Collector - December 2017 - 32

coordinated rescue efforts to help people in
the places that were struggling."
Ultimately, Universal Fidelity suspended
outbound consumer communication in
Texas from Aug. 25 to Sept. 11-18 days-
and it took almost a week for the company to
receive incoming mail.
Once the weather event passes, you'll
need to pinpoint which areas have been
affected. The news media, as well as reports
from government officials, FEMA and
clients in the area, can help you gauge
what's happening.
"Sometimes determining which areas
to suspend outbound calls into is the
easier task," Schultz said. "Deciding when
to resume calling into these areas often
presents more of a challenge, depending on
the severity of the disaster. Among other

items, we suggest you monitor for power
and package delivery resumptions, school
and chain store re-openings, casualty and
damage claim estimates and evacuations still
in place before resuming your calls."
Kelley said it took him a few days to get
his arms around the conditions in Florida
after Irma. "We knew everything in the
state would be impacted," he said, "but
once we got back in the office, we had to
reformulate our strategy in light of what
had actually happened."
The company suspended all outbound
calls and letters, and set a deadline to
re-evaluate its plan at the end of the week.
Collectors did continue to take inbound
calls.
"We thought it would be extremely quiet
that week, but inbound traffic was higher

than we anticipated," Kelley said, speculating
that perhaps some people in less-affected
areas had more time on their hands to follow
up with communications the agency had
sent before the storm hit.
When Gulf Coast Collection Bureau
resumed its outbound calling campaign
post-Irma, Brown said he took a tiered
communication approach. First, he
green-lit calls to areas not directly affected
by either Harvey or Irma and blocked
communication to areas hardest-hit by
the storms. Next, he launched limited call
campaigns for consumers on the outskirts
of those affected areas.
"If we reach consumers in those outskirts
areas and they tell us that they were hit
and they are dealing with issues, we have
a message that pops up in our system that

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32

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Table of Contents for the Digital Edition of Collector - December 2017

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Stronger Together
Taking a Layered Approach
Lines of Communication
Calendar
Honor Roll
Collective Intelligence
CFPB Issues Final Rule for Small Dollar Lending Market
Ask the Experts: Training Advice
Court Rules Voicemail is a “Communication" and Disclosing Name of Collection Agency Provides “Meaningful Disclosure” Under FDCPA
Compliance
ACA SearchPoint
Last Word
Collector - December 2017 - Cover1
Collector - December 2017 - Cover2
Collector - December 2017 - 1
Collector - December 2017 - 2
Collector - December 2017 - President’s Page
Collector - December 2017 - Industry News
Collector - December 2017 - 5
Collector - December 2017 - 6
Collector - December 2017 - 7
Collector - December 2017 - Best Practices
Collector - December 2017 - 9
Collector - December 2017 - FYI
Collector - December 2017 - 11
Collector - December 2017 - Collection Tips
Collector - December 2017 - 13
Collector - December 2017 - Stronger Together
Collector - December 2017 - 15
Collector - December 2017 - 16
Collector - December 2017 - 17
Collector - December 2017 - 18
Collector - December 2017 - 19
Collector - December 2017 - Taking a Layered Approach
Collector - December 2017 - 21
Collector - December 2017 - 22
Collector - December 2017 - 23
Collector - December 2017 - 24
Collector - December 2017 - 25
Collector - December 2017 - Lines of Communication
Collector - December 2017 - 27
Collector - December 2017 - 28
Collector - December 2017 - 29
Collector - December 2017 - 30
Collector - December 2017 - 31
Collector - December 2017 - 32
Collector - December 2017 - 33
Collector - December 2017 - Calendar
Collector - December 2017 - Honor Roll
Collector - December 2017 - Collective Intelligence
Collector - December 2017 - 37
Collector - December 2017 - CFPB Issues Final Rule for Small Dollar Lending Market
Collector - December 2017 - 39
Collector - December 2017 - Ask the Experts: Training Advice
Collector - December 2017 - 41
Collector - December 2017 - Court Rules Voicemail is a “Communication" and Disclosing Name of Collection Agency Provides “Meaningful Disclosure” Under FDCPA
Collector - December 2017 - 43
Collector - December 2017 - Compliance
Collector - December 2017 - 45
Collector - December 2017 - ACA SearchPoint
Collector - December 2017 - 47
Collector - December 2017 - Last Word
Collector - December 2017 - Cover3
Collector - December 2017 - Cover4
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