{
  "module": "102.3",
  "title": "102.3 Writing and Calling: Communicating with Providers",
  "pass_percent": 75,
  "pre_test": {
    "graded": false,
    "questions": [
      {
        "question": "What does SBAR stand for?",
        "options": [
          "Situation, Background, Assessment, Recommendation",
          "Screen, Book, Arrange, Report",
          "Summary, Benefits, Actions, Results",
          "Safety, Boundaries, Advocacy, Referral"
        ],
        "correct": 0,
        "explanation": "SBAR is a TeamSTEPPS tool for clear, structured messages."
      },
      {
        "question": "In a CHW's SBAR message, the Assessment should include:",
        "options": [
          "The CHW's diagnosis",
          "A new medicine dose",
          "What the CHW observed or the client reported",
          "The client's full life story"
        ],
        "correct": 2,
        "explanation": "CHWs report observations and client statements; diagnosing is outside CHW scope."
      },
      {
        "question": "Which is the best way to send client information to a provider?",
        "options": [
          "Text from your personal phone",
          "Your personal email",
          "A social media message",
          "The agency's approved secure channel"
        ],
        "correct": 3,
        "explanation": "Client information goes only through approved, secure agency systems."
      },
      {
        "question": "What should you do first when someone answers an outreach call?",
        "options": [
          "Confirm you are speaking with the client before sharing details",
          "Explain the client's test results",
          "Ask for their insurance number",
          "Leave a detailed message with them"
        ],
        "correct": 0,
        "explanation": "Confirming identity protects the client's privacy."
      },
      {
        "question": "Which voicemail is best?",
        "options": [
          "This is Ana about your diabetes test results.",
          "Hi, this is Ana from Citizenship Health with a courtesy call. Please call me at my work number.",
          "Your HIV clinic called about your appointment.",
          "Call me back about your eviction hearing."
        ],
        "correct": 1,
        "explanation": "Voicemails should give only your name, agency and callback number, with no health or case details."
      },
      {
        "question": "A client's adult son answers and asks why you are calling. The client has not given consent to include him. What should the CHW do?",
        "options": [
          "Explain the full reason since he is family",
          "Hang up without speaking",
          "Ask him to pass on the health details",
          "Say it is a courtesy call and you will call back another time"
        ],
        "correct": 3,
        "explanation": "Without the client's consent, the CHW shares no details with others."
      },
      {
        "question": "Why should CHWs use a work number instead of a personal phone?",
        "options": [
          "Work phones are always cheaper",
          "Clients prefer personal numbers",
          "It protects the CHW's privacy and keeps client contacts in agency systems",
          "Personal phones cannot make calls"
        ],
        "correct": 2,
        "explanation": "A work line protects boundaries and keeps client information secure and documented."
      },
      {
        "question": "During a home visit, a client has sudden chest pain and trouble breathing. What should the CHW do?",
        "options": [
          "Send an SBAR message to the doctor",
          "Call 911",
          "Leave a voicemail at the clinic",
          "Wait to see if it passes"
        ],
        "correct": 1,
        "explanation": "Emergencies happening now need 911, not a message."
      },
      {
        "question": "Which tip helps a client prepare for a video visit?",
        "options": [
          "Join while driving to save time",
          "Log in right at the start time",
          "Skip writing questions down",
          "Find a private spot and test the device ahead of time"
        ],
        "correct": 3,
        "explanation": "Privacy and a tech check before the visit help it go smoothly."
      },
      {
        "question": "A provider's office does not reply to your SBAR message by the end of the day. What should the CHW do?",
        "options": [
          "Follow up by phone, tell your supervisor, and document it",
          "Forget about it",
          "Post about it online",
          "Tell the client the provider does not care"
        ],
        "correct": 0,
        "explanation": "Closing the loop and documenting keeps the client from falling through the cracks."
      }
    ]
  },
  "post_test": {
    "graded": true,
    "questions": [
      {
        "question": "Why should CHWs use a work number instead of a personal phone?",
        "options": [
          "Work phones are always cheaper",
          "Clients prefer personal numbers",
          "It protects the CHW's privacy and keeps client contacts in agency systems",
          "Personal phones cannot make calls"
        ],
        "correct": 2,
        "explanation": "A work line protects boundaries and keeps client information secure and documented."
      },
      {
        "question": "A client's adult son answers and asks why you are calling. The client has not given consent to include him. What should the CHW do?",
        "options": [
          "Explain the full reason since he is family",
          "Hang up without speaking",
          "Ask him to pass on the health details",
          "Say it is a courtesy call and you will call back another time"
        ],
        "correct": 3,
        "explanation": "Without the client's consent, the CHW shares no details with others."
      },
      {
        "question": "A provider's office does not reply to your SBAR message by the end of the day. What should the CHW do?",
        "options": [
          "Follow up by phone, tell your supervisor, and document it",
          "Forget about it",
          "Post about it online",
          "Tell the client the provider does not care"
        ],
        "correct": 0,
        "explanation": "Closing the loop and documenting keeps the client from falling through the cracks."
      },
      {
        "question": "During a home visit, a client has sudden chest pain and trouble breathing. What should the CHW do?",
        "options": [
          "Send an SBAR message to the doctor",
          "Call 911",
          "Leave a voicemail at the clinic",
          "Wait to see if it passes"
        ],
        "correct": 1,
        "explanation": "Emergencies happening now need 911, not a message."
      },
      {
        "question": "What should you do first when someone answers an outreach call?",
        "options": [
          "Confirm you are speaking with the client before sharing details",
          "Explain the client's test results",
          "Ask for their insurance number",
          "Leave a detailed message with them"
        ],
        "correct": 0,
        "explanation": "Confirming identity protects the client's privacy."
      },
      {
        "question": "Which tip helps a client prepare for a video visit?",
        "options": [
          "Join while driving to save time",
          "Log in right at the start time",
          "Skip writing questions down",
          "Find a private spot and test the device ahead of time"
        ],
        "correct": 3,
        "explanation": "Privacy and a tech check before the visit help it go smoothly."
      },
      {
        "question": "In a CHW's SBAR message, the Assessment should include:",
        "options": [
          "The CHW's diagnosis",
          "A new medicine dose",
          "What the CHW observed or the client reported",
          "The client's full life story"
        ],
        "correct": 2,
        "explanation": "CHWs report observations and client statements; diagnosing is outside CHW scope."
      },
      {
        "question": "What does SBAR stand for?",
        "options": [
          "Situation, Background, Assessment, Recommendation",
          "Screen, Book, Arrange, Report",
          "Summary, Benefits, Actions, Results",
          "Safety, Boundaries, Advocacy, Referral"
        ],
        "correct": 0,
        "explanation": "SBAR is a TeamSTEPPS tool for clear, structured messages."
      },
      {
        "question": "Which is the best way to send client information to a provider?",
        "options": [
          "Text from your personal phone",
          "Your personal email",
          "A social media message",
          "The agency's approved secure channel"
        ],
        "correct": 3,
        "explanation": "Client information goes only through approved, secure agency systems."
      },
      {
        "question": "Which voicemail is best?",
        "options": [
          "This is Ana about your diabetes test results.",
          "Hi, this is Ana from Citizenship Health with a courtesy call. Please call me at my work number.",
          "Your HIV clinic called about your appointment.",
          "Call me back about your eviction hearing."
        ],
        "correct": 1,
        "explanation": "Voicemails should give only your name, agency and callback number, with no health or case details."
      }
    ]
  }
}