Talisha Case Study

Empathy-(0:55) There was an opportunity to offer empathy to the client. Any time the client calls in with concerns regarding stopping the loan process, we should dig deep and empathize to show care and concern. ( I'm sorry to hear you are looking to stop the loan process

She does a good job digging deeper in regard to the rep whom she expected the call from and how the $600 fee would be waived.

Focus: Taliana will adjust to the new home and comply with all home and school rules.

On March 8, 2016, I was assigned this case to follow up. This case involves Ms. Talia Karina Barillas a sixteen year old T.C. Williams High School student. I had previously been assigned runaway cases involving Talia in 2015. Talia left for over 30 days during the summer and was located at school unharmed. During previous follow up an LBGQT issue was the school was going to assist her with services.

Focus: Taliana, Mrs. Clark (MHS) and Ms. Smalls (MHP) review and sign Individual Plan of Care (IPOC).

- Missy does a nice job executing on the strong intro with the team member and client, this is good for consistency.

She politely requests to speak with the client to verify and offers empathy for the additional verification.

- Empathy. (1:10 - 1:22) The client advises that she misplaced her codes and called in earlier to retrieve them on her phone, but it didn't work. Brandon misses the opportunity to offer our client empathy for the inconvenience. We do this, to ensure our clients know that we heard them and that we care. For example: "I'm sorry to hear that you've had to call us twice for this, we know that your time is important..."

Empathy (0:15) ( 0:40) There were moments to offer empathy to the client upfront in the call when she expressed frustration. Consider using the ARP skill to respond to the client's concerns to ensure the

I did assumed that was an illegal act for the reason that she was transferred to another hospital quickly right after they asked her for her insurance card. Also, maybe she was transferred because the hospital did not have the capability to treat the emergency that she had. I will also advise her to gather all the information about EMTALA for her to investigate if the hospital did an illegal action.

Focus: Taliana and her family will learn and utilize healthy communication skills to move towards reunification with biological family. Ms. Smalls (MHS) and Mrs. Clark (MHS) discuss court outcomes and Taliana’s recent behaviors.

Empathy- (5:17) (6:33) (10:38) Maggie offered empathy in the call, but there were other opportunities to offer empathy to acknowledge the client's concerns in the moment they were provided. This shows the client that we understand how they are

I feel like I was on track with my empathic response because the client was talking more about how he was feelings.

Since the first day that I walked into the call canter to shadow Zury until now, I have seen her go out of her way to help myself and another contractor whether she was on a call, a break, or lunch.

- Empathy. (1:00) The client explains that he has not received confirmation of a wire transfer that was supposed to be completed the previous day. Ayanda misses this opportunity to provide the client an empathetic acknowledgment. We do this to help demonstrate that we're listening and that we care. Try: "I completely understand your concern with that wire transfer, Mr. Shaw. I'll be more than happy to help you today..."