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WorksheetsSurprise Quiz: Responder Manual
Total questions: 20
Worksheet time: 12mins
TRUE or FALSE
To DND the extensions, you do it in the app.
TRUE
FALSE
The summary to the TECH REFRESHER guide is found in which tab?
(a)
Counseling Appointments are prioritized when:
The caller/client is a Safety Risk
Flagged or Escalated
It's a special case EAP appointment
Indicated by Ms. Precy or Sir Al
All of the above
We have (a) psychiatrists at the moment.
(clue: exact number)
Instructions on HOW TO REVIEW YOUR TIMESHEETS is not included in the manual, TRUE or FALSE.
FALSE
TRUE
The number of maximum subsidized sessions.
(a)
The rate for consultations per hour is:
(a)
How many email labels does a responder need to use to organize the RESPONDER EMAIL?
(a)
What are the trunks associated with EAP in the Matrix?
V001, V002, V003
M001, V001, V002
M003, V002, V003
M001, M002, M003
What is a WELLNESS CHECK?
A 5-10 minute check-up call to see how the caller is doing and to secure their safety. NOT the same as a counseling session.
A 7-minute check-up call to see how the caller is doing and to secure their safety. NOT the same as a counseling session.
A 15 - 20 minute check-up call to see how the caller is doing and to secure their safety. AND is counted as a counselling session.
A 15 - 20 minute check-up call to see how the caller is doing and to secure their safety. NOT the same as a counseling session.
TRUE or FALSE:
All our EAP clients do not cover psychiatric sessions.
TRUE
FALSE
EAP Spiel:
"Now that we have your information, we will match you with a counselor as soon as possible. Please expect a call from us within _____________ so we can confirm your schedule."
"Once you receive a call back and your schedule has been confirmed, cancellations can only be done for a minimum of _________ before your confirmed schedule or else you will lose an EAP credit."
1-2 business days, 12 hours
3-5 business days, 24 hours
1-2 business days, 24 hours
EAP LINE ISSUES:
Which GC needs to be tagged when experiencing line issues? Choose the best combination.
Helpline GC + EAP Program GC + iGold + EAP Escalations
Helpline GC + iGold + EAP Escalations + EAP Program GC
Helpline GC + EAP Program GC + iGold + ITCS Admin
Helpline GC + EAP Program GC + iGold
Understanding the Matrix:
A "null call" happens when?
Speech Duration is 15-20 secs. only
Call didn't last long enough to reach our softphones or to be picked up by a responder
Not counted as a missed call (reported as "short ring" / "barely rang")
1st and 3rd options above
All of the above
Referral Lists for Crisis Line callers are available in which tab?
Coordination
Tools
Safety Protocols
Crisis Line
Response Guide
SLING:
How important are updates in Sling?
Important
Sort of important
Very important
Not so important
EAP Calls:
Calls re-routed to by from partners with own access numbers go through which line?
Landline
Tollfree
Globe
On Filing Leaves:
There is no guide to do that in the Responder Manual.
TRUE
FALSE
TRUE or FALSE
We can give our EAP numbers to callers from CL.
TRUE
FALSE
In reporting line issues:
Who do we tag from iGold?
Bert and Ernie
Tito, Vic and Joey
Kenneth and Brian
Dave and JC
