Call Flow
What is the first step of the call flow document?
Before picking up a call
Becoming irritable or detached during repeated customer interactions is an example of?
Empathy Fatigue
Confirming guidance that is not stated in your resources, interpreting guidance out of context, and interpreting guidance based on the inquirer's situation are all examples of?
Personal Opinion
Whose Role?
"What are the symptoms associated with ADHD disorder? Mother is trying to evaluate their 5-year-old."
Generalist
In what order do we offer CDC-INFO resources?
A-Z List
PRs
CDC Website
BONUS* Escalate (when appropriate)
What is the main purpose of a "Log Call" PR?
To track call volume and capture questions during a specific event or outbreak.
True/False - a caller is upset and speaks quickly about a complex issue, which begins to frustrate you, your next course of action is just to put the caller on hold.
FALSE
What does it mean when an agent receives a 'Kudos'.
Praise and honor given for an agent denoting what they did well to handle an inquiry.
Whose Role?
"Caller from Bertie Memorial Hospital, has 10 confirmed cases of measles and needs to know next steps."
Specialist
Which CDC resource offers agents key information by topic area, including topics in scope for CDC-INFO, escalation information and critical notes?
A-Z List
For calls regarding vaccines, do not read Calls to Action to callers who are? (Hint there are 3)
Already Vaccinated
Calling on behalf of someone else
Medical professionals
Why is every phone call and email important for CDC-INFO agents?
They influence how the public experiences trust, care, and clarity from the CDC
Which PR is most effective should an inquirer ask about your role?
PR 6362
Whose Role?
"Clinic Nurse in Kentucky is trying to determine if August is too soon to administer a FLU Vaccine?"
Generalist
Which type of PR may be used by all agents, which provides several steps or instructions, and may link to an SOP?
"Workflow" PR
According to the call flow instructions, if you have a PR with separate sections for different audiences (e.g., men, women, children). What should you do?
Ask the caller if they want information for a specific audience or all audiences.
Calming fears, building confidence and ensuring accurate information are examples of?
Demonstrating Empathy
An agent paraphrases a PR, changing the meaning of the information, is an example of what form of QA documentation, which results in a zero score.
Red Flag
Who's Role?
I have a patient with suspected parasitic disease and I need testing information.
Specialist
What is the title of PR:6685? (Look it up)
LOG CALL: Where can I get a vaccine or immunization in my area?
The phonetic alphabet guide can be found under which section of the Call Flow Document?
Appendix
True/False - "Please remain on the line while I search through my CDC resources", is a great example of an Assurance Statement.
FALSE
When is it OK to use YES/NO responses?
When you've already provided PR Guidance
Inquirer is asking for Simple Information
There's no need for interpretation or judgment
Which role is responsible for answering health questions from the public through email documentation?
Correspondence
Why are there different color fonts within your PRs & what are their meanings?
To differentiate agent instructions from content.
Red text: serves as agent instructions
Black text: included content to be provided to the inquirer