNU DJs, staff and volunteers, that organizes conversations into channels. It allows direct messaging, file sharing, and integrates with other apps, keeping all shared work and chats in one place.
Slack Quick Links:
How to Get Started:
Step 1: Click the KGNU Fund Drive Invitation Link here
Step 2: Log In! If you already have an account, simply log in at kgnu-fund-drive.slack.com or create an account using your personal email
Slack is your go-to spot if you're stuck taking donations—it's the fastest way to connect with Staff, On-Air DJs, Shift Captains, and Producers.
Here’s What You Need to Know:
Contacting Staff: Staff members handle all the captaining and producing work for this drive. Please DO NOT contact the DJ/Host if you haven't heard your person thanked—they will get to it!
Settings: You might want to turn notifications off by clicking the channel name and selecting “Notifications Off” or by setting “Do Not Disturb” hours. For more details, see How to Configure Notifications and learn How to Switch Between Workspaces.
Need More Help? Click the Slack “Help” question mark icon in the app, visit the Slack Help Center, or reach out to evan@kgnu.org or george@kgnu.org for support!
Taking Donations
Essential Browser Tabs: Make sure to have these tabs open in a private or incognito browser for quick reference when speaking with callers making donations:
Password: Ask a staff member in the Fund Drive Slack channel.
SOLR Thank-You Gift Claim Page
KGNU Fund Drive Slack (accessible via browser or the desktop/mobile app)
Show Slides for information about thank-you gifts, to follow along with the show's progress, etc. (note that these pages need to be periodically refreshed/reloaded manually)
Types of Contributions:
One-time Contributions: These are one-off donations made just once. To qualify for membership, one-time contributions usually start at $60, though donors can contribute any amount.
New SOLR (Sustainer of Local Radio) Contributions: These are monthly contributions that will be automatically deducted on the same day each month as the original donation.
Existing SOLR Upgrades: These allow existing SOLR members to increase their monthly contributions for enhanced support.
Before Entering Donor Information:
Confirm Payment Method: Before you begin, ask the donor how they'll be paying—card, EFT, or if they’re going to mail-in a check. Confirming this first is crucial because switching forms mid-entry will clear all your data.
For Card Payments (PCI Compliance):
Required Information:
- Name on the card (verify middle initials if necessary)
- Billing street address
- Zip code
- CCV (3-digit security code)
Helpful Tips:
- Always keep your donor on the phone until you receive confirmation from the website.
- If a card payment declines, ask the donor to confirm their payment details with you again.
- If the payment declines a second time, immediately reach out via Slack to staff or producers on site, making sure to include the donor’s name, email, and phone number so the donation isn’t lost.
Thank-You Gifts
Access the list of Thank-You Gifts here: KGNU Thank You Gifts
Existing SOLR Member Thank-You Gifts here: SOLR Thank-you Gift Claim Page
Donor Comments
Try to record donor comments exactly as stated. If anything is unclear, please ask for clarification.
Points of Contact
Remember that Slack is the quickest way to get the help you need!
For other pressing issues, questions or concerns:
Evan Perkins evan@kgnu.org
George Figgs george@kgnu.org
Membership Department membership@kgnu.org
Music Department music@kgnu.org
News Department jackie@kgnu.org
Management Department tim@kgnu.org
