Select the fair and honest responses to the following scenario. Check all of the boxes that apply.The mental health hotline receives a wide range of calls from people who are considering getting help from a doctor to people who are experiencing life-threatening situations. The call center employee is a caller’s first point of contact; this employee directs all calls to the appropriate medical professional.

A call center employee should treat callers respectfully, protect their privacy, and help them reach appropriate care. Speaking calmly and directing the caller to a medical professional who can help is fair and supportive, as is explaining the referral process clearly and checking for questions. Joking about a caller’s personal problems or discussing other calls with a caller is not respectful and can violate confidentiality.

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