Follow-Ups
If anyone in the household is between the ages of 16 - 25, do we assess for YIT criteria?
Yes!
What is the first step on a call, before collecting demographics, according to our call flow model?
Build rapport and assess needs further
Do we first ask for the address or the zip code when collecting demographics?
We ask for the address first. If the Caller does not wish to answer, we can ask for the zip code next.
When we need to take a moment after a call, this is called what?
A breather
What is the coverage area for a Sexual Assault Services Advocacy follow-up?
Hillsborough County (eligible clients are either a resident of the county or experienced a sexual assault in Hillsborough County)
What resource can we always offer to anyone living outside of Hillsborough County?
Their local 211
If we put in our call notes that the "Caller is safe" from a situation, does this count as confirming their safety?
Nope. We want to know how they are safe.
Where do we put our personal items and anything we use throughout our shift at the end of the day?
Our cubby! We don't have assigned seating and want to make sure these things don't accidentally get misplaced.
If a third party is calling for their friend trying to find their friend therapy for a traumatic event, does this qualify for a Corbett follow-up?
It does not since it is third-party (that cannot give consent for the client to receive counseling).
If the Caller is yelling on a call, do we disconnect from them?
If they are yelling in general, we can use techniques to de-escalate them and redirect the conversations. If they are yelling at us and putting us down, then they are an abusive Caller and we will provide a warning if they don't cease their behavior, then we will disconnect the call.
What second questions should we be asking about a presenting need and documenting?
At minimum, we should always ask what events led to that need and documenting that cause (ex: Caller is seeking rent assistance. Specialist asked second questions. Caller is currently facing a three-day eviction notice.)
What is the new name of our DEI&B Committee?
RISE Committee
What is the coverage area for a First Responder Care Coordination follow-up?
Florida
What is the introduction to the HOPE line?
Thank you for calling the First Responder Hope Line. We assist former and active first responders and their families by offering support, resources, and peer care coordination. My name is [ALIAS], how can I help you?”
When assessing suicide, regardless if a Caller affirms they are suicidal or not, what do we fill out in Visionlink?
We fill out the suicide screening questions.
Who do we submit MVP nominations to?
Asia Patrick or anyone in HR
Which counties are in the Suncoast Region?
Hillsborough, Pasco, Pinellas, Charlotte, Hendry, Lee, Manatee, Glade, Desoto, Collier, Sarasota
When during the call should we offer a follow-up?
Anytime after confirming the Caller meets a special population criteria.
What constitutes documenting a call type as a "crisis" call?
When we are assessing for emotional and physical safety, but the Caller is not suicidal.
What are some of the services our employee assistance program offers?
Three free counseling sessions, life coaching, financial coaching, crisis line available 24/7,and more.