This memo documents the Census Questionnaire Assistance (CQA) phone numbers available to the public starting March 1, 2020 for assistance during the 2020 Census. These are being provided at the behest of partners so they can begin developing printed materials.

The following table represents the dedicated toll-free numbers for each language CQA will support.

• Prior to March 1, 2020, the CQA toll-free numbers are not available for public use. Attempts to call CQA prior to March 1, 2020 are not recommended, as they will interfere with testing efforts.
• Beginning March 1, 2020, the English and Spanish language lines will be available to provide general information about the 2020 Census, including answers to frequently asked questions (FAQs), via an automated Interactive Voice Response (IVR) system. Callers to these lines will also be advised to call back starting March 9, 2020 to speak with a live customer service representative (CSR). Callers to all other language lines will hear the message to call back starting March 9, 2020, to speak with a live CSR.
• Beginning March 9, 2020, all lines will begin live CSR support providing information about the 2020 Census and assistance with the questionnaire.
  • Callers to the English and Spanish language lines will be routed through the IVR system prior to being transferred to a CSR.
  • Callers to all other language lines will be greeted in that language by a CSR.

The CQA IVR and live CSR support on all language lines will end on July 31, 2020.

The chart in Attachment 1 shows how the CQA phone numbers will be incorporated into paid advertising during the Motivation and Reminder Phases of the 2020 Integrated Communications Contract (ICC).