Client Support Knowledge Quiz
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
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
No
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
No
Yes, to any agency
No one will assist.
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