CuesandCluesEmotional orPsychologicalAbuseCorporateSecuritySexualAbuseNeglectEvokingTerminatethe CallOneBreathPolicyEscalatedCallerNaturalDisasterFinancialAbuseOARSQ-QuestionBOATHRDirectEmergencySituationJob AidAppologizeA-HABuddySystemEngagementMake aPLANPicketing ordemonstrationsClarifyingQuestionsServiceRecoveryOptumReportableIncidentFormSuicidalSituationScripting forInappropriateCallersInappropriateCallMotivationalInterviewingCuesandCluesEmotional orPsychologicalAbuseCorporateSecuritySexualAbuseNeglectEvokingTerminatethe CallOneBreathPolicyEscalatedCallerNaturalDisasterFinancialAbuseOARSQ-QuestionBOATHRDirectEmergencySituationJob AidAppologizeA-HABuddySystemEngagementMake aPLANPicketing ordemonstrationsClarifyingQuestionsServiceRecoveryOptumReportableIncidentFormSuicidalSituationScripting forInappropriateCallersInappropriateCallMotivationalInterviewing

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