<p> Silent Monitoring Audit Form 2-1-1TEXAS/UNITED WAY HELPLINE</p><p>I&R Specialist: ______Monitored By: ______</p><p>Date/Time: ______Length of call (approx.) ______</p><p>Is this a follow-up call? Yes No RATING CATEGORY (from Page 2): ______(Attach Call Summary to This Form) Caller’s Request: ______</p><p>Place a “X” in each row and rate those steps completed by Specialist. (Not every call will necessitate the completion of every step). 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) </p><p>1. Professionalism:  N/A Began call with “2-1-1 Texas/United Way Helpline, Professionalism - COMMENTS 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</p><p>2. Call Management:  N/A Clearly identified caller’s reason(s) for calling  N/A Screened for crisis intervention (if needed). Call Management - COMMENTS  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</p><p>3. Problem Solving:  N/A Assisted caller to identify problem & prioritize needs. Problem Solving - COMMENTS  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: Call Documentation - COMMENTS 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</p><p>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)</p><p>Percentage Score for this Call ______(NOTE: Divide Call Specialist Score/Highest Score Possible and Multiple by 100)</p><p>D:\Docs\2017-12-15\0299a03cb816878d9c92a787d5d2e64e.doc 2 Rating Category for this Call (Circle One): EXCELLENT SATISFACTORY NEEDS IMPROVEMENT UNSATISFACTORY 100 - 90% 89 - 80% 79 - 70% 69% or below</p><p>I&R Specialist Signature: Overall Call - COMMENTS Supervisor Signature: ______</p><p>D:\Docs\2017-12-15\0299a03cb816878d9c92a787d5d2e64e.doc 3 CALL MONITORING GLOSSARY OF TERMS</p><p>Active Listening – the practice of paying close attention to a speaker and asking questions to ensure full comprehensive</p><p>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.”</p><p>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.</p><p>D:\Docs\2017-12-15\0299a03cb816878d9c92a787d5d2e64e.doc 4</p>