Steph
This is the process when a non-risk caller requests to speak to someone immediately.
What is calling the on-call counselor at UTEAP, waiting in After Call for them to return your call
This is the status of your phone while you wait for a call back from the UTEAP on call counselor.
What is ACW
As a MES, what are the first 2 steps to take after receiving a risk caller from UTEAP?
1 - reach out to the WMC or shift lead to locate UTEAP trained clinician.
2- Gather member name, address and telephone number (IM this information to the clinician).
The time zone used for UTEAP calls
What is CST/Central Standard Time?
The folder do you select to get to the UTEAP intake form
What is the customer folder
This is the MES process for UTEAP callers at risk
What is taking down their name, address, and phone number before reaching out to WMC or shift lead for a UTEAP trained clinician
This is the person you would contact if the on call counselor does not answer
Who is Monica Guidry
For Clinical staff, when completing a UTEAP Intake Form - What must you remember when completing the form for risk caller for UTEAP?
Briefly summarize actions taken; do not include full case notes (those will go into the Incedo Record forms)
The roles who review UTEAP forms
Who is leading the group Chat (typically supervisors team lead and shift leads) but anyone who is UTEAP trained can review.
For UTEAP what are 4 things must you do on ALL UTEAP calls
Greet the caller following the netscreen, assess for risk and confirm call monitoring and confidentiality and complete an intake form
This is the information for the first 3 fields of the New Contact screen for a Routine UTEAP call
What is the Contact Type – Unspecified, First Name – Anonymous, Last Name – UTEAP
The amount of time you wait for the on call counselor to return your call before moving to the next step
20 minutes
What is the appropriate way for IB clinician to greet a UTEAP risk caller
What is “I’m concerned about you. Let’s talk more about what’s going on.”
The company that handles legal and financial benefits
Who is CLC?
The email address do you send the UTEAP intake form to
RFL - UTEAP
This is what information has to be given on every UTEAP call
What is the confidentiality/call monitoring statement
This is what you put as the contact type when a UTEAP member calls
What is Unspecified
Do clinical staff have to task follow up call for UTEAP risk callers?
No, UTEAP counselor will follow up
The company that handles worklife for UTEAP (Besides legal and financial)
Who is Aetna internal worklife services?
The name of the group chat that would be a good first place to start to have your UTEAP form reviewed.
What is 3M? (but reach out to supervisor, team lead or other staff who is UTEAP trained to review)
Forms that must be filled out for UTEAP members wanting Worklife, Financial, or Legal services
What are UTEAP Intake Form and Incedo record Contact page with Services Provided Form
These are the people MES staff would reach out to if they had a UTEAP caller who reported they were feeling suicidal
Who are The WMC’s or Shiftlead
When there is a dead air or hang up UTEAP call, this is completed to document those calls every time.
What is the UTEAP intake form.
The naming convention for saving the UTEAP Intake Form?
What is UTEAP_date_time (date is 2 digits for month, 2 digits for day and 2 digits for year) and time is CST military
If a UTEAP member calls and states they are not at risk and they are okay with a call back the next business day what must be filled out?
What is the UTEAP Intake form and the contact page is completed.
No Incedo record is created.