Silent Monitoring Audit Form
2-1-1TEXAS/UNITED WAY HELPLINE
I&R Specialist:______Monitored By: ______
Date/Time:______Length of call (approx.)______
Is this a follow-up call? Yes NoRATING CATEGORY (from Page 2): ______
(Attach Call Summary to This Form)
Caller’s Request:______
Place a “X” in each row and rate those steps completed by Specialist. (Not every call will necessitate the completion of everystep).
Points:4= Excellent 3= Satisfactory 2=Needs Improvement 1=Unsatisfactory 0=Not Applicable (N/A)
4 3 2 1 0
N/A(N/A ARE NOT COUNTED IN THE TOTAL)
1. Professionalism:
N/A Began call with“2-1-1 Texas/United Way Helpline,
this is______. How can I help you?”
N/A Responded to inquiries in a non-judgmental manner.
N/A Used Active Listening skills.
N/A Empathized with caller if appropriate
N/A Established positive relationship with inquirer
N/A Assured the caller understood the information provided.
N/A Thanked the caller for calling 2-1-1.
N/A Encouraged caller to call 2-1-1 in the future
- Call Management:
N/A Clearly identified caller’s reason(s) for calling
N/A Screened for crisis intervention (if needed).
N/A Provided at least 3 referrals per need (as appropriate).
N/A Provided pertinent program information
(Hours, Phone #, Eligibility, and intake).
N/A Identified additional needs (as appropriate).
N/A Requested follow up when appropriate.
N/A Efficiently used Resource Database during call
N/A Avoided long pauses by keeping caller informed during silence
3. Problem Solving:
N/A Assisted caller to identify problem prioritize needs.
N/A Avoided giving advice/personal opinion
N/A Explored caller’s personal resources. (Family, Friends, Caseworker,
Benefits, Income, etc.)
N/A Appropriately empowered caller
N/A If advocacy is needed, asked permission and scheduled follow-up
contact
4. Call Documented Appropriately Into CommunityOS:
N/A Demographics Collected:
Zip-Code:___ Age: ___ Gender: ___ Military: _ Ethnicity: ___
N/A Referrals documented.
N/A Unmet needs documented.
N/A Call Type coded properly
N/A Follow-Up scheduled correctly including relevant client notes
N/A Client confidentiality was observed
N/A Any additional complementing documentation/notes were filled out.
N/A Asked caller’s name
N/A Asked caller how s/he heard about 2-1-1
N/A Asked caller if s/he was a repeat or first time caller
Highest Score Possible For This Call: ______Call Specialist Score for This Call: ______
(NOTE: Total number of items scored multiplied by 4 do not count N/A items)
Percentage Score for this Call______
(NOTE: Divide Call Specialist Score/Highest Score Possible and Multiple by 100)
Rating Category for this Call (Circle One): EXCELLENT SATISFACTORY NEEDS IMPROVEMENT UNSATISFACTORY
100 - 90% 89 - 80% 79 - 70%69% or below
I&R Specialist Signature:
Supervisor Signature: ______
CALL MONITORING GLOSSARY OF TERMS
Active Listening – the practice of paying close attention to a speaker and asking questions to ensure full comprehensive
Empathy – understanding and entering into another’s feelings; the capability to share another being’s emotions and feelings
Empathy Statements: “I understand how you would feel frustrated by that.”
“I hear that you are upset by how you were treated.”
Positive Relationship with Caller – Avoiding interrupting caller unnecessarily; using positive, professional tone of voice; speaking plainly and clearly so that the caller could understand; tone of voice is clear, pleasant and respectful.
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P:\2-1-1\Call Specialists\Call Monitoring Forms\2-1-1 Houston Call Monitoring Audit Form.2012.Draft 4 for Supervisors.doc