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Scripts
Consent for storing data
High Intensity Callers
Language Line script
Inappropriate or abusive callers
Call backs (voicemails and other outbound calls)
Managing calls towards the end of the shift
Caller Feedback Script
Language Line
Safeguarding process
Refugee Services
Crisis Updates
Ukraine Updates
Quality Assurance workshop recordings
26/01 Workshop
27/01 Workshop
Quality assurance documents
QA Workshop Slides
QA Guidelines
QA Form