Support Line Operator Assessment

Name(required)

1. What is purpose for the support line? (4 correct answers) Extra Counselling

Call backs

Referrals

Befriending

Non personal crisis

To replace counselling

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 back 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 are 3 things that all volunteers should do before the start of the 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 a CSI form

All the above depending on the situation

8. When are debriefs completed? (2 correct answers)(required) Beginning of the shift

Start of the shift

After a particularly difficult call

9. What does the acronym DERP stand for when note taking?(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 Arcus preferred method when transferring a call? (required)

15. What is the purpose for having a debrief? (required)