Riley
This is the password for the 3M intake
What is DOG&HORSE31
What do you do if a 3m member is unable to call 911
IF Medical Emergency - Not psychiatric emergency
if they are able to call 911, have caller hang up and call 911 or go to local Emergency Room, if they are unable to call 911, we will assist with making the appropriate contact.
These calls are handled by our RFL IB clinical staff right away.
What are emergent calls?
This is who reviews a 3M intake
what is a supervisor, shift lead, team lead or next in line would be any 3M champion.
You would ask in the 3M chat for the review.
This is the scripting after a 3M caller tells you their general reason for calling (after netscreen is read)...
What is “Is this an urgent situation…”?
These are the steps a counselor would take when speaking to a member that has presented an emergent risk
read confidentiality statement, complete risk assessment, stabilize situation and alert TEAP of situation
Intake Form
Incedo REcord
When does 3m after hours start?
What is 8pm to 8am CST Monday - Friday and Friday to Monday (weekends are after hours)
These three Employee Assistance Professionals are available during business hours for urgent requests.
Who are Sara Carlson and Sharon Maloney before 3:30 pm CST and after that Cynthia Lambert until 8m CST
The business hours for 3M EAP Management.
What is 8am-5pm CST?
This is when you would set up a Member Record in Incedo
What is Worklife requests or Emergent Call Handling
These are the steps and MES would take for an emergent caller
Follow netscreen greeting, listen for emergent trigger, then transfer to IB clinical for emergent call handling
Intake Form (indicating a transfer to a counselor)
Incedo Contact page
This is the formal way to save 3m intake forms.
What is 3M_090220_1234
3M_date (2 digits)_ time in CST/Military
This is the line you use for Spanish speaking members
What is the Language Line
The name for 3M nanny services (special 3M program)
What are Au Pair requests?
These are the Medical Insurance providers for 3M
What are BCBS, HealthPartners (HP), or Other
This is who you call during 3:30 CST to 8:00 am CST with an emergent risk.
Who is Cynthia Lambert?
These are the kinds of calls when a COUNSELOR reads the confidentiality statement.
What is emergent risk
This is the extension do you use to transfer the member to a WorkLife Counselor
what is 08168
What is the process for a routine 3M request where the member accepts a call back
What is
What is the process for a routine 3M request and the member does not accept a call back.
What is...
This is what you do when a member calls requesting to speak to management after hours
Offer to put them through to voice mail to leave a message for Jonathan or offer warm transfer to Employee Assistance Professional if they want in the moment assistance
What do you tell a 3M member if they have questions about call recording?
What is tell them they can speak to an 3M TEAP for any questions. RFL does not attempt to answer questions about the 3M confidentiality policy.
What are the top 2 things you should do when starting your shift knowing you may get a 3 M call?
What are:
1. Open/join 3 M chat
2. Open 3M Felix page
The person on call for 3M this week.
Who is Sara Carlson?
Intake forms must be sent within what time frame of taking a 3M call?
what is one hour