Phase 2-3: Discovery
Discovery is where you learn their story. This is NOT an interrogation. This is a conversation. You're listening for patterns, barriers, and most importantly, the hot button (what they're most afraid of losing).
Open Discovery Questions
Client Version
Rep: "Tell me what's been going on and what you're struggling with right now."
(Let them talk. Do not interrupt.)
"So what I'm hearing is [brief summary]. Given what you've been dealing with, that makes a lot of sense."
(If appropriate, briefly share your experience: 1 sentence only, purposeful, no oversharing)
Family Version
Rep: "Tell me what's been going on with [loved one's name] that led you to call today."
(Let them talk. Do not interrupt.)
"That sounds incredibly stressful. Anyone in your position would be worried."
Treatment History
Understanding their past treatment experiences helps you differentiate your program and manage expectations.
Questions to Ask
- "Have you ever been to treatment before?"
- "Where was it?"
- "How long were you there?"
- "What helped?"
- "What didn't help?"
- "What do you feel was missing that time?"
Why These Questions Matter
- You learn whether they're treatment-naive or experienced
- You identify what worked (so you can anchor to it)
- You identify what failed (so you can differentiate your program)
- You learn their expectations (realistic or unrealistic)
Substance & Mental Health Overview
This is where you assess medical acuity and identify co-occurring disorders.
Questions to Ask
Substance Use
- What substances are you currently struggling with?
- How much? How often?
- When was your last use?
- How long have you been using [substance]?
Medical History
- Have you had any recent overdoses, ER visits, or hospitalizations?
- Are you currently on any medications?
- Any medical conditions we should know about?
Mental Health
- Are you dealing with depression, anxiety, or trauma?
- Any sleep issues?
- Have you had suicidal thoughts?
- Any psychiatric medications?
Consequences
- Any legal consequences?
- Work-related consequences?
- Relationship or family consequences?
- Financial consequences?
Why These Questions Matter
- Assess medical acuity: Do they need detox? Dual diagnosis treatment?
- Identify co-occurring disorders: Most addiction is paired with mental health issues
- Uncover leverage points: Legal, job, family consequences create urgency
- Prepare for Pre-Assessment: Clinical team needs this data
Common Discovery Patterns
The Minimizer
Signs: "I don't drink that much," "It's not as bad as it sounds," "I can control it when I want to"
Your move: Use the "scorecard" to reflect reality back to them.
"So you're drinking a case of beer a day, you've had two DUIs in the last year, your wife is threatening to leave, and you just lost your job. Help me understand—if that's not a crisis, what would be?"
The Catastrophizer
Signs: "Everything is terrible," "I've ruined my life," "There's no hope for me"
Your move: Validate then redirect to hope.
"I hear how overwhelming this feels. And I want you to know—the fact that you're calling means there IS hope. You haven't given up. That's huge. We work with people every day who feel exactly like you do right now, and they get better. You can too."
The Over-Sharer
Signs: Rambling, telling you their entire life story, going off on tangents
Your move: Let them share for 2-3 minutes, then gently redirect.
"I really appreciate you sharing all of that with me. I can tell you've been through a lot. Let me ask you a few specific questions so I can make sure I understand what's most important right now..."
Transition to Fact Finding
Once you understand their substance use and treatment history, transition to logistics and motivation:
"Thank you for sharing all of that with me. That helps me understand where you're coming from. Let me ask you a few more questions about your current situation, and then I'll explain how our program can help."