The Opener Phases (Your Part of the Call)
You own Phases 1-2 of the 7-phase call flow. These are critical moments that set up the entire conversation.
Phase 1: Open & Qualify (30 sec - 2 min)
This is your entire job in the first 30 seconds to 2 minutes. The goal is to establish control, gather basic qualifying information, and determine the caller's viability.
The Opening Script
"Thank you for calling [Facility Name], this is [Your Name]. How can I help you?"
The First Qualifying Question
After they state their initial reason for calling (even if it's vague), ask:
"Are you calling for yourself or a loved one?"
The Confidentiality and Recovery Statement (If Calling for Self)
"Just so you know, I am in recovery and everything we talk about is completely confidential."
Confirming Identity
"Again, my name is [Your Name]. What is your name?"
Setting the Process Expectation
"The process is very simple. To start, I need to get some general information."
Information Collection: Client is Caller
When the caller is calling for themselves, collect in this order:
- What is your full name?
- Your date of birth?
- Is the number you called from the best phone number? (Read it back to them and confirm)
- Do you have insurance you're wanting to utilize?
- What is the insurance company name? (Ask if it's through employer or state)
- What is the member ID?
- Where are you located? (City and state)
- Who would you like listed as your emergency contact? (Name and phone number)
Information Collection: Loved One is Calling
When the caller is calling for a loved one, collect in this order:
- What is your full name?
- Is the number you called from the best phone number? (Read it back to them and confirm)
- What is your loved one's full name?
- Their date of birth?
- Does your loved one have insurance to utilize?
- What is the insurance company name? (Ask if it's through employer or state)
- What is the member ID?
- Where are you located? (City and state)
- What is your loved one's phone number?
Phase 2: Rapport Building (Your Portion, Before Handoff)
Once you've collected basic qualifying information and confirmed the caller has commercial insurance (or self-pay capability), begin the rapport-building process.
The "Tell Me What's Going On" Technique
"So, tell me a little bit about what you're struggling with."
OR (for loved ones):
"So, tell me a little bit about what's going on with [loved one's name]."
What to do while they talk:
- Listen genuinely
- Do NOT interrupt
- Verify insurance in the background (put details in admissions thread, check if Closer is available)
- Let them finish their thought before transitioning
Using Your Recovery Story (Self-Callers Only)
If you are in recovery and the caller is calling for themselves, this is where your story becomes powerful.
DO:
- Share briefly and authentically
- Relate to their specific struggle (alcohol, opiates, etc.)
- Show that you understand their fear
- Position yourself as proof that recovery is possible
DON'T:
- Make it about you (keep it under 30 seconds)
- Over-explain your story
- Use your story as a substitute for listening to theirs
- Share your story with loved ones calling on behalf of someone else (it can feel inappropriate)
"I get it. I struggled with alcohol for five years before I got help. I know how scary this call is. But you've already done the hardest part — you called. That takes real courage."