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This is the number of times you should hear "Press 1 to accept this Lifeline call" before hanging up.
What is 3?
This is the first safety question you should ask within the first 5 to 7 minutes of the call.
This is the line a CS should call if they are going to arrive to shift late due to technical issues or an emergent situation.
What is the "Attendance Line"?
These terms should be listed at the beginning of the follow-up notes to determine the risk level of the caller.
This second safety question is asked to determine a caller's immediate safety.
What is "Have you taken any action to harm yourself today?
This is the amount of minutes a CS should be on-queue after signing into Genesys to not receive attendance points.
What is "5 minutes"?
By clicking this button follow-up/safety support calls are saved and moved to the follow-up tab.
What is "Complete?"
This question is asked at the beginning of a call to assist in maintaining rapport and safety should the call be disconnected unexpectedly.
What is "If we get disconnected, do I have permission to call you back?"
5 attendance points may be assigned to a CS who calls off in this amount of time before the start of their shift.
What is "less than 2 hours"?
What Contact Resolution?
These 3 questions ensure service members are aware of specialized resources available to them.
What is "Do you have a history of military service?" "May I ask why you not Press 1 to connect to the Veterans Crisis Line?" "Would you like to be connected to the Veterans Crisis Line?"
This situation will cause a CS to receive 5 attendance points and be dismissed from shift.
What is "Returning from break/lunch more than 15 minutes late"