Data Collection
Where are the 211 Data assessment questions found?
What is - In 211LinQ - Data Collection Tab
Caller wants to know where they can safely throw away their used needles, what is the taxonomy term to search?
What is sharps disposal programs
How many SPAs are in LA County?
What is 8?
What is the call opening for 211LA -English
What is "Thank you for calling 211LA, my name is ________, what resource can I find for you?"
True or false: You must ask a Tobacco Cessation question on all non-crisis calls
What is True?
The caller is needing assistance with paying their electric bill. During an assessment, the caller mentions their service provider is the Department of Water and Power (DWP).
What is the HEAP program?
Provide the order for the referral Hierarchy
What is Email, Text and last Verbally
To affirm a caller's situation, using a ____________statement can help develop rapport?
What is Empathy or Validation?
A person calling for a family member is a Service Provider - True or False
What is False
This program provides monthly income benefits to low-income people who are age 65 or older and for people of any age who are blind or disabled. Children may be eligible if they meet both the income and disability requirements.
What is Social Security Insurance (SSI)
What is the service provision when you complete a referral to Kick It California after filling out the tab
What is Assisted Referral?
What are the proper steps for placing a caller on hold?
Give a reason for the need to place caller on hold
Provide a timeframe(estimated time of hold)
Use hold phone mode(correct phone mode)
Thank the caller for holding when returning to the line
Data collection fields must be completed to be able to close the transaction
What is true?
What is the zip code for Hacienda Heights?
91745
What does the acronym CAPI stand for?
What is the Cash Assistance Program for Immigrants
What question is always asked of the caller on each call?
What is the Zip Code?
The caller is only asking for a phone number to the local clinic, are you required to ask 211 Data Collection?
What is YES
A caller with no insurance needs to get a check up, what is one of the taxonomy search terms you can use?
What is Community Clinics
211 LA can refer callers to local food banks for hot meals True or False
True
True or False: During the call, we always ask "Is there anything else I can help you with today?"
What is False?