Good Contact
Active Listening Skills
iCarol & Five9
The Crisis Worker Experience
Policies & Procedures
100

How many philosophies are within the House of Rapport?

7

100

What is the formula of a reflection?

"You feel _____ because ______".

100

TRUE OR FALSE: All services use iCarol to schedule follow-ups.

TRUE

100

TRUE OR FALSE: Debriefing is always optional.

FALSE - it is required after traumatic contacts.

100

When should we be checking our HopeLink Outlook Emails?

Daily

200

What does TIC stand for?

Trauma Informed Care

200

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.

200

If we ever need to facilitate transferring a call, we always do a _____ transfer.

Warm

200

A mindset to maintain when receiving feedback.

Growth Mindset

200
Which platform do we use for on-shift communications?

Microsoft Teams

300

What is Implicit Bias?

Implicit bias is when we have attitudes towards people or associate stereotypes with them without our conscious knowledge.  

300

We want to reflect feelings, not _____.

Facts

300

When do you set a disposition code for your call?

At the very end of it.

300
When are Peer Support Groups ran?

Multiple times a month

300
How many Missed Live Sessions are trainees able to miss?

Only one. (Exceptions made on a case-by-case basis).

400

(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

400

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

400

Which platform are you able to see profiles of Familiar Voices on?

iCarol

400

_____ is a federal law that protects the privacy and security of health information.

HIPAA

400

If you have any timecard questions or concerns, who do you direct them towards?

Your Direct Supervisor

500

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

500

5 different ways you can begin questions to make it an Open-ended question (OEQ).

Who, What, How, Where, When

500

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.

500

How many breaks are you given on shift?

Two 15-minute breaks, One 30-minute lunch break.
500
If trainees miss ____ minutes of a training session, it will be considered a Missed Training Session.

15