Contact Handling - Information Gathering In addition to identifying the information collected from inquirers and how it is used, the policy conveys how collecting the information can build a connection with the inquirer and to fully understand and be able to address the inquirer’s needs. ... Continue Reading
Crisis Training Syllabus and Crisis Training Manual The Crisis Intervention module is part of the Crisis Line Responder training that all front-line staff (including CRS) go through when they are hired at the Distress Centre. Crisis Line Responder training occurs both in-person and virtually,... Continue Reading
Roberts Model - Tool for Crisis Calls Roberts Model of Crisis Intervention training could greatly enhance the skill level and reduce the fallout for a CRS handling difficult, demanding, & hysterical callers. Courtesy of 211 - Distress Centre Calgary Continue Reading
Frequent Caller Case Review Team Meetings Each month, 211/988 Crisis Hotline, (a.k.a., 211 Pathways), pulls a list of callers who have called at least 10 times in the previous month. Prior to the meeting, the list is sent out and staff vote on who they would like to discuss during the case... Continue Reading
Work from Home Playbook (for hybrid or virtual work) The purpose of this Playbook is to explain the various protocols and best practices involved with working from home and provide the necessary tools to ensure Customer Contact Representatives (CCRs) are trained consistently. Courtesy... Continue Reading
Verification Tracking Simplified (for resource database) A step by step process explaining how this organization tackles updating their resources, includes a process for coding the resources after the initial attempt is sent. Courtesy of United Way of the Midlands Continue Reading
On-boarding Training This powerpoint outlines the points covered in this organization's onboarding training including but not limited to; training methodologies, training ambassadors, technology, training syllabus, etc. Courtesy of 211 - United Way of Connecticut Continue Reading
211 Listing Policy Check out this “listing policy” that really reflects the local service and area. Courtesy of Canadian Mental Health Association - Edmonton Region Continue Reading
Teams Schedule This document shows a commitment to building a process and documentation to ensure quality service delivery for emerging work. Courtesy of the Canadian Mental Health Association Continue Reading
Evaluation Tool for an I&R Specialist This tool has various components to help assess the readiness of a call taker including; a pre-training self-assessment, selecting the correct call type, choosing proper taxonomy, name that presenting need, searching for local programs, etc.... Continue Reading
Evaluation Tool This Evaluation Tool Document, used to measure the level of competency for Community Resource Specialists and Data Curators is well done. Courtesy of 211 Texas A Call for Help - United Way of Abilene Continue Reading
Continuity of Operations & Disaster Plan This Emergency Operations and Business Continuity Plan is comprehensive. The plan includes contact information for key staff, vendors, and community partners. A document such as this would be very useful for I&R's during a disaster event.... Continue Reading
