I&R Week 1 Flashcards
What is 211’s preferred way of saving and sharing documents?
Share it in Google Drive
What are the 6 keys of Active Listening?
- Pay Attention
- Don’t Judge
- Ask Probing Questions
- Reflect
- Clarify
- Summarize
What does the S in SLENDER stand for?
Smile
What is the correct greeting when answering an inbound call?
“Thank you for calling 211 Tampa Bay Cares, my name is ____. How may I assist you today?”
What are the 4 main ways of showing empathy?
- Show Concern
- Be Sensitive
- Ask Questions
- Understand
What does the first E in SLENDER stand for?
Engage
Is AEFAP available for Hernando county residents?
No
What are the 4 key metrics?
- Call Handling
- Data Completeness
- Customer Satisfaction
- Average Handle Time Score
What does the L in SLENDER stand for?
Listen
What services do we provide in Hernando county?
211 I&R and Crisis
Name the care coordination program that can help explore the client’s housing situation and find resources/shelters for them.
Homeless Helpline
What does the N in SLENDER stand for?
Nurture
Should you write an incident report if your co-worker fell in the parking lot of our facility and was on lunch?
Yes
A client has some questions regarding their child’s development. They do not believe they are on target with other children their age. What internal program could you refer them to?
Help Me Grow
What does the D in SLENDER stand for?
Decision
