Client Contact
What is within 24 hours?
How soon should you contact a newly assigned client?
What is to record services and client progress?
Why is documentation important?
What is Federal Emergency Management Agency?
What does FEMA stand for?
What is listening to understand rather than to respond?
What is active listening?
Who is the client?
Who owns the recovery plan?
What is leave a voicemail (if appropriate), send a text or email if allowed, and continue follow-up attempts while documenting all outreach?
What should you do if you cannot reach a client?
What is as soon as possible after each contact?
When should case notes be entered?
What is food pantry, housing assistance, legal aid, mental health services, or financial assistance?
Name one community resource a DCM may refer clients to.
What is empathy, communication, organization, patience, or professionalism?
Name one quality of a good Disaster Case Manager.
What is No?
Can Disaster Case Managers promise financial assistance?
What is the client's identity?
What information should you verify before discussing the case?
What is who, what, when, where, and next steps?
What should every case note include?
What is a roadmap that helps clients identify goals and resources?
What is a disaster recovery plan?
What is it builds trust and encourages client engagement?
Why is rapport important?
What is Yes?
Should every referral be documented?
What is introduce yourself, explain the program, assess immediate needs, and schedule the intake?
What should happen during the first successful conversation?
What is True?
True or False: "If it wasn't documented, it didn't happen."
Who is the client, with support from the Disaster Case Manager?
Who is responsible for completing a client's recovery?
What is remain calm, listen, validate concerns, and focus on solutions?
What should you do if a client becomes upset?
What is follow up to determine whether services were received?
What should happen after making a referral?
What is building trust and beginning recovery planning?
What is the most important purpose of the first client contact?
What are opinions, assumptions, or judgmental comments?
Name three things that should never be included in case notes.
What is to help disaster survivors achieve long-term recovery using available resources?
What is the purpose of disaster case management?
What is asking open-ended questions and using reflective listening?
What communication skill helps ensure understanding?
What is the client has met recovery goals or reached the highest level of recovery possible?
What is the ultimate goal before closing a case?