This report offers guidance to Offices of Inspectors General (OIGs) on ways to enhance the efficiency of their complaint management process through improved Hotline operations. In order to best manage OIG resources and to fulfill organizational mission requirements, Hotline operators must be able to elicit information from complainants quickly and efficiently and, to the extent possible, assist in segregating legitimate complaints from those that are frivolous, malicious, repetitive, or otherwise unsuitable for further Inspector General action.