QA Call Monitoring Evaluation Guide
Quality Assurance Call
Monitoring Evaluation Guide
Provided by 211 LA County
Shared at AIRS conference May 21, 2012
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QA Call Monitoring Evaluation Guide
Section 1: Call Opening
Call Opening
1. a: I & R Specialist used proper agency greeting
When to score “Yes”: When I & R Specialist uses proper agency greeting by using
all of the following:
Elements
A. Agency (211) or specialty line prompted by the phone system
B. Themselves (I & R Specialist name)
C. Offer of assistance
Sample Language:
1. “Thank you for calling 211, my name is (Specialist name), how may I
assist/help you?”
2. “2-1-1, my name is (Specialist name), how may I assist/help you?”
3. “Code Enforcement Hotline, my name is (Specialist name), how may I
assist/help you?”
When to score “No”: When I & R Specialist does not use proper agency greeting by
not using all of the following:
Elements
A. Agency (211) or specialty line prompted by the phone system
B. Themselves (I & R Specialist name)
C. Offer assistance
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QA Call Monitoring Evaluation Guide
Example
“211 may I help you?”
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QA Call Monitoring Evaluation Guide
Section 2: Assessment of need
2.a : I & R Specialist paraphrased inquirer’s request(s)
An effective paraphrase is simply summarizing key phrases or key statements to gain
understanding and to check for accuracy of the inquirer’s request.
When to score “Yes”: When an I & R Specialist achieves clarification and confirms
inquirer’s concerns and requests by summarizing key phrases used by the inquirer.
Paraphrasing can involve re-stating the question to the inquirer to ensure focus on the
main aspects of the call.


Specialist summarizes inquirer’s request using key words or phrases the inquirer
has used, to gain understanding of the request
Specialist paraphrases by restating key words or phrases to the inquirer in the
form of a question to check for accuracy
Example
Inquirer:
“I am really worried; I just received a shut off notice for my gas. I have
no money and it’s scheduled to be turned off tomorrow.”
I & R Specialist:
“Ok, you need payment assistance for your gas bill,” is that
right? Let me see if I can help you locate a referral…”
 In this sentence the Specialist summarizes the inquirer’s request using the
inquirer’s key phrases to gain understanding of the inquirers request, and to
checks for accuracy (“is that right?”) with a question…
When to score “No”: When the I & R Specialist does not confirm inquirer’s concerns
and requests and does not paraphrase the inquirer’s needs. The Specialist does not
use key phrases or keywords to confirm assurance of the inquirer’s request/needs.
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QA Call Monitoring Evaluation Guide


Specialist does not paraphrase key words or restates cues to get clarification of
the inquirer’s request
Specialist does not paraphrase in form of a question to check for accuracy of
understanding of the inquirer’s request
Example
Inquirer : I am really worried, I just received notice that my gas is being shut off,
I’m not working, I have no money and I just don’t know what to do.
Specialist:
Ok, I understand. Let me see what assistance I can find for you.
 Specialist did not highlight key words or phrases the inquirer used in the
paraphrase to confirm understanding.
2.b: I & R Specialist applied active listening throughout the call for the stated and
unstated need(s) of the inquirer
Stated need is defined as: the problem, concern, need, or specific request for help
that an inquirer presents as the reason(s) for his/her call to the I&R service.
Unstated need is defined as: the problems, concerns, or needs an inquirer has that he
or she has not specifically stated, but which are logically connected to the stated
needs, and/or for which the inquirer has provided cues or key words which hint at
additional needs.
When to score “Meets Requirements”:
Active listening is a structured form of listening
and responding that demonstrates focus on what the inquirer is saying.
This item will be scored Meets when the following is achieved:


When the I & R Specialist actively listens to the inquirer’s request(s) and
demonstrates understanding of the needs presented by the inquirer
The I & R Specialist displays active listening by properly responding to the
inquirer’s needs both stated and unstated in a timely and constructive manner
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QA Call Monitoring Evaluation Guide

I & R Specialist acknowledges and explores the inquirers most “obvious” stated
and unstated need(s) and listens for cues or logical connections to probe further

for unstated need(s) (i.e., both needs, if present , must be addressed)
When only one need (stated or unstated) is present during the call, the I & R
Specialist acknowledges and explores the one accessible need
 Conversation fragments such as “I see” are minimal encouragers that allow
the inquirer to know they are being listened to, in addition to building and
maintaining a rapport with the inquirer throughout the call.
Example- Stated Need
my
Inquirer: “I am calling to see if you can help me find someone who can talk to
trouble at
teenage son about his recent behavior. He has been getting in a lot of
school.”
Specialist: “That must be difficult. Can you tell me about his behavior?”
Inquirer: “He seems distant. He will not talk to me anymore. I think he is
hanging out with the wrong crowd.”
Specialist: “Okay, let me make sure I understand you. Your son is getting in
trouble in school, is not communicating with you and he doesn’t seem as close
to you as before. Sounds like you might be looking for counseling for him, is
that right?”
 In this example, the Specialist used a variety of skills to assess the
inquirer’s stated needs: open-ended question to gather information about
the presenting problem, paraphrased to check for accuracy, then used a
close- ended question to focus the call on an appropriate referral.
Example continued- Unstated Need
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QA Call Monitoring Evaluation Guide
Specialist: “I have provided you a few referrals for low cost individual counseling
for your son, but you also mentioned that he does not have health insurance.
Would you be interested in some additional referrals that can assist you with
that?
Inquirer: “Yes, of course. That would be very helpful. I didn’t think there were
any programs available.”
Specialist: “Based on what you’ve shared with me, you may qualify to apply
for…”
 In this portion of the call, the Specialist recognized that there might be
an underlying issue or need beyond the presented request because the
inquirer mentioned a cue (no health insurance). The Specialist explored
by asking questions after identifying that the inquirer might benefit from
other services, such as health insurance.
When to score “Partially Meets Requirements”: Active listening is a structured form of
listening and responding that demonstrates focus on what the inquirer is saying. This
item will be scored Partially Meets:

When the I & R Specialist acknowledges and responds to either the stated
need or unstated need only, and not both (i.e., both needs were present and
only one was addressed)
Example
Inquirer: “I recently lost my job and need to find an EDD office to apply for
unemployment benefits. I don’t have a car and I have 4 children, and I’m a
single father. Where can I go to apply for this?”
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QA Call Monitoring Evaluation Guide
Specialist: “No problem, Mr. Jones, I found the nearest location to the EDD
office in your area.”
(Specialist provides referral to EDD only)
 In this example, the Specialist identified the stated need but did not
explore the unstated need. Specialist could have offered emergency food
assistance or explored the option of applying for food stamps or public
benefits, in addition to offering a work source center to empower the
inquirer to search for employment.
When to score “Failed to Meet Requirements”: When the I & R Specialist does not
actively listen, respond and understand the stated and unstated need presented by the
inquirer:

When the Specialist fails to acknowledge or respond to both the inquirer’s stated

and unstated needs (i.e., both needs were present and Specialist did not address
any of them)
The Specialist fails to respond in a timely and constructive manner and does not
take advantage of gaps in the inquirer’s speech to appropriately respond to the
inquirer’s needs.
Example
my
Inquirer: “I am calling to see if you can help me find someone who can talk to
teenage son about his recent behavior…”
Specialist: “(silence)”
Inquirer: “He seems distant. He will not talk to me anymore. I think he is
hanging out with the wrong crowd.”
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QA Call Monitoring Evaluation Guide
Specialist: “I’m sorry, can you repeat that…?”
Inquirer: “I am calling to see if you can help me find someone who can talk to
my
teenage son about his recent behavior…”
Specialist: “So what is it that you are looking for exactly?”
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QA Call Monitoring Evaluation Guide
2.c: Applied proper assessment techniques
When to score “Yes”: When I & R Specialist asks pertinent and relevant questions to
determine the nature and extent of the inquirer’s situation to ensure the proper referral
is located without making the inquirer feel uncomfortable or interrogated.




Specialist draws out information to help inquirer explain requests, problems and
needs more fully and clearly
Specialist asks relevant and sufficient questions to elicit information necessary to
determine the nature and extend of the inquirer’s situation
When necessary and applicable, Specialist probes beyond the presenting problem
based on cues or key words the inquirer has used
Specialist makes an accurate assessment of the inquirer’s needs by asking
pertinent questions to elicit information necessary for an accurate referral
A strategic use of open and/or closed ended questions is always effective:
 Draw out information (open ended questions)
 Help check understanding (Closed ended questions/open ended questions)
 To determine stated or unstated needs (open/ closed ended questions)
 To determine problems, understand requests or establish needs (open
ended questions)
 To gain information and to ask inquirers to explain requests or problems
(use open questions)
 To ask for information to determine a course of action (both open and
closed questions)
 To get agreement/check for accuracy (closed ended questions)
 When paraphrasing facts or feelings ( use closed ended questions)
 To steer conversation back to focus when its gone off topic (closed
ended questions)
Sample language
General Assessment questions
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QA Call Monitoring Evaluation Guide
Open-ended questions elicit information by requiring a longer response with more
information in it; usually begins with How, Why, When, Who, What and Where






“What’s the situation?”
“Why did they stop your benefits?”
“How often does it happen?”
“What happened then?”
“Where are you living?”
“Who is caring for the children?”
Closed-ended questions elicit specific details by asking questions that can usually be
answered with a yes or no or other short answers, e.g., Did, Can, Have, Do, Is, Will
and Are
 “You are you looking for legal services today, is that correct?”
 “Do you have a place to stay tonight?”
 “Did you call them?”
 “Is that how you see the situation?”
 “Will you have transportation?”
 “Can you share with me your situation?”
 “When is your court date?”
Example
Inquirer: “My son is having problems and I need to find help for him.”
Specialist: “Absolutely, what’s your situation?
 In this example, the Specialist used open-ended questions to obtain a
more informative answer at the start of the call to ensure that s/he
understands the “big picture” of what the inquirer needs.
Inquirer: “He has been getting in a lot of trouble at school?”
Specialist: “That must be difficult; can you tell me about his behavior?”
 Specialist uses an empathy statement to connect with the inquirer and
then another open-ended question to focus the call.
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QA Call Monitoring Evaluation Guide
Inquirer: “He seems distant. He will not talk to me anymore. I think he is
hanging out with the wrong crowd.”
Specialist: “Okay, let me make sure I understand you. Your son is getting in
trouble in school, is not communicating with you and he doesn’t seem as close
to you as before. Sounds like you might be looking for some counseling for
him, is that right?”
 Here the Specialist used a paraphrase to check for understanding, and a
close-ended question to focus the call on an appropriate referral.
When to score “No”: When the I & R Specialist does not ask pertinent questions or
seek information to determine the nature and extent of the situation.




Specialist does not sufficiently draw out information to help inquirer explain
requests ,
problems and needs more fully and clearly
Specialist does not ask relevant and sufficient questions to elicit information
necessary to determine the nature and extend of the inquirers situation
Specialist does not probe beyond the presenting problem, based on the cues or
key words the inquirer uses
Specialist does not make an accurate assessment which leads to an inaccurate
referral
Example
Inquirer: “My son is having problems and I need to find help for him.”
Specialist: “Ok, let me see if I can find you some resources that can help.”
 In this example, the Specialist did not use any open-ended questions to
explore inquirers situation, and eventually leads to an inaccurate referral.
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QA Call Monitoring Evaluation Guide
When to score “N/A”: When the inquirer clearly makes a direct request that requires
no assessment or when it is evident that the inquirer does not have time for
assessment questions.
Example
Inquirer: “I just called a few minutes ago, and I forgot to write down the
telephone number to Animal Control, can you please give it to me again?”
Specialist: “Absolutely, is there anything in particular that you trying to obtain?”
Inquirer: “No, I just need the number, thank you.”
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QA Call Monitoring Evaluation Guide
2.d: I & R Specialist displayed proper Call Steering Techniques
When to score “Yes”:
When a Specialist manages the inquirers requests and needs
through proper call management and prioritization of needs.
The Specialist intentionally
uses strategies to guide the inquirer into giving the information needed for a proper
assessment and referral. If the inquirer is providing information that is too detailed, too
vague, or too off topic and therefore is not pertinent to the call, it is the Specialists
responsibility to guide the inquirer back to focus. If the inquirer has multiple layers of
need, it will be required for the Specialist to assist the inquirer to prioritize and
address the most urgent needs first.

Specialist has asked the inquirer to focus on the most important part of the
story when the conversation has lost focus or gone off topic. Specialist goes

back to keywords the inquirer used, to help get the conversation back on track
Politely interrupts the inquirer (when appropriate) by using a connecting statement
first
o For example, “Excuse me, (the inquirer may continue to speak) I know
you have a lot to say (the connecting statement), but I’d like to go back


to something you mentioned a minute ago, you said___key words___.”
Avoids encouraging the inquirer to elaborate on parts of a story that don’t make
sense, particularly if they are not relevant to the stated reason for the call
Specialist helps the inquirer prioritize their needs in a logical order, when the
inquirer has presented layers of multiple needs
Sample language:
 “What one thing is upsetting you the most about this situation?”
 “All the concerns you mentioned must be overwhelming for you. Could you tell
me what services you were hoping to get today?”
 “Could you give me a specific example of what the judge wanted you to do?”
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QA Call Monitoring Evaluation Guide
 “You’ve been talking about all of these things that have been happening to
you. What is the most urgent need today?”
 “Excuse me, (politely interrupts) it sounds like you’re going through a difficult
time; May I ask you some questions to see if I can help you with some
referrals today?”
 “Of all the things you’ve mentioned today, which one is most pressing at this
time?”
Example
Inquirer:
“I am really worried, I just received notice my gas is being shut off, I am
not working, and I have no money for food. I’m really concerned because my son
seems to be catching a cold. I just don’t know what to do. They sent me a notice
about my gas and it’s going to be cold soon, so I can’t be without heat and if they
shut off my gas, my son may become more ill. I just don’t know what to do about
this notice…”
Specialist (Politely interrupting):
all of the concerns you have.
“I can hear how worried and scared you are about
I’d like to help you address the most immediate need
today. Of all the things you’ve talked about, which one is most pressing at this time?”
(Empathy, Prioritizing and Steering techniques were used)
When to score “NO”: This item will be scored No, if during a call it is evident that
the I & R Specialist did not steer or guide the interaction back to its main
need/request, and the Specialist does not appropriately use call management techniques
when the inquirer is rambling or diverting from their initial need/request for an
excessive amount of time.

Specialist does not ask the inquirer to focus on the most important parts of the
story when the conversation has lost focus. Does not steer the conversation by
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reflecting on keywords the inquirer has stated to prevent the inquirer from going


off topic
Does not “politely interrupt” when the inquirer is rambling or inquirer makes big
statements that are hard to understand for an excessive amount of time
Specialist encourages the inquirer to elaborate on parts of the story that don’t
make sense, particularly if they are not relevant to the stated reason for the




call
Specialist does not help inquirer prioritize their needs, when inquirer has
presented layers of multiple needs
Specialist prolongs the call by inserting unnecessary conversation
Specialist repeats unnecessary information throughout the call when it is not
required
Specialist asks the same questions repetitively throughout the call
ExampleAn inquirer calls requesting eviction assistance and decides to vent to the I & R
Specialist about his/her situation for 10 minutes and the Specialist does not politely
interrupt inquirer to focus on the referral/information that can be provided.
**Note:
Average talk time is 5-7 minutes (Note: each center should determine this
according to their needs, trends, and standards).
to be longer when appropriate and needed.
techniques is always applicable. **
There may be occasion for talk time
However the use of proper call steering
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Section 3: Service Information/Referral Competence
3.a: I & R Specialist avoided giving advice/personal opinions
When to score “Yes”: When I & R Specialist is non-judgmental while listening and
providing information and referrals to the inquirer. Specialist avoids self-disclosure and
maintains a professional manner.
Safely Surrender ExampleInquirer: “I just gave birth and I’m torn between keeping and surrendering my
baby. What do you think I should do?”
Specialist: “I’m not at liberty to give you advice however; we have resources
that can assist you in making that decision.”
Code Enforcement Example-
Inquirer: “I have a neighbor that has a garage converted into a small apartment
and is making extra money on the side collecting rent. I think it’s a good idea.
What do you think if I just convert my garage too?”
Specialist: “I can’t give you my opinion on that, but what I can suggest is that
you contact your local building and safety office or planning department and
verify whether that is permitted in your area.”
When to score “No”: When I & R Specialist is judgmental in regards to the inquirer’s
need or concern. Specialist discloses personal information. This item will be scored a
NO if Specialist displays this mannerism by making statements such as:
 “What were you thinking?”
 “That was not a smart thing to do.”
 “You should have called earlier.”
 “You should know better than that.”
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QA Call Monitoring Evaluation Guide
 “Well you know those government workers… they don’t really know much
anyway.”
 “I used to receive public benefits, and I never disclosed that type of
information.”
Safely Surrender ExampleInquirer: “I just gave birth and I’m torn between keeping and surrendering my
baby. What do you think I should do?”
Specialist: “You should keep your baby because later on you will regret it.”
“Are you married?”
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QA Call Monitoring Evaluation Guide
3.b: Sufficient referrals were provided to the inquirer
When to score “Yes”:
When I & R Specialist provides at least two (2) referrals when
available for each need so that the inquirer has a range of options unless clearly
communicated by the Specialist that there are limited resources.



Specialist provides at least 2 referrals that met the inquirer’s needs for each
need presented
Specialist clearly communicates that less than three referrals were available in
the inquirer’s area
Specialist applies professional judgment to determine the number of referrals to
provide to the inquirer when “Multi-needs” have been presented, and to avoid
overwhelming the inquirer with excessive referrals. Specialist clearly communicates

the reason to the inquirer
Example:
Inquirer is crying and upset, and has layers of multiple needs:
assistance, utility assistance and is unemployed.
food, rental
Inquirer has indicated that all of them
are urgent and requested help for each one of them.
Specialist:
Ok, let me see what referrals I can find for you. I’d like to start off by
giving you at least two referrals for each of the items you mention, so that I don’t
overwhelm you with information. If these referrals don’t work out, you can call us back
at any time.
 Inquirer has multiple layers of need, Specialist is careful not to overwhelm
inquirer with information. Specialist provides sufficient referrals and clearly
communicates to the inquirer the reason for providing less than two (2)
referrals.
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QA Call Monitoring Evaluation Guide
When to score “No”:
When I & R Specialist provides less than two (2) referrals for
each need when available in our database. Specialist does not provide inquirer with a
range of options and does not clearly communicate that there are limited resources.



When there were multiple referral(s) that met the inquirer’s needs and less than
three referrals(s) were offered
When it is not clearly communicated to inquirer that there are less than two (2)
referrals available in our database
Specialist does not apply professional judgment to determine the number of
referrals to provide to the inquirer when “Multi-needs” are present. Specialist
overwhelms inquirer with excessive referrals
When to score “N/A”:
When I & R Specialist offers to identify additional referrals but
inquirer declines. When the call requires information only, and there was no actual
referral provided to the inquirer.
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QA Call Monitoring Evaluation Guide
3.c: I & R Specialist provided accurate and appropriate information and/or referral(s) to
the
inquirer.
When to score “Yes”: When I & R Specialist provides a referral, which meets the
need(s) of the inquirer AND provides pertinent information about the referral. Must
include:
-
Name of organization
-
Site/Service Hours
-
Address, including cross streets (if available)
-
Specialist offers referrals adjacent to the inquirer’s zip code/area if
-
Phone Number
there are no service restrictions preventing inquirer from obtaining
services from the agency, organization, or program and
transportation was not an issue.
-
Information about the referral which would be necessary for inquirer
to know before providing the referral
When to score “No”: When I & R Specialist does not provide an appropriate referral
and/or does not provide pertinent items needed for the inquirer to access services.
-
Name of organization
-
Site/Service Hours
-
Phone Number
-
Address, including cross streets
Information about the referral which would be necessary for the
inquirer to know before providing the referral
Specialist offers referrals that are not adjacent to the inquirers zip
code/area and service restrictions applied.
Provides information that is clearly not applicable to the inquirer.
One or more of the following can classify an appropriate referral:
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- Inquirer asked for a soup kitchen (a hot meal was requested) and the Specialist
provided a food pantry.
- Specialist provides a referral to a food pantry that has geographic restrictions, which
the inquirer does not meet.
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3.d: I & R Specialist completed data collection
When to score “Yes”:
When I & R Specialist asked and recorded zip code of
inquirer and collected the appropriate data according to the line the call was
received.
The following service lines have required data collection questions:

General 211 I & R calls
(Specialize this list according to your agency requirements)
Example:
 Is this the first time that you call 211?
 How did you hear about 211?
 If the inquirer volunteers the information that they are a long time inquirer,
there is no need to inquirer further
 When asking Data Collection questions, it is important to be sensitive as to
how some types of questions are presented. To avoid any misconceptions, it
is necessary to ask the standard questions:
 For example, a long time inquirer might be offended if asked, "Are you a
long time inquirer?" because it implies constant need of services.
*This list may be expanded if there are new service lines added in the future.
When to score “No”: When I & R Specialist does not ask the required questions on
the service lines that require data collection:

General 211 I & R calls
(Specialize this list according to your agency requirements)
*This list may be expanded if there are new service lines added in the future.
Example:
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 Is this the first time that you call 211?
 How did you hear about 211?
 Inquirer does not volunteer the information
 Does not ask the standard questions to avoid any misconception.
When to score “N/A”: Data collection is not required on the following service lines:
(Specialize this list according to your agency requirements)






Taped Library calls
Incomplete calls
Inquirer is seeking payphone refund
Out of County calls requesting referrals outside LA County
Repeat inquirer who have called earlier seeking (HIV) motel vouchers
APS Calls
Section 4: Delivery of Service
4.a: Tone was appropriate
Tone refers to the tone of voice the I & R Specialist uses when providing service
to an inquirer.
When to score “Yes”: When I & R Specialist uses an engaging tone of voice that is
appropriate to the type of call. The Specialist’s pace of words matches those of the
inquirer while encompassing acknowledgement, warmth and friendliness.



The overall tone of the call must be appropriate and cause no discomfort to
the inquirer
Specialist’s tone of voice establishes rapport
An appropriate tone of voice can include but is not limited to:
o Courteous
o Helpful
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o Enthusiastic
(when applicable)
o Patient
o Understanding
o Respectful
o Pleasant
o Focused
 The Specialist’s tone of voice is considered throughout the call; however
tone may fluctuate if and when a call becomes a crisis.
 Not all types of “tones” will need to be incorporated on every call
When to score “No”:
When I & R Specialist does not use an engaging tone of voice
and the pace of words does not match those of the inquirer. Specialist’s tone does
not encompass acknowledgement, warmth and friendliness.



The overall tone of the call was deemed inappropriate and/or caused discomfort
to the inquirer
Specialist’s tone of voice negatively impacted the call flow
An inappropriate tone of voice can include but is not limited to:
o Argumentative/ rude / disrespectful
o Condescending / sarcastic / patronizing
o Harsh / mean / curt
o Unfriendly / unwelcoming
o Bothered / aggravated
o Distracted / unfocused
o Hurried / impatient
o Uninterested / bored / unresponsive
 The Specialist’s tone of voice is considered throughout the call.
4.b: Speaking voice was clear
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The I & R Specialist must speak clearly and enunciate when conveying important
information and referral resources to the inquirer.
When to score “Yes”: When the Specialist is clearly understood by the inquirer and
call monitor when providing information and referral(s) to the inquirer.
When to score “No”: When the Specialist is not clearly understood by the inquirer and
the call monitor, as illustrated by the following examples:







Soft speaking voice
Speaking very fast
Mumbling
Eating (chewing) or drinking
Cell phones, music, paper shuffling.
Not speaking directly into the phone headset
Engaging in conversation with someone other than inquirer not related to helping
the inquirer
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QA Call Monitoring Evaluation Guide
4.c: I & R Specialist displayed empathy appropriate to inquirers situation
Empathy is defined as being able to understand the feelings of another individual and
being able to envision one’s self in that particular situation.
When to score “Yes”:
When I & R Specialist acknowledges the inquirer’s feelings,
and uses validating phrases or reflections of feeling that affirms inquirer’s situation.

Specialist used appropriate empathy or validating statement
Sample language
Empathy and validating statements; Specialist is not limited to this sample language:
o “Your right, times are very difficult. Let’s see what we can do for you today.”
o “It makes sense that you feel______.”
o “Your feelings are understandable and I’m glad you called.”
o “From what you’ve been saying, it makes sense that you’re angry.”
o “You’ve been talking about how difficult this has been for you, because of your
husband’s drinking problem. It seems very understandable that you would feel
uncomfortable having your children home alone with him when he’s been
drinking.”
o “So you’re going back to school to get your diploma, how exciting!”
o “That experience could be overwhelming.”
o “I’m so sorry that you’re going through that…”
Examples:
1. Inquirer: “My father just passed away two days ago and I need some financial
assistance.”
Specialist: “I can imagine how difficult this must be for you; let me check to
see what
assistance is available.”
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QA Call Monitoring Evaluation Guide
2. Inquirer: “I don’t know what to do anymore. I’m just so worried about my
daughter.”
Specialist: “Your feelings are understandable and I’m glad you called today.”
*Empathic statements can be articulated using a warm tone of voice to
effectively connect with inquirer.
When to score “No”: When I & R Specialist does not acknowledge the inquirer’s
feelings or does not use validating phrases that affirm the inquirer’s situation.

Specialist does not validate the inquirer’s situation or concern and/or disregards
the inquirer’s emotional state (These are only extremes, but all kinds of

emotional states in the middle should be acknowledge, too)
Specialist does not use appropriate empathy or validating statement (A minimal
encourager is not considered a validating statement )
Samples of inappropriate empathy/validating statements:





"Um-hm, let me get you that referral.”
“Hmm, interesting…”
“Wow!”
“Awww…”
“Oh no…”
Example:
1. Inquirer: “My father just passed away two days ago and I need some financial
assistance.”
Specialist: “Ok, here’s a number that you can call…”
2. Inquirer: “I don’t know what to do anymore. I’m just so worried about my
daughter.”
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QA Call Monitoring Evaluation Guide
Specialist: “Wow! I may have some information for you.”
When to score “N/A”: When the inquirer is seeking general information and there is no
expression of emotion during the call.
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QA Call Monitoring Evaluation Guide
4.d : Appropriate hold procedures were used
When to score “Yes”: When I & R Specialist uses appropriate hold procedures and
includes all the elements listed below:



Informs inquirer of reason for the hold
Asks permission to put the inquirer on hold and waits for a response
Reconnects with inquirer within 60 seconds. If Specialist specifies a time on
hold the “60 second” rule does not apply. (The standard time for a hold is 60
seconds, if it’s going to exceed 60 seconds, the Specialist must set a time


expectation)
Specialist thanks the inquirer for holding each time they are placed on hold
Uses appropriate phone state “hold button”
The following are examples of statements Specialist can use:
1. Specialist: “Can you please hold a moment while I search our database for this
information.”
Inquirer: “Yes, of course.”
2. Specialist: “Can you please hold for 1-2 minutes while I search our database for
this information.”
Inquirer: “Yes, of course.”
When to score “No”: When Specialist does not use appropriate hold procedures and
omits any of the elements listed below:


Specialist does not inform inquirer of reason for hold
Does not ask the inquirer permission to put them on hold and does not wait
for a response
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QA Call Monitoring Evaluation Guide

When Specialist does not reconnect within 60 seconds and no time expectation
was set with the inquirer. (The standard time for a hold is 60 seconds, if it’s


going to exceed 60 seconds, the Specialist must set a time expectation)
Specialist does not thank the inquirer for holding each time they are placed on
hold
When Specialist disconnects headset or uses Mute button as a substitute for
hold, or does not use appropriate phone state “hold button”
When to score “N/A”: When I & R Specialist does not place the inquirer on hold at
any time during the call.
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QA Call Monitoring Evaluation Guide
Section 5: Call Closing
5. a: I & R Specialist offered inquirer further assistance
When to score “Yes”:
When the I & R Specialist has offered further assistance
before transferring or ending the call to ensure that the inquirer’s questions or concerns
were answered.
Sample Language:
 “Do you have any other questions?”
 “Is there anything else I can assist/ help you with?”
 “Will there be anything else I can assist you with today?”
When to score “No”:
When I & R Specialist does not ask if the inquirer needs
further assistance before transferring or ending the call.
When to score N/A:




Call is a crisis call
Call ends prematurely (hang up / disconnected by inquirer or the Specialist
appropriately disconnects due to inappropriate behavior by the inquirer)
Call is conferenced to external agency
Inquirer makes a statement - indicating that they got what they needed and
wish to end the call (i.e. “I think that’s it”).
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QA Call Monitoring Evaluation Guide
5. b : I & R Specialist used proper call closing
When to score “Yes”: When I & R Specialist concludes the call by using the following
elements:
 Thanks the inquirer
 Agency ( 211) or specialty line prompted by the phone system
 Informs inquirer to hold for a brief message (automated survey) (if this feature
is being used by your agency)
Sample language:
 “Have a nice day and thank you for calling 211.”
 “Have a good evening and thank you for calling 211.”
 “Thank you for calling the Code Enforcement line, please hold for a brief
message.”
 “Thank you for calling the Safely Surrender Hotline.”
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QA Call Monitoring Evaluation Guide
When to score “No”: When I & R Specialist does not conclude the call by using the
following elements or call ends abruptly.
 Thanks the inquirer
 Does not use the Agency ( 211) or specialty line prompted by the phone
system
 When Specialist does not advise inquirer to hold for a brief message (automated
survey) (if this feature is being used by your agency)
When to score “N/A”: When call has ended prematurely due to technical difficulties or
when inquirer has disconnected the call before the Specialist can conclude the call
with a proper closing.
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