General 211
How many lines of business do we have here at NJ 211?
3 (Homeless Hotline, 211 line of business, Utility Assistance)
A woman is pregnant and calling for resources. After giving resources, what initiative should you suggest?
Connecting NJ (formerly Help me Grow)
If the caller is anxious but doesn't have suicidal ideation, what is your next step?
Offer a warmline
What should your status be when you are meeting with your supervisor for your one-on-one?
Coaching
True or False: There is a disaster contact form in iCarol.
True
Which skill is the primary one for all the 211 specialists?
Addictions/Addictions SP
Lisa is taking care of her grand-child who lives with her. What initiative can help her?
Kinship
If the caller is thinking of suicide but doesn't plan to kill themselves, what is the best course of action?
Offer 988 as a resource
When should you use wrap up?
1. After transferring a call
2. After a crisis call
What question pops up when you choose NJ 211 as the line of business?
AARP/Caregiver Question
What is the AHT for a normal 211 call?
7 - 10 minutes
Which initiative starts around February each year?
VITA
If the caller has thoughts, plan, and means to kill themselves, what do you do?
Contact on-floor to initiate police rescue
Offer a warm transfer to 988
What is one instance when you don't have to ask the diabetes question?
Crisis
Addiction
How many active initiatives do we currently have?
Name 3.
8
- Kinship
- Connecting NJ
- TBI
- FSC
- Diabetes
- AARP
- APS
- Special Needs Registry
(VITA is not currently active)
For this initiative, you have to first assess safety.
Addiction
If the caller says "yes" to the 3 lethality questions but doesn't consent to be warm transferred, what should you do?
Provide 988 as a resource and not transfer.
How long should personal breaks be?
5 - 7 minutes
If you hear Homeless Hotline as the alert on Five9, where should you document State HH in iCarol?
Five9 Skill
What are the core values?
Compassionate
Accountable
Reliable
Ethical
For this initiative, you can help the consumer create their login on the website.
Special Needs Registry
What should you do while waiting for the police rescue?
Keep talking to the consumer. Do not hang up
A transfer between departments, is it a warm transfer or a cold transfer?
How should you document it in iCarol?
Cold Transfer
Internal Transfer within 211
What should your notes include?
- Need
- Action
- Diabetes assessment question