AFNS Hotline Procedures

The following procedures should be used when a Hotline call is made.

· Any problems that arise in the agency should be referred to the system administrator or the system administrator backup who are the point of contact for the Hotline.

· If the system administrator/backup cannot solve the problem, then the system administrator/backup should call or e-mail the AFNS Hotline. The AFNS staff will only accept request from the system administrator or their backup.

· Problems that require assistance from the AFNS staff can be requested by phone (242-2686) or email (HOTLINE.AFNS@COMPTROLLER.ALABAMA.GOV).

· When a request for services is made to the AFNS Hotline, the AFNS employee assigned to the Hotline will take down a description of the problem. If a solution is not readily available, the system administrator/backup will be kept informed of the status of the problem.

· If the Hotline number is busy, the call will roll to Voice Mail. Leave your name, phone number, and a description of the problem. By stating the problem, the AFNS employee can work on the solution before returning the call.

· Each agency should keep documentation on each problem for future references.

· DO NOT call an AFNS staff member directly unless requested to do so.