Course Code: REL-HHS-AIRS-CALL
Type: Online Course
Content Expiration Date: 12/31/2022
Identify the skills necessary to conduct a highly effective Information and Referral call.
Describe how to evaluate the inquirer's need(s) and make a human connection with each caller.
Apply the communication skills appropriate to effectively handle any type of call and all types of callers.
Section 1: Introduction
A. Course Contributors
B. About This Course
C. Learning Objectives
Section 2: Key Call Elements
A. Carmen’s Conundrum
B. Rapport Building
C. Samples of Rapport Building
E. Active Listening
F. Active Listening In Action
G. Asking Questions
H. Open-Ended Questions
I. Closed-Ended Questions
K. I&R Communication Technique Matching
L. Geri’s Gem!
M. Section Summary
Section 3: Good Closure Elements
A. Geri’s Goodbye!
C. Carmen’s Comeback!
D. Section Summary
Section 4: Conclusion
A. Course Summary
Jade Monahan-Tarr, CIRS
Mrs. Tarr is the staff trainer at 211 San Diego and has over 15 years of experience creating and delivering customer service training programs.
Disclosure: Jade Monahan-Tarr, CIRS has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.Instructor:
Terri Baker, CIRS
Ms. Baker has spent the past 20 years working for non-profit access and telephone centers and is Team Coach at 211 LA County.
Disclosure: Terri Baker, CIRS has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.Instructor:
Elizabeth Ruiz, CIRS
Ms. Ruiz has over 18 years of customer service experience ranging from supervision, training, coaching, and quality assurance. She serves as both a Team Coach and Quality Assurance Supervisor at 211 LA County.
Disclosure: Elizabeth Ruiz, CIRS has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
The target audience for this course is: entry level General Staff; in the following settings: Health and Human Services.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
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All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here