What should an Access Agent do if they are unsure about a policy?

When an Access Agent is uncertain about a policy, consulting a supervisor or referring to official policy documents for clarification is the most appropriate action. This approach ensures that the agent receives accurate, up-to-date information directly from authoritative sources. Policies can be complex and nuanced, and relying on established guidelines or seeking expert advice helps maintain compliance with legal and organizational standards.

By prioritizing consultation over guessing or seeking opinions from clients, the Access Agent minimizes the risk of misinformation or errors that could negatively impact clients or the agency's operations. This practice also fosters a culture of accountability and accuracy within the organization. Engaging with supervisors or official resources allows Access Agents to clarify doubts, ensuring they act in the best interest of all parties involved.