Communications & Templates

We know that timely and trusted information is critical to your customers during this time, so we've collected recommended talking points for you to use in your own communications and website. Please note that you should tailor this content to your institution and situation.

Additionally, your communications should extend to customer service teams, social channels, customer-facing staff, and more.

Build a COVID-19 landing page

Incorporate emails and social media channels


FAQ templates

Build a COVID-19 landing page

Make your COVID-19 page a prominent part of our web presence, keep it up-to-date, and ensure your employees and other communications channels direct traffic back to it for the latest information.

Incorporate emails and social media channels

Your members will have questions and will communicate with you through a number of different channels. To ensure your messaging reaches them, task your team with sharing updates and responding to questions on them.

Again, direct traffic back to your COVID-19 page for more information.


Your communications should convey the importance of the situation as well as critical information your customers may need moving forward. When doing so, remember these key thoughts:

  1. Provide accurate and timely information – our COVID-19 resource center and the FAQ templates linked below are great resources to get you started.
  2. Be proactive in our communications – don't make your customers hunt for information.
  3. Limit your information to that which is most important and relevant.
  4. Reassure your customers that you're on top of the situation and that you are there to help.
  5. Be ready to update your information as the situation with COVID-19 and stimulus payments change.
In your communications, here are a few high-level points you may want to consider including. Be sure to tailor these to your institution and situation.

People need access to money quickly and safely more than ever right now.

  • With the government beginning to distribute economic impact payments this month, we're committed to helping our customers understand how to access their payment quickly and safely.
  • Paper checks may take weeks to arrive, and we know people need access to this money quickly. Plus, depositing a paper check may require consumers to leave the convenience and safety of their own homes.
  • We've provided several resources to show our customers how easy it is to access their money faster via direct deposit and to help guide them through the process.

Scammers are trying to exploit the COVID-19 crisis to steal money or personal information.

  • We've compiled a quick list of activity for consumers to watch out for:
    • Be on alert for anyone who:
      • Asks you to sign over their economic impact payment check to them.
      • Asks by phone, email, text or social media for verification of personal and/or banking information saying that the information is needed to receive or speed up your economic impact payment.
      • Suggests you can get a tax refund or economic impact payment faster by working on your behalf. This scam could be conducted by social media or even in person.
    • Consumers can find these tips and more information on fraud and scam protection here: [LINK TO YOUR RESOURCE PAGE]

The safety and health of our employees and customers are at the center of everything we are doing.

  • With no action, some of the most vulnerable populations may receive a paper check. A paper check should be the payment of last resort. Not only is there physical contact involved in accessing your money by cashing a physical check, but you also may need to wait weeks to receive the check. Plus, it’s more convenient to access your payment digitally, from the safety of your own home.
  • We’re providing resources to help people who do receive a paper check and need to access their money digitally, such as online banking, mobile banking and remote deposit.


FAQ Templates

Here are sample FAQs, internal to your institution employees and external to your customers and the public. Please be sure to edit these to your institution and situation. The files below are provided in Word format. 
Sample FAQs for Institution Staff
(Microsoft Word Document)
Sample Stimulus Payment FAQs for Websites
(Microsoft Word Document)