ClarifyingQuestionsA-HATerminatethe CallMotivationalInterviewingSuicidalSituationQ-QuestionMake aPLANHRDirectEngagementInappropriateCallEmotional orPsychologicalAbuseServiceRecoveryCuesandCluesSexualAbuseScripting forInappropriateCallersPicketing ordemonstrationsOneBreathPolicyAppologizeBOATEmergencySituationJob AidNaturalDisasterBuddySystemCorporateSecurityEscalatedCallerOptumReportableIncidentFormOARSFinancialAbuseNeglectEvokingClarifyingQuestionsA-HATerminatethe CallMotivationalInterviewingSuicidalSituationQ-QuestionMake aPLANHRDirectEngagementInappropriateCallEmotional orPsychologicalAbuseServiceRecoveryCuesandCluesSexualAbuseScripting forInappropriateCallersPicketing ordemonstrationsOneBreathPolicyAppologizeBOATEmergencySituationJob AidNaturalDisasterBuddySystemCorporateSecurityEscalatedCallerOptumReportableIncidentFormOARSFinancialAbuseNeglectEvoking

Annual Refresh Training - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Clarifying Questions
  2. A-HA
  3. Terminate the Call
  4. Motivational Interviewing
  5. Suicidal Situation
  6. Q-Question
  7. Make a PLAN
  8. HR Direct
  9. Engagement
  10. Inappropriate Call
  11. Emotional or Psychological Abuse
  12. Service Recovery
  13. Cues and Clues
  14. Sexual Abuse
  15. Scripting for Inappropriate Callers
  16. Picketing or demonstrations
  17. One Breath Policy
  18. Appologize
  19. BOAT
  20. Emergency Situation Job Aid
  21. Natural Disaster
  22. Buddy System
  23. Corporate Security
  24. Escalated Caller
  25. Optum Reportable Incident Form
  26. OARS
  27. Financial Abuse
  28. Neglect
  29. Evoking