Support Line Operator Assessment This assessment should be completed in conjunction with the support line operator handbook Name(required) 1. What is purpose for the support line? (4 correct answers) Counselling Referrals Personal crisis To provide support after counselling In addition to counselling Befriending 2. What are the two main skills when working on the support line? (2 correct answers) Empathy Open questions Advice giving Guidance 3. How long are calls expected to be? 10-15 minutes 15-30 minutes 20-30 minutes 10-30 minutes 4. How many missed call backs are they before the client is discharged from the call back service? One Two Three Four 5. What are 3 support line duties that all volunteers should do when working on the support line?(required) 6. What 3 things should all volunteer operators do before the start of their shift?(required) 7. What should you do if you are concerned about a safeguarding incident? Contact your team leader Call 999 Ask the caller how they want to handle the situation Complete the CSI database with a member of the safeguarding team Report to police Report to safeguarding All of the above depending on the situation 8. When are debriefs completed? (2 correct answers)(required) Beginning of the shift End of the shift After a particularly difficult call 9. What is important to remember about note taking for SL record forms?(required) 10. Name 3 of the six safeguarding principles that underpin Arcus safeguarding work.(required) 11. What should you do according to the emergency flow chart if the risk is high?(required) 12. When making a call back and there is no answer, what is the procedure in first instance?(required) 13. What are the 2 things not to assume and 1 thing not to forget when working through the support line record form with the caller?(required) 14. What is the preferred method when transferring a none emergency call? (required) 15. What is the purpose for having a debrief? (required) Submit
