Role of a Specialist
What does CRS stand for?
Community Resource Specialist
What status means you are ready to take calls?
Ready (Voice, VM)
What contact status would you put if you completed a call and provided resources?
Call - Complete
How many point is it for providing the correct resource?
10 points
When are you late for breaks and meals?
After 1 minute
How many time should you check your emails in a day?
Once or twice a day.
How many minutes does a CRS have to complete their iCarol record and set their disposition?
CRS has 1.5 minutes to complete
When opening up a new iCarol record what is the first thing you should do?
Select your Five9 skill
True or False:
You get points for asking probing questions.
True
What is the extension to use the callout line when calling 211?
6-1
What are 2 qualities of a CRS?
- Compassionate
- Communicative
- Guide
- Helper
- Non-judgmental
What type of transfer is it when you are doing an internal transfer?
Cold Transfer
What contact type would you choose if you completed a call and did not provide a resource?
Information Only
True or False:
To get points for providing the appropriate contact information you just have to provide the phone number.
False
When should you use the callout line?
- Lateness
- Early Leave
- Absences
5 - 7 minutes
What disposition do you use when you are done with your call and iCarol record?
Completed Call
When someone is calling on behalf of someone else, where would you put the callers information?
It goes in the Third Party Information section
How many times do you have to say a consumer's name on a call?
3 times
When should you log in on all systems?
10 minutes before the start of the shift
What should you do if you reach out to on-floor support and you don't receive an answer?
Reach out to the manager via Five9 or Teams.
How do you process a voicemail?
1. Select Ready VM
2. Select the voicemail icon
3. Select accept
When transferring a call to the homeless hotline, What would you select for your Other Initiatives?
Homelessness Prevention
What would be considered a complete log note?
Caller's need, summary of the call, and diabetes info
How often do you have one-on-ones?
- Twice at first and once if QA score is above 90%.