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iRubric: EDU358 Performance Assessment Rubric
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EDU358 Performance Assessment Rubric
This rubric will be used in scoring a mock call performance assessment for Savvy Aging's fraud line of business training.
Rubric Code:
E23488A
By
savvysutherland
Draft
Public Rubric
Subject:
Vocational
Type:
Assessment
Grade Levels:
Undergraduate
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Desktop Mode
Mobile Mode
Fraud Mock Call Assessment
Non-Performance
0 pts
Below Expectations
1 pts
Basic
2 pts
Proficient
3 pts
Distinguished
4 pts
Utilizing the Call Flow
Non-Performance
Did not follow the call flow at all.
Below Expectations
Followed some of the call flow, but significant portions were missing. Verbatims were not followed.
Basic
Followed most of the call flow. Some parts left out. Call was still handled without significant deviation from correct procedure (i.e. learner may have neglected to ask about victim status verbatim, but still determined victim status).
Proficient
Followed the call flow fairly closely. Did not entirely neglect any portion of the script. Did not provide all scripts entirely verbatim, but still conveyed the general meaning of the script to the caller.
Distinguished
Utilized correct greeting.
Probed about victim status up-front.
Did not give advice to victim, OR did give guidance to non-victim.
Provided correct closing.
Navigating the CRM
Non-Performance
Was unable to navigate the CRM effectively. Could not process the call.
Below Expectations
Filled out the form but did not finish submitting it. Did not search the Knowledge Base. Significant dead air while navigating. Call was closed incorrectly and took over 1 minute after the call ended.
Basic
Eventually submitted the correct form based on victim type, but had to try a few times to get it right. Was not able to locate correct knowledge articles but tried several searches. There was quite a bit of dead air. Closing the call was done incorrectly but in less than a minute, OR call was closed correctly but took over 1 minute after the call ended.
Proficient
Submitted the correct form but had some difficulty. Took multiple searches to find the correct knowledge articles. There was some dead air while navigating. Closed the call correctly, with correct tracking and notes, but took 30 seconds - 1 minute after call ended.
Distinguished
Documented the call by submitting the correct form in the CRM. Navigated the Knowledge Base effectively. Did not allow significant dead air while attempting to navigate. Correctly closed the call with appropriate notes and tracking information soon after call completion (under 30 seconds).
Dertermining Victim Status
Non-Performance
Did not clearly determine victim status.
Below Expectations
Probing questions deviated significantly from the verbatim and/or learner was rude when asking (includes interrupting the caller or implying blame when asking the questions).
Basic
Did not ask the probing questions entirely verbatim, but still determined victim status.
Proficient
Used the verbatim probing questions, but did so later in the call.
Distinguished
Asked for victim status up-front using the required probing questions "was any money paid or given?" and "was any confidential information provided, such as social security number?"
Appropriate call handling based on victim status
Non-Performance
For a non-victim, provided incorrect advice. Was dismissive of the caller's best practices. Insisted on gathering the caller's details. Stated someone would call back from this report.
For a victim, provided significant and/or wrong advice. Insisted on specific details about the scam and scammer. Did not gather the caller's name, phone number, or explain the call-back process.
Below Expectations
For a non-victim, provided no guidance on the scam and no reinforcement of the caller's best practices. Insisted on gathering the caller's details. Did not give any information about what would happen with the report.
For a victim, probed about significant fraud/scam details. Provided several pieces of advice. Did not gather the caller's name or phone number. Did not explain a specialist would call back.
Basic
For a non-victim, provided very little guidance and no reinforcement. Gathered only basic details about the scammer. Asked for the caller's details, not making it clear that providing was optional. Did not give clear expectations about the report.
For a victim, provided some advice and probed for specific details about the fraud/scam situation. Did not gather the caller's name. Provided little or no explanation about a specialist calling back.
Proficient
For a non-victim, provided limited additional resources/guidance. Did not fully reinforce best practices. Only asked for limited info about scammer. Asked for the caller's details but wasn't insistent. Was not explicit about no call back from this report.
For a victim, did not provide advice but asked some follow-up questions about scam/fraud. Did not volunteer info about why name & call-back phone number was gathered or what would happen with this report.
Distinguished
For a non-victim, reinforced best practices and provided additional resources or guidance as appropriate. Gathered the scammer’s details and avoided giving the impression that someone would call them back. Did not insist on gathering the caller’s personal details.
For a victim, did not give advice. Did not probe beyond high-level details about the scam. Explained a fraud specialist would call them back and gathered name and call-back phone number.
Appropriate form submission
Non-Performance
Did not submit the correct form based on victim status.
Below Expectations
Submitted the correct form depending on whether the caller was a victim or non-victim. Had significant spelling and grammar mistakes. Used extensive internal jargon.
For a non-victim, gathered some of the scammer information (if available) and some of the advice and resources provided to the caller. Missed significant details.
For a victim, included a call-back name and phone number for the caller. Provided significant scammer details. Contains significant misspellings or grammar errors.
Basic
Submitted correct form depending on whether the caller was a victim or non-victim. Used somewhat correct spelling and grammar with several mistakes. Report had some internal jargon.
For a non-victim, gathered most of the scammer information (if available) and documented advice and resources provided to the caller. Missed several details.
For a victim, included a call-back name and phone number for the caller. Provided some scammer details. Contains several misspellings or grammar errors.
Proficient
Submitted correct form depending on victim status. Used mostly correct spelling and grammar with few mistakes. Report was mostly free of internal jargon.
For a non-victim, gathered scammer information (if avail) & documented advice/resources provided to the caller. Missed a few minor details.
For a victim, included call-back name & phone #. Did not provide scammer details unless volunteered by caller. Had a few misspellings or minor grammar errors (ex. capitalization).
Distinguished
Submitted the correct form depending on whether the caller was a victim or non-victim. Used correct spelling and grammar. Did not utilize internal jargon anywhere in the report.
For a non-victim, gathered scammer information (if available) and documented advice and resources provided to the caller.
For a victim, included a call-back name and phone number for the caller. Did not provide scammer details unless volunteered by the caller.
Subjects:
Vocational
Types:
Assessment
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