Anatomy of a Good Call Webinar
Wednesday, January 10, 2024
1:00 PM - 2:00 PM (EST)
Zoom Link
What is being measured and evaluated in an interaction with a client? Who defines what a "good" call is? What are we looking for and examining in the information and referral process? This session will address those questions and more, including:
- What is being measured and counted? (Call Monitoring Forms)
- 10 essential aspects of call handling, steering, and management (How is the interaction being guided?)
- Managing expectations and providing context for referrals
- Considerations and strategies for effective call handling
The intended audience is geared toward Community Resource Specialists and those managing, supervising, and providing feedback.
Faed is a Certified Community Resource Specialist who was the former Manager of Training and Outreach with Findhelp Information Services and the 211 service in Toronto. He has worked in various capacities at Findhelp since 1989. Faed has served as the President of the Alliance of Information and Referral Systems and has worked with the Standards Committee to develop Professional Standards and Quality Indicators for field of Information & Referral. Faed also conducts regular accreditation site visits to Community Information Centres and 211 agencies throughout North America.
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