Training Evaluation Form Trainer Evaluation Form The open-ended questions on both evaluations allow the trainee to converse about what was helpful, any areas that caused confusion, things they would like more training on, or things that could improve the existing training. Courtesy of 211... Continue Reading
Follow-up Report A good example of tracking follow-ups by problem and by the percentage of needs met within these categories. In addition, the total number of follow-ups is impressive. Courtesy of 211 Maryland at United Way of Central Maryland. Continue Reading
Follow-up Report Example - Abilene In this example, you can see that the report is in Excel format. However, at the bottom, a layer of aggregation has been added including tallying the responses within the following categories: Follow-up Type; Follow-up Status; How many agencies did you attempt... Continue Reading
Follow-up Results Report Example (Charts) CMHA Edmonton Not only should organizations be conducting follow-up with a statistically significant number of contacts, they should be aggregating that data in a way that can help them and their external partners/stakeholders to make meaning of the... Continue Reading
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
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 Missouri and... Continue Reading
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 plans. Courtesy of 211... 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
