Here is the form used by the test caller. We need to ace every object to pass the test call.
WORKSHEET
FOR TEST-CALLERS TO THE ACCESS TOLL FREE NUMBER
(FY 2007-2008) Shared by ACCESS
YOUR NAME:
NAME USED WHEN MAKING TEST CALL:
NAME OF COUNTY MHP:
TOLL FREE NUMBER CALLED:
DATE AND TIME OF TEST CALL:
TEST CALL INFORMATION
Reason given for the call (why are you requesting mental health
services?)
RESULTS OF THE TEST CALL
- Approximately how many times did the phone ring before being
answered?
- How did the staff answer the phone (greeting)?
- If known, what was the staff’s name?
- Did the staff ask for your name?
- Did the staff ask if you are a Medi-Cal beneficiary or calling
on behalf of a Medi-Cal beneficiary?
- When applicable, did the staff inquire about your situation
being an emergency, crisis or urgent?
- Did you receive the information and assistance that you
requested?
- What was the disposition of the call? Were you given helpful
information, referrals to County Mental Health or outside
agencies? If yes, what agency?
- How long was the call?
- When applicable, was the staff knowledgeable about the process
for obtaining a list of Mental Health Providers? Beneficiary
booklet?
OVERALL RESULTS OF THE TEST CALL
- In general, were you satisfied with the services and
information you received? Y/N
- Were there any barriers to you access/obtaining services? Y/N
- Was your call logged by the MHP (name, date, disposition)? Y/N
- If the call was made in a language other than English, were
satisfactory efforts made to provide you with information in
your language?
- Language used:_____________
YOUR COMMENTS REGARDING THIS TEST
CALL EXPERIENCE
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Here is the State Medi-Cal Test Form Summary
https://drive.google.com/file/d/0B8tWPS2BM-8OajlHeDhQNmZ2dTBERlRHUi1NcjhPOFpRUE9N/edit?usp=sharing
