Parishes can now enjoy a smoother and more efficient calling experience, as a result of the recent transition to a Voice over Internet Protocol (VOIP) telephone system at Hillside House. The change enables Diocesan Support Services (DSS) staff to take calls, both in the office and when working from home. This significant upgrade should provide improved communication and accessibility for all callers to the office.
The new system provides an automated call-routing feature that allows parishes to easily connect more swiftly with the department they need. When calling the main office number, there will be a menu of options offered:
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Safeguarding
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Finance
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Property
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Mission & Ministry
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Governance
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People & Recruitment
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Archdeacons Office, including Deliverance Ministry
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External Relations & Fundraising
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Anything Else
To determine which department to call, there is a section of the main website which can help identify what each department is responsible for: Staff Directory.
Alongside the new telephone system, we have introduced a Customer Relationship Management (CRM) platform, Donorfy. Widely used by many charities, it will enable us to join up the information we hold across the Diocesan Support Services.
This change has been carefully planned to help us build stronger connections with parishes and better understand their needs, whilst keeping up to date with the rules and regulations presented to us. We hope that it will reduce the administrative burden that parishes can face when having to wade through a full inbox.
Combined with the new phone system, these improvements to our infrastructure are designed to provide more responsive and effective support when you need it, without adding any extra complexity. This streamlined approach should enable both parishes and support staff to get through to the right person more quickly and efficiently.
The training for DSS staff to use the new systems is being carried out in phases, with priority users already enrolled on each system. All staff are expected to be fully trained on the telephone system by the end of the month, with continued training for our new CRM being rolled out throughout the first half of 2025. Additional menu options will be added to the telephone system in the coming weeks as more staff are trained.
Additionally, external callers can now connect directly with staff working either remotely or on-site, eliminating the need for intermediaries to take and forward messages. As part of this change, staff members will have direct dial numbers, and team-specific lines will be published shortly. These will be listed on our website staff directory, as they become available. Personal voicemail boxes should further enhance accessibility, ensuring callers can leave a message with the right person without delay.
As team-specific lines are introduced, we are now able to offer a specific Crisis Communications group line, for out of office hours contact. The line will be manned on an on-call team rota for weekend and evening support. More information to come on this in the coming weeks.
If you experience any issues with the new system, or would like to share feedback, please email michelle.butler@bristoldiocese.org or call her on 0117 454 3963.