Frequent Caller Case Review Team Meetings, courtesy of 211 Crisis Hotline - Pathways of Central Ohio

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 review. Any caller that gets at least one vote will be discussed (time permitting), and all callers are prioritized based on who had the most votes. If there is a caller who just started calling that staff are concerned about, they can be added to the list as well. The call center manager runs the meeting and is very intentional with following the template (see attachment). Each Frequent Caller meeting starts with a review of the meeting goals and ground rules to prevent it from just being an open venting session. 

Courtesy of 211 Crisis Hotline - Pathways of Central Ohio