Pain Discovery

Understanding what's broken. Open-ended questions that invite full stories rather than yes/no answers.

What Works

Open-ended questions that invite full stories
Specific follow-ups that show you're tracking (not just checking boxes)
Non-judgmental language choices ("struggling with" beats "addicted to")
Let them finish—don't interrupt to redirect

Opening Pain Question

"What's going on with you?"

Frequency: 7-8 uses

Why it works: Completely open-ended; not accusatory

Impact: Caller opens up about multiple issues (bipolar, PTSD, paranoia, substance use)

Context: After you've confirmed caller type and basic logistics

"What substance have you been struggling with?"

Frequency: 8 uses

Why it works: "Struggling with" = empathetic, not judgmental

Impact: Caller answers directly without defensiveness

Better than: "What drugs are you using?" or "What's your addiction?"
Creates non-judgmental tone; caller is MORE forthcoming

Follow-Up Discovery

"And what do you drink normally? Is it like vodka or beer or..."

Why it works: Trails off with "or" so caller completes the thought

Outcome: Caller volunteered drinking pattern and escalation

"What's going on with him exactly?"

Context: Loved-one discovery when they give vague opening

Impact: Gets full situation (court order, substance, need for sober living)

Power: Open-ended follow-up forces specificity

When to Use Each

Start with "What's going on?" after self-identification
If they give vague answer, follow with "What substance have you been struggling with?"
For loved-ones: "What's going on with him/her exactly?"
Use trailing "or..." to invite specific details

Discovery Flow Example

Agent: "What's going on with you?"

Caller: "I've been having some problems..."

Agent: "Okay. What substance have you been struggling with?"

Caller: "Mostly drinking."

Agent: "Gotcha. And what do you drink normally? Is it like vodka or beer or..."

Caller: "Vodka. About a bottle a day. It started with wine but..."

Don't interrupt. When they start telling their story, let them finish. You'll learn more by listening than by asking rapid-fire questions.

The Complete Pain Discovery Sequence

Based on 572 successful calls, here is the proven question sequence. Each question builds on the previous answer.

Step-by-Step Discovery Flow

Step 1: Open the Door

"What's going on with you?"

Frequency: 40+ occurrences | Impact: Highest-impact discovery question. Completely open-ended, not accusatory. Caller opens up about multiple issues.

Step 2: Identify the Substance

"What substance have you been struggling with?"

Frequency: 38+ occurrences | Why it works: "Struggling with" reduces stigma - caller answers without defensiveness.

Step 3: Treatment History

"Have you been to treatment before?"

Frequency: 27+ occurrences | Impact: Establishes relapse patterns, informs approach. Critical for tailoring the conversation.

Step 4: Previous Facilities (if yes to Step 3)

"Where have you been?"

Frequency: 10+ occurrences | Impact: Identifies competitor experience, personalizes approach. Shows you care about their journey.

Step 5: Duration Assessment

"How long has that been going on for?"

Frequency: 5+ occurrences | Impact: Gauges severity, builds natural urgency without pressure.

Step 6: Recency Check

"When was your last drink/use?"

Frequency: 8+ occurrences | Impact: Determines urgency level and clinical needs for detox planning.

Insurance Discovery (Weave In Naturally)

"Is that through an employer or is that through the state?"

Frequency: 4+ occurrences

Why it works: Critical for coverage determination. Natural follow-up after they mention having insurance.

"How long have you been at your job?"

Frequency: 5+ occurrences

Why it works: Unlocks FMLA protection. If 12+ months, removes major barrier: "Good, because you qualify for FMLA."

Loved-One Discovery Questions

When the caller is a family member or friend, adapt the sequence:

"What's going on with your son/daughter/husband?"

Frequency: 7+ occurrences | Mirrors the self-caller opener, adjusted for loved-one context.

"What substance has he/she been struggling with?"

Frequency: 5+ occurrences | Same empathetic framing.

"Has he/she ever been to treatment before?"

Frequency: 9+ occurrences | Critical for understanding the family's experience with recovery.

"How long has that been going on for?"

Frequency: 2+ occurrences | Duration helps family understand severity.

Clinical Insight Questions (Advanced)

These questions demonstrate expertise and build trust:

"Any medical problems that you know of?"

Shows clinical thoroughness, important for detox planning.

"Any history of seizure?"

Critical for alcohol withdrawal assessment - shows you know the risks.

"Mental health diagnosis?"

Opens dual-diagnosis conversation, comprehensive care positioning.

What NOT to Say

Avoid	Say Instead
"What's your drug of choice?"	"What substance have you been struggling with?"
"How bad is it?"	"What's going on with you?"
"Are you an alcoholic?"	"How long has the drinking been a concern?"
"Do you need detox?"	"Tell me about what a typical day looks like."