CT Choice Training Form

CT Abortion Rights Information Line (Training 8/4)

1Call Info

2Caller Questions

3Survey

Call Center Agent Name(Required)

Incontact ID(Required)

End Call Prompt

To be used if a caller is anti-abortion, crisis, or any other reason you need to end the call early please select the appropriate option and provide notes on why the call was ended earlier.

Call Type(Required)

Use this field to distinguish between an initial call or a call back request.

Live Incoming Call

Call Back

Caller Interrupts/Caller has a question

Caller has a question

Click if the caller starts the call off by asking you a question before you obtain demographic info.

Call back status(Required)

If you are providing a call back please check appropriate box if call is not answered.

Caller Answered

Left Voicemail

Number not in service

Unable to leave voicemail

Caller unavailable

Caller Interrupts/Questions

If the caller starts off by asking you a question before you obtain demographic info, please say the following:

I’d be happy to answer your questions regarding
(REPEAT THE QUESTION BACK TO THEM SO THAT THEY KNOW YOU HEARD THEM)

I need to ask you a few questions so that I can provide you with the best information available.

Write the question below and move to next portion of script.

Use if you receive the callers voicemail; Hello, this is your requested return call. Please feel free to contact us at 866-CTChoice Monday – Friday, 8am-4:30pm. Have a great day.

Call Screening and Assessment

Note:Please remember to speak slowly and clearly when reading the responses below.

Thank you for calling the Connecticut Abortion Rights Information Line. My name is (First Name) and I would be happy to assist you.
I would like to start by asking a couple of quick questions to better guide the call.

Hello, my name is (First Name) from the Connecticut Abortion Information Line. You recently requested a call back and I would be happy to assist you today. I would like to start by asking you a couple of quick questions to better guide the call to provide the best information and/or referral.

Can you please tell me the language you feel most comfortable speaking in?(Required)

Thank you. Can you please hold while I connect with an interpreter who can assist to provide you with the best information? Thank you.

Language Line Instructions

Use Conference Hold to place the limited English speaker on hold.
Dial: 1-800-822-5552
Please the provide the representative:
Access Code: 5 7 4 1 0 0 (if you are asked for a Client ID provide 863882)
Provide the representative with the language needed and your:
6 Digit Employee ID # 3 Digit Program #
An Interpreter will be connected to the call.

Brief the Interpreter. Summarize what you wish to accomplish and give any special instructions.

ADD THE limited-ENGLISH SPEAKER to the line.
Say “End of Call” to the Interpreter when the call is completed.
NOTE: When placing a call to a limited-English speaker, begin at Step 2. If you need assistance placing a call to a limited-English speaker, please inform the interpreter at the beginning of the call.

Tele Interpreter ID Number(Required)

Please continue the call by completing the remainder of the form with the Tele Interpreter

Link to Training Guide (not working yet)

United Way Forms

CT Abortion Rights Information Line (Training 8/4)

Call Screening and Assessment

Information Section

Informational Section