GOTV Customer Care: Supporting Voters and Volunteers

GOTV Customer Care

GOTV customer care helps ensure that voters, volunteers, and partners have reliable, respectful support throughout the voting season. This includes answering questions, addressing problems, and guiding people to accurate information, while protecting privacy and ensuring accessibility.

What GOTV Customer Care Covers

• Channels: hotlines, SMS/text, chat, email, in-person help desks.
• Hours and coverage: evenings and weekends during peak periods; 24/7 in some regions.
• Common inquiries: registration rules, polling place locations, ID requirements, accessibility accommodations, ballot drop-off, and volunteer roles.
• Support for volunteers and partners: training materials, escalation paths, and feedback loops.
• Data privacy: minimal data collection, secure handling, and clear consent.

Why It Matters

• Builds trust and reduces confusion during elections.
• Improves voter experience and participation.
• Supports volunteers with consistent information.

How Teams Handle Inquiries

• Standard operating procedures and scripts to ensure consistency.
• Multilingual support and interpreter services where needed.
• Accessibility options: large print, screen-reader friendly content, captioned media.
• Escalation: from frontline agents to subject-matter experts or partners.

How to Get Help

• For voters: call or text the official GOTV hotline, visit the website’s help page, or ask a trusted community organization.
• For volunteers and partners: use the internal help desk or contact point listed in onboarding materials.
• When in doubt: verify information with trusted, official sources before sharing.

Best Practices for Organizations

• Privacy by design: minimize data collection and secure storage.
• Clear consent and opt-out options.
• Regular training on communications, bias, and accessibility.
• Feedback loops: survey responders and use feedback to improve services.
• Transparency: share who is operating the service and where data goes.

Privacy, Consent, and Accessibility

• Explain data use clearly and obtain consent where required.
• Implement accessible formats and channels (screen reader friendly, captioned videos, plain language).
• Respect requests to limit or delete data where applicable.
• Comply with local regulations and organizational policies.