Resource Database Knowledge
What is the purpose of the "Call Notes" field in ServicePoint?
To document details about the interaction and steps taken during the call.
Asking directly about thoughts of suicide.
What is the first step in assessing suicide risk?
A caller asks for food assistance. What is the first search term you would use?
Food pantries or meal programs.
To connect individuals to appropriate resources based on their needs.
What is the primary purpose of information and referral services?
To connect people to resources and support for crisis intervention, health, and human services.
What is the primary mission of 211 Palm Beach/Treasure Coast?
Counseling services and crisis hotlines.
What are types of resources available for mental health support
Removing access to means, identifying support systems, identifying warning signs etc.
What are key elements of a safety plan.
A caller states they have a gun in the house but no immediate plan. What should you ask next?
Ask if they feel safe and explore if someone else can temporarily secure the firearm.
To provide unbiased support and allow the caller to make their own decisions.
Why is it important to remain impartial during an I&R interaction?
Palm Beach, Martin, St. Lucie, Indian River, and Okeechobee counties.)
What are the primary counties served by 211PBTC?
Agency name, services offered, eligibility criteria, contact details, and hours of operation.
What type of information is typically included for each resource in the database?
Low risk, moderate risk, and high risk.
What Are the three levels of suicide risk?
A senior citizen needs help with transportation. What type of questions should you ask to narrow down the search?
Questions about mobility, destination, and ability to pay for services.
To confirm the caller connected to the resource and their needs were met.
What is the purpose of an I&R follow-up?
Emotional support, crisis intervention, and resource referrals for seniors and their caregivers.
What does the Elder Crisis Outreach program specifically aim to address?
When searching for housing assistance, what taxonomy term might you use?
Emergency shelter, rental assistance, or transitional housing.
Desire, intent, capability, buffers
What are the four core principles?
A caller is looking for rent assistance, but all programs are at capacity. What’s your next step?
Offer alternative resources, such as financial counseling or other forms of assistance, and document the gap.)
Ask clarifying questions to better understand their situation.
What is the appropriate action if a caller provides incomplete information about their need?
To provide information about shelters, recovery resources, and emergency services.
What is the primary role of a 211 helpline in disaster response?
What is the term for the system that categorizes and organizes services in a resource database?
Taxonomy
A seamless handoff to another resource or specialist while staying on the line to ensure the caller connects with the next person.
What is a warm transfer, and why is it important?
A caller in emotional distress is resistant to answering questions. How should you proceed?
Validate their feelings and gently encourage dialogue without pressuring them.
Active listening, resource knowledge, and clear communication.
What are the three essential skills for effective I&R services?