BIG QUIZ

Big Quiz

This quiz was prepared to help you test or refresh your knowledge.

Read the below scenarios, answer the questions and you will be able to see instant feedback on your answers.

The quiz is anonymous and your answers will not be stored.

Question 1
Mrs X called and asked if she could hire a wheelchair. You will (one correct answer):
- Signpost to Mobility Aids
- Create a local referral
This is correct

Use the signposting page to help the caller find their local Mobility Aids. You can also provide the national number, so they can be redirected to a local branch or leave a voicemail and someone will get back to them.
This is incorrect - try again
Question 2
Mr D. called and is asking for Hospital Transport for an urgent appointment. He says he hasn't contacted anyone else yet, but heard that BRC helps. What will you do? (more than one correct answer)
- Create a local referral
- Signpost to NHS Responders
- Explore all other options (friends, family, taxi etc.)
This is correct

The caller hasn't spoken to anyone else yet, so we can enable him to explore other options, like friends, family, neighbours, speaking to their GP or even a taxi, as some of them might be willing to pay for the journey. We also signpost them to the NHS Responders.

Only if none of the above proved to be helpful, we would refer the caller to the local area (if the area offers transport, check on Local Referrals page).
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Question 3
Lidiya Robert called and said she had called us before and would like to follow up on her case, that was referred to a local team. When you search for her details in the database, you see a similar entry spelled as “Lidia Robert”, what will you do? (more than one correct answer)
- access the record anyway, it must be the same person
- ask the caller to confirm at least two other personal details (e.g., postcode, 1st line of address, phone number) at least one piece of information about the previous call (e.g., when they called us, signposting services provided or type of referrals made)
- update the caller's name in the record and make a note of the change in the case notes
This is incorrect
This is correct

To avoid confusion and ensure we are complying with data protection regulations we should ask the caller to confirm the details we hold for a contact before we update their record.

Remember: No information should be given to a caller until they have completed the verification process.

Updating the spelling of the name (or any other details) is important, so we can provide up to date information to the local teams.
Make sure you make a note of the changes: what it was before, what you changed it to and why (e.g., the caller confirmed this was not the right spelling, the caller changed address/phone number etc.)
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Question 4
You receive a call from Mr T. He says he called this morning, asking for emergency support with food, but hasn't heard anything back yet. What will you do? (choose one answer)
- Create a new case with a food referral
- Update existing case notes and add another local referral
- Update existing case notes
This is not correct

We should not create a new case for the same type of request, unless it's older than 5 days.
If the case came through this morning, we need to allow the local team time to action. Double check if their phone number is correct (wrong phone number may be the reason why they haven't called yet) and manage their expectations.
This is not correct

You don't need to create a new local referral, as one already has been created and sent through to the local team.
This is correct

That's right! Update the case notes of the existing case, double check the caller's phone number (wrong phone number might be the reason why they haven't called yet) and manage their expectations.
Question 5
The caller is telling you about their recent negative experience with a hospital appointment. You had a very similar experience in the past. Will you: (choose one answer)
- Share your experience, as you felt exactly the same as the caller
- Listen to the caller and give them space to express their feelings, without sharing your experience
This is correct

We need to remember about the professional boundaries and give the caller space to talk about their experiences and feelings. Sometimes everyone needs a bit of a rant, and it might make them feel better if you just listen.
This is incorrect - try again
Question 6
The person who called, seems to be a repeat caller and asks if he can speak to George (one of the operators, who is currently on the shift). Would you: (choose one answer)
- transfer the call to George
- tell the caller to call again, so maybe George will answer
- manage the caller's expectations and tell him that you are also happy to talk to him
This is incorrect - try again

We should not promote dependency of our callers on one operator. George might be currently on another call, on a break etc. Even if he is on the shift, we should not disclose that to the callers.
This is incorrect - try again

We should not promote dependency of our callers on one operator. George might be currently on another call, on a break etc. Even if he is on the shift, we should not disclose that to the callers.
This is correct

We should not promote dependency of our callers on one operator. George might be currently on another call, on a break etc. Even if he is on the shift, we should not disclose that to the callers.
Question 7
The caller is an Asylum Seeker and would like help with translating and filling out some documents. What will you do? (more than one correct answer)
- Collect personal details
- Signpost to a local Refugee Service
- Signpost to the Migrant Help line
This is correct

Yes, you can offer these two signposts to the caller. As it is a signposting activity, you don't need to collect the caller's personal data.
This is incorrect - try again
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Question 8
The caller is a Refugee and was given our number by the Migrant Helpline. She has life necessities for the next few days, but needs some more financial support. When you provide her with the Refugee Support number, she says she has no credit on her phone. What will you do? (more than one correct answer)
- Collect personal details
- Transfer a call to a relevant Refugee Service
- Create a local signpost and highlight the issue of no credit in the summary notes, so the Operational Support Team can pass the case to the RS team
This is partially correct - try again
This is partially correct - try again

You should not be transferring calls to Refugee Services or to any other service, as this might cause you being 'tied up' to a call until someone on the other line answers.
This is partially correct - try again

You should not be transferring calls to Refugee Services or to any other service, as this might cause you being 'tied up' to a call until someone on the other line answers.
This is partially correct - try again

You should not be transferring calls to Refugee Services or to any other service, as this might cause you being 'tied up' to a call until someone on the other line answers.
This is partially correct - try again
This is incorrect

You should not be transferring calls to Refugee Services or to any other service, as this might cause you being 'tied up' to a call until someone on the other line answers.
This is correct

Yes, that's right. You will need to create a local signpost and make it clear in the case notes for the Operational Support Team, that the caller has no money on their phone to call a local Refugee Service. The OST will pass the case to the RS via email, hence you will need to collect the caller's details, so the RS will be able to contact them back.

Please use this solution only when the caller has no credit and no other way to contact the RS (e.g., email, using someone else's phone).
Question 9
Mr Z called and mentioned that he called previously, around 2 months ago, and requested a medication pick up. However, today he felt a bit down and just wanted to talk. Will you: (choose one answer)
- Record this call as a case for anonymous record
- Record this call as a new case in his records
- Record this call as an update on the previous case in his records
This is correct

Today's call has nothing to do with the previous one, so we will record it as a new case. As the caller only wanted to talk, there is no need for us to collect personal data, or attach the case to his existing record - so we will record this as an anonymous call.
This is incorrect - try again
This is incorrect - try again
Question 10
What should you do at the end of the shift? (more than one correct answer)
- Join the debriefing (or arrange one with supervisor if on a part shift)
- Log out of the systems: Mitel, Dynamics 365 and OneLogin
- Destroy any notes you might have taken
- Delete any numbers that may show in your phone history
- Delete messages in the official WhatsApp group and mute the group
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Thank you for completing the quiz!

We hope that the quiz helped you to test or refresh your knowledge and will help you in your role as an operator.
You can revisit the quiz in the future and complete it again.

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BIG QUIZ

Big Quiz

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Thank you for completing the quiz!

We hope that the quiz helped you to test or refresh your knowledge and will help you in your role as an operator. You can revisit the quiz in the future and complete it again.

We hope that the quiz helped you to test or refresh your knowledge and will help you in your role as an operator.
You can revisit the quiz in the future and complete it again.