The 'models for management' format identifies the policy directive by internal number, by effective date, and by subject. Reference, distribution, and special instructions blocks are also included. A specific date for the reevaluation of the policy is established. The purpose of the policy is made clear, and the critical role of the initial complaint taker is discussed. The policy is articulated and procedures are outlined for screening calls, for handling calls reporting emergencies, and for responding to life-threatening emergencies. Specific instructions are given to the complaint taker for telephone demeanor, for prompt answering of all calls, and for asking relevant questions to obtain necessary information (who, what, where, when, how, and why).