HVTP ASSESSMENT OLD – ChildLine Trinidad & Tobago

HELPLINE VOLUNTEER TRAINING PROGRAMME

FINAL ASSESSMENT & EVALUATION

You can attempt any of the 3 sections in any order.
Please attempt ALL questions.
Please ensure your name and correct email address is added at the end of the assessment.

Tap or click the section header to attempt that section. Review your answers when complete.

1. Multiple Choice
2. True/ False
3. Structured Questions

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Section 1: Multiple Choice.
Please choose the correct answer.

1. A child is said to be in need of care and protection where the child is:
a. ill-treated or neglected in a manner likely to cause him/her suffering or injury to health
b. destitute or is wandering without any settled place of abode and without visible means of subsistence
c. is lost but had not been abandoned by his/her parent or guardian
d. is found loitering for the purpose of begging or receiving alms

1. A child is said to be in need of care and protection where the child is:

A and C

B, C and D

A, B and D

All of the Above

2. When engaging in active listening use verbal and non-verbal signs however on the helpline mostly verbal signs are utilized. What are some verbal signs of active listening?

Summarization about what was discussed and questioning to gather more information/ to get a better understanding of the issue.

Making eye contact with the client, stopping the client from speaking to get clarification about something said.

Mirroring facial expressions of the caller and smiling at the caller.

Reflecting/paraphrasing what was said and maintaining eye contact.

3. What is ChildLine about?

ChildLine is an NGO founded in 2005. CL is dedicated to the protection and wellbeing of all children and persons up to the age of 25 years in T&T.

ChildLine is an organization under the Office of the Prime Minister and was founded in 2003, ChildLine seeks to ensure the welfare and protection of all Trinidadian children.

ChildLine is an NGO founded in 2002. ChildLine is dedicated to the protection and wellbeing of all children and persons up to the age of 25 years in T&T.

ChildLine is an organization founded in 2001 that deals with cases of abuse and provides counselling to persons within T&T.

4. When do you create a contact card for the client?

Once the client’s information is retrieved such as name age and location then contact card should be made.

After the client’s name and number are searched and no results are shown on the CRM with the client’s information whatsoever.

Only when the client’s name is searched, results are found however the spelling of the client’s name differs.

Only after the client’s number is searched on the CRM and there is no previous history of calls.

5. Which on of the following BEST describes a caller in crisis and requires a form of crisis intervention?

Natural distastes, Failure of exam, Single dispute with neighbour

Self-harm, Loss of Job, Death of a family member

Limited resources to sustain life, confirmation of health issue, Cancelled plans

Recovering from the flu, having a bad day, financial debt.

6. When treating persons who has suicidal ideations and self-harm, therapist utilize avoidance techniques along with other treatments such as CBT and interpersonal therapy. What are some of the avoidance techniques used?

Focusing on the problem, taking a walk and exercising.

Hanging out with friends, making a journal and participating in social activities.

Exercising, minimal interactions with friends or family, the removal of objects used for self-harm.

Taking a walk, making a journal and

7. What are some issues that would trigger family and relationship problems?

Mental health problems, alcohol and drug use/abuse, stress and divorce.

Financial issues, deciding what to eat for breakfast, natural disasters.

Lack of trust, financial stability, dirty dishes.

Stress, too much family support, difference in opinions/beliefs.

8. Return to Happiness (RTH) is a psychosocial recovery program for children who have experienced the trauma of natural disasters, conflicts or violence. It is important therapists, volunteers and others within the program communicate with children by:
a. Mastering the art of Socratic questioning. This means that instead of expressing facts or lecturing, ask a question to stimulate the child's own reasoning process.
b. By being clear, concise and keeping information age appropriate.
c. By creating an atmosphere of acceptance, explain who we are, what we do, the reasons for being with them, always showing respect and empathy towards the children.
d. Look at the child to see if he/she feels distressed or needs consoling and talk to him/her and give him/her what he/she needs. Do it in a way that makes the child feel comfortable.

Return to Happiness (RTH) is a psychosocial recovery program for children who have experienced the trauma of natural disasters, conflicts or violence. It is important therapists, volunteers and others within the program communicate with children by:

A, and D

B, C and D

A and C

All of the above

9. What are some signs of Emotional Abuse?

Low self-esteem, shows extremes in behaviour (extremely compliant or extremely demanding; extremely passive or extremely aggressive) and eating disorders (anorexia, obesity).

Nervous disorders (rashes, hives, facial tics, stomach aches), speech disorders (stuttering, stammering) developmental delays in the acquisition of speech or motor skills and high self-esteem.

Weight or height level substantially below norm, physical marks on skin and unexplained broken limbs.

Failure to provide adequate food, clothing, or hygiene and excessively withdrawn, fearful, or anxious about doing something wrong.

10. Which of the following groups of concerns and problems best describes high priority cases?

Services of ChildLine, Bullying, Sexual abuse and request resources.

Neglect, information, case update and family relationship/divorce.

Not attending school, runaways, child labour and abuse (physical, sexual and emotional).

Custody, Exam Stress, missing persons and outreach services.

SECTION 2: True/False

1. The United Nations Convention on the Rights of the Child (UNCRC) is a legally binding regional agreement setting out the civil, political, economic, social and cultural rights of every child, regardless of their race, religion or abilities.

True

False

2. Nicole is 16yrs and just found out she is pregnant for her boyfriend Marlon who is 19yrs. The two are in love and are planning to get married before the baby is born with the blessings of their parents. According to the Children’s Act, the Romeo clause applies to Marlon.

True

False

3. ChildLine is a not for profit organization incorporated under the companies act 1995 with the benefit of a charitable status granted by the Ministry of Finance in September 2001

True

False

4. Natural disasters – flooding, tornadoes, and fires or the death of a family member are considered a crisis.

True

False

5. A call comes in and the caller tells the listener several issues that seems unrelated to each other and the listener has difficulty understanding or gathering the main concern/ problem. Due to the caller’s inability to clearly explain themselves the listener would consider this a difficult call.

True

False

6. An adult calls the helpline to talk about relationship problems and the listener gave her some coping tips, however, she continues to reiterate her story. The listener should politely end the phone call.

True

False

7. Regardless of the age of caller, a contact card should be created in his/her name.

True

False

8. A young lady calls the helpline, she is upset. She speaks about not being as curvy as the other girls in her class. She also tells the listener she suspects her friends talks about her behind her back. The caller/ client compares herself to her best friend. This is a case of low self-esteem.

True

False

9. Refusing to take medication is not considered a form of self-harm.

True

False

10. A masturbatory call comes in and the caller starts to describe what he would like to do to the listener. The listener should be disrespectful and hang up the phone on the caller.

True

False

SECTION 3: Structured Questions

1. Define active listening and list five (5) key responsibilities of a ChildLine Active Listener.

2. List all the laws and legislation applied by ChildLine’s staff in the care and protection of children in Trinidad and Tobago.

3. How is ChildLine as an NGO impacting the lives of children in Trinidad and Tobago and how does the NGO contribute to the betterment of society?

4. Define a crisis and crisis intervention as it relates to the operations of ChildLine.

5. List three (3) high, normal, and low priority concerns and problems that are attended to by ChildLine Active Listeners.

6. Briefly describe how the Return to Happiness (RTH) programme can be implemented after the passing of the current pandemic (COVID-19).

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HELPLINE VOLUNTEER TRAINING PROGRAMME

FINAL ASSESSMENT & EVALUATION

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