Call Flow
Blood Products
Op Assist
Random
Staff
100
Examples Include: "Thank you for that information!" "You're fine!" "No worries"
What are Pleasantries
100
The American Redcross supplies this much towards the Nations Blood Products
How much is 40%
100
We have no incorporated a process to assist foreign languages outside of Spanish! (True or False)
True
100
The document that services as a resource for our national policies such as types of leave, PTO allotments, etc.
What is The Employee Handbook
100
The Operations Manager for IB is?
Who is Cassandra Arias
200
Typically used for non-appt blood questions such as, can you let me know how many gallons I've donated
What is Info Call Flow
200
This donated product can only be stored for 5 days
What is platelets
200
This script includes verbiage such as “Our hearts go out to those affected by this tragedy” and “Red Cross is committed to assist in any way we can”
What is The “Tragedy-Disaster” call outline
200
The Redcross started?
When is 1881
200
Who AM I
Who is David Lumley
300
Examples include “Have a great day”, “Enjoy your vacation”
What is “Personalization”?
300
Only 7% of people have this blood type
What is O(-)
300
Caller needs to get re-certified for CPR
What is Training Support Services
300
Among our 5 "C" is this one which requires that we act with integrity and are transparent guardians of the public trust and honor our promises. (DAILY DOUBLE)
What is "Credible"
300
Who are your OB Managers?
Who is Drusilla Carmichael and Evelyn Mckennon Suzanne Holsinger and Thomas Pickett
400
Utilized in event of "system" declared outage
What is Down-Scripting
400
The only universal plasma type and can be given to patients of any blood type
What is AB plasma
400
You are NOT required to offer further assistance or brand ARC phone number on Op Assist Calls... (True or False)
False
400
Name associated times if it is 10am in Pennsylvania, Montana, Chicago, and Oregon
Montana (8am) Chicago (9am) Oregon (5am)
400
Who Am I? 
Who is Gail McGovern
500
What is required EACH call be it appointments, Informational, or Operator Assist Calls?
What is Empathy
500
What is the Blood Type Most often requested by Hospitals?
What is Type O
500
Person calls in wanting to know about blood delivery? Who do they need to speak to
Who is Hospital Services
500
Through this company provided service you can speak with a licensed attorney via a 60-minute telephone or face-to-face consultation at no cost to you to help assess and resolve legal problem. They also provide other services. (DAILY DOUBLE)
The EAP (Employee Assistance Program)
500
Name all of IB SA3 Supervisors
Merrick, Sherry, Darlene, Thomas, Weis