Hotline Accessibility Testing - Who is Answering Yours?

Are you using an anonymous hotline service? Do you administer this service in-house? How do you know if the provider, be it contract service or employees, are meeting your expectations?  Are they competent in the necessary language, cultures, and can they assist someone with a disability? Is the most important information accurately conveyed to your responsible parties? Let me share the solution I put in place.