Customer Contact Center Food Stamp/Family Medicaid Phase II ...

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Call Center FS/FM SUCCESS PG October 24, 2007 Introduction to Training IF SOMEONE ELSE DISCLOSES THE INFORMATION THAT WARRANTS THE REFERRAL, THEY DO HAVE THE RIGHT TO REMAIN ANONYMOUS Child Protective Services (CPS) Referral Situations Situation 1: Client comes in for a Food Stamp review and brings her two children with her. One is four and the other is six months old. Both get restless during the interview and begin crying. The client screams at the four-year-old to stop crying. You notice he screams and shrieks back in terror. You observe bruises on his cheeks and his arms. She picks up the baby and shakes her roughly also telling her to be quiet. You notice also that there are bruises on the baby’s legs. Action to be taken: Try to calm the client down and help with the children. Do not confront the client about her inappropriate behavior. Call CPS intake immediately after the interview and follow up with a Form 713. Situation 2: An absent parent for one of your clients calls you because your client asked him to verify the child support he sends to her. He is angry and tells you he does not want his child receiving any public assistance because he provides for his child. He says if DFCS wants to do something they should give custody to him because he states your client uses and sells drugs and is not providing a safe place for the child to live. He says his child (age 6) has called him numerous times to come and pick the child up. When he got there your client was “out of it”. Action to be taken: Encourage the absent parent to make the referral and transfer him to the CPS intake unit if he agrees to this. You will also need to call CPS intake. Then, follow up with a completed Form 713. Situation 3: A mother and her three children come into your office. The mother says, “I cannot handle these kids any longer and I want you to take them!” The mother insists that DFCS take the children now. The client appears agitated and upset. She starts weeping and says she is sick. She says we must take the children. Action to be taken: You alert your supervisor about the situation and then you call CPS intake to arrange for someone from Services to come right away and talk to the client. Follow up with a Form 713. PG-25
Call Center FS/FM SUCCESS PG October 24, 2007 Introduction to Training Determining Your Learning Style INSTRUCTIONS: For each of the numbered items below, rank alternatives A through D by assigning 4 to the phrase that is most like you, 3 to the one that next describes you, 2 to the next, and finally, 1 to the one that is least descriptive of you. 1. When solving a problem, I prefer to a. take a step-by-step approach b. take immediate action c. consider the impact on others d. make sure I have all the facts 2. As a learner, I prefer to a. listen to a lecture b. work in small groups c. read articles and case studies d. participate in role plays 3. When the trainer asks a question to which I know the answer, I a. let others answer first b. offer an immediate response c. consider whether my answer will be received favorably d. think carefully about my answer before responding 4. In a group discussion, I a. encourage others to offer their opinions b. question others’ opinions c. readily offer my opinion d. listen to others before offering my opinion 5. I learn best from activities in which I a. can interact with others b. remain uninvolved c. take a leadership role d. can take my time PG-26
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