Good Contact
How many philosophies are within the House of Rapport?
7
What is the formula of a reflection?
"You feel _____ because ______".
TRUE OR FALSE: All services use iCarol to schedule follow-ups.
TRUE
TRUE OR FALSE: Debriefing is always optional.
FALSE - it is required after traumatic contacts.
When should we be checking our HopeLink Outlook Emails?
Daily
What does TIC stand for?
Trauma Informed Care
What is the biggest difference between an Open-ended question (OEQ) and a Closed-ended question (CEQ)?
OEQ's cannot be answered with a simple Yes or No, but CEQ's can.
If we ever need to facilitate transferring a call, we always do a _____ transfer.
Warm
A mindset to maintain when receiving feedback.
Growth Mindset
Microsoft Teams
What is Implicit Bias?
Implicit bias is when we have attitudes towards people or associate stereotypes with them without our conscious knowledge.
We want to reflect feelings, not _____.
Facts
When do you set a disposition code for your call?
At the very end of it.
When do Process Groups run?
Multiple times a month
Only one. (Exceptions made on a case-by-case basis).
(Two words) can be defined as crisis counselor behavior that is ongoing and intentional in its focus on establishing a connection between the crisis counselor and the individual seeking support from the Lifeline.
Active Engagement
What are the three foundational techniques that can help facilitate and maintain engagement throughout a crisis conversation?
1. Empathy
2. Welcoming tone of voice
3. Supportive Language
Which platform are you able to see profiles of Familiar Voices on?
iCarol
_____ is a federal law that protects the privacy and security of health information.
HIPAA
If you have any timecard questions or concerns, who do you direct them towards?
Your Direct Supervisor
List all of the philosophies of the House of Rapport.
1. Non-Directive
2. Non-Judgmental
3. Empathy
4. Accepting
5. Responsive
6. Feeling Oriented
7. Safety
5 different ways you can begin questions to make it an Open-ended question (OEQ).
Who, What, How, Where, When
How do you see past call history related to a phone number?
You plug the phone number into an iCarol report, and (Find previous contacts from phone number below) should then populate for you to search for past contact history with our center.
How many breaks are you given on shift?
15