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Client Support Knowledge Quiz

A collage of diverse people on phone calls, highlighting various assistance services, with symbols for rent, utilities, and community support in a vibrant, engaging style.

Client Support Knowledge Quiz

Welcome to the Client Support Knowledge Quiz! Test your understanding of the processes and guidelines related to assisting clients in need of support services. This quiz is designed for team members to refresh their knowledge and ensure they provide the best help possible.

12 multiple-choice questions
Score your knowledge on client assistance procedures
Improve your skills in helping clients

12 Questions3 MinutesCreated by HelpingHands42

What is the timeframe for a client to return to Jewish Families after receiving help?

Every other calendar year

6 months

13 months

1year

How often should you complete the Veteran Intake on a Vet call?

Every call

Only when seeking rent/light assistance

Inquiring about Veteran benefits

Never

What are the steps for logging a call as a Call back?

Update Call Type and Phone number that client called in on.

Update phone number to client's number.

Update Call Type and client's phone number

Update Call Type.

An Unmet need should be captured when there is no resource provided the client.

True

False

A client can only go to COJ if they are seeking help for a rental deposit.

True

False

What is the process for placing a caller on hold?

Ask client's permission then wait for a response.

Tell the caller to give you a minute

Advise the caller that you need to do some research

Just put them on hold

What is the proper greeting when answering I&R Calls

Thank you for calling 211. My name is _____. How may I help you?

You've reached 211. How may I help you?

Hello. What type of assistance are you looking for?

Thank you for calling 211. My name is Glorilla.

Can I get a direct referral for utility assistance if in the caller's mother's name if they live with me?

Yes

A client can receive a direct referral for rent and utilities at the same time.

True

False

A client on SSDI can receive a direct referral if they have a documented crisis.

True

False

COJ accepts walk-ins M-F for rent and utility appointments.

True

False

A client is on Section 8/HUD but his/her lights are disconnected. Can they get a direct referral?

Yes, for Catholic Charities or DESC only

Yes, to any agency

No one will assist.

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