Questions and Answers
Q. What is the AICCCA National Locator Line?
A. The AICCCA toll free numbers are: 866-703-8787 and 800-450-1794. These are published in media and on both the AICCCA website and the AICCCA consumer website for consumers to call a participating AICCCA member. Individual referring organizations may be assigned a separate, unpublished toll-free number that they will use exclusively. All AICCCA numbers are distributed identically for all participating members; that is, participation in one number includes participation in all numbers.
Q. How does the AICCCA National Locator Line work?
A. The AICCCA National Locator Line utilizes Peregrin's Consumer ChoiceTM options. This means each caller to one of the AICCCA toll-free numbers is presented with an option to choose an agency by hearing them describe themselves, or to have an agency selected automatically. If the caller chooses to hear agencies, available agencies are randomly selected and presented three at a time. The caller can choose whichever they want and be connected immediately. If the caller chooses to have an agency selected for them, the next available agency, selected randomly, will be given the call, until all agencies in that day/time/location selection have received the same number of calls.
Q. What is the annual cost to enroll?
A. There is no annual cost. Your organization will receive calls from all AICCCA numbers in the State(s) of your choice during whatever hours you specify. It is recommended you select only the hours your phones are staffed to ensure optimal service for your callers.
Q. How do I enroll my agency?
A. Once you join AICCCA, you will be contacted by Peregrin with instructions for joining, which will include providing contact information, hours of operation, etc. For more information, contact Peregrin at 1-800-231-2493.
Q. How are calls shared in the pool of participating agencies?
A. Calls will be distributed equally per day part (time of day and/or day of week) in the area of coverage that the caller is calling from. If your designated number is busy or not answered within 4 rings, the call will be sent to a backup provider and you will be up for the next call. You can also enroll in a Peregrin service to be notified if your phone lines become unexpectedly busy or unreachable, resulting in a larger number of re-directed calls.
Q. How much will each call cost?
A. Calls for all AICCCA programs are currently billed at $15.00 per call, $8.00 of which goes to the AICCCA. Special programs may be priced differently. There are no credits issued nor any discounts applied. While you may choose which areas from which to receive calls, you must accept calls from all AICCCA programs or none at all.
Q. How will I be billed for these calls?
A. As part of the services provided for AICCCA, Peregrin will invoice your agency directly each month you incur call activity.
Q. Do I need to assign a special toll free number solely for these calls?
A. No. Although a toll-free number is required to participate, you may use your normal toll free number. However, you may find it helpful to assign a special number that rings on a specific line so you can immediately determine that the call is from the AICCCA National Locator Line. You may also use different toll-free numbers for different AICCCA programs for an additional fee.
Q. How do I handle call backs?
A. This is an important issue. Peregrin finds that "best practices" agencies provide each caller with a different inbound telephone number (toll-free or otherwise) after their initial contact with your agency. In addition to avoiding being charged for a second call through the Locator lines, you gain a much more accurate view of your actual number of new callers when you segregate your call traffic this way.
Q. Why do I need to include my business hours and days open in the enrollment form?
A. As an AICCCA member, you understand how important it is that callers are provided immediate service and access to counseling. By letting us know when your phones will not be staffed, we can route calls to agencies that are open, ensuring callers receive that immediate access. At any time you can request a special report from Peregrin Online that can help you decide whether the volume of calls justifies your extending your hours.
Q. Will calls be handled 24/7?
A. Yes. Any agency offering 24/7 may participate at 24/7. If you later expand your business hours to 24/7, you may update your operating hours when the next system update is scheduled.
Q. How will the AICCCA promote the number?
A. Locator numbers are published in media and on both the AICCCA website and the AICCCA consumer website. Please consult with your AICCCA Board of Trustees about additional campaigns and plans.
Q. If I choose NOT to participate at this time, may I enroll at a later date?
A. Yes, you may enroll later. Updates and changes to the distribution will be done monthly.
Q. May I change our telephone number or business hours at a later time if need be?
A. Yes, updates and changes to the system will be done monthly. If there is an emergency change, Peregrin can usually accommodate the request, in some cases requiring a nominal programming fee.
Q. What type of reporting will be available?
A. You have access to your call reports with up-to-the-minute updates and a wide variety of report options directly through your existing Peregrin Online account. Each agency has access to a unique password protected web site to view their monthly activity. These reports are currently available through Peregrin Online by choosing Reports - CMS - Reports from your Peregrin dashboard or homepage. For training, call Peregrin at 1-800-231-2493 or view the tutorials on the Peregrin website.
Q. Whom do I contact for questions on this program?
A. Peregrin is the administrator of the AICCCA National Locator Line program. Please direct all questions initially to them and they will be happy to put you in touch with an AICCCA representative if Peregrin cannot answer your question.
Please contact:
