What are test callers looking for?

The test callers are looking for the following.
1) You have basic knowledge of the mental health agency. For example, the phone number, and address and some of the services provided at the agency. This information is summarized at the beginning of each chapter in the NightWatch binder.
2) You gather full name and phone number about the caller and the person at risk so that the Mental Health Agency can follow up during business hours.
3) If the caller declines to provide information, then note in your write up that caller declined giving their contact information.
4) You offer language line service
5) You assess the caller’s needs and emotional state. Is the caller in crisis? Is the caller suicidal or homicidal?
6) Ask the caller if they want to know how to receive services. “Would you like to know how to obtain services?” You explain to the caller how they can get help and offer them the address. “You can receive services after an assessment is made.” The address can be found in the NightWatch Times and Greetings and on the first page of each NightWatch Chapter.
7) You write up the call with information about what the caller needed and what you said to the caller where they can get services.
8) If the caller is looking to make a complaint, “__________County has a problem resolution process to help resolve your concern. Forms are available at the office or we could mail you one. Would you like me to send you a form?”

Please take the time to go over with your shift partners these protocols.
It will be good to do a roleplay with each of your shift mates.