Promising Practice: 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... Continue Reading
Promising Practice: Texting Policies and Procedures The policy provides guidance for the process and in utilizing the system for responding to text requests from inquirers, geared toward assuring the inquirer receives the information they need and has a positive experience. Courtesy of 211... Continue Reading
Promising Practice: Call Monitoring Form The program has developed a quality assurance model entitled CARE Quality Monitoring Program. CARE stands for Coaching And Reinforcing Excellence. The elements of the model include monitoring, evaluations, scoring, calibration and coaching... Continue Reading
Promising Practice: 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... Continue Reading
Promising Practice: 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 This... Continue Reading
Promising Practice: 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... Continue Reading
Promising Practice: 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... Continue Reading
Promising Practice: 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 This... Continue Reading
Promising Practice: 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 This... Continue Reading
Promising Practice: 211 Listing Policy Check out this “listing policy” that really reflects the local service and area. Courtesy of Canadian Mental Health Association - Edmonton Region This organization was on the 2022 accreditation manual/criteria when this document was... Continue Reading
Promising Practice: 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 This organization was on the 2022 accreditation manual/criteria when this... Continue Reading
Promising Practice: 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... Continue Reading
