Helpline Reference Guide Quiz

What is the purpose of the initial greeting?

• To end the call

• To verify the caller's identity

• To start the conversation

• To transfer the call

A previous caseworker left a comment to ask the survivor some questions. How do you handle this call?

• Ask the questions and leave a contact

• Ask the questions - leave a comment for the Q&A - then leave a contact for end of call

• Ask the questions - leave a contact for the Q&A - then leave a comment for end of call

• Ask the questions - leave a comment/contact for the Q&A - then leave a contact/comment for end of call

How do you update a file?

• applicant inquiry

• applicant update

• Both inquiry/update

• Outside the file

A survivor has how many days from the decision letter to appeal?

• 60 days

• 59 days

• 60 day

• 90 days

If the applicant/co-applicant would like to authorize a third party to meet with the inspector on their behalf, a Written Consent letter or an [Blank] form MUST be on file prior to issuing an inspection.

• Authorization for the Release of Information Under the Privacy Act

• Authorization for the Withold of Information Under the Privacy Act

• Authorization of the Release of Information Under the Privacy Act

• Just a written consent

Can a third party verify a check?

• Yes

• No

• Depends

• Sure

Loss of food is NOT covered by FEMA. What should you do?

• Tell survivor to figure it out

• Go buy new Groceries

• Provide available referrals

• Create contact

What should you always check when accessing a file?

• communications, event history, assistance, and general info

• communications, event history and assistance

• All tabs

• Only the tabs they are inquiring about

Always verify

• Preferred language and current location

• Preferred language and CMA

• Preferred language and DDA

• Preferred language and CPN

Survivor wants the $750, what can you do?

• Nothing since the assistance is based on answers during app

• Nothing since

• Escalate to t2

• Make a WP